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These were the words of one of my clients as we wrapped up the first stage of their process for selecting a new AMS and CMS.

She was expressing succinctly what many of us feel when we embark on a big, new, and somewhat unknown project. Hope for what we might dramatically improve, and panic about what might be entailed in getting us there. (When I work with my clients, my intent is to help them eliminate the “panic” phase, so that they feel as comfortable as they can be moving to a new system.)

But in any case, when we work with staff on new, big projects, we should acknowledge and embrace that many will have these same feelings. We should encourage the hope, and do what we can do ameliorate the panic. And that can be addressed most effectively through consistent, clear, communication of project goals, timelines, and outcomes.