The Role of Change Management in Successful Information Management Solutions

IntroductionImplementation of Information Management solutions necessarily brings change to any organization. Business practices, role and relationships all affect the way in which people work and interact on a day-to-day basis. Whether the driver for implementation is for productivity, compliance or risk reduction there is always the need to consider what impact there will be on user communities.Document and records management practices in organizations are not often front-of-mind for most managers and employees and asking them to think about information in a different way or even at all, as a corporate asset requires a fundamental mindset change. This will take many employees out of their comfort zone, impact on their confidence and competence to perform the work and creates a situation where individuals can sense a loss of control in their work context.It is natural that most people initially react with caution with concerns about their future, security and where they will fit in to a new order of things. In any group there will be 10% who are excited by the prospect of change and at the other end 10% who will resist change regardless. This means that there are 80% who can be influenced one way or the other.The successful implementation of an information management system extends far beyond the design and implementation. It extends beyond the support and operation. Effective information management requires a fundamental mind-shift by stakeholders and everyone in the organization that relies on information in their work activities. This shift needs to be carefully executed to create a requisite culture in which information is appropriately and thoroughly managed as a key organizational asset.What is Change Management?Change management is the art of influencing the majority to positively accept and commit emotionally to the change. Many of the issues arising as a response to change can be real or perceived and are closely related in a cause and effect network. Either way, they need to be addressed to avoid resistance or rejection of the change. This requires a combination of communication, understanding, mentoring, coaching and general support with the aim of building trust. It is from this position of trust that the task of building the work culture required for successful information management begins. The ’4 Cs’ of change management help us think about the change from an effected user point of view.Comfort People are creatures of habit and develop patterns of working within a comfort zone of daily activities.Control Changed practices may cause a loss of control over daily routines and activities. This may come through changed reporting lines or responsibilities which can evoke a level of discomfort.Confidence The introduction of new practices may undermine employee confidence in their ability to perform. Some may see this as challenge, for others it can be stressful. Often the introduction of computer equipment is something that can be discomforting. Some people, particularly older workers may have no experience with computers and can cause self doubt over their abilities to learn the new skills required.Competence To be able to operate in a changed work environment there is always an element of re-skilling required. This necessarily means that current skills, often developed over an extended period of time will need updating or may become redundant. This uncertainty can impact on an employee’s competence and ability to perform.The management of the complex web of responses, issues and perceptions requires focused attention. The skills of a change manager are built on an understanding of human behavior and the change manager’s role is to assist people to understand the change and what it means in personal terms and has been proven to be a significant success factor in building Information Management capability.Why is Change Management important?As volumes of information inevitably grow and our regulatory obligations increase amid the ongoing business pursuit of productivity, we cannot afford to waste the opportunity to exploit the benefits of information management solutions.Studies repeatedly show that a key risk in the success or failure of information management solutions is stakeholder resistance to change. Through an investment of time and effort in preparing the user community for the coming change the chances of resistance are lowered. In short without a disciplined approach to managing stakeholders through the change then realization of anticipated benefits is put at risk. This has impact on business productivity, staff moral and the bottom-line. So it would seem logical for us to deploy our information management solutions in the most effective manner.Some common Change Management pitfalls of an IM solution implementation

We are seeing an ongoing consolidation of the information management vendor community and a subsequent convergence of the underlying technology. There is a growing recognition by organizations that an information management capability is needed. Further, audit activity frequently highlights any shortfalls in performance and organizations react accordingly.The selection of an information management solution is an important corporate investment and common pitfalls addressed by change management include:Focus on TechnologyIgnoring the emotional needs of users in the rush to get the technology in place can create a real project risk. Many organizations with an information management solution already in place experience a negativity of opinion towards the system. Often the cause of this perception can be traced to an initial technical implementation focus that neglected the needs of those who consequently struggled to apply new functionality in their work activities. An effective change management approach including awareness building and communication can turn this perception around.Recognition of the Business importance of InformationThe low profile that information management has in most employees’ minds can be an issue. We are all busy and in the scheme of things ‘filing’ is not front-of-mind for the majority of employee’s striving to keep pace with everyday work pressures. Document management and filing, can fall down the priority list partly because of work pressures and partly because of limited awareness