There’s nothing worse than investing significant time, money and effort into a business project, only for it to change nothing.
When you kickstart a project, it’s because you want to improve performance or overcome challenges your business is facing. But those results can only happen if people are on-board and accept the new way of doing things.
This is why effective change management is crucial to any successful project. It enables you to smoothly transition to the new normal, without stressful obstacles. It also encourages higher adoption of your new tools, systems or processes.
With a better embedded change and improved adoption, you’ll get lasting results from your project and higher return on investment.
We’ve listed seven of our top tips, based on years of experience leading digital transformation projects, to help you master change management and adoption.
What role does change management and adoption play in your projects?
Change management and adoption play a crucial role in a project’s success. They ensure that changes are implemented smoothly and effectively, leading to positive outcomes and long-term benefits.
With effective change management and adoption, you can:
- Mitigate risks: A large part of change management is identifying and addressing potential risks and challenges associated with implementing changes. By proactively planning and managing the change process, organisations can minimise disruption and ensure a smoother transition. It’s also a great way to overcome resistance to change with your business ahead of time
- Improve project outcomes: Effective change management and adoption lead to better project outcomes. They ensure that changes are implemented successfully and deliver the intended benefits, which can only be reaped when people adopt the new process. This can include increased efficiency, reduced costs, improved customer satisfaction and enhanced competitiveness. It also ensures faster rewards and better return-on-investment for your purchase.
- Increase employee engagement and buy-in: When employees are involved in the change process and understand the reasons for the change (as part of an effective change management approach), they are more likely to be engaged and supportive. This can lead to increased productivity, improved morale and reduced resistance.
- Enhance organisational agility: Organisations that are adept at managing change are better equipped to adapt to changing market conditions and seize new opportunities. This can help you stay competitive and thrive in a rapidly evolving business environment.
With these benefits on the line, change management and adoption are essential. They can ensure that projects run smoother, on time and within budget, but also deliver the desired outcomes and contribute to the long-term success of your business.
So, how do you achieve effective change management and adoption?
Tip one: Craft a strong change management plan_
A strong change management plan is crucial to delivering your vision. It should encompass several components, including:
- Change vision and objectives: This is where you clearly articulate the desired outcomes and benefits of the change, including any challenges you hope to overcome.
- Stakeholder analysis: Identify your key stakeholders and map out the impact on their roles and motivations. Basically, you need to answer ‘what’s in it for them’ as this will drive how you get their buy-in.
- Communication strategy: Develop a plan for effective communication throughout the change process. This should include how you’ll communicate with key stakeholders and end users.
- Training and development: It’s important, as part of your adoption drive, that employees have the necessary skills and knowledge to support the change. Training on new processes and systems is ideal, so plan this in.
- Resistance management: Spend time anticipating and addressing potential resistance to change. This will allow you to confront obstacles head-on, and get people engaged early.
By spending time considering the above and turning it into a document that you stick to throughout the process, you can keep the project moving smoothly towards better outcomes.
Tip two: Understand your audience_
Building on from the consideration of stakeholders you’ve already done in your change management plan, it’s crucial to develop a deep understanding of your audience. This should include anyone who will be impacted by the project or may become an obstacle.
Knowing who you’ve got to convince allows you to tailor your strategies to address their specific needs and characteristics. You may have some knowledge of this from previous projects you’ve worked from, but it’s also worth holding scoping sessions to gain early feedback.
By doing so, you can understand the challenges people face across the business. This can help you to find a solution that addresses needs better.
Moreover, it will enable you to understand people’s motivations and concerns, so you can craft communications and tactics that address them directly.
The ideal outcome will be a list of your key stakeholders’ needs, with the project benefits mapped on top. Essentially, you want to be able to convince every single person involved that this change would make their lives better, with specific reasons why.
When the project goes live, they’ll then be more eager to adjust as there are tangible rewards for them to gain.
Tip three: Get stakeholders involved early_
Continuing the theme of stakeholder engagement, it’s important to get people involved in the project early.
By introducing key stakeholders from the beginning, you can foster buy-in and proactively address concerns.
The first part of this may involve an informal discussion to explain the problem you want to rectify and get their thoughts. Once you’re at the point of a business case, you’ll also want to share this with them and get feedback.
The challenge here is getting the balance right. Stakeholders often have their own priorities which might lead to your ideas getting downplayed or resistance emerging. You need to listen to feedback, consider how it might impact your project and find ways to address it. However, be careful to not get derailed by stakeholders; you instead need to convince them that your proposed path is the right one.
The benefit of getting stakeholders invested early is that they’ll feel like they’re part of the process. This makes them more inclined to help you, while also preventing resistance later. Plus, they’re more likely to filter their positive thoughts down to their team, which can bring wider adoption.
Tip four: Practically addressing resistance to change_
Resistance to change is, unfortunately, unavoidable. When it comes to business change, concerns often stem from:
- Fear of the unknown: People may be afraid of the uncertainty and potential negative consequences associated with change.
