Correcting for Misinformation and Misunderstandings

Regardless of your best efforts, there are times when you have to correct misunderstandings.  These can arise from background information, conjecture or the rumour mill.  These following tactics have been determined as effective tactics:

1. Enabling open discussion time
   Open discussion times include events that allow people to exchange information freely, present questions and provide feedback.  Open discussions happen in my different format such as
• town halls
• brown bag lunches
• road show presentations
• conference calls
• site visits
• forums
• small group meetings
• focus groups
  
  
2. Identifying current rumours and addressing them immediately
   It is important that the identification of current rumours be done anonymously through
   telephone hotlines, designated email addresses, help desks or collection boxes.
   It is best to address rumours when possible in a face-to-face format. Added note: in my experience, there is typically a staff member who comes forward with the rumours
3. Engage sponsors
   Sponsors are recognized as the most effective group to address and correct background conversations resulting from misinformation.
4. Providing regular communications
   Regular communications were a source of consistency and provided updated information on the change. The most common interval of regular communications is weekly. Monthly is also a viable option depending on the change.
   Example: During one construction project, updates were given weekly. The email discussed what was expected to happen during the upcoming week. If there were delays from the previous week, it would be identified e.g. drywall installation will continue this week and it is anticipated that sanding will start Thursday.  Other weeks, the communication would state that there was nothing new to report this week.  Would would continue as outlined the week before.  Monthly face-to-face meetings were also arranged.  Closer to opening, there were daily emails.  During a particularly critical week, we had daily morning meetings at the coffee machine.
5. Updating Frequently Asked Questions
   FAQs answer common questions and address misinformation.  FAQs need to be updated regularly and circulated among staff in various ways including a newsletter, electronic postings and written documentation
6. Providing electronic sources of information
   Make sure there is a source of electronic/online information that is accessible by staff and can be updated by the change team.  By having a source of info that is available to everyone in the organization gives a sense of transparency and open communication.  This can include a blog, discussion board and online postings.