As the IT Services Program Manager you will be responsible for end-to-end communication for IT changes. Can you describe a time when you managed the communication activities for a significant IT implementation?

Remember to include various communication formats within your response. For example, you may have authored emails, notifications, release notes, training documents, etcetera. You may have also included training sessions or informational meetings within your communication strategy.

"I work for a large retailer and we recently implemented a series of changes to our CRM system. I managed the program of work for this initiative and developed the communication strategy accordingly.

We began with a regional outreach program. We let our regional managers know we were planning changes, and we wanted to gather their feedback. I managed the communication and coordination of those activities as well as the logistics involved. We held the meetings, compiled the results, and then I presented a summary of our findings to our executive stakeholders.

After we determined the scope of the project, I developed a roadmap and I used that as tool for communicating progress and maintaining alignment across the various groups collaborating on the project. We followed an agile and iterative approach, and it was important to make sure everyone stayed on the same page.

I used emails, training documents, release notes, newsletters, and online training tools to communicate the details for the changes as we rolled them out globally. The communications were customized to the needs of the end users and we also facilitated Q&A sessions as needed. Additionally, I made sure all of the users had clear options for offering their feedback throughout the process."