Merging a pull request is one thing - but how do you get changes to stick with humans? Pro tips and hard lessons from someone who has implemented organizational changes large, small, successful, and catastrophic.

1. Change Management for
Humans
Tiffany Longworth
She/Her
Systems Administrator
Puppet, Inc.
@thelongshanx

2. @thelongshanx

3. Awareness
Desire
Knowledge
Ability
Reinforcement
JD Hancock “Darth Grader”@thelongshanx

4. Stakeholder
Interviews
*Awareness*
*Desire*
Knowledge
Ability
Reinforcement
Creative Commons@thelongshanx

5. Stakeholder
Interviews
*Awareness*
*Desire*
Knowledge
Ability
Reinforcement
Public Domain@thelongshanx

6. The Pitch
*Awareness*
Desire
Knowledge
Ability
Reinforcement
Save China's Tigers “Stud
Tiger 327 with Madonna”@thelongshanx

7. The Pitch
*Awareness*
Desire
Knowledge
Ability
Reinforcement
● Recent pain
● Future threats
● Changes in
compliance
● Competition
● Misalignment with
self-identity
@thelongshanx

8. The Pitch
Awareness
*Desire*
Knowledge
Ability
Reinforcement
Szakalová Edina “Shar-pei brothers”@thelongshanx

9. The Pitch
Awareness
*Desire*
Knowledge
Ability
Reinforcement
● Easier work
● Less work
● More interesting work
● Continued
employment
● Greater good
● Self-identity
@thelongshanx

10. The Roll Out
Awareness
Desire
*Knowledge*
Ability
Reinforcement
Dhbillings “don’t panic”
@thelongshanx

11. The Roll Out
Awareness
Desire
*Knowledge*
Ability
Reinforcement
Learning Styles
● Logical
● Visual
● Auditory
● Verbal
● Hands-on
● Solitary
● Group@thelongshanx

12. The Roll Out
Awareness
Desire
*Knowledge*
Ability
Reinforcement
@thelongshanx
Logical
Visual
Tactile
Solitary
Group
Auditory Verbal

13. The Roll Out
Awareness
Desire
Knowledge
*Ability*
Reinforcement
Steve Lipofsky “Chicago Bulls. Michael Jordan 1997”@thelongshanx

14. The Roll Out
Awareness
Desire
Knowledge
*Ability*
Reinforcement
Public Domain@thelongshanx

15. The Roll Out
Awareness
Desire
Knowledge
*Ability*
Reinforcement
● Success story
● “Clear Path”
● Management’s
blessing
● Subvert Impostor
Syndrome
@thelongshanx

16. Sustaining
Awareness
Desire
Knowledge
Ability
*Reinforcement*
@maventheavenger, Penny & Trotsky’s Wedding@thelongshanx

17. Sustaining
Awareness
Desire
Knowledge
Ability
*Reinforcement*
● Iteration
announcements
● Metrics
● Follow up checks
● On-Boarding
● EOL support for
previous way
@thelongshanx

18. Summary Slides!
(get your camera out, if you’re into that kinda thing)
@thelongshanx

19. Awareness
(tigers)
Desire
(personal puppies)
Knowledge
(varied, clear instructions)
Ability
(be like Mike)
Reinforcement
(remind & iterate)
JD Hancock “Darth Grader”@thelongshanx

20. @thelongshanx

21. Change Management for
Humans
Tiffany Longworth
Systems Administrator at Puppet, Inc.
@thelongshanx
Here’s a list of picture sources: @ScottWlaschin, JD Hancock “Darth Grader” (Flickr CC 2.0),
Dhbillings “don’t panic” and Szakalová Edina “Shar-pei brothers” and Save China's Tigers
“Stud Tiger 327 with Madonna” and Steve Lipofsky Basketballphoto.com “Chicago Bulls.
Michael Jordan 1997” (wikimedia commons), @maventheavenger “Penny & Trotsky’s
Wedding”.