Change Communication Guide

How we talk about change is important.

As you manage change in your department, at your member organization or in System-wide initiatives, ground your work in the principles of the strategic framework and UMMS values. Clearly communicate how the change will create better outcomes for our patients, better opportunities for team members and a better health care system for our communities.

Change communications should convey confidence in the outcome through plainly written, easily understood and consistently designed materials.

Download the Change Communication Guide.

Purposeful

• Align the change with a specific component of the strategic framework and echo this alignment throughout project communications.
• Clearly state the need for change in transparent and credible ways.
• Describe how the change will be an improvement and for whom, specifically.
• Anticipate team member concerns by acknowledging complexity or challenges and how they will be addressed.

Planned

• Emphasize how the change is being managed intentionally, thoughtfully and strategically. Show who is involved and the different perspectives they are bringing to the project team.
• Share how UMMS will measure and share the results of the change.
• Acknowledge how the change may affect team members' daily responsibilities and the time they will need to adopt and adapt.

Consistent

• Identify how your project, while operationally different from other change projects, is helping UMMS achieve the same goals.
• Choose phrases that connect the project to a larger purpose, referencing the System's values, vision, mission and strategic priorities to create a universal baseline of language.
• Establish a regular frequency by which team members will learn about the change.

Simple

• Clearly explain what the change is and what it will mean for team members at every level.
• Emphasize transparency and acknowledge if things are still unknown at times.
• Avoid articulating objectives using industry verbiage, jargon and buzz words. Write plainly.
• Refer to the UMMS UPCEE Change Management Model to ensure communications are supportive of the System's change structure.