Preparing your customers for change
August 18th, 2008I’ve recently had a chance to see two different organizations prepare their users/constituents for change in very different ways.
Eliminating a Software Package
The first was a company which has bought out several companies. After about three years, they are looking to consolidate their product line, and will be eliminating some of their products. The bad news is, that this is a mission critical product which we use.
They pulled everyone together (over 114 people in an online webinar), and let them know in a little over 3 years they will not be supporting the current version of the product which they bought out. They laid out a general road map for the process and showed deficiencies between their product and the one we are currently using, and a general outline for how they will close the gaps in the upcoming years.
Image by pingnews.com via Flickr Preparing for Disaster
The second is the state of Florida, where I happen to live. During the late summer months it is not uncommon to have the risk of a hurricane hanging over our heads. Hurricanes can bring heavy winds, lots of rain, and a potential for tornadoes. Any of which can be dangerous, even potentially fatal, but combined can create a nasty situation. The one “nice” thing about a hurricane is it generally gives you 3 to 5 days warning.
In preparation, the government usually reminds people to have clean drinking water, dry goods, flashlights and batteries, as well as other things you might need in case you lose power, have damage to your house etc. Most people head these warning, however there are always some fools who just plan a party.
Currently there is a storm which might turn into a hurricane the day that will probably make landfall.
So what does the state government do, 3.5 days before it might make landfall, the governor declares a State of Emergency. Usually this is done after the hurricane hits, and usually only in affected areas.
Now I’ve lived through numerous hurricane, and had over $20,000 in damage due to them at one time, so I know what they can do, well before Katrina ever hit New Orleans.
Contrasting the Two Responses
Instead of a measured response, by declaring a state of emergency, the government risks panic, and not being taken seriously in a time of real need.
On the other hand, the company did what it could to reduce panic, and provide relevant information.
The web was used in both manners to disseminate information. Remember, on the web, people can be reached faster, and the information is easy to forward, so you want to make sure important messages are handled quickly and correctly.
So the question is, which way are you more like to behave?
