Managing theilta.personifycloud.com › webfiles › productfiles › 3189014 › AIT3_Cha… ·...
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LEGALTECH NEW YORK / FEBRUARY 3-5 2015
FEBRUARY 3 – 5, 2015 / THE HILTON NEW YORKJUNE 24-25, 2014 / WESTIN BONAVENTURE, LA
Managing the People Side of Change
Presented by
Gina Buser, Traveling Coaches, Inc.
Jennifer Cuenot, Shearman & Sterling LLP
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LEGALTECH NEW YORK / FEBRUARY 3-5 2015
Jennifer CuenotDirector, Technology Support & TrainingShearman & Sterling LLP
www.twitter.com/jennifercuenot
www.linkedin.com/in/jennifercuenot
Gina BuserCEOTraveling Coaches, Inc.
www.twitter.com/ginabuser
www.linkedin.com/in/GinaBuser
INTRODUCTIONS
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LEGALTECH NEW YORK / FEBRUARY 3-5 2015
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LEGALTECH NEW YORK / FEBRUARY 3-5 2015
Firms typically invest their limited financial and human resources in the
technical aspects of their change projects.
But the human element is the key to user adoption.
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What is change management?
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The application of a set of tools, processes, skills, and principles for managing the people side of change to achieve the required outcomes of a change project or initiative.
Change Management
- Prosci
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LEGALTECH NEW YORK / FEBRUARY 3-5 2015
Helping people understand, accept and embrace change.
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LEGALTECH NEW YORK / FEBRUARY 3-5 2015
New Technologies
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New Policies
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LEGALTECH NEW YORK / FEBRUARY 3-5 2015
New Programs
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LEGALTECH NEW YORK / FEBRUARY 3-5 2015
THE VALUE OF EFFECTIVE CHANGE MANAGEMENT
of all projects that had Excellent Change Management (CM) met their objectives, compared to only 17% who had poor CM. of all projects that had Excellent Change
Management (CM) stayed on schedule, compared to only 16% who had poor CM.
of all projects that had Excellent Change Management (CM) stay on budget, compared to only 48% who had poor CM. Research from Prosci’s Best Practices in
Change Management Benchmarking Report
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Organizations don’t change.
People within organizations change.
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LEGALTECH NEW YORK / FEBRUARY 3-5 2015
WHAT CAUSES CHANGE TO FAIL?
People must have:
Awareness
Desire
Knowledge
Ability
Reinforcement
Top 3 Reasons Lawyers Don’t Adopt Technology
Lack of Time
Lack of Awareness
Lack of Interest
Source: Traveling Coaches 2012 Am Law 200 User Adoption and Training Survey
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A w a r e n e s sAre people aware of the need for change?
Photo by Al Shep
A D K A R
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D e s i r eDo people have a desire to participate in and support the change?
Photo by Erin White
A D K A R
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K n o w l e d g eDo people have the knowledge of how to change?
A D K A R
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A b i l i t yDo people have the ability to implement the required skills and behaviors?
A D K A R
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R e i n f o r c e m e n tHow will the change be monitored and reinforced so it is sustained?
A D K A R
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Photo by stevendepolo
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LEGALTECH NEW YORK / FEBRUARY 3-5 2015
CHANGE METHODOLOGY
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LEGALTECH NEW YORK / FEBRUARY 3-5 2015
• Client Collaboration Tools• Mobility including BYOD• Re-Branding Technology Support
THREE EXAMPLE PROJECTS
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Photo by The Slushey One
HOW BIG IS
YOUR CHANGE?
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LEGALTECH NEW YORK / FEBRUARY 3-5 2015
Project
What’s changing?
(title)
Why is it changing?
(objectives)
Who has to change?
(people)
Can this happen without this?
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LEGALTECH NEW YORK / FEBRUARY 3-5 2015
SIZING THE CHANGE
Medium risk High risk
Low risk Medium risk
Change resistant
Change ready
Small, incremental
Large, disruptive
Org
aniz
atio
nal
at
trib
ute
s
Change characteristics
Highest need
for change
management
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LEGALTECH NEW YORK / FEBRUARY 3-5 2015
CA
SE STUD
YNoteworthy:
• Impacted all fee generators and senior administrative personnel
• Cultural change meant we needed to have a plan in place for adoption and user preparedness.
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Photo by Wolfram Burner
THE PLANSSponsorship PlanNeeds Analysis PlanCommunication PlanTraining PlanSupport PlanReinforcement Plan
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Active and visible sponsorship is the
#1 success factor in a change initiative.
Identify your champions.
THE SPONSORSHIP PLAN
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CA
SE STUD
YNoteworthy:
• Sponsorship team: GC, Finance, GTS Management and Technology Committee
• Help sponsors understand the problem and proposed solution.
• Collaborate with sponsors on new firm policy.
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The best way to engage and involve people in the change is to
ask them to be a part of it.
Listen to needs.
THE NEEDS ANALYSIS PLAN
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LEGALTECH NEW YORK / FEBRUARY 3-5 2015
CA
SE STUD
YNoteworthy:
• Drafted list of requirements.
• Extensive research and evaluation.
• Demo’d finalists for user input.
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It is key to creating awareness and influencing desire.
Communication matters.
THE COMMUNICATION PLAN
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LEGALTECH NEW YORK / FEBRUARY 3-5 2015
The key to successful change management is clear, consistent,
and compelling stories that inform, motivate, and engage users to win
their buy-in.
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When staff are engaged and
energized through ongoing
communications,70% of change
initiatives succeed.
-McKinsey
McKinsey & CompanyMcKinsey Global Survey, 2010
Photo by theqspeaks
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LEGALTECH NEW YORK / FEBRUARY 3-5 2015
Vehicle
Message
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LEGALTECH NEW YORK / FEBRUARY 3-5 2015
CA
SE STUD
YNoteworthy:
• Communication is critical to success.
• Storytelling approach helps people relate.
• Use multiple forms and instances of communication.
• Give the project an identity with verbal and visual branding.
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Provide different forms of training and education that support the way
people learn and work.
Get creative.
THE TRAINING PLAN
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LEGALTECH NEW YORK / FEBRUARY 3-5 2015
CA
SE STUD
Y
Noteworthy:
• Provide previews or Pre-Learning to expose people to the changes in a more relaxed environment.
• Offer different forms of training such as online learning, performance coaching, etc.
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Photo by garryknightPhoto by hbp_pix
Facilitate learning in the moment of need, because that’s when abilityis demonstrated and performance happens.
Support in the moment of need.
THE SUPPORT PLAN
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LEGALTECH NEW YORK / FEBRUARY 3-5 2015
CA
SE STUD
YNoteworthy:
• Dedicated helpline for questions about the change.
• Personal visits, proactive and reactive.
• Online support tools.
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The only way to sustain the change is to reinforce it. Continue the
communication, training and support until…
the change is the norm.
THE REINFORCEMENT PLAN
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LEGALTECH NEW YORK / FEBRUARY 3-5 2015
CA
SE STUD
YNoteworthy:
• HDI Surveys
• User Group Luncheons
• Monthly Newsletter
• Analyze problem areas to define future learning offerings.
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LEGALTECH NEW YORK / FEBRUARY 3-5 2015
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LEGALTECH NEW YORK / FEBRUARY 3-5 2015
THANK YOU!