Communicating digital change
Change communication makes sure teams actually use a new CMS, portal or intranet after launch.
Background
A CMS, customer portal or intranet can be technically ready quickly. Whether people use it is decided in their daily work. Without support, teams stay with Excel and email.
What change communication achieves
explains early why the system is coming and what changes
involves key people from the business units in testing
trains with real tasks rather than slides
collects feedback and shows what comes of it
Approach
Communication is planned alongside development. Together we define audiences, messages and timing.
Editorial teams and business units get short guides, repeated hands-on training and a named contact for everyday questions. After launch, we collect feedback and prioritise improvements.
Measuring success
Usage shows whether a rollout works: active users, completed tasks and support questions. If usage drops, we adjust processes or the interface with the teams concerned.
Support from the development team
The people who built the system answer questions directly and remove small obstacles quickly. Feedback from the rollout goes straight into the next releases.