Making the decision to implement a core conversion can give credit unions a lot to deal with. Among the issues to reconcile is what—and when—to communicate to employees. Certainly employee engagement is important. Helping staff know what to expect can go a long way toward maintaining productivity and facilitating good, ongoing service to members.
Here are 10 things to tell credit union staff members when undergoing a core conversion:
1. Weekly Happenings
Holding regular meetings is helpful so that you can keep employees updated in small chunks. Each week, let them know what key changes will be coming so they are not blindsided.
2. What Impacts Them
Focus part of your weekly meetings on the aspects of your conversion activities that will directly impact how your employees do their jobs.
3. What Impacts Members
Clearly identify what members will experience during each phase of the conversion. This is especially critical for people in member-facing positions.
Whether a change impacts employees or customers, let your staff members know how to work around any change or downtime in system functionality. Never just leave them wondering or sitting around with no options to get things done.
5. What Will Not Change
When telling staff about what things will change, also highlight what will not change. It can be reassuring to know that some things will be kept the same, but it will also prevent questions about changes that really are not even part of the process.
6. When Systems Will Be Offline
Any time that a part of your system will be unavailable, even just for a couple of hours, your staff must know. Be as specific as possible about when the downtime will begin so that employees can plan their work accordingly.
7. When Systems Will Be Back Online
Similarly, let staff know how long any lack of system availability will last. Again, this can help team members plan their work and also communicate appropriately to members who may have similar questions.
8. When Delays Happen
If a delay occurs, let your employees know as soon as possible that the downtime may last longer than originally expected. Proactive notification goes a long way toward preventing additional problems.
9. How New Features Will Work
Be as detailed as possible when giving instructions on new systems or features. This will get people working efficiently sooner and keep morale and member satisfaction up.
10. Who to Contact for Help
Your employees will have questions along the way. Make sure they know who to go to in order to get those questions answered.
There really can be no substitute for good communication when undergoing a major change like a core conversion.
Your employees are essential assets for your credit union, and keeping them informed goes a long way toward keeping them with you. When you cultivate engaged employees, you also cultivate satisfied members.