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In implementing an ERM system and new ways of working, we hear that there is the need for communication and training.  But, there is much more to it than that.

In AIIM’s Certificate ERM course, we discuss setting objectives for our efforts, identifying who our different audiences are, determining the communication and training approaches that should be used and getting feedback on our efforts.

First, looking at the objective of our communication and training, it could be to simply inform our audiences of our current information handling practices and how they can be improved, it could be to inform our audiences that changes need to be made, and will be made, or it could be to let staff know what improvements are being planned.  Another objective would be to get senior management endorsement for the changes that are necessary with the organization.  Another one is to educate the users on what actions are taking place and get their buy in.

Other objectives will include providing the users and other audiences with the necessary knowledge they need to carryout their work in the new ERM environment.

Within our organization, we will be addressing different audiences.  Before we provide the communication and training, we need to identify the particular audience that we are working with.

The different audiences consist of:

• Senior management and other stakeholders,
• Business unit leaders
• ERM administrators
• Help Desk staff
• Floor-walkers
• IT support staff
• Super-Users
• General Users

With the specific objectives in mind, and identifying our particular audience, we need to select the appropriate communication and training approaches.

The different means of providing communication and training include:

• Awareness briefings
• One-on-one interviews
• Workshops
• Focus groups
• Team meetings
• Email distributions
• Intranet and internet postings

Each of these means has its benefits and drawbacks.  Recognizing that there are different approaches to communication and training, we need to pick the most appropriate means for the particular audience that we are addressing to achieve the identified objectives.

As we carryout our communication and training, we need to collect feedback on our efforts.  This feedback can be collected immediately after the effort has been made or at a later time.  The means of collecting feedback include:

• Questionnaires
• Interviews
• Workshops
• ERM system reports and statistics

We need to learn from the feedback and act on it.  We can identify what changes need to be made.  Talk about the issues with our audiences and make changes to our communication and training.  We need to continue to review, learn and improve our efforts.

How have your change management efforts supported your ERM implementations?