www.uc.unimelb.edu.au1

Mobility

Centrally Managed User Transition

Communications

www.uc.unimelb.edu.au2

Rationale behind Communications planning

• Identify stakeholders

• Identify likely attitudes, issues etc. which could impede the Project

• Identify communications messaging and methods to facilitate the change

• Apply a ‘Force Field Analysis’…

www.uc.unimelb.edu.au3

Move to OptusTelstra

Reduced charges

Forces for change Forces against change

Better device choice

Better Support

Faster procurement

Easier invoicing

Too busy to notice project

Uncertainty about benefits

Concern over loss of data

Status quo

Confusion

Want to keep as is

No choice but to change

www.uc.unimelb.edu.au4

Communications rationale• Emphasis is to reduce Restraining

Forces– Not to ‘push’ driving forces

• Seek to– Build interest, positive expectation,

acceptance and readiness– Answer all the What, Why, When and How

questions

• ‘High touch’ schedule as follows…

www.uc.unimelb.edu.au5

Client Contact Tasks Days before Transition

Introduction email (from within site) WHAT 18

Project information email WHY 15

Phone contact to schedule cutover WHEN 12

User instructions email HOW 8

SIM and Welcome brochure to client ALL 3

SMS reminder 1

Transition occurs 0

Client survey 14 days after

www.uc.unimelb.edu.au6

Message content – WHAT and WHY

• Overview of Project, PBC decision, etc• Choice of Optus as new carrier• Significant reductions in call costs• Consistent centralised billing• New phone range, fast reliable

procurement• 24X7 support• Website featured in every com

www.uc.unimelb.edu.au7

Message content - HOW• Swap your SIM card with new Optus card

– Which will be handed to you by technician

• Optus will send an SMS reminder• Project will be in contact to check, and help

with config to Exchange• Loss of service if don’t change SIM• Save important voicemail, SMS and MMS

messages• Copy your Address Book• Phone number won’t change

www.uc.unimelb.edu.au8

Phase Two Coms

• Similar approach• Adjusted against survey feedback• Supported with on-site communications• Emphasis on LITE involvement

– Inform/schedule clients

• And management– Disseminate staff memos