Which is the best approach to ensure success?
An organization is planning to introduce a major change to how incidents are reported and resolved. Users will be encouraged to log incidents on a self-service portal where possible and IT staff will be required to adopt new ways of logging and resolving incidents. Success of the initiative is critical to the organization, but resistance to change is anticipated. Which is the best approach to ensure success?
OPTIONS
- Train support staff in the new procedures and use the service desk to inform users of the change so that they can ask questions where necessary
- Use a mixture of email, social media, posters, and meetings to communicate the changes to ensure as greatest coverage as possible
- Create a new social media page to communicate the change and encourage all staff to post comments about the new ways of working
- Select communication methods that are familiar to each stakeholder group and provide feedback channels that allow anonymity if preferred
ANSWER
Select communication methods that are familiar to each stakeholder group and provide feedback channels that allow anonymity if preferred
EXPLANATION
The communication must include a way of soliciting feedback that staff will find easy to use. Because communication is a two-way process, as well as actively eliciting feedback, it is important to ensure that static feedback channels are available and known to stakeholders. Anonymity might be required to provide the feeling of security. However, in order to address the feedback, it is useful to know the source. Anonymous feedback can be actionable, but it raises some challenges, for example, it is often difficult to collect additional information about the feedback, engage in further dialogue, or reassure stakeholders that their feedback has been addressed. It is often easiest to leave the choice between anonymous and personalized feedback to the stakeholders.
