Welcome Back from Spring Break!
Welcome back, and we hope you had a restful and refreshing break! As we return to campus and head into the final part of the semester, we want to thank our faculty, staff, and students for your patience and teamwork throughout the spring term so far.
To give a quick look back, our team processed 714 tickets in January and 418 in February, showing a strong start to the semester followed by a steady rhythm as things settled in. We truly appreciate your continued support as we work to keep campus technology running smoothly for everyone.
Here’s to a strong finish this spring!
— The ITS Team
Help Desk Hours and Location
The ITS Help Desk is located in the Library on the Santa Maria campus and offers in-person support from Monday to Thursday, 8:00 AM to 4:30 PM, and Fridays from 8:00 AM to 4:00 PM. If issues arise, please submit tickets via ithelp.hancockcollege.edu or by emailing ithelp@hancockcollege.edu to automatically generate a ticket request based on email. Please do not email individuals directly; If that individual is on vacation or otherwise unavailable, your email may be missed until their return.
Online Communication Etiquette at Allan Hancock College
Effective communication is essential to a productive and respectful workplace. Whether you're sending an email, chatting on Teams, making a call, or joining a Zoom meeting, using the right tool appropriately helps ensure clarity, efficiency, and professionalism. This guide outlines best practices and etiquette for online communication at Allan Hancock College.
📧 Email (Outlook) – Professional & Asynchronous Communication
Think Before You Send: Email should be used for official, well-thought-out messages—not for quick back-and-forth discussions.
✅ Best Practices:
✔ Use clear and concise subject lines – The subject should accurately reflect the content. Avoid vague titles like “Question” or “Help.”
✔ Start a new email for a new topic – Each email thread should focus on a single subject. If you have a new question, start a new email instead of replying to an old thread.
✔ Use proper greetings and sign-offs – A simple “Hello [Name]” and “Best, [Your Name]” adds a professional touch.
✔ Proofread before sending – Typos and unclear wording can cause confusion. Take a moment to review your message.
✔ Reply promptly, but thoughtfully – Respond in a timely manner, but don’t rush and send incomplete or unclear responses.
🚫 Common Mistakes to Avoid:
❌ Using email like a chat service – If a conversation requires quick back-and-forth responses, use Teams or a phone call instead.
❌ Replying to old email threads with unrelated topics – This clutters inboxes and makes it hard to find relevant information later.
❌ Overusing “Reply All” – Only use this when everyone in the email chain truly needs to see your response.
❌ Sending urgent requests via email – If something is time-sensitive, a phone call or Teams message is a better choice.
💬 Microsoft Teams – Quick & Collaborative Communication
Chat Smartly: Teams is best for quick questions, group discussions, and collaboration—not for long, formal messages.
✅ Best Practices:
✔ Use Teams for casual and quick communications – A quick message saves inbox clutter and speeds up response time.
✔ Tag people when necessary – Use “@Name” to notify someone directly rather than assuming they’ll see your message.
✔ Keep messages professional – While Teams is more informal than email, remain professional and respectful.
✔ Use group chats and channels appropriately – Post in the correct channel so conversations stay organized.
✔ Respect working hours – Just because Teams is instant doesn’t mean responses will always be immediate.
🚫 Common Mistakes to Avoid:
❌ Ignoring Teams as a communication tool – If a quick answer is needed, don’t send an email and wait hours for a response when a Teams message could resolve it in minutes.
❌ Using Teams for complex discussions – If a message turns into a long thread, a quick call or Zoom meeting may be more effective.
❌ Expecting instant replies – People may be in meetings or focused on other tasks. If urgent, try a call.
📞 Phone Extensions – Direct & Time-Sensitive Communication
Pick Up & Speak Up: Sometimes, a phone call is the best way to get things done.
✅ Best Practices:
✔ Call when a message requires immediate attention – If something is urgent or needs clarification, a call can be more efficient than typing.
✔ Leave a voicemail if necessary – If someone doesn’t answer, leave a brief, clear voicemail instead of calling repeatedly.
✔ Follow up if needed – If a call involves action items, a short email recap can help document decisions.
🚫 Common Mistakes to Avoid:
❌ Avoiding phone calls when necessary – Some discussions are too complex for email or chat and should be handled with a call.
❌ Not checking voicemail – If someone leaves you a message, listen to it before calling back.
❌ Calling repeatedly without leaving a message – If it’s important, leave a voicemail so the recipient knows what you need.
🎥 Zoom – Professional & Productive Virtual Meetings
Meet with Purpose: Zoom is a powerful tool for collaboration, but it should be used wisely.
✅ Best Practices:
✔ Schedule Zoom meetings when necessary – Use Zoom for discussions that require visual elements, presentations, or multiple participants.
✔ Mute when not speaking – Background noise can be distracting, so mute yourself when not actively speaking.
✔ Be present and engaged – If you’re in a meeting, avoid multitasking or working on unrelated tasks.
✔ Use the right settings – Ensure your camera, microphone, and screen-sharing settings are correct before the meeting starts.
🚫 Common Mistakes to Avoid:
❌ Holding unnecessary meetings – If an issue can be resolved through Teams or email, don’t schedule a Zoom call.
❌ Not using video when appropriate – If video is expected, turning it off may seem disengaged.
❌ Talking over others – Be mindful of speaking order and use the “raise hand” feature if needed.
Final Thoughts: Communicate Effectively & Respectfully
At Allan Hancock College, clear and respectful communication helps everyone work more efficiently. Choosing the right tool for the job ensures that messages are received in the right context and responded to in a timely manner. By following these guidelines, we can all contribute to a more organized, professional, and productive environment.
When in doubt, ask yourself: Is this the best method for my message? If the answer is no, switch to the right tool!
Essential Articles and Ticket Requests
Updates from Technology Council and Committees
- Web Services Committee
- Schedule: Meetings are held bi-monthly, usually on the 1st Thursday, from 9:30-11:00 am.
- Update: The Curriqunet catalog will launch next month.
- Educational Technology Advisory Committee (EdTAC)
- Schedule: Meetings are held bi-monthly, usually on the 1st and 3rd Tuesday, from 2:30-4:00 pm.
- No Update
- Banner Committee
- Schedule: Meetings are held monthly, usually on the 2nd Monday, from 9:00 - 10:30 am.
- No Update
- Technology Council
- Schedule: Meetings are held bi-monthly, usually on the 1st and 3rd Wednesday, from 2:30-4:00 pm.
- Update: Student MFA was presented at College Council on 3/3.
February 2025 Ticket Summary
Here’s a brief overview of ITS activity:
Total Tickets (Whole Department)
- December: 421
- January: 714
- February: 418
Location-less Tickets
247 tickets had no location specified.
Lompoc Valley Campus (LVC) Tickets
15 tickets originated from the Lompoc Valley Campus.
Top 5 Forms Used at LVC:
- Something Broke (iPaaS): 7
- Problem Form: 2
- Podium/Classroom Technology Walkthrough - Form: 2
- Install Something: 2
- Service Request: 1
5 Most Common Request Locations:
- LVC 5: 5
- LVC 1: 4
- LVC 2: 3
- LVC 9: 1
- LVC 6: 1
Santa Maria Valley Campus (SM) Tickets
152 tickets originated from the Santa Maria Valley Campus.
Top 5 Forms Used at SM Campus:
- Something Broke (iPaaS): 91
- Install Something: 33
- Audio/Visual Event Request: 7
- Problem Form: 6
- Service Request: 4
5 Most Common Request Locations:
- Building M: 26
- Building A: 21
- Building S: 14
- Building L: 14
- Building B: 12