and can be seen one of the things that ‘should’ be done’ rather than something that ‘must’ be done.Organizations recognising the business value of information as an asset can then raise awareness of its importance and manage it accordingly. An increased awareness of this importance should also influence the planning of information management system deployments.Business Case and BudgetThe business case for information management is focused on risk, mitigation, and productivity. However; many benefits are intangible and have an indirect impact on the bottom line. Unfortunately associated costs are very tangible and visible.Consequently, there are challenges in the development of the business case as it can fail to excite the financial fundamentalists who view the whole undertaking in terms of an unavoidable cost that must be minimized. For the uninformed, change management activities can be seen as non-essential and result in budgets being set to minimise cost adding to the risk of failure.Although not unique to Information management implementations these above factors can create significant project risk. Change Management techniques are designed to address the human behavioral issues that can adversely impact on project success and as such, are a necessary inclusion in any deployment activity.What are some Change Management best practices for an IM solution implementation?When it is apparent users are not participating in Information Management practices an objective assessment can identify a way forward that is usually cost effective and will meet organizational needs within a much shorter timeframe. This assessment must take an independent and holistic view of the situation from multiple perspectives.This assessment must identify the root causes of any associated issues and develop a clear strategy to build the information management capability required. There are a number of common elements that have emerged as issues with information management implementations that have nothing to do with the incumbent technological tool and the strategy developed must consider how these are to be addressed.The capability assessment framework enables organizations to holistically assess information management practices and to identify improvement opportunities that will build capability. This is achieved by benchmarking current organizational practice against best practice in each of the dimensions of the framework. The best practice benchmark criteria in the framework have been identified through experience with multiple organizations across industry sectors and geographies, and are augmented through industry collaboration and global academic research outcomes.The dimensions of information management identified in the framework are defined as follows.StrategyBest practice organization’s should have a clear strategy relating to its management and use of information The strategy clearly defines the content and structure of the information, how it is to be governed and applied to support the primary business strategy.ContentWe can assume that most organizations have the information content that is required to manage their business. If this is not the case then it is difficult to envisage the organization operating successfully or at all. However, most organizations suffer from an ad-hoc approach to the management of this important asset. Best practices relating to managing this content start by having an inventory of the content, a consistent architecture governing naming conventions, taxonomy, where content is held, how content is held, i.e. hard copy soft copy formats and who can access what categories of information.ProcessDue process governing how information is created, stored, accessed and communicated is fundamental to the governance of enterprise information.Governance is the combination of processes and structures implemented at management level to inform, direct, manage, and monitor the information management activities of the organization. This consists of clear policy, procedure and business rules guiding information management practices. These must be developed in context of the organization’s business activity and be clearly communicated to stakeholders.Information management governance also includes the development of business classification schemes, taxonomy, naming conventions and rules governing the creation, storage, protection, communication, sensitivities, use and appropriate destruction of information.CultureThe manner in which information is treated and perceived in an organization is reflective of organizational culture. Best practice organizations have clear understandings and norms recognising the importance of information as an asset. This mindset needs to be pervasive across the organizational culture and is fundamental to induction and staff development initiatives.Change management during information systems implementations is a clear best practice aimed at creating the cultural awareness and mindset required.RelationshipsOrganizations operate within a network of relationships with stakeholders. These stakeholders include customers, suppliers, regulators and industry bodies. Best practice organizations have clear understanding and service level agreements with other stakeholders in order that corporate record keeping obligations are met and to ensure information is shared appropriately and to the level required to maximize efficiency.ServicesThe application of Information as an asset is fundamental to the services or products offered to the market place. Best practice organizations embed value-adding knowledge and information into services to maximize attractiveness and utility. Corporate discipline ensuring the validity of information shared is necessary to mitigate risk of non-compliance and avoid potential litigation.TechnologyInformation technology is fundamental to the management of the information asset. Clear and consistent architectures, data and information structures, security and operational tools indicate a mature approach to information management. Best practice organizations have clearly defined architectures.Change Management Best PracticeThe capability assessment framework facilitates benchmarking against specific best practice indicators. The absence of any of these indicators provides an opportunity for the organization to improve. Over and above these specific indicators the following