1. CHANGE MANAGEMENT “We’re Only Human” Presented by: Leslie Koziara, CRM leslie.koziara@sos.wa.gov 360-586-4893

2. Overview of Today’s Session Records and change management – Technology has changed the world – We’re still human – Implementing and managing change

3. Nothing has changed Revised Code of Washington (RCW) 40.10Essential Records 40.14 Preservation and Destruction of Public Records 40.16Penal Provisions for the Destruction of Public Records 40.20Reproduced Records 42.56 Public Records Act (Under the authority of the Attorney General’s Office)

4. What HAS Changed

5. Technology has an impact Agencies must take into consideration the impact that technology has on public records (The good, the bad and the really ugly)

6. Impact of change Change has an impact Managing the change will make an impact We’re only human! “Technology advances, people stay the same!”

7. Some things never change In this world nothing can be said to be certain, except death and taxes (Benjamin Franklin 1789) Now the only things certain in life are death, taxes and breaches (News article from Olympian April 2014 on “Heartbleed” bug security problem)

8. Changes in attitude, changes in latitude.. When it comes to change, what is your general attitude? A. Change is my middle name – let’s do it! B. Show me it’s better and I’ll support it. C. If it ain’t broke – don’t fix it. D. You gotta be kidding, I don’t want to, don’t have to, can’t make me.

9. Change “Grief Cycle”

10. Resistance is futile (or is it?) Resistance to change is a very common reaction Resistance is a very common reason for failure of implementation

11. We’re only human Complex emotional beings We embrace change – How many devices do you own? At the same time hate it – You can’t tell me what do to! Yet we’re incredibly adaptable Think of all the things we’ve accomplished!

12. Why humans resist Disagree with reason why – This is stupid, I don’t want to, can’t make me Disruption of work/routine – No time for this/I have my own way of doing things that’s been working just fine (for me) May increase sense of discomfort or insecurity – I’ll never be able to learn that! Anxiety about changes – Is my job going away? Are they moving me?

13. The reality Sometimes there are real problems with proposed change itself: – Not enough homework/preparation prior to implementation – Hasty decisions made/under pressure to doing “something” and pronto – Decisions based on inaccurate information – Decisions made without consultation of key stakeholders or business unit/user input

14. FEAR FACTOR Reluctance and resistance is often driven by fear of the unknown “The only thing we have to fear is fear itself” – Franklin E. Roosevelt

15. Going in - some considerations Identify where and how change may create issues Be responsive to fears and concerns, don’t be dismissive Clarify the “why” of change Emphasize the benefits of the change Help resistors find new roles/comfort levels Be patient, chocolate helps

16. Some tips and strategies 1.Take a deep breath 2.Communicate what’s coming 3.Communicate along the way 4.Communicate after (get feedback) 5.Training and education (the more the better) allow for smoother transition 6.Make no assumptions 7.Have patience and take more deep breaths, provide more chocolate

17. Ask questions As you begin ask a lot of questions: – Try to find out areas of unease or discomfort – Ask some questions to help person articulate their reasons for resistance – Ask questions how to help them get from point A to B that will enable them to be successful (which in turn makes for successful implementation)

18. Training and education Learning new things/processes is different with adults Three general learning styles: Visual Auditory Kinesthetic One style is usually the dominate style, most will use all three while learning

19. Visual Visual is most common “See how this works?” Visual learners rely on pictures, visual aids and visual cues – Graphs, diagrams, illustrations – Handouts, writing on board – Seeing is believing

20. Auditory Auditory learners listen carefully “How does that sound to you?” Listen to sounds/tones/inflections of voices Discussions/group sessions – Questions and answers – Recordings/books on tape – Some musicians learn/play “by ear”

21. Kinesthetic Need an emotional/physical connection “How do you feel about that?” Have feelings about what they are learning and how they are being taught – Role playing – “Hand’s on” demonstrations – “Hand’s on” repetitive practice

22. Implementing change Listen carefully and communicate Be positive and encouraging Facilitate the different styles of learning while training/educating – Visual, Auditory and Kinesthetic Everyone will learn a bit differently and at a different pace Remove the fear factor!

23. It takes a team to go the distance

24. All together now Talk is cheap and a great resource – Open communication goes a long way towards the success of implementing change (big or small) We’re all in this together We’re only human!

25. You Are Not Alone For advice and assistance: recordsmanagement@sos.wa.gov Subscribe to listserv for the latest in updates http://www.sos.wa.gov/archives/RecordsManagement/