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This presentation or communication may contain confidential and proprietary information and is intended solely for the authorized use and information of the client to whom it is addressed. It should not be
copied, disseminated, or used in any other manner without the prior written consent of Forsythe.
Intranet Makeover Summit
April 2016
HOW TO STRENGTHEN USER ADOPTION BY USING TRADITIONAL CHANGE MANAGEMENT TOOLS
2
Liz VaggelatosKnowledge Manager –
Communications & Sharing
3
4
5
6
Nobody washes a rental car.
7
What is
Change
Management?
Tools &
How to
Use
Them!
Change
Management
& User
Adoption
CASE STUDY
9
FORSYTHE TECHNOLOGY
Forsythe is one of the largest independent IT integrators in
North America. We provide consulting and end-to-end
solutions to help companies make smart IT investment
decisions that deliver real results.
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11
FORSYTHE TECHNOLOGY
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OLD INTRANET
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OLD INTRANET
Unstable Vulnerable Graveyard
14
OBJECTIVES
Provide an engaging,
centralized and company-wide
portal that:
1. Delivers just-in-time
information
2. Infuses our company culture
3. Provides a good first
impression
4. Improves “find-ability”
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Knowledge Management
MarketingInformation Technology
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OUR APPROACH
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NEW INTRANET
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NEW INTRANET
CHANGE MANAGEMENT & USER ADOPTION
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“Change management is the discipline that
guides how we prepare, equip and support
individuals to successfully adopt change in
order to drive organizational success and
outcomes.”
Source: Prosci, https://www.prosci.com/change-management/what-is-change-management
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143% vs 35%
22
Did your end users actually
use the solution?
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Preparing for Change
Managing the Transition
Reinforcing Change & Behavior
Source: Greenfield, Anthony. The 5 Forces of Change
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Who HowWhat
CHANGE MANAGEMENT TOOLS
Change
Impact
Assessment
Stakeholder
Analysis
Communication
Plan
CHANGE IMPACT ASSESSMENT
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KEY PLAYERS
• Facilitator
• Project team
• Business Subject Matter
Experts (SME)
• Others, as needed
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Overview of the
Change
Impacted
Groups
Change Impact
Description
Degree of
Impact
Recommended
Intervention
• List out each
change on a
separate line
item
• Include a brief
description of
the change
• Identify ALL
groups that
maybe impacted
by the change
• Err on the side
of inclusion
• For each
impacted group
explain how
they are
impacted and
what will be
changing in their
role
• The more detail
the better
• For each
impacted group
list the their
degree of impact
(high, medium,
low)
• Low: Minor
change.
• Medium:
Moderate
change.
• High: New/
complex
change.
• Typically are a
mixture of
communications
and training
options
• Low:
Communication
• Medium:
Communication
& training combo
• High: High
touch training &
communication
CHANGE IMPACT ASSESSMENT FRAMEWORK
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Overview of the
Change
Impacted
Groups
Change Impact
Description
Degree of
Impact
Recommended
Intervention
Forsythe will
now be
offering bagels
to celebrate
birthdays and
anniversaries
each week.
CHANGE IMPACT ASSESSMENT EXAMPLE
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CASE STUDY IMPLEMENTATION
STAKEHOLDER ANALYSIS
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STAKEHOLDER
Internal or external
individuals or groups who
will be impacted by change
KEY STAKEHOLDER
Those stakeholders who
have the ability to impact or
influence change
WHO IS A STAKEHOLDER?
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STAKEHOLDER
Internal or external
individuals or groups who
will be impacted by change
KEY STAKEHOLDER
Those stakeholders who
have the ability to impact or
influence change
WHO IS A STAKEHOLDER?
**Determined by Change Impact Assessment
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STAKEHOLDER
Internal or external
individuals or groups who
will be impacted by change
KEY STAKEHOLDER
Those stakeholders who
have the ability to impact or
influence change
WHO IS A STAKEHOLDER?
Determined by Change Impact Assessment Managed by the Stakeholder Analysis
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Who are the stakeholders?
What do they want?
Do they support you? Why or why
not.
What prevents them from
supporting you?
Who influences these
stakeholders? Can you influence the influencers?
Can these stakeholders be
involved in a positive way?
STAKEHOLDER ANALYSIS
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Key
Stakeholder
Stakeholder
Manager
Key Issue(s) Actions
Responding
to Issues
Due Date Status/
Comments
The key
stakeholder you
are developing
the action for.
The Core or
Extended Team
Member
responsible for
implementing
stakeholder
management
activities for this
person.
Key issues the
stakeholder
has.
Actions
required to
respond to
stakeholder
issues and
resistance.
The date the
actions are
required to be
carried out by.
Comments
regarding the
stakeholder that
will assist in
managing the
individual
effectively.
STAKEHOLDER ANALYSIS FRAMEWORK
36
STAKEHOLDER ANALYSIS FRAMEWORK
Level of Power & Influence
High power and
influence
Medium power
and influence
Low power
and influence Me
diu
mL
ow
Resistant Neutral Supporter
Stakeholder
Stakeholder
StakeholderStakeholder
Stakeholder
Imp
act o
f C
ha
ng
e
Reaction to Change
Hig
h
Support is necessary
Support is desirableSupport is unnecessary
Degree of Support Required
37
Key
Stakeholder
Stakeholder
Manager
Key Issue(s) Actions
Responding
to Issues
Due Date Status/
Comments
Manager of
Omaha Remote
Office
• Sales Team
• Central Area
Lead
Feels that the
remote offices
are always left
out of corporate
celebrations
STAKEHOLDER ANALYSIS FRAMEWORK
38
CASE STUDY IMPLEMENTATION
COMMUNICATION PLAN
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BENEFITS OF EFFECTIVE COMMUNICATION
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To create a strong communication strategy you should:
• Determine communication objectives
• Identify measures of success
• Leverage your stakeholder analysis
• Plan ahead to neutralize obstacles
• Focus your strategy on key messages
• Incorporate feedback mechanisms
COMMUNICATION PLAN FRAMEWORK
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Comm
Subject
Key Message Target
Audience
Delivery
Vehicle
Timeline Status/
Comments
High-level
description of
the
communication
• Detailed
outline of
communicati
on details
• Information
pulled from
Change
Impact
Assessment
The group/
team that will
be receiving the
communication
How the
message will be
communicated
• Start Date
• Send to
Approvers
Date (if
applicable)
• Disbursemen
t Date
• Comm status
• Additional
comments or
dependencie
s
COMMUNICATION PLAN FRAMEWORK
43
CASE STUDY IMPLEMENTATION
WRAP UP
45
143% vs 35%
46
What is
Change
Management?
Tools &
How to
Use
Them!
Change
Management
& User
Adoption
47
Nobody washes a rental car.