As a communications and change management professional, I understand the intricacies involved in software system deployments. Despite meticulous planning, unforeseen issues can arise—like system or other technological deficiencies or even a government shutdown—leading to deployment delays. When faced with such situations, here are some tips to help effectively manage the situation and maintain trust with end users and other stakeholders.
Be transparent. When a deployment delay occurs, it's tempting to downplay the situation or provide minimal information. However, transparency is imperative in these situations. You’ll need to clearly communicate the reasons for the delay and detail any unexpected technical challenges or issues that arose. This honesty fosters trust and reinforces your agency’s commitment to delivering a quality product.
Reevaluate and revise your communication plan. (Please say you have one.) Changing the deployment date warrants a reassessment of your communication strategy. Work with your change management and communications teams to review the initial deployment communication plan and adjust timelines, notifications, and expectations accordingly. Ensure that all stakeholders, including end users, are informed promptly and clearly about the new deployment date and any other related events. Provide regular updates, via email and your online central information repository (i.e., your intranet or knowledge library) to keep them in the loop as the situation evolves.
Manage expectations. One of the most challenging aspects of a deployment delay is managing stakeholder expectations. Acknowledge that the delay is disappointing and express understanding of any inconveniences caused. Provide a realistic and well-justified timeline for the revised deployment.
Offer additional support and resources. Recognize that end users may have prepared or adjusted in anticipation of the initial deployment date. Offer additional resources or support to mitigate any inconvenience caused by the delay. This could include providing guidance on temporary workarounds, offering training sessions, or creating a dedicated support channel for questions and concerns.
Leverage feedback. A deployment delay presents an opportunity to engage with end users and gather feedback on their expectations, concerns, and needs. Conduct surveys or hold feedback sessions to understand their perspectives. This information can be invaluable in fine-tuning the system and ensuring that it meets the end users' requirements when it's eventually deployed.
Unforeseen delays are an unfortunate reality for software system deployments. How you navigate these situations can make all the difference. By prioritizing transparency, managing expectations, offering support, and leveraging user feedback, technical teams can turn a delay into an opportunity for improvement.
