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Effective Communications during a BPM Software Implementation

A Staff Writer

Implementing BPM Software is complex and poses significant risks and opportunities. As a result, FUD (Fear, Uncertainty, and Doubt) will be pervasive among employees and stakeholders.

Transformation communications are something everyone intends to do. However, only a few do it, and only a fraction does it well. Hence, while communications plan galore during transformations, effective communications are few and far between.

As George Bernard Shaw famously said: “The single biggest problem in communication is the illusion that it has taken place.” That holds for communications programs during an enterprise transformation program.

Here are some best practices, principles, and perspectives to remember while designing and executing a communication program supporting a BPM Software implementation project.

  1. Communication is a two-way street : While the transformation program office determines the strategy, content, and frequency of the communications, it is far from a top-down flow of information. There is a need to allow, actually encourage, the multi-way flow of communication.
  2. Pay attention to informal communications : In addition to formal communications, some influencers and power centers can and will channel communications over and above the official communications in every company. How a company harnesses this grapevine for the better will determine the efficacy of the overall communications strategy.
  3. Have clarity of purpose : The primary goal of the communications plan has to do with the north star of the transformation effort. Communication is a means to an end, and a clear mission and purpose elevate it significantly.
  4. Boil down Issues to the essence : Unnecessary frills and embellishments are entirely useless. Whatever the core of the message – good, bad, or ugly –needs to be encapsulated into bite-sized nuggets. Convey the news, and then you can tell the story.
  5. Different strokes for different folks : In every company, employees are all over the place regarding their commitment to the transformation and the specific FUDs (Fear, Uncertainty, and Doubt) each one harbor. Hence, segmenting the stakeholders into logical groups and tailoring the communications to account for each group’s preferences and predilections will help improve the quality of communications.
  6. Have the courage of conviction and believe what you are saying : If things are going to hell in a handbasket and the communique paints a rosy picture, it is disingenuous. Such communication will not endear the management to anyone. Of course, one can soften the blow, but the contacts need to be trusted, and the communicators need to be trustworthy.
  7. Leverage all available mediums : Today, we live in a multimedia society, and an effective communication program takes advantage of all forms of communication – audio, video, online, offline, seminars, self-study, peer groups, and what have you.
  8. Solicit ongoing feedback : Effective communications are good at seeking and acting on that feedback. If the team members know that their concerns are listened to and then acted upon, it engenders high confidence and commitment.

If things are going to hell in a hand basket and the communique paints a rosy picture, it is disingenuous. Such communication will not endear the management to anyone. Of course, one can soften the blow, but the communications need to be trusted and the communicators need to be trustworthy.

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