Step 2 – Finding and setting up the communications channels

I find that the next step can easily get lost in the rush to deliver something tangible for a client. This stage is about making sure that clear channels are open for communication to and from the recipients of the change. 

Communications channels will already exist but they are often saturated – like email and meetings - and they don’t give enough visibility to a change. Make sure you are enabling and encouraging the return flow of questions, feedback and gossip that will give you advance notice of responses to the change.  It is the ripples that the change makes that will influence climate and success. (Good ripples, we like). 

I work to do this by ensuring we: 

• Create and publicize a central, authoritative place to go for accurate, timely information
• Recruit, nurture and reward change champions at every level
• Invite exchanges about adding, building and growing the change to meet its aim and more
• Provide frequent updates, look for themes and answer questions in real-time
• Create a role and a rhythm for each channel to everyone knows what to expect
• Enable honest, empathetic sharing of views, ideas, stories and concerns

There is a massive oversupply of information at  work nowadays. Stripping down change communications to the point where we add real value for users is a big challenge. I find that email, voicemail messages and posters along the office walls are just cuter ways to broadcast. Without a way to see and hear the ripples that the change will bring we have no way of managing the `change overhead`.  Maybe I am aiming for perfection but surveys that only half the users complete and Twitter tools that many still find too funky make it hard to watch those ripples. Have you found good ways to do this?
 

 

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