Ellen Geens (ChangeLab) described the communication challenges, and gave tips and tricks for the change communication when implementing a digital workplace at their RIZIV and TVH customers

1. Facingyourcommunicationchallenges
whenimplementingadigitalworkplace

2. Introduction

3. Introduction
https://www.youtube.com/watch?v=fW8amMCVAJQ

4. Introduction
INNOVATORS
I wish I had
joined this
journey
earlier!
I think I want to try...
Can you help me?
What a great way
of working!
EARLY ADOPTERS EARLY MAJORITY LAGGARDSLATE MAJORITY
You can
do it!
Theuseradoptionlifecycle

5. Introduction
Inwhichdirectiondoesthetraingo?

6. CHANGE
AWARENESS
I understand
what the
change is about
and how it will
impact me...
DESIRE
I believe the
change is
important and
want to know
more ...
KNOWLEDGE
I know how I
can embrace
the new way of
working...
ABILITY
ACTION
I am able to
actively
participate in
the new way of
working...
REINFORCE-
MENT
I know my
contribution to
the change was
appreciated
and I am
rewarded
for it ...
ADKAR-Changeisaprocessthatwecaninfluence

7. Welcome
Ellen
Geens
@ChangeLab.be
#WeAreChangeLab
@ChangeLab.be

8. Business case
RIZIV-INAMI

9. Context

10. Purposeandvision
Engage the employees for:
A healthy and sustainable worklife, where we work together in
a digital environment
But how do we make sure people are pursuing this goal with us?
Communication is key!

11. Defineyourcommunicationpurpose
Inform
• One way
• Formal & informative
• Content is known
Inspire
• One way but expecting a changed behavior
• Creative, teasing
• Content is known
Engage
• Two way
• Asking, ownership is with the receiver
• Content is not known

12. Defineyourcommunicationpurpose
Inform
• One way
• Formel & informative
• Content is known
Inspire
• One way but expecting a changed behavior
• Creative, teasing
• Content is known
Engage
• Two way
• Asking, ownership is with the receiver
• Content is not known
For example:
"Team X is now going to meet online.
So can we!“
Purpose: Inspire
For example:
"Do you want to become our ambassador
for a digital workplace?
Purpose: Engage
For example:
"This is WHY changing to a digital
workplace is important."
Purpose: Inform

13. Yourmediumdependsonthegoal
For example:
"Team X is now going to meet online.
So can we!“
Purpose: Inspire
For example:
"Do you want to become our ambassador
for a digital workplace?
Purpose: Engage
For example:
"This is WHY changing to a digital
workplace is important."
Purpose: Inform
During team-
meeting
Video Survey

14. Definethesender
For example:
"Team X is now going to meet online.
So can we!“
Purpose: Inspire
For example:
"Do you want to become our ambassador
for a digital workplace?
Purpose: Engage
For example:
"This is WHY changing to a digital
workplace is important."
Purpose: Inform
During team-
meeting
Video Survey
SPONSOR TEAMLEAD
CHANGE
DIGITAL TEAM

15. Definethesender
At RIZIV, the sponsor occasionally comes into
play:
Examples:
- A video about the vision of the project
- Presenting the 'Going Digital' award
- Participating in events that support the
change to the digital workplace
The sponsor is crucial in creating belief in the
project - communication from the WHY
For example:
"This is WHY changing to a digital
workplace is important."
Purpose: Inform
Video
SPONSOR

16. Definethesender
At RIZIV, team leadership is important:
Examples:
- Stimulating and engaging the service
- Repeating communications
- Creating desire to change
- WIIFM and What’s in it for the Team
We need the team lead to boost the desire for
a digital work environment.
For example:
"Team X is now going to meet online.
So can we!“
Purpose: Inspire
During team-
meeting
TEAMLEAD

17. Definethesender
At RIZIV, we as a change team are committed to
informing teamleads, sponsors and
ambassadors.
Examples:
- Asking for tips from employees
- Organisation of working groups, round
tables
- Bringing teamleads together in workshops
- Exchange moments with ambassadors
Change teams are rarely the ideal messenger.
But behind the scenes, they make sure that the
information reaches the right channels!
For example:
"Do you want to become our ambassador
for a digital workplace?
Purpose: Engage
Survey
CHANGE
DIGITAL TEAM

