Judging a Book by its Cover

Positive Communications and Style Guide for CCCOE

Employees

You are a Contra Costa County Office of Education Employee

• “If we are careless in our communications, the community may wonder what business we have educating…”

• “We must… communicate clearly. If we don’t, we weaken the public’s trust.”

CCCOE Strategic Plan

• BELIEF: Education is the cornerstone of a successful and democratic society

• VISION: Offer quality educational services for all

• CORE VALUES: Teamwork, Communication, Integrity, Ethical Leadership, Creativity, Expertise, Advocacy for all Learners

Customer Service Standards• Provide courteous, quality service• Present a professional image• Create a positive environment• Communicate in a clear, comprehensive and timely manner• Respect others• Act with integrity• Follow through• Be knowledgeable, identify solutions, and respond effectively• Listen• Follow agency guidelines for telephone, voice mail and email• Respond quickly• Focus on customer needs• Be a problem solver

Customer service is not a department, it is an ATTITUDE

• First step in developing strong relationships and delivering sensational service

• We all need to be aware of the power we have to shape perceptions about education

• Don’t underestimate the power of the first impression

Positive Communications

• Telephone

• Voice Mail

• Cell Phones

• Email

TELEPHONE

• Voice Power: 86% of the message a person receives on the phone comes from the tone of your voice

• Greeting: identify yourself, the agency, and your school or department

• Offer assistance

Voice Mail

• Only when you are out of the office and there is no one else to take your call

• Remain professional and NOT make reference to vacations, lunch hours, medical or personal appointments, breaks or give other explanations

• “I am away from my desk and cannot answer your call. If you need immediate assistance, please contact…”

Cell Phones

• In a meeting, either turn off your cell phone or adjust it to vibrate

• Avoiding cell phone use during interactions with customers, school district staff, or community members contributes in building a positive image for our office

• Personal cell phone use is restricted to break times, lunch hours or in case of an emergency.

E-mail - Use

• Property of CCCOE

• Official use only

• Best for informal communications

• Watch your language

• Protect your password

E-mail - Hints

• Do not ignore grammar or neglect common punctuation.

• Use a signature

• In replies, refer to original message

• DO NOT USE ALL CAPITALS!

• Save or Delete? Save important emails on your hard drive and delete old emails regularly

Mechanics of an Effective Meeting

• Prepare an agenda with times, items and the purpose for each

• Appoint leaders• Set ground rules• Have an issue bin• Assign action items• Closure: review issue bin, review

assignments and action items, debrief using plus/ deltas

Media Relations Guidelines

• CCCOE’S Communications Office is designated as the agency’s principal liaison with the news media

• The Communications staff is always available to provide support, consultation and training in situations involving the news media

When the Media Calls You

• Take the call right away of return the call within 15 minutes.

• Refer the media representative to the CCCOE Communications Office at (925) 942-3420

• Ask for information: reporter’s name, media outlet, fax and email, deadline, subject of story, what is needed from CCCOE

When the Media Show Up

• Do not say you are not allowed to answer questions

• “Our agency policy is to refer all media inquires to our Communications Office. You can reach them at (925) 942-3330”

• Reschedule and work with your manager and the Communications Office to determine the appropriate response

Working with the Media

• CCCOE students within the Parolee Education Program cannot be photographed without written consent

• Mind your manners

• Don’t educate

When You Want to Call the Media

• Consult your program coordinator who will consult the Communications Office

• Contact your program coordinator at least a week in advance

CCCOE Publications Procedures

• Clear that document and/or any program, service, or activity it describes are products of the CCCOE

• If distributed outside the agency, publication must be reviewed by the Communications Office

• Do not alter the CCCOE logo

Copyright Law

• To use copyrighted materials: acquire written permission of the author/publisher

• FAIR USE: if you wish to use a portion of a copyrighted piece within a 24 hour period of copying

Written Communication: Grammar and Style Review

• Review pages 34-77

Conclusion

• “If we are careless in our communications, the community may wonder what business we have educating…”

• “We must… communicate clearly. If we don’t, we weaken the public’s trust.”