Effective communication during a go-live is crucial for keeping stakeholders informed and managing expectations. The best strategy is to describe released functionality and provide knowledge base articles. Here's why:
Clarity and Transparency: Clearly communicate what new features or changes are being released, so users understand what to expect.
Knowledge Base Articles: Provide detailed documentation and knowledge base articles to help users learn about the new functionality and how to use it.
Proactive Communication: Don't wait for issues to arise before communicating. Keep users informed about the progress of the go-live and any potential impacts.
Targeted Communication: Tailor communication to different audiences (e.g., end-users, IT staff, management).
Why not the other options?
A. Focus communications only on immediate supervisors: This limits information flow and can lead to confusion and frustration among other stakeholders.
B. Provide minimal updates to avoid overloading the team: Under-communication can create anxiety and uncertainty. It's better to provide regular, concise updates.
C. Postpone any form of communication until all issues are resolved: This is unrealistic and can damage trust. Communicate openly about challenges and progress towards resolution.
[Reference: ITIL 4 framework, Service transition best practices, =================]
