Creating project ambassadors through internal communication

CREATING PROJECT AMBASSADORS THROUGH INTERNAL COMMUNICATION

Caroline HillaertDelaware Consulting

“You can have brilliant ideas, but if you can’t get them across, your ideas won’t get you anywhere.” Lee Iacocca

INTERNAL COMMUNICATION

Internal communication is about facilitating connections and conversations within your organization to achieve your business goals

This is the reaction we want“50 to 70% of all

change initiatives fail due to a lack of communication.” John Kotter

“50 to 70% of all change initiatives fail due to a lack

of communication.” John Kotter

“Up to 70% of all change initiatives fail

(amongst other due to a lack of communication).” John Kotter

TODAY’S CASEChange communication strategy for key stakeholders and end users

TARGET GROUPSSteerco + General management (C-level) + Local

management Business process owners

Key users (super key users)

End users

Key

Stak

ehol

ders

Roll outTrainingPreparation and realization

TARGET GROUPSSteerco + General management (C-level) + Local

management Business process owners

Key users (super key users)

End users

Key

Stak

ehol

ders

Roll outTrainingPreparation and realization

CHALLENGES

› Global SAP implementation in fast growing organization› Huge impact on stakeholders› Transformation of key stakeholders into one project team

GOALS OF COMMUNICATION

› Increase awareness and understanding

› Increase support and commitment

› Increase user adoption

GOALS OF COMMUNICATION

› Increase awareness and understanding

› Increase support and commitment

› Increase user adoption

THIS IS THE REACTION WE WANTED

BUT TO ACHIEVE THIS WE NEED TO OVERCOME …

COMMUNICATION APPROACH 1.

Environment analysis

2. Stakeholder and risk analysis

3. Concept & messaging

4. Communication

plan & channels

MESSAGE HOUSE TOOL

Umbrella statement

Core message

#1

Core message

#2

Core message

#3

Evidence, proof points, support

MESSAGE HOUSE TOOL

Umbrella statement

Core message

#1

Core message

#2

Core message

#3

Evidence, proof points, support

COMMUNICATION APPROACH 1.

Environment analysis

2. Stakeholder and risk analysis

3. Concept & messaging

4. Communication

plan & channels

5. Roll out communicatio

n streams

6. Measure Communicatio

n Success

WHAT IS OUR STRATEGY?

Frequent communication

to key stakeholders

Less frequent

communi-cation to entire

company

Detailed communicat

ion to impacted end users

COMMUNICATION KIT

KEY STAKEHOLDERS

› Global team meeting › SharePoint› BPO newsletter and conference call› Steerco updates

COMMUNICATION KIT

KEY STAKEHOLDERS

› Global team meeting › SharePoint› BPO newsletter and conference call› Steerco updates

COMMUNICATION KIT

ALL EMPLOYEES

› Word by the CEO› Newsletter with pay slip› Articles in internal magazine› SAP mailbox from the start

COMMUNICATION KIT

END USERS

› Information session on site› FAQ › Planning of training sessions› Poster campaign › Contact information sheet› Lunch bag sessions› Celebration information session

CHANGE MANAGEMENT PLAN

› Change mindset survey and action plan› Mapping new SAP roles and responsibilities to current staff› Build, assist, train and coaching of separate task force› Extended communication plan

WHAT SHOULD YOU REMEMBER OF THIS STORY?

SOME OF OUR SUCCESS STORIES

ABOUT US

CONTACT

Caroline Hillaert (Change Communication expert)› caroline.hillaert@delawareconsulting.com› 00 32 496 16 43 86

Jan Dooms (Change manager)

› jan.dooms@delawareconsulting.com› 00 32 477 51 49 29