INSTITUTE FOR STRATEGIC COMMUNICATIONS & CHANGE BEST PRACTICES IN CHANGE COMMUNICATIONS www.continue.uOttawa.ca  Ingenium Communications 2017/18

CHANGE COMMUNICATIONS Strategic Communications CHANGE COMMUNICATIONS Change Management

WORDS SYMBOLS BEHAVIOURS

9

PROVIDE OPPORTUNITIES TO CREATE SHARED MEANING

VERY GREAT CHANGE STARTS FROM VERY SMALL CONVERSATIONS, HELD AMONG PEOPLE WHO CARE Margaret Wheatley

HOW DOES WHERE WE’RE GOING FIT WITHIN THE STORY OF WHO WE ARE?

FAVOUR PULL OVER PUSH

IF I CAN’T GIVE YOU CONTENT I’LL GIVE YOU CONTEXT

WHY? WHAT IS CHANGING? WHAT IS STAYING THE SAME? WHAT IS EXPECTED OF ME? Red – Break Something

MAIN 3 PITFALLS TO AVOID

#1 23

#2 THE SINGLE BIGGEST PROBLEM WITH COMMUNICATION IS THE ILLUSION THAT IT HAS TAKEN PLACE George Bernard Shaw

#3

THE INVITATION 26

GUEST SPEAKER Claudio Brun del Re Chief Architect, Campus Development University of Ottawa - Facilities

THE CHALLENGE

FACILITIES HAD TO FIND A WAY TO DO MORE WITH LESS Traditional Organization Strong Reliance On Legacy Processes Budgetary Pressures Client Satisfaction Dropping Silos Mobile Workforce Complex Network Of Key Stakeholders To Keep Informed & Engaged THE MESSAGE WAS CLEAR… FACILITIES HAD TO FIND A WAY TO DO MORE WITH LESS Claudio

OUR FOCUS Improve client SATISFACTION Deliver VALUE to the University

WHAT WE DID

Leadership Team Capacity Building/ Employee Communication/ Video Release Jul 2014 - ongoing Transformation Announcement (restructuring) May 2014 Management Review March 2012 Communications & Change Strategy Dec 2013 General Assembly “We Are Facilities” June 2015 Research & Consultation Oct/Nov 2013 Prepare Management Community in Leading Change Employee Communications Jan/Apr 2014 Employee Engagement Campaign/ Stakeholder/Client Communication General Assembly/ June 2014 Caro

Caro

Claudio

https://www.youtube.com/watch?v=QgtWf4_87Eg

HOW WE DID IT

Establish instruments for measuring employee and client satisfaction Weekly Transformation Meetings Claudio External consultants in communications and change management, performance

PRODUCTIVITY $2.3M Caro

jun. 2014 sept. 2014 dec. 2014 jun. 2015

$91 DOING MORE WITH LESS Facilities operating costs/m2 The square metres of building space managed by Facilities increased in 2014-15 by 2.8 percent however, the cost to operate Facilities in the year on a per square metre basis declined by 4.2 percent, from $95 to $91.

OVERTIME COSTS 45% Claudio

CREATING AWARENESS OF THE POSITIVE CHANGES AT FACILITIES NEW EMPLOYEE COMMUNICATIONS TACTICS Television monitors with Facilities information Email updates Coffee with Claudio General Assembly Leadership Sessions USAGE RATES 100% EFFECTIVENESS RATINGS Television monitors with Facilities information Email updates Coffee with Claudio General Assembly Leadership Sessions Effective 38% 71% 47% 40% Not Effective 29% 12% 26% 25% N/A 33% 17% 36% Caro

100% positive feedback from employees on the poster campaign Staff were honoured to be a part of campaign “We Are Facilities” video received 370 views (well beyond 174 employees), 100% positive feedback (likes) Exam set-up video launched April 28th with 2,383 views and 100% positive feedback (likes) Caro