Communication Norms

Communication Norms Guidelines

This guide outlines professional communication expectations for all team members within Process Innovation (HCM & Finance): Business Process Management (BPM). Consistent, timely, and respectful communication supports operational excellence, reinforces BPM’s professional image, and ensures responsive service to the university community.

Official Communication Channels

Method Description
Team Email Address All outward-facing communication must be sent from the shared team inbox:
  • Process Innovation (HCM & Finance): Business Process Management: infobpm@uark.edu
This is a shared mailbox and does not require a password. If a team member cannot access the mailbox, it likely means they have not yet been added to the shared mailbox permissions. Shared mailbox usage ensures proper routing, continuity of service, and shared visibility.
TeamDynamix (TDX) All service requests, project submissions, templates, and documentation are managed through TDX. Stakeholders must be directed to the appropriate TDX service form for official request handling and resource access.
Microsoft Teams (Internal Only) Used exclusively for internal BPM communication and collaboration. Teams must not be used as the official communication channel for campus stakeholder requests.

Reminder: Finalized templates and team-owned resources must be published to the TDX Knowledge Base.

Email Signature Standards

All BPM team members must use the standard email signature below for outbound communication:

[Name]
[Title]
HCM & Finance | Business Process Management
Turning process into insight, and insight into action.

📅 Schedule an Appointment

📞 [Phone Number] | 📞 Arkansas Relay Services: 711
🌐 data.uark.edu | Submit an Optimization Ticket | Submit an HCM Service Ticket

This message is intended for the use of the individual or entity to whom it is addressed and may contain information that is confidential, privileged, and exempt from disclosure under applicable law. If you are not the intended recipient, you are hereby notified that any dissemination, distribution, or copying of this communication is strictly prohibited. If you have received this message in error, please notify the sender by reply email and delete this message. Your cooperation is appreciated.

Microsoft Bookings Requirement

  • Create and maintain a Microsoft Bookings page, if required for your role.
  • Include the Bookings link in your email signature when appointment scheduling is part of your role.
  • Offer appointment options that align with your role and availability.
  • Keep availability current and block time off as needed.

Note: Team members should keep their scheduling availability accurate to prevent conflicts and support timely stakeholder engagement.

Communication Etiquette & Timeliness

  • Respond to inquiries within two business days.
  • Use formal greetings and appropriate titles.
  • Maintain a professional, clear, and respectful tone.
  • Return phone calls promptly or acknowledge receipt.
  • Proofread all communications before sending.

Responsible Information Sharing

  • Be transparent when information is unknown and follow up.
  • Avoid communicating unverified information.
  • Maintain confidentiality and comply with university policy.

Stakeholder Updates

  • Provide regular status updates throughout the request lifecycle.
  • Communicate delays proactively with revised timelines.

Meeting Summaries

Meeting Type Summary Requirement
Project Meetings Required
Business Process Change Requests Required
Other Meetings Encouraged when action items are discussed

Team members must add the following template to the template section of Copilot for meeting recordings. Summaries must be professional, concise, structured, and stored in the appropriate TDX or team-designated location.

Meeting Minutes Summary Format – Business Process Management

Use the following structured format for all project meeting summaries. Maintain consistent section headers and order.

Header Section
Division/Department: [Division/Department]
Project Meeting Summary
Date: [Date]
Time: [Time]
Location: [Location, if applicable]

Attendees
List all attendees by full name, separated by commas.

Meeting Objectives
Provide a short paragraph describing the purpose of the meeting, what the group aimed to review, resolve, or align on, and the overall intent, such as touch base, decision-making, planning, discovery, or status update.

Topics Reviewed
Use bold topic headers followed by short descriptive summaries. Each topic should clearly state the issue, update, or discussion point; summarize current state and any identified gaps; and note if follow-up or resolution is pending.

Format example:
Topic Name:
Brief summary of discussion, findings, impacts, or considerations.

Security Role Updates
New Security Roles: [List updates or state None.]
Changes to Existing Roles: [List updates or state None.]
Tabled: [List tabled items or state None.]

Decisions Made
Use bullet points to document final decisions, agreed-upon approaches, and confirmed direction forward. Keep language concise and action-oriented.

Action Items
Include a table with the following columns: Task | Assigned To | Due Date | Status. Each row should represent one actionable item discussed in the meeting.

Roadblocks/Challenges
Use bullet points to identify constraints, dependencies, delays, pending approvals, and system limitations. Focus on risks impacting timeline or implementation.

Key Takeaways
Provide short bullet points summarizing strategic insights, process improvements, high-level themes, alignment achieved, and callouts for the next meeting.

Callouts for Next Meeting
Topics to Address: [Topics]
Preparation Required: [Preparation required, responsible person, and what should be shared in advance.]
Next Meeting Date: [Date]

Formatting Expectations
Keep language professional and concise. Use consistent section headers each time. Avoid excessive narrative and prioritize clarity and structured documentation. Use bullet points where appropriate. Maintain consistent tone across all meeting summaries.

Internal Communication (Microsoft Teams)

  • Use Teams as the primary internal communication platform.
  • Communicate in channels when visibility is needed.
  • Use @mentions appropriately for awareness and action.
  • Move finalized documents to the TDX Knowledge Base.

Out-of-Office Protocol

Team members must set automated Outlook and Teams out-of-office messages when unavailable and update Microsoft Bookings to prevent scheduling conflicts.

Template message:

Thank you for your message. I am currently out of the office and may have limited availability. If I am able to respond, response times may vary.

For the fastest assistance while I am away, please submit a request through the appropriate service form:

BP Optimization Request:
https://uark.teamdynamix.com/TDClient/33/Portal/Requests/ServiceDet?ID=156

Service Request:
https://uark.teamdynamix.com/TDClient/33/Portal/Requests/ServiceDet?ID=156

Submitting a request ensures it is routed to the appropriate team for review and follow-up.
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