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Designing Embraceable Change (28 Mar 2005)
The employees had become accustomed to the intranet and knew how to find the things they needed. Even when an employee couldn't find something, there was always someone within earshot who could. New employees found complete support amongst the existing staff, making orientation quick and easy.

One day, last September, the employees came into work expecting things to be just like they'd been for 9 years, only to find that a brand new design had been launched. Not only were they not consulted on the radical changes, they weren't even warned.

The changes were dramatic. A new home page had new terminology and a new taxonomy for all the critical elements of the business. The intranet now sported a search function (something the old design lacked), but every query returned dozens of results, most of them seemingly irrelevant.
Article URL: http://www.uie.com/articles/embraceable_change/

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