1. INSTITUTE FOR STRATEGIC COMMUNICATIONS & CHANGE
BEST PRACTICES
IN CHANGE COMMUNICATIONS
 Ingenium Communications 2017/18

2. CHANGE COMMUNICATIONS
Strategic Communications
CHANGE COMMUNICATIONS
Change Management

3. WORDS
SYMBOLS
BEHAVIOURS

4. 9

5. PROVIDE
OPPORTUNITIES
TO CREATE
SHARED MEANING

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

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

10. FAVOUR PULL
OVER PUSH

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

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

14. MAIN 3
PITFALLS
TO AVOID

15. #1 23

16. #2 THE SINGLE BIGGEST PROBLEM WITH COMMUNICATION IS THE
ILLUSION THAT IT HAS TAKEN PLACE
George Bernard Shaw

17. #3

18. THE INVITATION 26

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

21. THE CHALLENGE

22. 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

23. OUR FOCUS Improve client SATISFACTION Deliver VALUE to the University

24. WHAT WE DID

25. Leadership Team Capacity Building/ Employee Communication/
Video Release
Jul 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

26. Caro

27. Claudio

29. HOW WE DID IT

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

31. PRODUCTIVITY
$2.3M
Caro

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

34. $91 DOING MORE WITH LESS Facilities operating costs/m2
The square metres of building space managed by Facilities increased in 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.

35. OVERTIME COSTS
45%
Claudio

36. CREATING AWARENESS OF THE POSITIVE CHANGES AT FACILITIES
NEW EMPLOYEE COMMUNICATIONS TACTICS
Television monitors with Facilities information
updates
Coffee with Claudio
General Assembly
Leadership Sessions
USAGE RATES
100%
EFFECTIVENESS RATINGS
Television monitors with Facilities information
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

37. 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