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Face your communication challenges when implementing a digital workplace, based on the RIZIV and TVH cases, presented by Ellen Geens (ChangeLab) at the "Successful Digital Workplace Adoption" conference on November 13, 2019

Ellen Geens (ChangeLab) described the communication challenges, and gave tips and tricks for the change communication when implementing a digital workplace at their RIZIV and TVH customers

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Facingyourcommunicationchallenges
whenimplementingadigitalworkplace
Introduction
Introduction
https://www.youtube.com/watch?v=fW8amMCVAJQ
Introduction
INNOVATORS
I wish I had
joined this
journey
earlier!
I think I want to try...
Can you help me?
What a great way
of working!
EARLY ADOPTERS EARLY MAJORITY LAGGARDSLATE MAJORITY
You can
do it!
Theuseradoptionlifecycle
Introduction
Inwhichdirectiondoesthetraingo?
CHANGE
AWARENESS
I understand
what the
change is about
and how it will
impact me...
DESIRE
I believe the
change is
important and
want to know
more ...
KNOWLEDGE
I know how I
can embrace
the new way of
working...
ABILITY
ACTION
I am able to
actively
participate in
the new way of
working...
REINFORCE-
MENT
I know my
contribution to
the change was
appreciated
and I am
rewarded
for it ...
ADKAR-Changeisaprocessthatwecaninfluence

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Face your communication challenges when implementing a digital workplace, based on the RIZIV and TVH cases, presented by Ellen Geens (ChangeLab) at the "Successful Digital Workplace Adoption" conference on November 13, 2019