themes have emerged as overarching best practice in change management as information management capability is developed.GovernanceAs discussed above governance is the combination of processes and structures to inform, direct, manage, and monitor information management activities. This includes effective record keeping practices. It is important that organizations develop governance practices as early as possible in implementation projects. This often means putting governance in place prior to specification, selection and deployment of a technology solution. This has a double benefit. Firstly: stakeholder’s become familiar with information management expectations and the requisite culture begins to develop; and secondly; the organization gains the opportunity to refine its governance structures prior to full deployment.Information Management SystemThe selection of an enabling information management technology to meet performance and functional requirements should follow a diligent approach. It is best practice for selection criteria to consider wider information management architectural needs. The functional richness of available solutions can allow the retirement of duplicative products providing islands of functionality. Workflow or WebPages are common examples of these islands where products have been acquired for a single one-off purpose and are unable to integrate with core applications. Once configured and deployed the new infrastructure can provide the opportunity to create an integrated technology architecture thereby reducing support cost.PilotsThere are many examples of high cost, high-profile failures in the information technology industry. Often this can be traced to over-ambition and a big-bang approach to deployment.Implementation of Information Management capability within well defined scope delivered in incremental steps provides many benefits. Primarily incremental implementation through a series of pilot deployments allows adaptation of the solution based on real experience before attempting to conquer the world. Many organizations are benefiting from the adoption of this approach.

User FocusThe inclusion of change management activities focused on preparing stakeholders to take on the reformed work practices mitigate against risk of stakeholder resistance. This involves considering the emotional needs of all stakeholders to ensure that they feel in control, are comfortable and have the confidence and competence to execute new work practices. For many stakeholders the learning of new skills and changed role and responsibility provides enhanced career opportunity.ArchitectureMost of the solutions available in the marketplace offer rich functionality to manage documents and content in a web-based environment. Full use of the functionality on offer can simplify the technical architecture and realize savings in licence and administrative cost further justifying investment.Change Management Roles and ResponsibilitiesThe change manager works very closely with stakeholders and it is important that relationships based on trust are established. The personal attributes of a successful change manager are empathy and patience. The role and responsibility of the change manager is focused on understanding stakeholder needs, building an awareness of the need for change and supporting these stakeholders as they transition to new work practices.Some key responsibilities for the change manager include communications, setting up reporting and communication channels, participating in business process reform, workshop facilitation, staff training, mentoring and awareness building. In short, any activity that interacts and prepares the user community to participate in reformed work practices.Regardless of the scale of undertaking information management projects require a change management capability. In large scale projects there may be dedicated change management resources. For smaller scale projects this role may be a part-time or shared responsibility. The change management role can in many instances be a shared role across the development. Sometimes this can be provided through a corporate change management function. Regardless of how the role is resourced it is essential that it is included.Many routinely conducted project activities such as workshops, interviews, training and presentations are in fact change management opportunities as these events they are interactions with stakeholders. They therefore present the ideal opportunity to develop the relationship of trust between the project team members and stakeholders.It is important to avoid the situation where contributing stakeholders feel as though they have been sucked dry for information by technical people. This can be avoided through the development of awareness of the importance of the project team/stakeholder relationship thereby maximizing the value of this contact time.Further, ‘champions’ can be identified from within the stakeholder community. This provides a critical change management input. As these champions are representatives drawn from the stakeholder community their roles can be a very influential and positive contributor to project success.SummaryResearch shows proves that higher levels of user acceptance and greater use of installed solutions are achieved when deliberate change management activities are included in the implementation work plan and life cycle. Best practice in change management is focused on the early involvement of stakeholders and on building a trusting relationship. Accordingly, leading organizations have recognized its importance and routinely allocate resources as projects are plannedFor most organizations there is the opportunity improve information management performance. A place to start is through a benchmarking assessment of information management capability against best practice to identify how to realize available benefits by learning from the success of others.This paper has emphasized change management and the resultant outcomes and opportunities as best practice. The selection of an information management solution is an important corporate investment. For those organizations considering implementation and for those that have current infrastructure in place, there is the real opportunity to maximize return on investment and to create a work culture that displays the requisite information management behaviours.

