10 TOPDESK MAGAZINE - SEPTEMBER 2016

TOPDESK MAGAZINE - SEPTEMBER 2016 11

SUCCESSFUL CHANGE
STARTS WITH GOOD
COMMUNICATION
The central role of communication
in IT projects

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The implementation of a new tool is often a major change for employees. In many cases,
such changes arent properly communicated. As a consequence, employees may not be
able to use the new application correctly. Clear communication from the very start can
contribute significantly to successful changes.
Text: Milou Snaterse Photography: Aad Hoogendoorn

Cora Naus works as a project manager at DDC Agency, a TOPdesk

Inspiring positive attitudes

Solution Partner. Every day she encounters organizations that struggle

Introducing a new application in an organization is often part of a

with communication concerning both small and larger change

solution to a larger problem. The organization wants to achieve a

projects. More often than not, this communication is even forgotten

certain goal and the new application could be a useful tool for this.

entirely. The introduction of a new application is often a big change

With such big changes its important that all colleagues are on board.

for employees, says Naus. If communication is insufficient, the

You can achieve this by inspiring positive attitudes towards the change.

tool may not be used correctly, which could be problematic for the

Change projects are often faced with resistance. We try to counteract

organization. Many organizations try to make do with sending an

this and inspire positive attitudes towards projects by involving

email after implementation, but this rarely has the desired effect. Clear

colleagues directly in implementation and communication. If

communication before, during and after the change project helps the

everybody knows what youre doing and why youre doing it, you

process run smoothly.

create understanding and a willingness to cooperate, says Naus. Its

important to inform end users well at the start of a project, so that

Communication before, during and after

changes dont come as a surprise to them. Clear instructions on how

to use the new tool help end users get started. When the application

Communication should play a central role in every project, says

has been in use for some time, sharing success stories is a good way to

Naus. Even before the start of a change project, its essential

maintain positive attitudes.

to keep employees informed of the impending changes. During

implementation of new software its important that the people within
an organization contribute to choices that are made, such as those
concerning the software set-up. Feedback from end users is incredibly
valuable, as they are the ones who will eventually have to work with
the software. Communication remains an important part of the
change project even after implementation, according to Naus. Active
communication can persuade the end user to actually start using the

THE ULTIMATE GOAL IS HAPPY

END USERS

new software. An example of this is the e-learning environment that

we set up for one organization to help employees become experts at
using a new application.
Naus explains that communication within the project team shouldnt

Contented end users

be forgotten either. It is vital for the success of any change project that

The ultimate goal is a satisfied end user whose problem has been

everybody is on the same page. Easy to understand presentations

solved through an IT implementation. That goal is achieved by

can help clarify communication within a project. A communication

communicating with end users and involving them in the change

professional from inside or outside the organization can help create

project, says Naus. Clear communication will eventually reduce

visual and written material for this.

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THE EFFORT YOU PUT INTO

COMMUNICATION MAKES OR
BREAKS A SUCCESSFUL PROJECT

resistance, stress and delays throughout the operation. Imagine that

a company is moving to the cloud, but end users are completely in the
dark. Or a helpdesk where the phone keeps ringing because a change
has been implemented that hasnt been communicated properly. In
both cases, better communication could have prevented a lot of hassle.
In IT change projects, people tend to focus too much on the technical
aspects and not enough on the end users who will work with the tool,
even though they should be at the centre of the project. After all, the
effort you put into communication with end users could make or break
a successful project.

Want to start improving your communication?

DDC Agency helps organizations develop various methods
of communication tailored to the customers goals. Using a
communication plan, DDC compiles a range of tools that can be
implemented in collaboration with the customer. Among other
things, DDC develops websites, email campaigns and intranet as
well as e-learning environments.
Various organizations have already completed successful change
projects with DDCs help. If you would like to find out more about
Agency DDCs services or talk about what we can do for you, please
visit www.agencyddc.com.