Frequently Asked Questions (FAQ)

The purpose of this pilot is to test and refine a cohesive, standardized approach to enterprise communications at Carnegie Mellon University (CMU). This includes evaluating platform usage, brand standards, and audience management practices.

CMU is implementing this initiative to reduce fragmented communication tools and practices. The goal is to establish consistent, scalable, and data-informed communications that align with institutional standards.

This pilot is assessing Emma as the main enterprise communication platform. Insights gained from the pilot will help in making decisions about future tool consolidation.

• Computing Services is responsible for application governance and technical delivery.

• University Communications & Marketing (UCM) will manage brand and communication standards.

• Emma acts as a platform partner and enabler, but it does not own CMU’s processes.

Participants are expected to:

• Use Emma for communication campaigns.

• Follow branded templates and communication standards.

• Actively engage in feedback and refinement processes.

Support offered during the pilot includes:

• Platform training and onboarding.
• Weekly office hours.
• Ongoing assistance from Computing Services, UCM, and Emma.

Emma provides:

• Training and guidance on the platform.
• Support for platform-related inquiries.
• Best practice insights.

While Emma aids in CMU’s transformation, it does not define governance, policy, or institutional standards.

Yes, departments will continue to be responsible for:

• Maintaining accurate audience data.
• Utilizing lists in accordance with established governance standards.

The pilot will evaluate:

• Adoption and sustained usage of the platform.
• Compliance with communication standards.
• Engagement performance.
• Reduction in the use of decentralized tools.

The results of the pilot will guide:

• Decisions about an enterprise rollout.
• Improvements to governance, templates, and workflows.
• Expansion to additional departments.

Departments not included in the initial pilot group may express interest using the Pilot Request Form. They will be considered for onboarding during the expansion phase.

You can:

• Attend office hours.
• Use designated support channels.
• Submit feedback through the provided form.

Your feedback will directly influence:

• Enhancements to the platform.
• Improvements to templates and workflows.
• The strategy for enterprise rollout.