‘Sexting’: A New Crisis for Relationships?

‘Sexting’… So what is it anyway? ‘Sexting’ by definition is sending or receiving sexually explicit messages or photos by mobile phones or other social media. This is a trend that has increased steadily through the years as more and more people have utilized phones as their main method of communication. In fact, 88% of adults have engaged in some kind of ‘sexting’ within the context of a relationship according to a paper called: “Reframing Sexting as a Positive Relationship Behavior.” 2Is ‘sexting’ more common than we believe or are these research studies just turning up coincidences with this type of behavior? Emily Stasko, at Drexel’s University in Philadelphia, surveyed 870 heterosexual individuals and found that more ‘sexting’ was associated with a higher level of sexual satisfaction. 2These are just two studies, you might say, and don’t represent the population at large. Well, another way to look at this is that technology is something that most people (in larger cities or suburban areas) concentrate on daily. People are very involved with social media on mobile phones, computers & tablets. They are using these social media applications for various reasons (i.e. Facebook, Instagram, Twitter, WhatsApp, Tumblr, Vine, Snapchat, etc). Is there any reason to think, even for a minute, that people are not using technology to date or enhance their present relationships? People all over the country (and the world) have access to texting/messaging, social media, and video chatting (Facetime, Viper, etc.). It is extremely easy to use any of these modalities in the context of a relationship.So how do people view ‘sexting?The problem is that not everyone defines ‘sexting’ the same way. Is it the sending of sexually explicit or provocative messages? Is it primarily the sending of sexual images? Some people see it as one, the other or even as both. This has been unclear because there have been various opinions about the subject. ‘Sexting’ may not be limited to just messaging but could also include the use of Twitter, Facebook, Skype and Facetime, as well as, other social media platforms. This could also mean sending sexually explicit video or showing nude body parts while video conferencing. This complicates matters even more and broadens the current definition.Most people have really warmed up to the idea of ‘sexting’ and according to the research, previously cited, a very high number of people have engaged (and continue to engage) in this behavior. These research studies and surveys have focused on how ‘sexting’ can improve relationships and rekindled sex lives. However, there is a darker side as well. This article focuses on those individuals that use ‘sexting’ as a way of seeking excitement, sex, and/or attention outside of their present relationship. The lines are sometimes blurred with regards to virtual or internet relationships because they are not viewed as being “real.”Is ‘Sexting’ outside of a relationship considered cheating?That is a good question. We already know that ‘sexting’ or sending these sexually provocative messages can really enhance a committed relationship. However, what happens when people send these types of messages outside of a committed relationship? How is ‘sexting’ viewed among the general population?”A 2013 Huffington Post article of 1,000 U.S. adults found that 85 percent of women and 74 percent of men consider ‘sexting’ a form of cheating.” 1′Sexting’ outside a relationship can be exciting especially for those individuals that are looking for ‘that extra something’ in their lives. Perhaps these individuals love their spouses or partners but seem to have ‘lost’ the passion or excitement in their relationship. For other individuals, maybe they are looking to find someone else online or in a virtual sense (i.e. via texting, online websites or other media) that they can flirt with and is considered “safe.” That could fall into the “grass is greener on the other side of the fence” scenario. A person may be very happy or mostly satisfied with their partner but think that they might be able to find something better outside their relationship.Other scenarios could include men or women that seem to feel as if they are invisible to their partners or spouses due to over demanding careers, children, mental illness, physical illness, alcoholism, etc. These individuals may find that through ‘sexting’ with a 3rd party that they can feel loved, desired and even sexy. It is through this media (and possibly other reasons) that people justify their actions and tell themselves that they are not cheating because there is no physical relationship.Is this behavior wrong? Is it cheating? There are various reasons why an individual may decide to engage in ‘sexting’ outside of his/her relationship but what is the intention exactly? Some people may believe that due to the virtual nature of ‘sexting’ that it isn’t necessarily wrong. ‘Sexting’ doesn’t have to involve physical contact and it could just be chalked down to a simple fantasy (or something that they don’t intend to pursue). It may have started as something very innocuous (like work-related messages sent to a colleague, coworker or fellow student) but then it moved forward to a more