Communication Best

Practices and Resources

EXTERNAL
Table of Contents

Introduction………………………………..………………..…………………………………3

Communication Best Practices…..………………………………………..….……4-5

Communications Methods..………………………………………………………….6-7

Additional Adoption Resources………..…………………………….……………….7

Resources…………………………………………………..…………….………………..…..8

Product Communication Features………..……...……………….……………….9

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Introduction
Communication and change management
Organizational change is often met with uncertainty and apprehension, but a strong
change management plan that includes frequent and clear communication can help your
organization overcome resistance and optimize a new change.

Using this resource

Communication is an important piece of what makes change within your organization
successful. Use this resource to learn more about best practices for ensuring your change
communication is dynamic and effective.

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Communication Best Practices

Align with your change management strategy.

Ensure you’re creating your communication plan in alignment with
your overall change management strategy.

Make a plan. Plan communication methods, when it will be deployed

and who will communicate important change messages. Use the
Communication Plan and Schedule to develop a communication plan
unique to your organization’s needs.

Start early. Early communication can help alleviate stress

associated with change. Use your communication plan to map out
your early and regular communication with users.

Target an audience. Pinpoint specific stakeholder groups with

communication tailored to them. Leverage the Stakeholder Group
Analysis form to determine important groups impacted by the
change and target them with important information about how the
change impacts them.

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Communication Best Practices

Communicate the vision. Develop a shared vision across your

organization by explaining why a change is important and
beneficial for your company. Make sure leadership are
communicating these important details, so your users understand
the importance in sharing this change vision!

Create measurable communication. Use communication platforms

that offer analytics for your communication. Better understand who
is engaging by measuring clicked links, opened emails, and
completed surveys. This provides important insight into the aspects
of your change communication that are making an impact on users.

Partner up. Partner with marketing and communication

departments within your organization for help in communicating
with your audiences. Also consider your advocates, power users and
even detractors when looking for partnerships to reach your users.

It’s a journey, not a destination.

Change management is an individual journey for each person
touched by change. It is important to remember that journey is
different for everyone, and you can improve that journey by
continuing to communicate and reinforce the change message
after rollout.

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Communication Methods
Using multiple forms of communication are essential in reaching users. Take a look at some
helpful communication methods and how you can leverage them throughout your change
management plan.
Communication
Method
Email Announcements,
Newsletters & Email Signatures
Intranet / Portal
Posters & Digital Signage
Organizational Events
Company Message Boards or
Social Tools
Info Cards/ Onboarding
Materials
Description Template
Email is the most basic form of communication and Sample
highly effective. Deployment
Create email with a creative edge that increases Emails
engagement and awareness about the changes
ahead.
Leverage your organization’s portal to communicate N/A
internally about important changes, like policy
changes or other confidential updates relative to
your change.
If your organization has onsite locations, using Posters
signage and posters can help spread a positive and
important change message in a clear and concise Digital
manner. Signage
Events are a great place to announce and reinforce N/A
changes that are coming your organization’s way.
Take these opportunities to have leaders speak
about change and a shared vision, or promote
utilizing SAP Concur during a trip or at an event.
Promote the use of company message boards or N/A
social tools to discusses changes, learn from peers
and ask questions. Peer-to-peer learning is a
powerful resource during a change, so be sure to
use that when possible.
Distribute contact information and training Info Cards
resources to impacted users during onboarding and
before travel. This ensures they have the tools and
support they need to maintain the change after
adoption.
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Additional Adoption Resources
Looking for resources for communicating and planning SAP Concur changes?
Check out these links to learn more about how you can successfully rollout these
SAP Concur products.

• SAP Concur mobile app

• ExpenseIt

• Concur TripLink and TripIt Pro

• Budget

• Concur Drive

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In-Product Features
In-product features (if applicable) are great tools for creating awareness and reinforcing
changes relative to your SAP Concur products. The list below provides some ideas for ways
you can leverage your company’s SAP Concur products to make change successful.

In-Product Tool Description Learn

more
Company Notes Update Company Notes regularly to keep users in the know about
company notifications, goals and changes that impact them. This is
also a great place to include contacts for support.

Email Reminders In addition to using the predefined rules (overdue receipts, overdue
reports, overdue company card transactions), configure additional
e-mail reminders by creating or updating rules and e-mail
configurations. Applies to enhanced configuration only.

Workflow emails Configure the content like name and static text of e-mails for
workflow steps. Any workflow condition can trigger a workflow e-
mail, so there are many options. Applies to enhanced configuration
only.
Custom text and Guide travelers through the booking process in almost all areas
dynamic messaging with information presented inline or as a pop-up on display criteria,
such as destination or vendor. The custom text area is under “Travel
Policy Administration.” Customize Concur default messages.
Configuration with Customer Support or your TMC may be
required.
Hotel Notes Display customized hotel-specific notes to users for properties in
your program to point out additional benefits and amenities like
free breakfast or parking (using the hotel import file). Configuration
with Customer Support or your TMC may be required. .

Bursting & Report bursting allows a user to easily distribute the contents of a
Scheduling report to a group of individuals, helping with user communications,
adoption, and compliance. Every recipient receives only the
information from that report appropriate to their situation.

In-Product An in-product messaging campaign option is available to help you

Messaging drive traveler adoption of specific suppliers

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Follow all of SAP Concur

Learn more at concur.com

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