Implementation’s Rosetta Stone: A Strategy for Effective Communication
Jamie Harrington, Principal and Project Executive, Global Professional Services
When implementing new systems, the progression from proof of concept to the go live date will generally move in fits and starts, at least in the early going. It’s not unlike a home renovation, in which the contractors don’t know what awaits behind the walls until demolition is underway. The same is true for technology, as vendors evaluate and untangle existing software before assembly of the new solution can begin. From there, whether or not the effort can build momentum often depends on one critical factor: consistent and transparent communication that keeps the client abreast of new developments, while the vendors are afforded the context and direction necessary to get ahead of potential issues that might otherwise stand in the way.
While facilitating transparency as part of an implementation may sound simple, it is a detailed and demanding process. The effort entails articulating common goals, maintaining open communication in pursuing the stated objectives, and requires a strong commitment from both sides of the project. Communication between clients and vendors can sometimes be more intricate and demanding than some initially realize. This is particularly the case for new relationships as each side moves along the learning curve to understand the other’s culture, processes, and protocols around regular correspondence, as well as preferences for communicating updates and milestones.
Again, it may sound easy, but the efforts required early in the relationship to build trust and credibility can significantly ease the most complex implementations. While each organization has their own preferred style of communication, we’ve found three common threads that tend to characterize some of the most successful implementations. Read More…