sexual type of relationship.However if a person is deleting texts, hiding cell phone bills, or being secretive about this virtual relationship then it seems that he/she has become more involved with someone other than a spouse or partner. This person is now thinking about another person, sending pictures to that person, and possibly wishing he/she could spend time with that other person. If we are looking at the health of a marriage or relationship, any time someone else becomes involved, that health has now been compromised. We could also argue that the commitment toward the relationship or marriage has waned because of the 3rd party that is now part of the equation.Case Examples:Maria and Thomas (not their real names) have been married for 3 years but have been together for about 12 years. Thomas had been dealing with anxiety issues for his whole life but had developed a drinking habit to numb the intense feelings that he dealt with on a daily basis. This drinking problem had become so bad where Maria had found him passed out on the couch a few times after work and he spent a good amount of time drinking with colleagues. This situation caused her to feel very detached and distrustful of Thomas. She didn’t feel as if Thomas loved or desired her and that his drinking had become his new relationship. Maria decided to contact a former male friend from school with which she began a ‘sexting’ relationship. She never sent any sexually explicit photos of herself to this other person but the messages they shared were very provocative.Maria never had any intentions of actually cheating on Thomas but she just felt lonely and unattractive. She sought companionship with someone that showed interest in her and chose to continue this ‘sexting’ relationship for a couple of months. She mentioned that this person made her feel sexy and desirable. She also felt good that someone was interested in her and although this person requested to meet her in person, she never did. Maria had some guilt that she was busy sending messages to someone other than her husband yet she continued. She got so frustrated with Thomas that she even ‘sexted’ this friend of hers while her husband was next to her on the couch.Now, although this behavior of Maria’s was not having a physical affair it was an emotional affair. Maria was tired of trying to get through to her husband about his drinking and lack of interest in her. She spent a good amount of time looking for affection outside her relationship because her husband was not available to her. When Thomas found out about this ‘sexting’ relationship that Maria had started, he was devastated that she would do such a thing.Maria made the decision to seek therapy to discuss her concerns and disappointment in herself and her relationship. Obviously she realized that while her marriage was not in the best state that she needed help to put things into perspective. After a few sessions, Maria wanted to bring her husband to join in the sessions. These sessions were spent having both of them discuss their feelings and how they were each disappointed with one another. Maria was able to discuss how she felt undesirable and lonely while Thomas received validation for his anxiety issues. Thomas was confronted for his alcohol abuse and how that was affecting their relationship. This couple was able to communicate, forgive each other and move forward.—A second couple, Julio and Gabrielle (not their real names) were not so lucky. Julio started ‘sexting’ with another woman he met online just after the birth of his daughter. He had been unhappy with Gabrielle for some time however just didn’t know how to communicate his feelings. He had come from a family in which communicating feelings was highly discouraged. So while his wife was pregnant and tired a good portion of the time, Julio was online looking for some attention.At first, things were very mild. He sent a few texts here and there just looking to see if other women were interested. However, once his daughter was born, Julio spent a lot of time on his phone. He ‘sexted’ with a particular woman with whom he had a connection at work and in the car. He also deleted all of the messages because he didn’t want his wife to become suspicious or to find them ‘by accident.’ So he was able to keep up this front for some time…a good 6 months.However, one day he wasn’t so careful. Julio forgot to delete some messages and his wife looked at his phone while she was up in the middle of the night feeding the baby. She was appalled and devastated at what she found. Gabrielle chose not to say anything right away because she wanted to see if she could catch him or get him to admit to this behavior. And one day she was able to do just that. She found him in the bathroom taking pictures of his genitals and sending the pictures & messages. She confronted him on the spot and but he denied ever meeting up with this woman. Gabrielle realized that they needed some serious help and sought therapy.She communicated that she loved Julio and wanted to keep their marriage intact but was not going to accept this type of behavior from him. Julio was able to finally, after some encouragement, to communicate that he had been unhappy with Gabrielle for years. He stated