TCBC Partner Communication Management Tool | Requirements Gathering by

Cross-team utilization and visibility

emilychan21 — 2024-09-26 22:14:47 UTC

For partners, groups, entities that we are engaging with. Currently working on separate repositories.

Minimize cross-posting

2024-09-26 22:15:08 UTC

Sending out messages and making sure we are not send comms multiple times to the same person(s)/partners

Database

2024-09-26 22:15:12 UTC

have a centralized database of partners that we are able to categorize and have contact information for

Engagement tracking (analytics)

2024-09-26 22:17:32 UTC

Be able to track levels of engagement by partners over time to inform engagement strategy

Missed opportunities in leveraging existing relationships

emilychan21 — 2024-09-26 22:17:37 UTC

Ex. miss out in following up with a trained provider in helping to incorporate them into their network of knowledge of resources

Multiple points of contact per engagement

emilychan21 — 2024-09-26 22:18:36 UTC

Too many TCBC personnel contacting one contact. There is lack of strategic cohesion in connecting with partners.

Partner stratification

2024-09-26 22:19:21 UTC

Known but unclear and undocumented stratification of partner groups. A lot of folks wear multiple hats as well.

Duplication of conversations with other HA personnel or partners

emilychan21 — 2024-09-26 22:19:32 UTC

Some staff may collaborate with staff on the same topics and not aligning with each other even though it could be the same initiative

Mass communication

emilychan21 — 2024-09-26 22:20:32 UTC

There is lack of centrality and stratification of communication with different groups and partners.

Ex. holiday card to partners. took a week to gather and validate all the contacts. there was no central place holding information of all strategic partners. Had to review and collate several lists, manual entry and validating.

Ex. sending out mass communication about new health education coming up. Need to pull together several lists and there is risk of missing partners and contacts.

Partners and contacts not receiving all relevant communication

emilychan21 — 2024-09-26 22:24:16 UTC

There is a lot of manual validation needed to validate the different lists and ensuring that certain communications get out to all relevant contacts.

Contact list creation and management

emilychan21 — 2024-09-26 22:24:27 UTC

Ability to filter or label for different types of contacts (by health care provider, role, master list, etc.)

Create special labels or tags based of need (ex. divisions of family of practice, etc.)

Tracking and Activity

sonyakung — 2024-09-26 22:24:46 UTC

Difficulty to track engagement when there are several members are working on the activity

Historical tracking of engagement and points of interaction with a contact

emilychan21 — 2024-09-26 22:25:37 UTC

Journey mapping of contact engaging with TCBC

Centralize intake of inquiries with TCBC

emilychan21 — 2024-09-26 22:26:31 UTC

Relationship Continuity with contacts that engage with TCBC at different points or scenarios

emilychan21 — 2024-09-26 22:27:34 UTC

Being able to follow-up with contacts after their first point of contact would bring a lot of value in building relationships with the community

Automation

emilychan21 — 2024-09-26 22:29:00 UTC

A lot of manual processes with excel spreadsheets and using the website to track at the moment

No current system

sonyakung — 2024-09-26 22:29:58 UTC

Still functional but if there is a better option - more than open to exploring options

Automations in contact collection

emilychan21 — 2024-09-26 22:32:01 UTC

Engagement and relationship tracking

emilychan21 — 2024-09-26 22:32:13 UTC

Mass communication capability

emilychan21 — 2024-09-26 22:32:36 UTC

Content library and template tool

emilychan21 — 2024-09-26 22:34:28 UTC

Nice to have

Levels of notifications

sonyakung — 2024-09-26 22:34:46 UTC

Create based on need

Individualize owners of tasks or contacts for taking the lead on engagement or relationship building

emilychan21 — 2024-09-26 22:36:57 UTC

Progress or status tracking of tasks and engagements

emilychan21 — 2024-09-26 22:37:35 UTC

New training and education being offered

emilychan21 — 2024-09-26 22:41:29 UTC

New resources to promote

emilychan21 — 2024-09-26 22:41:36 UTC

Evaluation

emilychan21 — 2024-09-26 22:41:41 UTC

Contacting contractors and SMEs for different initiatives and research

emilychan21 — 2024-09-26 22:42:06 UTC

Major organization changes

emilychan21 — 2024-09-26 22:43:03 UTC

Changes to care systems and care access

emilychan21 — 2024-09-26 22:43:17 UTC

Standards of care for trans people, could include regulatory updates, practice updates, etc.

Staff updates and changes

emilychan21 — 2024-09-26 22:43:49 UTC

Holiday cards/ General partner appreciation communications

emilychan21 — 2024-09-26 22:45:10 UTC

Community or program events

emilychan21 — 2024-09-26 22:45:30 UTC

Engagement opportunities and calls to actions for feedback

emilychan21 — 2024-09-26 22:46:18 UTC

Funded projects - core partners

emilychan21 — 2024-09-26 22:47:30 UTC

Surgical readiness contacts

emilychan21 — 2024-09-26 22:47:52 UTC

Provincial partners - similar organizations

emilychan21 — 2024-09-26 22:48:44 UTC

Allies and organizations across BC

National partners

emilychan21 — 2024-09-26 22:48:52 UTC

Navigators - national contacts connected with specific operational programs or campaigns

emilychan21 — 2024-09-26 22:49:27 UTC

TCBC staff

emilychan21 — 2024-09-26 22:50:46 UTC

Specific contacts or coordinators. Should not be widely accessible to all staff?

Key clinical & community partners: local, regional, national.

emilychan21 — 2024-09-26 22:52:29 UTC

Regional Health Authorities in B.C.

emilychan21 — 2024-09-26 22:52:36 UTC

Access levels and permissions

emilychan21 — 2024-09-26 22:53:57 UTC

Only certain users can send mass communications

Provincial Partnerships & Networks (Community & Clinical) –TCBC Program Advisory Group, VCH Gender Surgery Program, BCCH gender clinic, MSP , Peer funded network

sonyakung — 2024-09-26 22:55:57 UTC

Clinical Mentorship Call

sonyakung — 2024-09-26 22:56:12 UTC

ECHO Trans Care BC

sonyakung — 2024-09-26 22:56:54 UTC

External (non-TCBC) provider listservs (e.g. BCTCG)

sonyakung — 2024-09-26 22:57:11 UTC

Workflow management

emilychan21 — 2024-09-26 22:57:40 UTC

Help control quality for mass communications - include sign-off or oversight before sending out

Divisions of Family Practice

sonyakung — 2024-09-26 22:57:42 UTC

Colleges / Universities

sonyakung — 2024-09-26 22:58:02 UTC

Registration bodies

sonyakung — 2024-09-26 22:58:14 UTC

Ministry of Health (provincial)

sonyakung — 2024-09-26 22:58:34 UTC

Health Canada (federal)

sonyakung — 2024-09-26 22:58:36 UTC

Restrict confidential information collection

emilychan21 — 2024-09-26 23:00:04 UTC

Only email, phone, contactor, description or label of which contact group they belong but nothing too qualitative that over captures personal information