Change is unavoidable, and managing it effectively is crucial for an organisation’s growth and ability to adapt. Throughout the change process, communication plays a vital role to successfully introduce new technologies or IT solutions. It’s crucial to keep everyone informed and engaged throughout the entire change project, from the initial announcement to ongoing support after the rollout.
Good communication isn’t just a helpful tool for IT projects; it’s the foundation of successful user adoption. It is key to creating awareness, securing support, addressing concerns, clarifying information, celebrating achievements and collecting feedback.
By focusing on clear, inclusive and continuous communication, you’re more likely to manage changes smoothly and foster a positive environment for adopting new technologies.
| Communication Goals | Why is it important | Outcome |
| Building Awareness and Understanding | Communication helps increase awareness among users about upcoming changes, the reasons behind them and the expected benefits. | When users are well-informed and understand the purpose of the changes, they are more likely to accept and support the new technology. |
| Addressing Concerns and Managing Resistance | Users may have apprehensions and concerns about the impact of the changes on their roles, workflows or even job security. Building “champions” in different business areas can greatly help in addressing any concerns, as hearing the message from someone they identify with can greatly reduce any apprehensions . | Open communication helps build trust by providing users with relevant information about the changes, including the reasons, benefits and potential challenges. It allows businesses to address any concerns, correct misunderstanding and gain user buy-in, helping reduce resistance to the change. |
| Employee Engagement | Inclusive communication involves encouraging users in the decision-making process, seeking their input and valuing their perspectives. This creates a sense of ownership and involvement . | Engaging employees through effective communication ensures their buy-in and support, giving them an active role in the change process. |
| Setting Clear Expectations | Communication sets clear expectations regarding the timeline and outcomes of an IT project. Users need to understand what changes to expect and when to expect them. | Clear expectations help manage user anticipations, reducing uncertainty and anxiety associated with the implementation of new technologies. |
| Training, Support and Development | Communication is vital for announcing and organising training programs. It informs users about the resources available for their skills development and ensures that they have the necessary support . | Communication facilitates the delivery of training materials, user guides and support resources, empowering users to acquire the necessary skills and knowledge they might need. It provides opportunity for feedback on these support materials and enable continuous improvement. |
| Updates and Progress Reports | Regular updates on the progress of an IT project keep users informed about milestones, successes and any challenges. It reinforces a sense of accountability among everyone involved while keeping them motivated about their progress. | Transparent communication gains trust and keeps users engaged throughout the implementation process. It also allows the business to update their communications based on feedback and changes to any circumstances. |
| Encouraging Two-Way Communication | Creating channels for two-way communication allows users to provide feedback, ask questions and share their experiences. | Establishing feedback channels is invaluable in enabling users to express concerns, provide input and suggest improvements, which creates a culture of continuous improvement and responsiveness. |
Communication channels to use for change management
Different communication channels serve different purposes, depending on the nature of the message you are trying to get across and the phase within a project.
Tailoring the communication channels to the specific needs of each project phase can help ensure that the information given is delivered effectively, the stakeholders are engaged and potential challenges or issues are identified early.
Having multiple communication platforms also ensures that users can receive important messages on their preferred channel, which makes them easier for them to stay updated about the change project. It’s also important to consider accessibility in communications to ensure all employees have the same access to important information.
Here are a few examples of various communication channels and their purpose within different project phases:
| Communication Channel | Project Phase | Purpose | Advantages |
| Throughout the duration of the project | General updates, announcements, documentation sharing and guidance | Easy to use and archive, widely used, asynchronous, and reaches large audiences | |
| Project Management Tools | Planning, scheduling and implementation | Task assignments, progress tracking, issue resolution | Centralised project information, real-time updates, task management |
| Video Conferencing | Planning, execution and monitoring phases | Meetings, training sessions, collaborative discussions | Face-to-face interactions, ccreen sharing, live remote collaborations |
| In-Person Meetings | Planning & kick-off phases | Project kick-off, stakeholder alignment, major decision-making | Immediate feedback, interpersonal connections |
| Quick Messaging Platforms | Through duration of the project | Team communication, quick updates, knowledge sharing, document sharing | Real-time chat, channel-based organisation |
| Training Sessions and Workshops | Training and implementation phases | Skills development, onboarding, answering user queries | Interactive learning, immediate clarification of any uncertainty |
| Newsletters and Project Updates | Throughout the duration of the project | Project highlights, achievements and milestones | Summary of project progress, keeping stakeholders informed |
| Social Intranet or Forums | Throughout the duration of the project | Community building, sharing best practices, informal communication | Giving a sense of community, encouraging discussions |
| Feedback Surveys | Pilot testing and post-implementation phases | Gather user feedback, identify areas for improvement | Anonymity encourages users to share their honest feedback, structured data collection |
| End User Guidance Documentation | Pilot testing and post-implementation phases | Guide users on how to use the new tool or tech, serve as a go-to resource for users | Help users troubleshoot basic issues themselves, provide clarity on the new tool |
Ultimately, organisations have multiple communication platform options available to them. So, you can tailor your communication system according to your people’s needs, preferences and even culture. This ensures that you have a solid network of support and an open avenue for feedback for your users, making them feel informed and involved throughout the change process.
If you need assistance with facilitating organisational change, Insentra is here to guide you. Contact us to book a consultation or download our eBook, “Driving Seamless Change: The Role of Adoption and Change Management in Digital Transformation,” for helpful tips and strategies on how to effectively manage organisational change.
