You also need to develop a communications structure for informing your
customers about the changes you are making. If the changes involve a hard
cutover, after which the old service, system, or software will not be available,
you must make sure that all your customers who use the old version
will be able to continue to work with the new version. If a soft cutover is
involved, with the old version available for a time, you should ensure that
everyone knows in advance when it is happening, how they use the older
version if they need to, and when or whether the old version will no longer
be available. If you are adding a service, you need to ensure that the people
who requested it, and those who might find it useful, know how to use
it when it is available. In all three cases, let your customers know when
the work has been successfully completed and how to report any problems
that occur.