  • 4. Introduction INNOVATORS I wish I had joined this journey earlier! I think I want to try... Can you help me? What a great way of working! EARLY ADOPTERS EARLY MAJORITY LAGGARDSLATE MAJORITY You can do it! Theuseradoptionlifecycle
  • 6. CHANGE AWARENESS I understand what the change is about and how it will impact me... DESIRE I believe the change is important and want to know more ... KNOWLEDGE I know how I can embrace the new way of working... ABILITY ACTION I am able to actively participate in the new way of working... REINFORCE- MENT I know my contribution to the change was appreciated and I am rewarded for it ... ADKAR-Changeisaprocessthatwecaninfluence
  • 10. Purposeandvision Engage the employees for: A healthy and sustainable worklife, where we work together in a digital environment But how do we make sure people are pursuing this goal with us? Communication is key!
  • 11. Defineyourcommunicationpurpose Inform • One way • Formal & informative • Content is known Inspire • One way but expecting a changed behavior • Creative, teasing • Content is known Engage • Two way • Asking, ownership is with the receiver • Content is not known
  • 12. Defineyourcommunicationpurpose Inform • One way • Formel & informative • Content is known Inspire • One way but expecting a changed behavior • Creative, teasing • Content is known Engage • Two way • Asking, ownership is with the receiver • Content is not known For example: "Team X is now going to meet online. So can we!“ Purpose: Inspire For example: "Do you want to become our ambassador for a digital workplace? Purpose: Engage For example: "This is WHY changing to a digital workplace is important." Purpose: Inform
  • 13. Yourmediumdependsonthegoal For example: "Team X is now going to meet online. So can we!“ Purpose: Inspire For example: "Do you want to become our ambassador for a digital workplace? Purpose: Engage For example: "This is WHY changing to a digital workplace is important." Purpose: Inform During team- meeting Video Survey
  • 14. Definethesender For example: "Team X is now going to meet online. So can we!“ Purpose: Inspire For example: "Do you want to become our ambassador for a digital workplace? Purpose: Engage For example: "This is WHY changing to a digital workplace is important." Purpose: Inform During team- meeting Video Survey SPONSOR TEAMLEAD CHANGE DIGITAL TEAM
  • 15. Definethesender At RIZIV, the sponsor occasionally comes into play: Examples: - A video about the vision of the project - Presenting the 'Going Digital' award - Participating in events that support the change to the digital workplace The sponsor is crucial in creating belief in the project - communication from the WHY For example: "This is WHY changing to a digital workplace is important." Purpose: Inform Video SPONSOR
  • 16. Definethesender At RIZIV, team leadership is important: Examples: - Stimulating and engaging the service - Repeating communications - Creating desire to change - WIIFM and What’s in it for the Team We need the team lead to boost the desire for a digital work environment. For example: "Team X is now going to meet online. So can we!“ Purpose: Inspire During team- meeting TEAMLEAD
  • 17. Definethesender At RIZIV, we as a change team are committed to informing teamleads, sponsors and ambassadors. Examples: - Asking for tips from employees - Organisation of working groups, round tables - Bringing teamleads together in workshops - Exchange moments with ambassadors Change teams are rarely the ideal messenger. But behind the scenes, they make sure that the information reaches the right channels! For example: "Do you want to become our ambassador for a digital workplace? Purpose: Engage Survey CHANGE DIGITAL TEAM
  • 18. Timeline For example: "Team X is now going to meet online. So can we!“ Purpose: Inspire For example: "Do you want to become our ambassador for a digital workplace? Purpose: Engage For example: "This is WHY changing to a digital workplace is important." Purpose: Inform During team- meeting Video Survey SPONSOR TEAMLEAD CHANGE DIGITAL TEAM When do we communicate
  • 19. Experiences Use sponsor in early stage Start from what lives within the organisation rather than technological possibilities Build a story / concept / Character Use Humour
  • 20. We chose… Kick-off @Microsoft! the Wallabies! Are you a digital enthusiast colleague, eager for a new adventure?
  • 21. We still organize reflection sessions, we have a platform were we share experiences and ask questions. We make sure they feel connected! Now, it’s up to them! The BIG JUMP sessions
  • 22. LessonLearned Make sure that information reaches the right people quickly enough! By communicating you can counter resistance and gossip. "In our new building, asbestos has been found. We will never move!" Funny Anecdote, was never true!
  • 26. How will we get everyone on board? @ChangeLab.be #WeAreChangeLab
  • 27. Business case: TVH Collaboration: Support & Specific scenarios Implement: Testing & Training Readiness: Analysis & Awareness
  • 28. Business case: TVH Collaboration: Support & Specific scenarios Implement: Testing & Training Readiness: Analysis & Awareness
  • 29. Business case: TVH Theflowofanambassador Project team: Coaches the ambassador Ambassador: Supports the key-users Key-Users: Align with the business
  • 30. Business case: TVH Theflowofanambassador Project team: Coaches the ambassador Ambassador: Supports the key-users Key-Users: Align with the business
  • 31. Business case: TVH Theflowofanambassador Project team: Coaches the ambassador Ambassador: Supports the key-users Key-Users: Align with the business
  • 32. Business case: TVH "An ambassador is a person who is interested in technology as a means to help themselves and others achieve their goals. Someone who is willing to invest in learning skills to make this happen.” The ambassador will make his/her colleagues enthusiastic about the change by spreading the message, giving training and answer their first questions. Theroleofanambassador
  • 33. Business case: TVH "An ambassador is a person who is interested in technology as a means to help themselves and others achieve their goals. Someone who is willing to invest in learning skills to make this happen.” The ambassador will make his/her colleagues enthusiastic about the change by spreading the message, giving training and answer their first questions. Theprofileofanambassador ENTHUSIASTIC • Interested in technology • Positive towards the change • Good communicator: Can spread the message & give training • Always looking for a solution PEOPLE-PERSON • Wants to help • Makes colleagues feel at ease • The face: Can gather colleagues ánd be their ‘go-to-guy’ for any type of question
  • 34. Business case: TVH Alittlepieceofadvice 1. Communication is key Be clear and honest about what is coming. Keep people informed about what they can expect and when – even if it means a postponed deadline or that you simply don’t know something. Just remember to always end with a positive note! 2. Celebrate! Roll-outs are intense. Take the time to celebrate successes, even the small ones! Take pictures of trainings and roll-outs, use newsletters, and maybe hand-out a gadget? 3. WHO do I need to hear this message from? Some messages come accross stronger when they are delivered by a key spokesperson. E.g. A (video) message from the CEO might do miracles ;) 4. The best ambassadors are the ones who choose to be an ambassador!
  • 35. Business case: TVH When you focus on “the people side of change” these people will support the change and will put effort in helping (you) reach the goal
  • 36. Business case: TVH When you focus on “the people side of change” these people will support the change and will put effort in helping (you) reach the goal