6 Tips for Communication during RPA Introduction

Automation is not always spoken about in a positive way. Following the introduction of Robotic Process Automation (RPA), employee satisfaction often increases. After all, employees have more time for value-adding and satisfying tasks. Nevertheless, the introduction of RPA leads to changes. If you accompany this change process and take the people with you from the start, your RPA success will increase.

From the employee’s point of view, automation is not always a positive topic. Many fear for their jobs. Generally, however, that is not the goal companies are pursuing: The focus is more on error reduction and an increase in quality and productivity. According to KPMG and HFS research, only seven percent of users use RPA to cut jobs. According to a new study by the Centre for European Economic Research, automation will create around 560,000 net new jobs in Germany by 2021.

Convert Reservations into Greater Satisfaction

Actively manage the introduction of RPA and the associated changes right from the start. It will be worth it. In many cases, employee satisfaction increases after an RPA project. Our own project experience with customers also proves this. Most employees are enthusiastic about process automation. After all, RPA frees them from tedious, monotonous tasks that are far below their qualification level. Moreover, RPA relieves employees at peak times with an extremely high workload. This eliminates intensive work phases such as financial statements or events.

Decisive success factors for automation are therefore communication and change management. Depending on your RPA plans and organizational structure, you should get an expert on board – for example, from the communications department. There is no communications manager in your organization? Then either try your hand yourself at a communication and change plan or seek external help. Below you will find a few tips.

Communication – the Tasks

  1. Inform the organization about automation early and transparently,
  2. Reduce prejudices and fears as well as highlight the necessity and advantages of automation,
  3. Actively accompany individual phases of the change process and mobilize the employees for automation.

Communication – a Few Tips 

Openness & Transparency: A clear and open communication promotes the fundamental readiness for change.

Early Adopter: In every organization there are “early adopters” who are more open to new ideas than others. Identify these people who have an affinity for change and use them as advocates and multipliers.

Business Sponsor: Find a high-ranking, strategic ambassador, preferably at management level. This business sponsor must establish automation as a strategic business priority – and communicate it on a company-wide scale. They are your strategic ambassador at the executive level with a high internal impact.

Successes Speak for Themselves: Let the successes of enthusiastic employees speak for themselves. Create your first business cases quickly and communicate them quickly and professionally.

Do-it-yourself: Personal experience is stronger than pure knowledge. Turn your employees into RPA ambassadors by quickly enabling them to automate processes by themselves. This creates trust.

Standardization: Communication is not a one-time task, but will always accompany you. Therefore, develop standardized procedures and formats, and establish certain communication channels so that you will be able to communicate successfully and efficiently.