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Communicating Change Effectively

Maryanna Bell Lorrie DiCesare Joy Heath. Communicating Change Effectively. If you want to make enemies, try to change something. Woodrow Wilson. User Impact: Reaction to Change. The natural reaction to change is resistance. There’s a limit to how much change an individual can handle

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Communicating Change Effectively

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  1. Maryanna Bell Lorrie DiCesare Joy Heath Communicating Change Effectively

  2. If you want to make enemies,try to change something. Woodrow Wilson

  3. User Impact: Reaction to Change • The natural reaction to change is resistance. There’s a limit to how much change an individual can handle • People are uncomfortable with change, even if it’s for the better • Resistance to change should be anticipated. The goal for change management is not to eliminate resistance, but minimize its impact

  4. User Impact: Typical Questions • What’s wrong with our current product/process (Question…Why?) • When will it happen? • How will I know what to do? • What does it mean in my day-to-day job? • What’s in it for me? • Who made the decision to change? Did anyone talk to us -- the users?

  5. Minimizing the Impact of Resistance • Take a proactive approach • Have a change process in place • Develop a communication strategy–then see it through

  6. If you have always done itthat way, it is probably wrong. Charles Kettering

  7. Change Process Components • Deciding • Planning • Communicating • Executing • Review/Follow-up

  8. What Experiences Match the Process • An Office Move … • A Simple Upgrade … • A Merger …

  9. Building a Communication Strategy • Gain user buy-in/address user concerns and fears: • What we are changing • Why we are changing…Make it tangible • Who is affected by the change • When is the change happening • How will it change the way one works • Involve the users whenever and wherever possible

  10. In times of change, learners inherit the Earth, while the learned find themselves beautifully equipped to deal with a world that no longer exists. Charles Kettering

  11. Designing Effective Communications • Be timely • Be honest • Be creative • Keep it short • Remember your audience • Cut the tech talk • Send a positive message

  12. Methods of Communication Delivery • Meetings • Events • Voicemail • Paper • Email • Intranet Announcements • Flash or PowerPoint Demonstrations • Contests

  13. Flyers, Cards, Posters, etc…

  14. Email Sample—Too Much Information In order to make our network secure from hackers, the Information Technology department is implementing a two factor form of remote network authentication called RSA SecurID Token Authentication. The level of security provided by Token Authentication will ensure our network data and client data is secure and only users with an RSA SecurID Token will have access to our network resources from remote locations.

  15. Email Sample—Keep it Simple Winston & Strawn has taken great strides in implementing the highest levels of security to keep our network and client sensitive data secure. In continuing the Firm's high standards with regards to security, we will be implementing a Token Authentication system for remote access to our network.

  16. Email Sample—Keep it Simple(But Give Them a Place to go for Details)

  17. Email Sample—Too Technical Token Authentication is a system that is designed to ensure that a user trying to access the Winston network from a remote location is authorized to access the network. As part of this system you will receive an RSA SecurID Token (a small key fob that will fit on your key chain) that has a liquid crystal display that generates a new numeric key code in a specific pattern every minute. Users also need to set a PIN that will be used with the numbers displayed on the token to make up your passcode. When a user attempts to gain network access form outside the firm, they will be prompted for their network username then their passcode (the predetermined PIN plus the numbers displayed on the RSA SecurID Token). The system compares the passcode that the user entered with the correct code for that minute, and verifies that the numbers match. If the numbers match, the user will be granted network access, if not, they will be rejected. This form of authentication is commonly known as Two Factor Authentication because it requires two things, your PIN (something you know) and the Token code (something you have). The two-pronged combination of the token and PIN offers a highly secure validation of the user before network access is granted.

