When we communicate a change in technology, it is important to think about what we are saying as well as who is saying it. A clear message on why the change is happening will naturally lead end-users to ask the question ‘how’ which primes them for training. When the right person is sending this message, it is more likely to be received without resistance.  

QuickHelp™ provides change agents with a host of templates for communicating changes with end users, including templates for executive sponsors and supervisors.  Here we’ll discuss manager/supervisor communications, when you should send them, why they are important, and next steps that will guide you to the resources we have to help.   

When should you send communication through a manager/supervisor? 

A company-wide decision to make a change in software (i.e., Switching from Zoom to Teams) is something that affects the company at large, but it also affects the day-to-day routine of every employee. When it comes to the reason for the change and the business decision behind it, that message should come from a senior level leader. However, a manager/supervisor should be following up soon after to reinforce the executive message and communicate any specifics on personal changes to daily routines. 

The graph above was taken from 5 Tips for Better Communication Around Change (prosci.com) which references the Best Practices in Change Management - 2018 benchmarking study on preferred senders of messages.

The value 

Manager/Supervisor communications will help your change and adoption efforts by:  

• Ensuring the Executive level communication was received
  While every employee wants to hear organizational messages from executives, it is likely they may miss the communication amidst other noise. A message coming from a manager/supervisor can be communicated in a more casual way and is less likely missed. Following up will guarantee that every end user has received the change message.
    
• Addressing the WIIFM of each individual 
  Understanding the why behind an organizational change is important, but individuals will also want to know how they will personally benefit from this shift. The WIIFM (what’s in it for me) message will vary between departments and something best addressed by a manager/supervisor. 

Recommendations

• Remind the manager
  Seize the opportunity to remind the leader that this change will benefit their team (and is worth participating in). If this change isn’t seen as a benefit to the team, managers are likely to deprioritize it with their teams.
   
• Encourage customization
  The real value in a communication from you manager is that they can translate a change to you team’s context. Don’t miss out on that by having managers just forward on your email. Invite your managers to review a template and take time to customize it.
   
• Follow-up
  After providing your managers with a template, follow-up with them to make sure they sent out the message. We all need helpful reminders.

Next steps 

1. Review/customize QuickHelp-provided communication templates in the QuickHelp resources section of the admin portal.
   1. Look at the “Adoption: Communication insights” resources for more information on communications.
      
      
2. Prepare your managers to send out communications a week after the executive sponsor communication.  

Looking for more? 

Have questions or looking for more ideas? Try the following: