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“You can never start too soon”
Robert Weissweiler, Head of IT and Processes at Nokia Siemens Networks Services, discusses professional user communications for major ICT projects.
Major projects such as the restructuring of an enterprise’s entire ICT landscape often unsettle staff. Why?
People are afraid of change. For example, employees will ask themselves if the new technology is up to the task. Projects like this can give rise to a lot of emotion. We dealt with this by systematically communicating any proposed changes.
People are afraid of change. For example, employees will ask themselves if the new technology is up to the task. Projects like this can give rise to a lot of emotion. We dealt with this by systematically communicating any proposed changes.
You decided to leverage T-Systems’ professional change communications services. Why did you seek external assistance?
We have skilled IT specialists involved in the project. But their core tasks do not include helping other people get to grips with the technology. T-Systems has dedicated communications experts who understand project aims and activities, and can explain them in a comprehensible way. This is also a form of outsourcing – to experts who can act and respond more rapidly because communications are their core competency. The cost for these services is low compared to the savings we make through well-informed employees. Migration to the new technology is faster and smoother – which is exactly why we wanted professional support for project communications.
We have skilled IT specialists involved in the project. But their core tasks do not include helping other people get to grips with the technology. T-Systems has dedicated communications experts who understand project aims and activities, and can explain them in a comprehensible way. This is also a form of outsourcing – to experts who can act and respond more rapidly because communications are their core competency. The cost for these services is low compared to the savings we make through well-informed employees. Migration to the new technology is faster and smoother – which is exactly why we wanted professional support for project communications.
What communications measures did T-Systems implement to support the restructuring of your ICT systems?
The centerpiece is an intranet portal that provides all critical information, such as timelines, technical instructions, contacts and FAQs. Our staff had to know on which day their PC would be replaced, how to use their new VoIP telephone and what enhancements it offers. In addition, there was an ideas competition, newsletters, brochures, posters and even mouse padsfeaturing the number of the support hotline.
The centerpiece is an intranet portal that provides all critical information, such as timelines, technical instructions, contacts and FAQs. Our staff had to know on which day their PC would be replaced, how to use their new VoIP telephone and what enhancements it offers. In addition, there was an ideas competition, newsletters, brochures, posters and even mouse padsfeaturing the number of the support hotline.
What were the goals of your communications program?
Our main message to staff was: these changes will make your workstations better. You will enjoy improved functionality, better service and greater convenience. We wanted to increase transparency and ensure employees weren’t afraid of the unknown. And the results were overwhelmingly positive – we succeeded in getting our colleagues on board.
Our main message to staff was: these changes will make your workstations better. You will enjoy improved functionality, better service and greater convenience. We wanted to increase transparency and ensure employees weren’t afraid of the unknown. And the results were overwhelmingly positive – we succeeded in getting our colleagues on board.
In retrospect, how important do you find user communications?
At the start, I didn’t really give much thought to the issue. But as the project picked up pace, it became increasingly difficult to coordinate and I really had to pull in the reins. If we hadn’t received support with communications, the entire project would have failed. When engagements of this size fail, technical problems are only responsible 10 percent of the time – 90 percent of issues are down to misunderstandings and lack of acceptance. This danger can be countered with professional user communications. And you can never start too soon.
At the start, I didn’t really give much thought to the issue. But as the project picked up pace, it became increasingly difficult to coordinate and I really had to pull in the reins. If we hadn’t received support with communications, the entire project would have failed. When engagements of this size fail, technical problems are only responsible 10 percent of the time – 90 percent of issues are down to misunderstandings and lack of acceptance. This danger can be countered with professional user communications. And you can never start too soon.
