I take the train to work. For four years, I’ve parked at a commuter rail station that has free parking. It is a popular lot; people will drive a few extra miles to park for free. The lot does involve small compromises. It is unlined, so parking is a bit of a free-for-all. It also is not plowed, so during periods of heavy snow, it can be inaccessible for days. In the scheme of things, a small price to pay.
Recently, an ominous change loomed – a parking fee collection machine was installed at the entrance. No signs, just the machine. By the following Monday, parking lines were painted in the lot and each parking space was numbered to match it to a numbered box on the collection machine. This caused a lot of commotion among the regular parkers. What were they doing to our beloved free parking lot? Do we have to start paying today? Everyone assumed no.
I, and apparently others, called the Mass DOT to try to find out when we would have to start paying and how much it would cost. The person who answered did not think they managed the lot, and did not have any answers. She called back later that day and reported that they do manage the lot after all and the parking fees would be $4 per day starting January 1st. So they had allowed plenty of time before the transition, but had not been proactive in explaining that.
This episode reinforced for me the importance of a communication plan that addresses the needs of all stakeholders. In this case, we parking regulars were taken by surprise and our reactions ranged from mild annoyance to anxiety. If those managing the effort had put themselves in our shoes, they may have installed a temporary sign at the parking lot entrance supported by more information on the MBTA web site. That could have softened the blow and prevented a number of calls to the support desk.
Empathy is indeed a valuable ingredient in communication.
Ron, I say it’s time to bike ride to the T – that is if there is a bike rack!
Good post Ron! I had a similiar experience this morning. Our daycare center posted a note with Henry’s things saying next week he’d be transitioned to another room. The note congratulated us, said how great he’d do in the room with the other 1 year olds (he just turned 10 months), and said he’d now nap on a mat instead of in a crib.
There was no notice of this. We had not ever been in this other room, we don’t know who the teachers are, it had not been brought up that he was close to transitioning, Needless to say, this evoked a lot of confusion, anger, sadness for me and my husband.
Upon talking to the center director she explained why this was occuring, said that it was not an instant and permanent move, that he would of course have a crib, etc.
We felt much better after talking everything thorugh with her, but I am completely perplexed at how poorly the communication for this was handled. It was an improper means of communication, a wrong and incomplete message, the timing was poor. Nothing about the communication was handles appropriately in my opinion and this was from someone with countless years experience, though she says she was following the guidelines of corporate.
These examples demonstrate the need for thoughtful communication planning. It could prevent a whole lot of wasted time and frustration for everyone involved.