Some Best Practice Change Communication Guidelines
These general guidelines are reminders of best practice change communication.
- Are your key messages written from the audience’s perspective, not from the business’s perspective?
- Are messages and delivery methods tailored to suit the different communication needs of individuals and teams?
- Is there a clear and compelling case for why, that balances both logic and emotional messaging?
- Are the 3 change communication principles – transparency, thoughtfulness and timeliness – evident in your plans and comms?
- Are communications written/delivered in clear, plain language, ie without jargon?
- Have you tested your messaging with others to ensure it makes sense, and that that you have avoided the Curse of Knowledge?
- Are there two-way communication channels and feedback opportunities available through your comms?
- Have you decided how you will measure the impact of your communication activity?
Dos and ‘Don’ts’ of best practice change communication
These general guidelines are reminders of best practice change communication for leaders.
| Do | Don’t |
|---|---|
| 1. Tailor key messages to ensure they’re relevant and meaningful to your team | Simply hit ‘forward’ or read the supplied key messages verbatim |
| 2. Deliver the communication in ways that meet the communication needs of your team members | Assume a ‘one-size-fits-all’ approach |
| 3. Provide opportunities for conversation, and pass feedback on to the project team | Simply ‘tell’ your team what is happening, or not provide opportunities for feedback |
| 4. Keep it simple – use plain English, no jargon, and explain anything complex | Assume your team members will understand what you mean, or have the depth of background and knowledge you do |
| 5. Use the 3 Ts of Trust to guide your communication – transparent, timely, thoughtful | Guess when asked a question you don’t know, or avoid information you’re not clear on – commit to your team that you’ll get the answers |
| 6. Call on the communications team or HR for support if you need it | Go it alone – if you’re not sure, please ask! |
(main source: Esther Cameron et al, 2024)