Organizational Change Management Consultant Alaina Mazurkiewicz continues her OCM blog series:

The quality of communication when implementing organizational change can make or break a team’s success. Change communication is more than the dissemination of information. It strategically fosters understanding, buy-in, and engagement across all levels of an organization. In today’s post, we delve into the intricacies of change communication within the SAP OCM framework, outlining key strategies to optimize interaction with stakeholders and ensure a seamless transition.

Understanding Change Communication

Change communication in OCM isn’t just about relaying information; it’s about creating a narrative that resonates with every part of the organization. This narrative must clarify the reasons for change, the benefits it will bring, and the impacts it will have on individual roles and the broader organizational landscape. It should answer the “what,” the “why,” and the “how” of the change, addressing both logistical and emotional aspects that the change entails.

Crafting a Strategic Communication Plan

A strategic communication plan is vital in navigating the complexities of SAP implementation. A holistic plan considers these important factors:

• Audience Segmentation: Recognize that different stakeholders may have different concerns and needs regarding the SAP implementation. Segmenting the audience allows for more targeted and relevant messaging, which can increase its effectiveness.

• Message Customization: Tailor messages to address the specific concerns and benefits for each stakeholder group. For instance, IT staff need to understand the technical changes and their role in supporting these changes, while end users might be more concerned with how the new SAP system will affect their daily tasks.

• Channel Selection: Choose the most effective communication channels based on the audience and the message. While email might be sufficient for delivering updates and general information, interactive forums such as workshops or town halls could be more effective for addressing concerns and fostering a two-way dialogue.

• Feedback Mechanisms: Incorporate feedback channels into the change communication plan to allow stakeholders to express their thoughts and concerns. This feedback is crucial for adjusting strategies and addressing issues as they arise, making the change process more adaptive and inclusive. Sending out surveys or creating a specific OCM inbox allows change participants to communicate their needs or concerns as easily as possible.

• Timing and Frequency: Determine the appropriate timing and frequency of communications. Regular updates can keep the momentum going and ensure stakeholders feel informed and involved throughout the process. While consistent communication is important throughout a project lifecycle, significant project milestones are often a great time to increase the frequency of communications. Ensuring awareness before key checkpoints such as kickoff, user acceptance testing, training, and go-live are all part of an effective OCM communication plan.

Overcoming Communication Challenges

SAP implementations can bring about substantial changes that might be met with resistance or anxiety among employees. Overcoming these challenges requires commitment in these essential areas:

• Proactive Resistance Management: Identify potential resistance early and address it proactively through targeted communications that reassure and engage resistant groups. One tactic of resistance mitigation is appointing change champions. Change champions, often early adopters or key influencers, are responsible for consistently communicating the positive impact of prospective change. These key players can help inspire other team members to embrace changes if challenges arise.

• Transparency: Maintain transparency throughout the process to build trust and reduce fears of the unknown. Clear, honest communication about the progress and challenges of the SAP implementation can mitigate uncertainty and foster a sense of security among employees.

• Consistency: Ensure that all communications are consistent in terms of the information provided and the tone used. Inconsistent messages can lead to confusion and diminish trust in the change process.

Effective change communication is a key component of OCM methodology. By carefully planning and executing a communication strategy that considers the needs and concerns of all stakeholders, leaders can drive successful adoption of SAP systems. The key lies in being clear, consistent, and inclusive, allowing every individual in the organization to understand their role in and the benefits of the upcoming changes, paving the way for a smoother transition and a stronger post-implementation environment.

Stay tuned for the next post in our OCM blog series, in which we’ll focus on implementation. And, as always, reach out via email or LinkedIn if you have questions about Organizational Change Management or need help finding OCM solutions for your business.

Follow these link to Part I & Part II in our OCM blog series:
Change Management Strategy: OCM Blog Series, Part I
Effective Change Leadership: OCM Blog Series, Part II