Sponsor
- Are visible and accessible throughout the entire project
- Engage leaders and managers early and through the duration of a project
- Align priorities among organizational leaders
- Directly communicate with employees and the project team throughout the project
Service Owner(s)/Product owner(s) from all affected services
- Determine scope, timing, and resources
- Determine technical impact to other systems or processes and test appropriately
- Determine user impact (with product team) and create a support plan for use cases
- Identify affected audiences
- Provide user email addresses, as appropriate
Subject Matter Experts
- Perform end-user testing
- Understand user impact (expose potential confusion and anticipate common mistakes) and be prepared to support identified use cases determined by the product team and/or uncovered during testing
- Engage in communication and messaging development
- Provide key messages, answer questions posed by communicators, knowledge editors, T2, etc.
- Review messages for accuracy and completeness
- Attend related meetings
Knowledge editors and SMEs
- Review knowledge linked to in communications and featured on the public website to ensure it is accurate, up to date, and complete.
- Ensure that wherever we ask end-users to take action we give them instructions to do so.
- Ensure that knowledge is not overly technical and offers user-friendly step-by-step instructions.
Communications/Change managers
In partnership with the team, identify audiences
Determine appropriate channels
Collaboratively draft/create and publish/distribute messages that explain in clear, grammatically correct language:
- What the change is
- Why it is happening/important
- Who it will impact
- How to make the change (link to self-help)
- Who to ask if there are questions
Communication messages reviewed for accuracy and clarity by:
- Service owners
- Product owners
- User Support staff (T2)
- Knowledge editors
Comms will lead the review process but will not be able to verify the accuracy of all knowledge, content, technical details, etc. relying on the above list to review carefully and verify.