The list below reflects our most frequently asked questions. Additional guidelines are provided further down this page.
Q1. How much project detail should I include in a ticket?
All your details must be in the ticket before a Communications project can begin. Details include dates, times, promotional copy, and links to completed RSVP forms. Simply submitting a ticket (with limited details) will NOT activate a project.
Q2. When will my ticket be processed?
Tickets are processed in 24-48 hours, or two business days. This means the Comm Project Manager (PM) has two business days to retrieve, review and respond to a ticket. This does not mean your project will be completed in two days. The timeline is a practical reflection of the environment for the project manager. A project manager is also doing the work on a project, which includes meeting with clients and with Comm team members, editing copy, building webpages etc. The project manager is not a 'support desk attendant' waiting for tickets to come in and immediately assigning out project roles.
Q3. How do I submit a change or update my ticketed project?
All changes should be posted in the original project ticket. Do not submit additional tickets related to a project already in the ticketing system. One project = one ticket.
Q4. Can I just email the PM my change? It's small.
Using email strings to manage a project is the quickest way to confuse the workflow. Do not send emails to any Comm team member about a ticketed project. Always post your update in the original project ticket.
Q5. Can I text the project manager my change or update? It's small.
Texting is a an informal channel and not designed for project management. Please do not text any Comm team member regarding a ticketed project. Always post your update in the original project ticket.
Q6. Can I submit a ticket after business hours?
Yes, but the 2 business day timeline will begin on the next business day. (e.g. If you submit a ticket at 9pm, 'the 2 day clock' starts at 8am the next business day.)
Q7. What is considered a 'business day' by Communications?
Communications department project managers work Monday through Friday and calculate a business day based on this schedule. This Communications' department schedule is consistent with other ministry organizations.
Q8. Should I go through the ticketing system for video ideas?
All project requests, including video, should utilize the ticketing process. Video will always require a follow-up meeting. Be aware that video is CPC's most labor-intensive (translation: expensive) project and should be requested 3 months in advance of deadline.
Q9. I found an image online. Can I submit it with my ticket?
In most cases, Communications cannot incorporate an image found online into a CPC design. It's not best practice to "borrow" another designer's work and may be illegal if the found image is copyrighted. We prefer photos of a CPC activity, a member, or a logo of a partner organization.
Q10. Why did Communications edit the copy I submitted?
There are a myriad of editorial and design reasons behind any edit. In short, CPC's Communications department is ultimately responsible for the integrity of all marketing and communications. Therefore everything, from text copy to imagery, will reflect Communications' standards and best practices.
Q11. How can I get a new ticket turned-around in the same day?
Same day requests will be considered in the context of the Communications team's workload. Bypassing the standard process disregards other ministries' projects and keeps a project manager from hitting deadlines already in the que. 99% of same-day "emergency" requests are the result of a lack of planning by the requestor.
Q12. My ticket says my project deadline has changed, why?
When new details emerge about any project, it changes the project scope. Comm project managers invest hours, days and sometimes weeks in the design layout of every project. Introducing "late breaking" information, images, or IDEAS requires a designer or editor to go back to the drawing board, literally. Deadline extensions are required for many project changes.
Q13. Why the two day timeline on project tickets?
The timeline is a practical response to the responsbilities of a CPC Project Manager. A Project Manager typically takes a hands-on role in the work on a project, which includes meeting with clients, meeting with Comm team members, editing copy, and even building webpages. The Project Manager is not a 'support desk attendant' waiting for tickets to come in and immediately assigning out project roles.
Policy on Texting After Business Hours