This communication plan outlines changes being made to the VA website and appointment system. It identifies objectives of explaining the changes, providing timelines and descriptions, and communicating with veterans and staff. Staff will be notified by email and trained in-person. Veterans will see banner ads and the updated site. Feedback from staff and veterans will be gathered through surveys to improve future updates.

1. RUNNING HEAD: Signature Assignment: Change Process Communication Plan
Signature Assignment: Change Process Communication Plan
Erica Jones
July 7, 2019
University Of Phoenix
Dr. C. Nortiz

2. RUNNING HEAD: Signature Assignment: Change Process Communication Plan
Communication Plan:
Plan Objectives
 Explain the reason for upcoming changes to VA website
 Provide description of upcoming changes
 Provide timeline of updates
 Communicate upcoming changes to veterans
 Schedule training for staff members
 Review feedback and look for future opportunities
Target Audience
 VA Staff Members
 Veterans contacting the VA
Communication types
 Email communications to staff members
 Face-to-face training for staff members
 Website banner for veterans
 Feedback surveys for staff members and veterans

3. RUNNING HEAD: Signature Assignment: Change Process Communication Plan
Initial communication will be provided to staff members via email on day one. To
prepare the Veterans for the changes, a banner ad will be added to the website later the
same day. Over the course of a week, the backend changes will be made to the website
and staff members will receive individual emails scheduling the face-to-face training. A
final communication will be sent via email to staff members after training is complete
before the website changes go live. Veterans will see the updated website and new
appointment system on launch day.
After training, staff members will participate in a feedback survey to determine areas of
concern. Follow-up communications will be sent as necessary, based on staff member
feedback. Staff members will also have access to an internal feedback link after the
program has gone live. This link will remain active for the foreseeable future to allow
upward communication from staff members that use the system daily. Their feedback is a
valuable resource for future updates.
Feedback from veterans is a valuable resource as well. Veterans will have access to a
satisfaction survey link on the VA website. This will allow them to leave comments and
complaints regarding the appointment system. Future updates will use this data to
improve the veteran experience even more.

4. RUNNING HEAD: Signature Assignment: Change Process Communication Plan
References
Goman, C. K. (2013, July 18). Communicating Change: What People Want To Hear And
What They Need To See. Retrieved from
https://www.forbes.com/sites/carolkinseygoman/2013/07/18/communicating-change-
what-people-want-to-hear-and-what-they-need-to-see/#1d80f4922a98
Kantor, R. M. (2012). Change Management . Retrieved https:/hbr.org/2012/09/ten-
reasons-people-resist-chang
Roth, A. (2015, March 16). When and How to Communicate a Technology Rollout Plan.
Retrieved from https://www.nten.org/article/when-and-how-to-communicate-a-
technology-rollout-plan/
Spector, B. (2013). Implementing organizational change, theory into practice (3rd ed.).
Retrieved from The University of Phoenix eBook Collection database
Unknown. (2015, June 03). VHA Office of Emergency Management. Retrieved from
https://www.va.gov/vhaEmergencyManagement/Logistics.asp