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Communication in Times of Change

Learn valuable strategies and lessons on effective communication during times of change. Hear from experts in IT communications and gain insights on how to navigate change successfully. Join our virtual coffee shop discussion on May 20, 2019, from 2-3 p.m. Eastern Time.

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Communication in Times of Change

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  1. Communication in Times of Change IT Communications Community Group Virtual Coffee Shop, May 2019 Monday, May 20, 2019 • 2-3 p.m. Eastern Time

  2. Megan Folmar Director of IT Marketing & Communications Penn State Facilitator Sheri Thompson Director of Research & Educational Technology Services/FTC Louisiana State University Panelist Rachel Napoli Chief of Staff University of Iowa Panelist Nicole Riehl Dahya Communications Manager University of Iowa Panelist Stefanie Horvath Assistant Director of ITS Communications University of Michigan Panelist

  3. Special Thank You • Kim Conde - Scribe • Louisa Martin - Promotion • Stan Martin - Tech Host • Carlyn Chatfield - Tech host/Floater

  4. Communication in times of change Rachel NapolI | Chief of Staff Nicole Dahya | Communication manager office of the CIO | University of iowa

  5. University of iowa

  6. Background • TIER: efficiency effort initiated by state Board of Regents • 3-year effort, included HR, IT, finance, academic • IT achieved $4.4M in recurring savings • IT completed 16 savings and efficiency projects

  7. Among the CHANGES • Created a “unified IT organization” (OneIT) with all IT units reporting to the CIO • Established a new governance process and teams • Significantly increased coordination and collaboration across IT community • Centralized end user support

  8. structure • OneIT Steering Committee • IT leaders provided guidance through the transition • 16 project teams • Co-leaders from central and distributed units and a project manager • Program Office • 3 IT directors to oversee and track progress of projects • Change consultant provided by President’s Office (Rachel Napoli) • Communication manager (Nicole Dahya)

  9. strategies • Champion the effort: Establish predictable, frequent communication from CIO • OneIT Update: monthly emails to full IT community so all staff receive consistent info • Be as transparent as possible - say what you know and what you don’t know • Always hunger for more detail • Where to find and when to expect more info (& deliver on your promise) • Repeat key messages, especially the why and the vision • Use a variety of communication channels (events, emails, web, leader meetings) • Publish key information online for reference

  10. strategies • Report progress: to keep staff motivated and to feed into updates for administration • Success stories to show positive impact (beyond efficiency – how efforts make life better/easier, contribute to institutional mission) and recognize teams • Website with project documents and updates on status – OneIT.uiowa.edu • Year in Review with metrics and accomplishments

  11. strategies • Listen: Provide opportunities for stakeholders to hear updates and ask questions • Forums every 6-8 weeks, broadly advertised on campus • Town Halls for the IT community (led by CIO) • Listening Posts for a general campus audience (led by Program Office)

  12. Change-management • Campus change specialists built into self-implementation plan • Assigned to IT • Established trust and credibility • Positioned for influence

  13. Resistance • Slow and persistent approach • One conversation at a time • CIO involvement and commitment • Assessed resistance • Explored fears

  14. Lessons learned Still learning: • Uncertainty about future state and vision • Lingering questions about identity and belonging • No ongoing, dedicated change-management support for managers and frontline staff Wins: • OneIT gave people ‘license to collaborate’ • Captured ‘lessons learned’ before moving on • Big party! • OneIT strategic plan sets course for future

  15. Questions? • Rachel Napoli, Chief of Staff: Rachel-Napoli@uiowa.edu • Nicole Dahya, Communication Manager: Nicole-Dahya@uiowa.edu • Website: OneIT.uiowa.edu

  16. Our Change Story

  17. Start by establishing core principles and a communications cadencein collaboration with HR.

  18. Ask questions! Even the tricky ones.

  19. Ask questions! Even the tricky ones. *And, explain why you’re asking (it’s not just because you’re nosy)

  20. Weekly email updates Staff meetings Small group breakfasts Walk-about time Videos Social Newsletters Personal outreach Signage Help leaders find ways to interact with staff in as many ways as they feel comfortable.

  21. Be a voice of reason and deliver honest feedback.

  22. Inhale Remember to breathe and let others help. Exhale

  23. Thank you! Stefanie Horvath University of Michigan ssterken@umich.edu

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