From Order-Takers to Precision Impact-Drivers: What's Next for IT Communications Teams

Higher education IT organizations are navigating rapid change driven by AI, resource constraints, and increasing expectations for digital experiences, forcing a shift in how communications teams are structured and deliver value. This poster explores the evolution from reactive, request-driven “order-takers” to “precision impact-drivers,” highlighting how one university redesigned roles and workflows to capture attention, guide understanding, and drive user action across the full life cycle of a campaign or change. By integrating communications with IT Service Management and Organizational Change Management, this model enables more targeted, scalable, and outcome-driven communication aligned to the demands of a changing higher ed landscape.