The importance of communications in your Enterprise Resource Planning (ERP) implementation 

Why effective communication is key to a successful ERP implementation

An ERP programme is just as much about the change as it is about the technology. So, it’s crucial the people in your council understand why the change is happening, what it means for them, and what they will need to do and when.  

Everyone experiences change differently but it can be more difficult if people feel change is being ‘done to them’ or they don’t have an opportunity to contribute. It’s important to bring your team on the ‘journey’, so they feel engaged with the process and reassured the impact on them is being considered.  

The Mindset Model

Clear and engaging communications throughout the implementation will help everyone affected to build their mindsets for successful change.  

You’ll need a communications plan in place from the outset that will continue through the whole programme and post go-live. It should start with a story about the rationale behind the change and extend through to logging into the system on day one and how to get support. 

You’ll also need to explain about the new ways of working, for example changing from paper forms to digital versions for leave requests. This will get people focused on why they’ll need training and will give them confidence in the new system, so everyone can realise its benefits. 

At Socitm Advisory we use our Mindset Model to take their colleagues through a change programme. Find out more by watching the video below:

Use plain language – and time your communications carefully  

Translate the technical information into plain language that people outside the ERP implementation will understand and take on board. 

And share with your staff what they need to know at the right time, so they don’t get overloaded or forget essential information because it isn’t relevant for them at that time. You’ll also need to know when to start building the momentum in the communications as the go-live date gets closer.   

What’s the difference between corporate communications and programme communications?   

The top 3 benefits of having a dedicated resource for communications within the ERP programme: 

1. The person or team responsible for programme communications can understand and interpret what’s happening on the ground because of their technical knowhow.
2. They’ll work closely with the internal, corporate communications team, who are the gatekeepers to the messaging channels within the council.  
3. They understand the lifecycle of an ERP implementation, so they know what needs to be communicated at a specific time.  

What could go wrong if you don’t have effective ERP programme communications? 

The potential pitfalls of failing to dedicate enough resource to communications in your ERP implementation: 

• People could feel alienated and unable to see the ‘point’ of the new system because they don’t understand the rationale behind it  
• They might not know how to use the new system and could therefore revert to old ways of working 
• If the new system isn’t used in the way it was designed, your council won’t realise the benefits of the change, which could have a financial impact 

How to get communication right in your ERP implementation 

5 top tips for sharing key information about system change: 

1. Council management should play their part in sharing the programme communications with their staff and ensuring the messages reach the people they need to. 

2. Make communication two-way – stress the importance of giving users the opportunity to ask questions (e.g. shared programme mailbox, and regularly updated FAQs) and provide feedback (e.g. pulse surveys). 

3. Management should enable urgent communications to be signed off and delivered quickly. 

4. Take advantage of multi-channel methods of communication to ensure the messages reach all employees, including hard-to-reach users. 

5. Where appropriate, ERP transformation should be linked to wider council transformation plans and positioned as a key platform that enables wider organisational change. 

Conclusion 

Clear and effective communication should extend through your whole ERP programme. Because if your people understand the change and feel involved, they’ll be more likely to adopt the system in the way it was intended, which means your council will get the full benefit of its investment. 

Socitm Advisory has a wealth of experience working and supporting ERP programmes across a variety of public service sectors. Find out more. 

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