Citizen Engagement in ICT Design: The Challenge - Informing Digital Futures: Strategies for Citizen Engagement - page 138

the proposed changes. Envisioning a positive future and beneficial out-
comes in a rich and compelling way is also important in achieving support
for the change programme when problems (which will inevitably crop up
during implementation) arise.
7.3.3 Knowledge about Practical Steps
To give credibility to the idea of attaining the envisioned future, the practi-
cal steps to be taken towards achieving this desirable vision will need to be
made clear and tangible. A key part of a change management approach is
to give confidence that the intended goal will reached. Such confidence is
enhanced by a well-publicised, robust and practicable plan to achieve the
goals. This component of the strategy can be described as the ' know how '
step.
Gaining the active involvement of key stakeholders who will be affected
by the implementation of the proposed plan in its formulation will increase
the chances of producing a robust and practicable action plan. Once the
steps in the action plan have been determined, then a powerful communi-
cations strategy is necessary to share knowledge and understanding of the
plan with all stakeholders.
7.3.4 Costs (Economic and Psychological)
Much of the psychological 'cost' of change stems from fears and appre-
hensions about change that is imposed upon us - and particularly about
the loss of control this implies. Allaying fears about the consequences of
the changes wherever possible is a key component of any successful
change strategy. This is especially the case where profound impact on our
personal lives, on our performance and on our ways of doing things is an-
ticipated. These fears may not be justified and it is important to counter
them where appropriate and provide reassurance that new prospects are at
least as attractive as the familiar ones about to be lost. Positive actions, for
example, the provision of learning opportunities and good support to indi-
viduals in making required changes, developing new skills and new ways
of working can significantly reduce the 'pain of change' and encourage
support for change.