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Page 1: HOW TO STRENGTHEN USER ADOPTION BY USING …€¦ · HOW TO STRENGTHEN USER ADOPTION BY USING TRADITIONAL CHANGE MANAGEMENT TOOLS. 2 ... We provide consulting and end-to-end solutions

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

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2

Liz VaggelatosKnowledge Manager –

Communications & Sharing

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Nobody washes a rental car.

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What is

Change

Management?

Tools &

How to

Use

Them!

Change

Management

& User

Adoption

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CASE STUDY

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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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FORSYTHE TECHNOLOGY

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12

OLD INTRANET

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13

OLD INTRANET

Unstable Vulnerable Graveyard

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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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17

NEW INTRANET

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NEW INTRANET

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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%

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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

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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

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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

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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

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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

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CASE STUDY IMPLEMENTATION

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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

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CASE STUDY IMPLEMENTATION

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WRAP UP

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143% vs 35%

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46

What is

Change

Management?

Tools &

How to

Use

Them!

Change

Management

& User

Adoption

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47

Nobody washes a rental car.

Page 48: HOW TO STRENGTHEN USER ADOPTION BY USING …€¦ · HOW TO STRENGTHEN USER ADOPTION BY USING TRADITIONAL CHANGE MANAGEMENT TOOLS. 2 ... We provide consulting and end-to-end solutions

LIZ [email protected]