Unplugged but Not Left Behind: Adapting Change Management for Non-Connected Teams

Maybe you have been there. That moment when you have taken over leadership for a transformational change project and you realize that a significant part of your workforce impacted by the change is non-connected. They don’t have company assigned computers, company email addresses (or they have one but don’t use it), and you are not even sure if they have mobile devices. All the traditional email and intranet communication channels are not a reality for this population.  

The reality is, “deskless” or non-connected employees make up about 80% of the global workforce and they are on the front line delivering critical work for organizations every day. 

Below are best practices to consider as you embark on this type of complex change. It is critical to the success of the transformation to have a plan tailored for this population to ensure they understand what is changing and to help them to operate in a new way. 

OCM Best Practices with the Non-Connected Workforce 

Manager communication is key 

Managers remain the preferred sender of information about changes to an employee’s job or ways of working and opportunities for two-way communication are best as they allow for questions and clarity. Leverage existing mechanisms like team huddles, stand ups and staff meetings before creating new cadences that require adjustments to the norm. Town halls are effective for communicating messages to a large number of people at once, and make sure you have mechanisms for feedback and questions. 

Given manager communication is so important in the change process, be sure to equip your managers first with all they need to know and where they can go for help to set them up for success. FAQs, Job Aids, Key Messages, Meetings in a box and SOPs are all useful tools to help set managers up for success. 

Print is alive and well 

Though we live in a digital world, print has its place. Printed materials can take many forms including posters, wallet cards, badge cards, lanyards, shop-floor stickers, and magnets. Do you have a break room, information board or kiosk? Post content there. In some environments, table tents with QR codes are the answer. One of the best methods to get the message across is handing information directly to employees; then you know they received it, and it provides the opportunity for them to ask questions. 

Meet them where they are 

Use workplace applications that your team members need access to like time clocks or scheduling apps to display messages. We’ve seen success with adding digital messaging on TVs in break rooms to get the message across. 

If your non-connected workforce receives pay stubs, including messages on them can be effective or mail information to their homes to get their attention. Given these are one-way communications, always include resources for team members to reach out to with questions. 

Have a help line phone number? Customize the hold message to provide timely and relevant information. 

Have a population with mobile devices? Try a “text ‘em all” but make sure they have opted in to receive text messages from you first.  

Change Networks work 

Creating change networks is a fantastic way to get the word out through local team members who can champion your cause. Be sure to select change agents or ambassadors that are influential and aren’t necessarily their direct managers so people feel they can be open and honest. Make it fun or interesting for your network by giving them a name. They could be Change Champions or could be your User Advisory Board. Provide something that makes them feel they are part of a group and be sure to celebrate wins with them. It’s also important to have change agents in various locations so the word can spread regardless of location. 

Swag has its place 

Who doesn’t like a little well timed and creative swag? Have an army of drivers? Try key chains, rear view mirror hangs. Coffee drinkers? The personalized Yeti coffee mug is a fan favorite. These items can include contact information for workers to utilize when they have questions or can just have key messaging to promote buy-in.  

Non-connected workforces require a unique approach to successfully navigate transformations. Whenever Switch supports these types of stakeholders, we recognize that one size does not fit all. The first step is to gain understanding of your culture and workforce and then develop a plan that meets these team members when and where they are. If you need help managing a non-connected workforce through change, reach out to us. We not only partner with you to craft the strategy, we work with your team through execution to ensure success.  

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