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Improve Communication during the Change Management Process

11/01/2019 by: Jaime Spector

Three colleagues looking at a desktop computer together.

“There is nothing permanent except for change,” goes the saying. In the business world, some might add the caveat “except for the fact that it’s communicated poorly.” While change can be vital, positive, and in some cases, long overdue, it’s not always made clear what’s changing, who it affects, and why.

During the change management process, timely, effective communication is crucial to success. ITSM tools help make communicating changes easier, without sacrificing clarity or effectiveness. Read on to learn more. 

The Problem, and What It’s Costing You

We all know what it’s like when change is implemented, yet there is no communication about what is happening, let alone why the change is taking place or how long it will last. The effect is, at best, unhappy employees and, at worst, chaos. 

Communication is one part of the change management process. There are a number of components. Yet, if you get all of them right except for one, your change most likely won’t be successful.

“McKinsey estimates that 70 percent of change programs fail, in large part to employee resistance.”

Researchers might not have come up with a dollar amount to represent the cost of projects brought down by poor communication, but it’s not hard to imagine that it’s not an expense anyone can really bear. It’s not just the money; you waste time and other resources when clear, effective communication doesn’t take place. 

Group of colleagues discussing information displayed on a desktop computer screen.

ITSM Software: Making Communication Clear and Effective

Poor communication no longer has to be a plague on your projects. ITSM software improves communication so it’s clear and effective. 

Here’s how it works. The right ITSM tools optimize communication so that it’s a seamless part of change management. More specifically, they provide automated email notification when a change takes place. You can also schedule changes in a calendar, so there’s greater visibility into what’s going on at an organization. 

“For every workweek spent on change projects, three and a half of those days are wasted.”

In addition, ITSM tools allow change approval boards (CABs) to communicate more effectively. CABs can meet in person or virtually, then record the proceedings of the meeting so there’s a chronicle of what happened. 

What does this look like in action? We’ll illustrate with an example. Let’s say the Henderson Corporation wants to implement a new employee leave policy. Thanks to ITSM software, managers can easily share information about what the change entails, who it affects, and when it goes into place. 

“A Gallup poll shows that only 13 percent of American workers strongly agree their corporate leaders communicate effectively.”

As a result, when the change takes place, the entire organization understands exactly how the new employee leave policy will work. They receive automated emails about the change, which gives them time to ask questions and plan their leave accordingly. 

During the change management process, you can’t neglect communication. Without communication, change turns into chaos. ITSM tools ensure effective communication.

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