Comfort is a basic human need. Threaten that comfort, and you may have a fight on your hands. Clear, controlled communication is critical when you need to affect change to ways that may have become so entrenched to have become “comfortable”.
 

So is the case with introducing electronic billing services at a higher education institution. Internally, staff must be carefully walked through the changes that the billing office is undertaking. Their involvement in early stage meetings can be a valuable way to introduce them to the reality that the old methods will be changing. One-on-one follow ups to ensure their questions and suggestions are addressed and that a true understanding has been reached can be the difference in change that runs smoothly versus change that backfires.
 

For external constituents - parents and students - communication takes the form of marketing: getting the word out that new electronic billing services will be introduced on campus. Once again, don’t push people into changing their behavior overnight: offer a period of paper and electronic billing simultaneously, let them opt-in to the new electronic billing process rather than issuing a mandatory directive. Introduce new ideas to them gradually; give them time to try the online demo; let them develop an understanding of how the process will work in their daily lives. This will lead to a greater sense of comfort and engagement in the process. And their engagement in the process is what translates to growing electronic payment transactions, online bill management and significant cost improvement to the organization.