that he only married her because she had become pregnant with his daughter but he didn’t feel that the two of them were very compatible. She also found out in therapy that Julio had lied about meeting up with the woman that he was sending messages to and that they had been dating. It was at this point that Gabrielle and Julio decided to separate because their relationship was not reparable.So what should you do?If you have found yourself interested in finding attention outside your marriage or relationship, it is important to ask yourself some important questions.What do you want to accomplish? What are your intentions? Have you found that you are not interested in maintaining your marriage or relationship? What is the reason you are trying to connect with someone else? Are you looking for some attention because you are not getting it at home? Are you seeking out something more exciting or compatible than your partner/spouse? Or is your relationship salvageable with the help of someone who can encourage better communication and engagement? Are you just looking to make you’re your partner/spouse jealous? These questions need to be answered before the relationship deteriorates past the point of no return.If you decide that you are simply not interested in continuing with your present relationship, then some honest dialogue needs to occur with your spouse or partner. It is important to communicate your feelings and to allow this other person the opportunity to hear that the relationship is over. This allows your partner to start the process of grieving the relationship and eventually moving on. Hopefully, you are able to provide some support and compassion for your spouse or partner and allow for a more amicable separation.————-However if you have recently found out that your spouse or partner has been involved in a ‘sexting’ relationship, it is important for you to maintain composure. It is completely normal to have intense emotions regarding the situation however it will not help in the communication process. Please ask questions about this other relationship and find out about your partner’s intentions. It is important to know if your spouse or partner is interested in continuing with your relationship and ending the other one or not. It is helpful to have an objective 3rd party there to help both of you to determine in which direction you both want to travel.Emotions will be high in either situation especially for the person that has just found out about this outside relationship. If you are too deeply hurt by your spouse or partner’s ‘sexting’ relationship to stay with him/her, then this must also be addressed. Each person deals with highly emotional situations in different ways. One couple might be able to communicate effectively even in difficult situations while another couple might not be able to be in the same room together. So it is important to know how your spouse or partner will react in this situation and find a way to come to a workable conclusion that best fits both of you.ConclusionSince ‘sexting’ has become such a popular activity among adults in monogamous relationships and with those that are dating based on the research provided in this article, it is important for everyone to be more knowledgeable regarding the topic. The research shows that ‘sexting’ can enhance a monogamous relationship. The case examples show two different scenarios that can ensue. If people are unhappy in their present relationship and choose to utilize ‘sexting’ to find excitement with another person, the end result could be relationship or marital dissolution.Couples are encouraged to seek out help. A counselor, therapist or psychologist can help couples to find their way through this situation. If a relationship has been extensively damaged by ‘sexting’ (through which a physical relationship may or may not have begun), there are important feelings on both sides that need to be addressed. Depending on the desires of both people involved, these relationships can be saved but does take time to rebuild trust and confidence. Since most of these relationships consist of one (or both) persons seeking out someone else, it is vital to encourage verbal communication about the things that each person views is lacking in the relationship. Feelings need to be communicated and each partner or spouse needs to have the opportunity to express him/herself. Forgiveness plays a HUGE part in this type of situation. Each person has to ask him/herself if forgiveness is an option and if so, they can proceed toward creating a new relationship together. They can do this by spending time together and discussing how to satisfy each other’s needs. Only after these important issues have been brought up can the couple begin to move forward on a new path toward happiness.References:1. Rebecca Adams, “A Look Inside The Insidious and Adulterous World of Sexting,” Huffington Post, http://www.huffingtonpost.com/2014/12/02/sexting-cheating_n_6185288.html?utm_hp_ref=sexting2. Rachel Zimmerman, “Sexting Among Adults May Be More Common Than You Think, Survey Suggests,” WBUR’s Common Health Reform & Reality, http://commonhealth.wbur.org/2015/08/sexting-adults-relationships

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