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Communication during system rollouts

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Steps to effective communication during system rollouts.

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Communication during system rollouts

  1. 1. Critical Path The Importance of Effective Communications during IT Changes Dr. Jim Bohn Pro/Axios Minneapolis, MN
  2. 2. 65% of successful change is communication. • People understand the change. • People gain an understanding of what‟s happening during the change. • They learn how to adapt to the change. • They prepare for the change. • They integrate the change into day-to-day operations.
  3. 3. Yet IT CHANGES place heavy demands on human communication processes … • Complexity • Often encompass tens of thousands (millions, billions) of interconnecting parts. • Cognitive Demand • Significant (Radical?!) amount of required detail. • Terms often understood only by specialists.
  4. 4. The Primary Challenge of Communications During an IT project … Complexity + Cognitive Demand = BOREDOM X (busyness + distraction)
  5. 5. Boredom is costly in many ways. • Time wasted in meetings of unnecessary complexity. • Opportunity costs. (I could be working on something else.) • Lost energy. • Frustration. • “This is a waste of time!”
  6. 6. IT changes require significant communication to be effective … but … IT Technology people are experts in IT. They are generally not trained in communications.
  7. 7. Critical Stakeholders of Communication During an IT Change Executives To support the project To ensure proper training Technology Teams Managers External System Users To build the best infrastructure To plan for effective follow-up To assess the effectiveness of the investment To use the system as designed
  8. 8. How to simplify communications: • Formatting communications by asking (and answering) direct questions that do NOT require technical language. • Approach the communications from the standpoint of the listener, not the technology team.
  9. 9. Benefits of simplicity? • Saves corporate investment in time, moral and dollars: • People don‟t have to struggle with unnecessary terms. • Teams can move forward with what they need to „get the job done.‟ • Prevents boredom.
  10. 10. Major Categories of Communications During an IT Change Executives External System Users Process What will be different in the new world? Training – what is the plan? Role Inventory – who does what? Technology Teams
  11. 11. Major Categories of Communications During an IT Change Executives Process Training Data Management What needs cleanup? What is being added? External System Users Technology Teams
  12. 12. Major Categories of Communications During an IT Change Executives Process Training – what is the plan? Data Management What needs Cleanup cleanup? What is being added? External System Users Logistics of the Change System Cutover When does this happen? To whom? How? Role Inventory – who does what? Technology Teams
  13. 13. Major Categories of Communications During an IT Change Executives Process Training – what is the plan? Data Management What needs Cleanup cleanup? What is being added? External System Users Logistics of the Change System System Cutover Cutover When does this happen? To whom? How? Role Inventory – who does what? Technology Teams Tool Training – what is the plan?
  14. 14. Major Categories of Communications During an IT Change Executives Process Training – what is the plan? Data Management What needs Cleanup cleanup? What is being added? External System Users Logistics of the Change System System Cutover Cutover When does this happen? To whom? How? Role Inventory – who does what? Technology Teams Tool Training – what is the plan? Infrastructure Who buys the system? Who installs? Where? Backup?
  15. 15. Major Categories of Communications During an IT Change Executives Process Training – what is the plan? Data Management What needs Cleanup cleanup? What is being added? External System Users Logistics of the Change System System Cutover Cutover When does this happen? To whom? How? Role Inventory – who does what? Technology Teams Tool Training Infrastructure Who buys the system? Who installs? Where? Backup?
  16. 16. Simplicity of communications during IT projects … • Saves precious human energy by avoiding unnecessary boredom. • Focuses on the necessary … and no more. • There is no need to make something unnecessarily complex.
  17. 17. Pro/Axios • • • • • We offer plainspoken guidance for those who do the work. Check out the Rapid Diagnostic @ www.ProAxios.com info@proaxios.com 651-302-1574 Minneapolis, MN, USA Organizational Insight Leading to Organizational Transformation 2/4/2014

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