  18. Email—Make it Tangible • Winston & Strawn has taken great strides in implementing the highest levels of security to keep our network and client sensitive data secure. In continuing the Firm's high standards with regards to security, we will be implementing a Token Authentication system for remote access to our network. • What is Token Authentication? • Token Authentication is a system that is designed to ensure that a user trying to access the Winston network from a remote location is authorized to access the network. This system consists of: • An RSA SecurID Token • (A small token the size of a keychain that generates a new numeric key code in a specific pattern every minute). • A PIN that you will set. • When a user attempts to gain network access from outside the firm, they will be prompted for their network username then their passcode.   • The passcode is your PIN combined with the numbers currently displayed on the token.   • If the numbers match what server is looking for, the user will be granted access, if not, they will be rejected. • Who will be affected? • Once Token Authentication is in place, no one will be able to access the Winston network from outside the firm unless they have a token. • When will Token Authentication go live? • We will go live with Token Authentication the last week of May. • What we need from you: • All we need you to do is let us know who on your staff needs a token. By default all Attorneys and any user that has a notebook computer will get a token. All other users will need a token requested for them by their direct supervisor. • How will end users get their token? • The users that have tokens assigned to them will be required to pick up their token during the rollout in the month of May. A message will be sent out soon with details on where users can go to pick up their token. • What if I have questions? • We will be sending out more information with regards to Token Authentication in the upcoming weeks, in the meantime if you have any questions, please feel free to contact Matt Van Ordstrand at x73705 or mvano@winston.com. • Thank you • Token Authentication is a system that is designed to ensure that a user trying to access the Winston network from a remote location is authorized to access the network. This system consists of: • An RSA SecurID Token (A small token the size of a keychain that generates a new numeric key code in a specific pattern every minute). • A PIN that you will set. • When a user attempts to gain network access from outside the firm, they will be prompted for their network username then their passcode.  • The passcode is your PIN combined with the numbers currently displayed on the token. If the numbers match what server is looking for, the user will be granted access, if not, they will be rejected.

  19. Communication Components • Winston & Strawn has taken great strides in implementing the highest levels of security to keep our network and client sensitive data secure. In continuing the Firm's high standards with regards to security, we will be implementing a Token Authentication system for remote access to our network. • What is Token Authentication? • Token Authentication is a system that is designed to ensure that a user trying to access the Winston network from a remote location is authorized to access the network. This system consists of: • An RSA SecurID Token • (A small token the size of a keychain that generates a new numeric key code in a specific pattern every minute). • A PIN that you will set. • When a user attempts to gain network access from outside the firm, they will be prompted for their network username then their passcode.   • The passcode is your PIN combined with the numbers currently displayed on the token.   • If the numbers match what server is looking for, the user will be granted access, if not, they will be rejected. • Who will be affected? • Once Token Authentication is in place, no one will be able to access the Winston network from outside the firm unless they have a token. • When will Token Authentication go live? • We will go live with Token Authentication the last week of May. • What we need from you: • All we need you to do is let us know who on your staff needs a token. By default all Attorneys and any user that has a notebook computer will get a token. All other users will need a token requested for them by their direct supervisor. • How will end users get their token? • The users that have tokens assigned to them will be required to pick up their token during the rollout in the month of May. A message will be sent out soon with details on where users can go to pick up their token. • What if I have questions? • We will be sending out more information with regards to Token Authentication in the upcoming weeks, in the meantime if you have any questions, please feel free to contact Matt Van Ordstrand at x73705 or mvano@winston.com. • Thank you Why are we doing this Whatis it Who is it for When is it happening How will it be rolled out How do I get help

  20. Announcing…

  21. Keeping the Masses Informed

  22. Introduce…Gain Interest Training, Support, Answer to Questions How will it help me in my job When is it happening How will it be rolled out How do I get help Not Just One…

  23. Intranet Communication

  24. Table of Contents

  25. Send ‘em a show! Introducing . . .

  26. A Theme Are they searching in vain? Will they ever find the documents they need? Don’t miss the unfolding story to see if the team locates the critical documents in time. See why they are saying “ ...thumbs up and hands down this is the best thing to come out this season” Critics give it “4 stars!” Click Hereto watch the drama unfold...

  27. It’s Available Anytime, Anywhere

  28. Effective Communication Results In • Less fear, resistance and confusion among users • Greater user commitment to the success of the new system • Smoother, faster implementation of the system – minimization of productivity losses • More effective utilization of the technology - faster realization of productivity gains • A lower total system implementation cost – hard dollars and human

  29. Myth 1 There is such a thing as “Too Much Communication” Myth 2 The users never read anything Myth 3 What the users don’t know won’t hurt them Myths About Communication

  30. Most Important of All . . . • Make sure the experience matches the expectation, otherwise you lose credibility • If not, communicate about the differences

  31. There is a certain relief in change, even though it be from bad to worse! As I have often found in traveling in a stagecoach, that it is often a comfort to shift one’s position, and be bruised in a new place. Washington Irving

  32. Contact Us At… • Ldicesare@winston.com • Mbell@steefel.com • Jheath@sidley.com

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