Measuring the Efficacy and Sentiment Behind Policy Changes

Their Story

A non-profit was concerned about unauthorized persons gaining access to their internal systems, so they introduced a new policy that automatically logged out users every 24 hours. Their leaders had seen three complaints about the change in public collaboration channels, but wanted to understand if there were more frustrations aired out in private channels.

The IT team utilized Aware’s Spotlight and Signal applications to measure real-time adoption and satisfaction regarding this change. Within Spotlight, they created a topic report on keywords that were used in complaints. These keywords allowed Spotlight to unveil related themes and either positive or negative sentiment associated with them.

The reports uncovered that employees were frustrated with the policy and that they were not given reasoning behind the change. Leadership was able to open a dialogue on the rationale behind the policy change. Moving forward, a rule on Signal will be created before changes go out to alert the team to related discussion and ensure a smooth rollout of new processes and policies.