BlogProject delivery
Stakeholder communication during rollouts
By Kennedy Ougo, Senior ICT Consultant 1 min read
Tell people what is changing, when, how it affects them and where to get help — before, during and after.
Technology changes affect how people work. Good communication is the difference between a smooth rollout and a flood of complaints.
Before
Explain why the change is happening, what will be different and when. Give managers time to plan around downtime.
During
Share schedules and downtime windows, and tell people who to contact. On the day, have support visible and available.
After
Provide short guides, quick training and a clear route for reporting problems. Follow up with users after a week or two.
Tailor the message
Executives want impact and timing; staff want to know what changes for them; customers want to know about service disruption.
Use several channels
Email, team meetings, notices and the intranet reach different people.
Listen
Feedback reveals problems early. Show that it was heard by acting on it.
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About the author
Kennedy Ougo
Senior ICT Consultant
Kennedy Ougo writes about ICT project delivery, equipment deployment and intelligent transport systems.