Why set up a Business User Forum for our change project?

In my 8-week-long online course called Change Confident Academy, I recently received this question from participants and I thought it would be great to talk about why it is so important for ANY change project to have a Business User Forum, ?and how to establish one and what you could do with them. ?

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In an ever-evolving business landscape, the need for adaptability and effective change management cannot be overstated. Establishing a stakeholder platform, such as a Business User Forum (BUF), is pivotal in navigating organisational change successfully. This article goes into the why, how, and what of setting up a Business User Forum (BUF), drawing inspiration from concepts similar to Kotter's guiding coalition, and emphasises the importance of involving a diverse group of influencers within an organisation.

Why Establish a Business User Forum?

At the core of successful change initiatives is the engagement and buy-in of key (!) stakeholders. A BUF serves as a critical sounding board, allowing for the exchange of ideas, concerns, and feedback among those most affected by change – not just those who are very close to a change project, like those within a project team or the sponsors, but the “everyday” people, too! It ensures that diverse perspectives are heard, including innovators, early and late adopters, and even resistors. By engaging influencers and tribal chiefs—those with significant informal power and the ability to sway opinion, just think of who gathers around the real or virtual water cooler! —the BUF can facilitate smoother transitions, enhance communication, and build a shared vision for change. The diversity within the BUF allows for a richer understanding of the change impact across different areas of the organisation. It also helps in identifying potential resistance points and crafting strategies that are inclusive and considerate of various stakeholder needs. This approach not only increases the likelihood of successful implementation but also fosters a culture of continuous improvement and collaboration.

How to Establish a Business User Forum (BUF)?

Establishing a BUF mirrors the steps of forming Kotter's guiding coalition, requiring strategic selection of members, a clear definition of purpose, and meticulous planning. I admit that to me Kotter’s model and guidance on this was an inspiration so I encourage you to read up on it, if it is relevant to you, too! Here's how you can get started:

1. Identify Influencers: Begin by identifying individuals who are seen as opinion leaders within the organisation. These individuals should represent a cross-section of roles, functions, and perspectives, including those enthusiastic about change and those more skeptical. To me, what’s most important is that regardless of where they stand in the hierarchy, if others listen to them, they should be considered for this little forum.

2. Define the Purpose and Scope: Clearly articulate the BUF's objectives, including its role in providing feedback, identifying potential issues, and serving as change advocates. Setting boundaries on what the BUF will and will not cover is crucial to maintaining focus and relevance. Keep it short and simple for them. They are Change Champions, not the classical doers.

3. Facilitate Engaging Meetings: Plan for regular, structured meetings that encourage open dialogue and constructive criticism. It's important to ensure these sessions are seen as valuable by members, not just additional meetings in their busy schedules. Often, “just” once a month is already a great idea!

4. Provide the Right Tools and Information: Equip the BUF with enough information to understand the changes and their implications but avoid overwhelming them with details. The goal is to enable informed discussions and feedback. They don’t have to be expert in all the details but have a good overview.

5. Act on Feedback: Demonstrating that the BUF's input is valued and acted upon is crucial for maintaining engagement and trust. This may include adjusting communication strategies, revising change plans, or addressing specific concerns raised by the forum. Showing them what and how you integrate from their input. ?

What You Need to Do to Get Started?

To kickstart a BUF, focus on these actionable steps:

- Stakeholder Analysis: Conduct a comprehensive analysis to identify those who will be most impacted by the change and those who wield influence in the organisation. This helps in selecting the right mix of BUF members.

- Engagement Strategy: Develop a strategy for engaging potential BUF members, highlighting the importance of their role and the value their input will bring to the change initiative.

- Meeting Frequency and Format: Decide on the frequency and format of BUF meetings. Whether virtual or in-person, ensure the meetings are accessible and conducive to open discussions. - Feedback Mechanisms: Implement mechanisms for collecting, analysing, and acting on feedback from BUF meetings. This could include follow-up actions, communication back to the forum on how their input has been used, and adjustments to change plans based on their recommendations.

- Measure and Adapt: Continuously assess the effectiveness of the BUF and be prepared to make adjustments. This includes revising the forum's composition, meeting structure, or engagement tactics to ensure it remains relevant and effective. My experience? It is important to dare to challenge the status quo so just because you did something for once with the BUF, dare to change or even stop it, when it no longer brings its benefits and value.

Conclusion and two more cents from me

A Business User Forum is more than just a stakeholder engagement tool; it's a strategic asset in change management that leverages the collective insights and influence of key individuals within an organisation. I love its simplicity and its power, hence I warmly endorse it to you, too! By carefully establishing, managing, and nurturing a BUF, organisations can significantly enhance their change management efforts, ensuring that initiatives are more effectively communicated, better received, and more successfully implemented. Remember, the key to effective change is not just in the planning but in engaging those who will live with the change every day. Do you need help? Direct Message me and/or join my my 8-week-long online course called Change Confident Academy.