The document outlines a change management communication plan consisting of 5 phases: Awareness, Understanding, Adoption, Reinforcement, and Sustainment. The Awareness phase focuses on informing stakeholders of the upcoming change. The Understanding phase provides more targeted information on the specific changes. The Adoption phase sets expectations and provides necessary information prior to training. The Reinforcement phase provides support to leaders and day 1 scenarios. The Sustainment phase acknowledges benefits achieved and tracks adoption outcomes.

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Define the Change Prepare for Change Make the Change Happen Make the Change Stick
UNDERSTANDING
ADOPTION
REINFORCEMENT
The AWARENESS phase
focuses on informing
impacted stakeholders
that:
• Initiative is happening
• What change is about
• Benefits
• When to expect
changes
The UNDERSTANDING
phase builds on the
Awareness Phase to
provide more direct and
targeted information
(What’s In It For Me)
regarding the specific
changes to occur
The ADOPTION phase
focuses on showing:
• Set expectations
• Timeline updates
• Necessary info to
know prior to training
and during roll-out
The REINFORCEMENT
phase provides:
• Day 1 scenarios
• Support for leaders
to reinforce changes
• Information and
motivation to:
• Sustain adoption
• Drive proficiency
The SUSTAINMENT phase
provides messaging
support acknowledging
• Post go-live updates
Business benefits are
being achieved
• Tracking adoption
outcomes
Validation
Information
(General)
Structure
Involvement
(Change Agents)
Alignment
SUSTAINMENT
Communication
(Targeted)
AWARENESS
Go Live
Communication Phases