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mandy.thatcher@melcrum.comJanuary 30, 2008
Dear Source Reader
Over the past few years, there's hardly an industry that hasn't been affected by outsourcing. Melcrum's new special report on Communicating an outsourcing decision draws on the real-life example of a global clothing retailer and its decision to outsource 400 IT employees to IBM.
An important step taken by the global retailer early on – and one of the
6 steps outlined in the report – was to establish guiding principles that would underpin the entire outsourcing process and all communication linked to it. This, say authors Jennifer Tuck and Michelle Campbell of ROI Communication, was critical to success.
They offer the following advice for those facing a similar situation.
Guiding principles
Guiding principles are essential in setting the criteria for all communication and actions that are part of the outsourcing and change management process. The principles may differ in each situation, and should reflect the values and culture of the company. By creating a framework which clearly defines the desired outcomes and standards for the team and its process, you ensure that all decisions are in line with the corporate values.
Action
Create guiding principles which will enable you to achieve important business objectives while treating your employees fairly (e.g., strong benefits for transitioning employees, no disruption to business operations, no decline in sales).
Deliverables
A concise “Guiding Principles” document with a clear call to action to help you achieve goals for each area of focus. It’s extremely important that the document has consensus among the change management team on the areas where guiding principles are needed. It’s also a good idea to be clear on your communication objectives as well.
Case-study example
A critical first step of the IT outsourcing project in this example was to formulate the strategy and guiding principles on how employees would be treated and how the program would be executed. The strategy needed to help employees with their personal transitions from the global retail company to IBM. It also needed to ensure the successful transition of infrastructure services, since IBM would be picking up responsibility for infrastructure services leveraging the global retailer’s employees.
The change management team came up with guiding principles in three key areas:
• overall impact to employees
• HR transition
• communication strategy and planning
Establishing guiding principles forms "step 2" of the 6 steps described in the full report:
- Building a change management team
- Establishing guiding principles
- Negotiating effectively on behalf of employees
- Choosing a confidentiality path
- Creating a communication strategy and plan
- Managing ongoing communication
See you next week!
Concerned about “boss-spasming” at your organization?
The Internal Comms Hub, January 29, 2008
The Hub has a favorite new term: “boss-spasming”. It describes the moment when employees suddenly look busy at work as soon as their boss enters the room.
Five "stories" to engage your employees
Chris Gay, Melcrum's Employee Engagement Newsletter, January 28, 2008
Storytelling is one of the most powerful engagement tools that an organization can exercise. Go to a town hall or a meeting and think about what you remember most. It's often the story that someone told. It's the story that either sparks your interest, illuminates a truth or creates an emotional connection for you.
Four steps to strategy
Melcrum's Source for Internal Communicators, January 23, 2008
Uncertainty about how to get started can be the biggest barrier to developing a robust internal communication strategy, warns Barbara Fagan-Smith in Melcrum's new Practitioner's Guide to Strategy & Planning for Internal Communicators.
Getting up to speed with Twitter
Alex Manchester, Melcrum's Social Media Newsletter, January 21, 2008
Have you heard of Twitter? If not, then now’s the perfect time to start learning.
Twitter is the latest web-based social media application that’s been gaining momentum since it’s launch in 2006, and this year many people are predicting big things for the service.
Don't let porcupines gobble up your business
The Melcrum Blog, January 28, 2008
In the wild, porcupines eat bark from tree trunks, especially near the base, thereby killing the trees. In business, if internal communication isn’t in place, a company’s foundation is in peril.
The Source
for Communicators is a free resource for corporate communicators
from Melcrum Publishing.
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