Transcript Send ‘em a show! - International Legal Technology

Communicating Change Effectively
Maryanna Bell
Lorrie DiCesare
Joy Heath
If you want to make enemies,
try to change something.
Woodrow Wilson
User Impact: Reaction to Change

The natural reaction to change is resistance.
There’s a limit to how much change an
individual can handle

People are uncomfortable with change, even if
it’s for the better

Resistance to change should be anticipated.
The goal for change management is not to
eliminate resistance, but minimize its impact
User Impact: Typical Questions

What’s wrong with our current product/process
(Question…Why?)

When will it happen?

How will I know what to do?

What does it mean in my day-to-day job?

What’s in it for me?

Who made the decision to change? Did anyone
talk to us -- the users?
Minimizing the Impact of Resistance

Take a proactive approach

Have a change process in place

Develop a communication strategy–then see it
through
If you have always done it
that way, it is probably wrong.
Charles Kettering
Change Process Components

Deciding

Planning

Communicating

Executing

Review/Follow-up
What Experiences Match the Process

An Office Move …

A Simple Upgrade …

A Merger …
Building a Communication Strategy


Gain user buy-in/address user concerns and
fears:

What we are changing

Why we are changing…Make it tangible

Who is affected by the change

When is the change happening

How will it change the way one works
Involve the users whenever and wherever
possible
In times of change, learners inherit the
Earth, while the learned find themselves
beautifully equipped to deal with a world
that no longer exists.
Charles Kettering
Designing Effective Communications

