July Mobility Ffield
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July Mobility Ffield






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July Mobility Ffield July Mobility Ffield Presentation Transcript

  • Mobility Centrally Managed User Transition Communications
    • Rationale behind Communications planning
    • Identify stakeholders
    • Identify likely attitudes, issues etc. which could impede the Project
    • Identify communications messaging and methods to facilitate the change
    • Apply a ‘Force Field Analysis’…
  • Move to Optus Telstra Reduced charges Forces for change Forces against change Better device choice Better Support Faster procurement Easier invoicing Too busy to notice project Uncertainty about benefits Concern over loss of data Status quo Confusion Want to keep as is No choice but to change
  • Communications rationale
    • Emphasis is to reduce Restraining Forces
      • Not to ‘push’ driving forces
    • Seek to
      • Build interest, positive expectation, acceptance and readiness
      • Answer all the What, Why, When and How questions
    • ‘ High touch’ schedule as follows…
  • 14 days after Client survey 0 Transition occurs 1 SMS reminder 3 SIM and Welcome brochure to client ALL 8 User instructions email HOW 12 Phone contact to schedule cutover WHEN 15 Project information email WHY 18 Introduction email (from within site) WHAT Days before Transition Client Contact Tasks
  • Message co ntent – WHAT and WHY
    • Overview of Project, PBC decision, etc
    • Choice of Optus as new carrier
    • Significant reductions in call costs
    • Consistent centralised billing
    • New phone range, fast reliable procurement
    • 24X7 support
    • Website featured in every com
  • Message co ntent - HOW
    • Swap your SIM card with new Optus card
      • Which will be handed to you by technician
    • Optus will send an SMS reminder
    • Project will be in contact to check, and help with config to Exchange
    • Loss of service if don’t change SIM
    • Save important voicemail, SMS and MMS messages
    • Copy your Address Book
    • Phone number won’t change
  • Phase Two Coms
    • Similar approach
    • Adjusted against survey feedback
    • Supported with on-site communications
    • Emphasis on LITE involvement
      • Inform/schedule clients
    • And management
      • Disseminate staff memos