- Loss of control: Change can disrupt people’s routines and sense of control, leading to resistance.
- Threatened job security: People may fear that change will lead to job loss or changes in their roles and responsibilities.
- Lack of understanding: If people don’t understand the reasons for the change or how it will benefit them, they may be resistant.
- Previous negative experiences with change: Past experiences with failed or poorly managed change initiatives can make people sceptical of future changes.
- Inertia: People may simply prefer the status quo and be resistant to change out of habit or laziness, especially if it means getting used to new ways of working.
- Conflicting interests: Change can sometimes conflict with people’s personal or professional interests, leading to resistance.
Regardless of the cause, it’s crucial that you overcome resistance if you want change adoption. Fortunately, there are strategies for this.
Firstly, you need to identify the reasons for resistance. Understanding your audience will help with this. Once you’ve identified these reasons, it will become much easier to tailor your messaging and approach to alleviate specific concerns.
For example, if job security is a concern, you need to show people how the new approach will make it easier for them to be better at their jobs. If unwillingness to move from the status quo is a problem, you must demonstrate that the pain of change is worthwhile.
At this stage, having tangible outcomes is ideal. If you’re working with a partner to implement a new solution, they should be able to work with you on create a business case with predicted ROI and other core benefits, which will be handy.
By arming yourself with everything you need to address concerns, you can destroy any barriers that threaten long-term project success.
Tip five: Communicate effectively_
Communication has a critical role in change management success. You need to communicate with the right people, at the right time, with the right message.
There are a few things you need to consider when planning your change management comms:
- Being transparent: Don’t shy away from being honest about the project. If you know something is going to cause a temporary headache, be upfront while focusing on the long-term gains. If an unexpected obstacle has delayed progress, share this with a solution-focused message.
- Target your messaging: By this stage, you know your audience and their causes for resistance. Address this directly in your communications, with specific messages to make the benefits relevant to them and alleviate concerns.
- Make it two-way: Encourage people to respond to your comms and give their own feedback. This makes them feel heard and bought-in to the process, encouraging their adoption later.
- Be omnichannel: Place your messaging on different platforms, as each may engage different stakeholders. This includes email, your intranet or internal messaging platforms.
Most crucially, aim to plan communications in advance. If the change process is long, plot regular contact to keep the vision in people’s minds and continue to build momentum.
Tip six: Test and train_
A common reason for resistance to change is the fear of the unknown. If people don’t know how to use a new system or tool, they’re far less likely to do so. Even if they do, they may use it incorrectly which effects results.
Due to this, arranging user training is integral to securing adoption and improved results. The best approach to this is to select a few ‘super users’ who are fully trained on the system (typically by a solution partner, who may also be part of the change process). These can then train the rest of the business, including new users. You should also develop a good suite of training resources to help new users or refresh knowledge.
Another good consideration is conducting user testing. Again, this should be limited to a few ‘super users’ who get early access to the system to conduct thorough testing.
Doing this enables you to detect and resolve issues before you go-live and incorporate user feedback. It also allows users to get more familiar with the system and become more involved in the process, which will drive adoption later.
Tip seven: Monitor progress_
Throughout the project timeline, you will need to review progress. Key milestones should be celebrated and shown off to stakeholders, as this helps them to feel like an active part of the process. This can also drive excitement for the launch, which filters down to improve adoption.
But a change project does not end once you launch it. After you go live, it’s vital to track performance and continue to gather feedback. This enables you to continually optimise your new system or process and validate success.
Some examples of metrics to track include:
- Adoption rates: How many people are using the new process or system?
- Employee satisfaction: Does this increase following the change?
- Qualitative feedback: Do people speak positively about the change? Are there gripes to address?
You’ll also want to continually review your KPIs, which you outlined when first crafting the change management plan and business case. Over time, you want to showcase that you are progressing towards business goals, as this will prove your change project was successful.
When you have this data, make a habit of sharing it with stakeholders. By showcasing the impact, people are far more likely to stick to the new approach. It will also build trust, which will make buy-in easier for future projects.
And if there are any stragglers who haven’t yet adopted the change, positive outcomes might convince them to embrace it.
Becoming the master of change management and adoption_
Change management isn’t the easiest process, especially when you’re the one leading it. However, it’s crucial to driving adoption and getting the results you envision.
The tips above should show you what you need to consider for successful change management, tailored to your audience and mindful of resistance barriers. By using them, you can eliminate concerns and drive the project forward.
Most crucial to overcoming concern, crafting communications and getting stakeholder buy-in is an effective solution that confidently improves performance, implemented with an approach that eases the transition.
We’ve worked with countless businesses to deliver lasting transformation projects, backed by our unique approach to change management. We can support you throughout the process by arranging comprehensive documentation, user training and testing.
Most importantly, we can help you to build out a high-value business case with tangible outcomes to ensure stakeholder engagement.
Our digital event ‘Cut the crap: how to build a no-nonsense business case’ offers expert advice for crafting the perfect business case for long-lasting change with Microsoft technology. Access a host of video episodes here.