Be timely

Be honest

Be creative

Keep it short

Remember your audience

Cut the tech talk

Send a positive message
Methods of Communication Delivery

Meetings

Events

Voicemail

Paper

Email

Intranet Announcements

Flash or PowerPoint Demonstrations

Contests
Flyers, Cards, Posters, etc…
Please join us for a demonstration of Winston Knowledge.
Each session will last approximately 30 minutes with time after for questions.
Chicago:
San Francisco:
• Wed. Aug. 3rd at 10am and 2pm in 35 F
• Tues. Aug. 9th at 2pm in 38 C
• Thurs. Aug
• Wed. Aug 10th at 10am and 2pm in 38 C
4th
at 10am and 2pm in 35 F
Washington, D.C.:
Los Angeles:
• Wed. Aug. 3rd at 10am and 2pm in 12 N
• Thurs. Aug. 11th at 10am and 2pm in 38 C
• Thurs. Aug
• Fri. Aug 12th at 10am in 38 C
4th
at 10am and 2pm in 12 N
New York:
• Tues. Aug. 9th at 10am and 2pm in 41 B
• Wed. Aug 10th at 10am in 28 B
Additional information is available in SilasNet
or by contacting Library Services.
Email Sample—Too Much Information
In order to make our network secure from
hackers, the Information Technology
department is implementing a two factor
form of remote network authentication
called RSA SecurID Token Authentication.
The level of security provided by Token
Authentication will ensure our network data
and client data is secure and only users
with an RSA SecurID Token will have
access to our network resources from
remote locations.
Email Sample—Keep it Simple
Winston & Strawn has taken great strides in
implementing the highest levels of security
to keep our network and client sensitive
data secure. In continuing the Firm's high
standards with regards to security, we will
be implementing a Token
Authentication system for remote access to
our network.
Email Sample—Keep it Simple
(But Give Them a Place to go for Details)
Email Sample—Too Technical
Token Authentication is a system that is designed to ensure that a user trying to access the Winston
network from a remote location is authorized to access the network. As part of this system you will receive
an RSA SecurID Token (a small key fob that will fit on your key chain) that has a liquid crystal display that
generates a new numeric key code in a specific pattern every minute. Users also need to set a PIN that will
be used with the numbers displayed on the token to make up your passcode. When a user attempts to gain
network access form outside the firm, they will be prompted for their network username then their passcode
(the predetermined PIN plus the numbers displayed on the RSA SecurID Token). The system compares the
passcode that the user entered with the correct code for that minute, and verifies that the numbers match. If
the numbers match, the user will be granted network access, if not, they will be rejected. This form of
authentication is commonly known as Two Factor Authentication because it requires two things, your PIN
(something you know) and the Token code (something you have). The two-pronged combination of the token
and PIN offers a highly secure validation of the user before network access is granted.
Email—Make it Tangible
Winston & Strawn has taken great strides in implementing the highest levels of security to keep our network and client sensitive
data secure. In continuing the Firm's high standards with regards to security, we will be implementing a Token
Authentication system for remote access to our network.
What is Token Authentication?
Token Authentication is a system that is designed to ensure that a user trying to access the Winston network from a remote
location is authorized to access the network. This system consists of:
Token Authentication is a system that is designed to
that
trying
(A small token the size of a keychain that generates aensure
new numeric key
code a
in auser
specific pattern
everyto access the Winston
minute).
network from a remote location is authorized to access
•A PIN that you will set.
the network. This system consists of:
When a user attempts to gain network access from outside the firm, they will be prompted for their network username then their
•An RSA SecurID Token
passcode.
• An RSA SecurID Token (A small token the size of a
keychain that generates a new numeric key code in a
Who will be affected?
specific pattern every minute).
Once Token Authentication is in place, no one will be able to access the Winston network from outside the firm unless they have
•The passcode is your PIN combined with the numbers currently displayed on the token.
If the numbers match what server is looking for, the user will be granted access, if not, they will be rejected.
a token.
When will Token Authentication go live?
We will go live with Token Authentication the last week of May.
• A PIN that you will set.
What we need from you:
When a user attempts to gain network access from
outside the firm, they will be prompted for their network
How will end users get their token?
username then their passcode.
The users that have tokens assigned to them will be required to pick up their token during the rollout in the month of May. A
All we need you to do is let us know who on your staff needs a token. By default all Attorneys and any user that has a notebook
computer will get a token. All other users will need a token requested for them by their direct supervisor.
message will be sent out soon with details on where users can go to pick up their token.
What if I have questions?
• The passcode is your PIN combined with the
numbers currently displayed on the token. If the
numbers match what server is looking for, the user
will be granted access, if not, they will be rejected.
We will be sending out more information with regards to Token Authentication in the upcoming weeks, in the meantime if you
have any questions, please feel free to contact Matt Van Ordstrand at x73705 or [email protected].
Thank you
Communication Components
Winston & Strawn has taken great strides in implementing the highest levels of security to keep our network and client sensitive
data secure. In continuing the Firm's high standards with regards to security, we will be implementing a Token
Authentication system for remote access to our network.
What is Token Authentication?
Token Authentication is a system that is designed to ensure that a user trying to access the Winston network from a remote
location is authorized to access the network. This system consists of:
Why are we doing this
•An RSA SecurID Token
What is it
(A small token the size of a keychain that generates a new numeric key code in a specific pattern every
minute).
•A PIN that you will set.
When a user attempts to gain network access from outside the firm, they will be prompted for their network username then their
passcode.
•The passcode is your PIN combined with the numbers currently displayed on the token.
If the numbers match what server is looking for, the user will be granted access, if not, they will be rejected.
Who is it for
Who will be affected?
Once Token Authentication is in place, no one will be able to access the Winston network from outside the firm unless they have
a token.
When will Token Authentication go live?
When is it happening
We will go live with Token Authentication the last week of May.
What we need from you:
All we need you to do is let us know who on your staff needs a token. By default all Attorneys and any user that has a notebook
computer will get a token. All other users will need a token requested for them by their direct supervisor.
How will end users get their token?
The users that have tokens assigned to them will be required to pick up their token during the rollout in the month of May. A
message will be sent out soon with details on where users can go to pick up their token.
What if I have questions?
How will it be rolled out
We will be sending out more information with regards to Token Authentication in the upcoming weeks, in the meantime if you
have any questions, please feel free to contact Matt Van Ordstrand at x73705 or [email protected].
Thank you
How do I get help
Announcing…
Keeping the Masses Informed
Not Just One…
Introduce…Gain Interest
Training, Support,
Answer to Questions
How will it help me
in my job
When is it happening
How do I get help
How will it be rolled out
Intranet Communication
Table of Contents
What Has Changed In Our Environment
1. Word Environment............. Pg 1-2
2. E-Mail ...................................Pg 3
3. Internet ..................................Pg 3
4. Intranet ..................................Pg 3
5. Extranet .................................Pg 3
6. Citrix .....................................Pg 4
7 . Outbound Faxing...................Pg 4
8. Telephone System .................Pg 4
9. Conflicts Check....................Pg 4
10. Cost Recovery ......................Pg 5
11. Time Entry ..........................Pg 5
12. Accounting Report/Intranet..Pg 5
13. InterAction In-House
Phone Directory .............Pg 5
13. Document Sharing................Pg 5
14. Help Desk Numbers .............Pg 6
Send ‘em a show!
Introducing . . .
A Theme
Are they searching in vain?
Will they ever find the documents they
need?
Don’t miss the unfolding story to see if
the team locates the critical documents
in time.
See why they are saying “ ...thumbs up
and hands down this is the best thing to
come out this season”
Critics give it “4 stars!”
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Effective Communication Results In

Less fear, resistance and confusion among users

Greater user commitment to the success of the new
system

Smoother, faster implementation of the system –
minimization of productivity losses

More effective utilization of the technology - faster
realization of productivity gains

A lower total system implementation cost – hard dollars
and human
Myths About Communication
Myth 1
There is such a thing as “Too Much
Communication”
Myth 2
The users never read anything
Myth 3
What the users don’t know won’t hurt them
Most Important of All . . .

Make sure the experience matches the
expectation, otherwise you lose credibility

If not, communicate about the differences
There is a certain relief in change, even
though it be from bad to worse! As I have
often found in traveling in a stagecoach, that
it is often a comfort to shift one’s position,
and be bruised in a new place.
Washington Irving
Contact Us At…

[email protected]

[email protected]

[email protected]