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Chapter 4. Selecting a Usability Consultant > Change Management Ability

Change Management Ability

The consultant must provide high-level strategic guidance in the organizational process. Organizations must often realign to support a user-centered design process and almost always have to manage resistance to change. The consultant will actually provide assistance in change management. Change management refers to making changes in a planned and systematic way in order to make the transition to new processes easy and effective. This kind of guidance should include pointing out pitfalls, helping to identify and manage specific areas and people in need of special attention, and assisting with opening communication channels. The consultant should directly support the organizational process and have lots of examples, case histories, and research to substantiate his or her position.

Select a consultant who will help you meet your essential political goals and will defend your best interests, even at his or her own expense—one who will “stand in front of a freight train” for you. The consultant should have the ability to talk as a peer to anyone, at any level of the organization.


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