Collaborative Use of Communication Channels

The Collaborative Use of Communications Channels guidelines are designed to support employees who have access to student contact information. The guidelines are intended to support communications and coordinate the use of mass emails and ad hoc communications within the scope of the Student Communication Policy. Individuals with access to distribution lists are encouraged to plan any ad hoc communications, beyond the scope of regular and recurring official student newsletters or communications by the faculty. This collaboration is in place to support departments in timing their messages to students to reduce the likelihood of students feeling spammed by the university and unsubscribing from future communications.  

It is recommended the nature of all communications be student-centered and within the context of both the schedule and volume of competing communications. Strategic Initiatives (Students and Enrolment) and the faculty can advise on the use of appropriate communications channels as set out in the policy.  

In all instances when a communicating with students it is important departments and units are maximizing all communication resources, including the use of websites, social media and established student communication tools outlined in the policy. 

All authorized university communications sent by email or through Banner (G Report), as outlined within the policy, should adhere to the following guidelines: 

• Include a reply address, which must be actively monitored, 
• Student email addresses and personal information must not be visible to other recipients, 
• Any questions or feedback arising from communication with students should be answered in a timely manner, 
• Emails which use a student’s name should use chosen name, and 
• All communications should identify the sender/office and include a signature which includes the name of the office or department, and two of the following: 
  • Phone number; 
  • Email address; and/or 
  • Office location on campus

The use of a subscription-based newsletter requires the content owners adhere to the following recommendations: 

• A consistent and regular schedule which does not compete with official student communication methods (graduate and undergraduate newsletters) 
• Use of the university’s official mailing list service 
• When the distribution list is not representative of the student population of an academic department, it should only be formed by subscription and users must be able to unsubscribe at any time 
• Departments and units should allow students to unsubscribe from newsletters in line with FIPPA and Canadian Anti-Spam Legislation
• Distribution lists should not be used for any purpose other than originally defined at the time of registration. The list administrator cannot share the list membership information or use the list to promote any content beyond the regular business of Carleton University as outlined in the policy.