This session picks up where Session #1 leaves off, and looks at how to choose the right values to make the connection within your organization. The key to a successful Change approach is to leverage messaging that engages the particular individual, and depends on their position in the organization. As we move away from “compliance” as a hammer for the IM agenda, understanding these dynamics is critical to developing a modern policy foundation and its accompanying Organizational Change Plan. 

As we integrate new digital processes into our work-streams, IM sees the effects on our policies and the growing expectations our clients have on our services. Because these emerging problems and solutions are new to everyone, the rules you introduce are often viewed with suspicion. Even when they are required for bona fide technical, operational, or ethical reasons, people often resent them, suspecting that they are overkill based on fear and conservatism. That resentment shows up as complaints, resistance or outright non-compliance. How best to express our service?