18. Timeline
For example:
"Team X is now going to meet online.
So can we!“
Purpose: Inspire
For example:
"Do you want to become our ambassador
for a digital workplace?
Purpose: Engage
For example:
"This is WHY changing to a digital
workplace is important."
Purpose: Inform
During team-
meeting
Video Survey
SPONSOR TEAMLEAD
CHANGE
DIGITAL TEAM
When do we communicate

19. Experiences
Use sponsor in early stage
Start from what lives within the organisation rather than
technological possibilities
Build a story / concept / Character
Use Humour

20. We chose…
Kick-off @Microsoft!
the Wallabies!
Are you a digital enthusiast
colleague, eager for a new
adventure?

21. We still organize reflection sessions, we have a platform were we
share experiences and ask questions.
We make sure they feel connected!
Now, it’s up to them!
The BIG JUMP sessions

22. LessonLearned
Make sure that information reaches the right people quickly enough! By communicating
you can counter resistance and gossip.
"In our new
building, asbestos
has been found.
We will never
move!"
Funny Anecdote, was
never true!

23. Business case
TVH

24. Business case: TVH
Originalstate

25. Business case: TVH
FutureState

26. How will we get
everyone on board?
@ChangeLab.be
#WeAreChangeLab

27. Business case: TVH
Collaboration:
Support & Specific scenarios
Implement:
Testing & Training
Readiness:
Analysis & Awareness

28. Business case: TVH
Collaboration:
Support & Specific scenarios
Implement:
Testing & Training
Readiness:
Analysis & Awareness

29. Business case: TVH
Theflowofanambassador
Project team:
Coaches
the ambassador
Ambassador:
Supports the
key-users
Key-Users:
Align with the
business

30. Business case: TVH
Theflowofanambassador
Project team:
Coaches
the ambassador
Ambassador:
Supports the
key-users
Key-Users:
Align with the
business

31. Business case: TVH
Theflowofanambassador
Project team:
Coaches
the ambassador
Ambassador:
Supports the
key-users
Key-Users:
Align with the
business

32. Business case: TVH
"An ambassador is a person who is interested in technology
as a means to help themselves and others achieve their goals.
Someone who is willing to invest in learning skills to make this happen.”
The ambassador will make his/her colleagues enthusiastic about the change
by spreading the message, giving training and answer their first questions.
Theroleofanambassador

33. Business case: TVH
"An ambassador is a person who is interested in technology
as a means to help themselves and others achieve their goals.
Someone who is willing to invest in learning skills to make this happen.”
The ambassador will make his/her colleagues enthusiastic about the change
by spreading the message, giving training and answer their first questions.
Theprofileofanambassador
ENTHUSIASTIC
• Interested in technology
• Positive towards the change
• Good communicator: Can spread
the message & give training
• Always looking for a solution
PEOPLE-PERSON
• Wants to help
• Makes colleagues feel at ease
• The face: Can gather colleagues
ánd be their ‘go-to-guy’ for any
type of question

34. Business case: TVH
Alittlepieceofadvice
1. Communication is key
Be clear and honest about what is coming. Keep people informed about what they can expect and when –
even if it means a postponed deadline or that you simply don’t know something. Just remember to always
end with a positive note!
2. Celebrate!
Roll-outs are intense. Take the time to celebrate successes, even the small ones! Take pictures of trainings
and roll-outs, use newsletters, and maybe hand-out a gadget?
3. WHO do I need to hear this message from?
Some messages come accross stronger when they are delivered by a key spokesperson.
E.g. A (video) message from the CEO might do miracles ;)
4. The best ambassadors are the ones who choose to be an ambassador!

35. Business case: TVH
When you focus on
“the people side of change”
these people will support
the change
and will put effort in helping
(you) reach the goal

36. Business case: TVH
When you focus on
“the people side of change”
these people will support
the change
and will put effort in helping
(you) reach the goal

37. Wash-up
Q&A