How to Explain a Change of Plan in a Software Onboarding Message
When you need to explain a change of plan in a software onboarding message, the key is to state the change clearly, give a brief reason, and immediately offer the next step or solution. This keeps the user informed without causing confusion or frustration. A good explanation balances honesty with reassurance, helping the user feel guided rather than abandoned.
Quick Answer: How to Explain a Change of Plan
Use this structure: State the change + Give a short reason + Offer a solution or next step. For example: “We have updated the setup process to improve security. You will now need to verify your email before accessing the dashboard. Please check your inbox for the verification link.” This approach works for emails, in-app messages, and chat conversations.
Understanding the Context: Formal vs. Informal Tone
The tone of your message depends on your audience and the channel. In a formal email to a new client, use polite, professional language. In an in-app notification or a quick chat, a more direct and friendly tone is acceptable. The nuance is important: a formal tone builds trust, while an informal tone feels approachable. Choose based on the relationship and the severity of the change.
Formal Email Example
Subject: Update to Your Onboarding Schedule
Body: “Dear [Name], We are writing to inform you of a change to your onboarding timeline. Due to a system upgrade, the initial training session has been rescheduled to next Tuesday. We apologize for any inconvenience. Please confirm your availability at your earliest convenience. Best regards, The Team”
Informal Chat Example
Message: “Hi [Name], quick update! We moved the first training to next Tuesday because of a system upgrade. Let me know if that works for you. Thanks!”
Comparison Table: Formal vs. Informal Language for Changes
| Situation | Formal Language | Informal Language |
|---|---|---|
| Announcing a delay | “We regret to inform you that the onboarding process has been delayed.” | “Sorry, the onboarding is taking a bit longer than expected.” |
| Changing a feature | “We have modified the user interface to enhance functionality.” | “We changed the layout to make it easier to use.” |
| Rescheduling a call | “We would like to reschedule our meeting to accommodate the new timeline.” | “Can we move our call to later this week?” |
| Offering a solution | “We have provided alternative resources to support your progress.” | “Here are some other guides to help you get started.” |
Natural Examples of Explaining a Change of Plan
Here are three realistic examples that show how to explain a change in different onboarding scenarios.
Example 1: Change in Setup Steps
Context: An in-app notification after a software update.
Message: “We have simplified the account setup. You no longer need to enter your company address during registration. This step has been moved to the settings page, where you can add it later if needed. Please continue with the current step.”
Example 2: Change in Training Schedule
Context: An email to a new user after a trainer’s schedule change.
Message: “Hello [Name], We need to adjust your onboarding call from Thursday to Friday this week. Our trainer has an urgent meeting. We have sent a new calendar invite. Please accept it at your convenience. Thank you for your understanding.”
Example 3: Change in Feature Availability
Context: A chat message during live onboarding support.
Message: “Hi there! Just a heads-up: the reporting feature is temporarily unavailable while we fix a bug. You can still use all other features. We expect it to be back by tomorrow. Let me know if you need help with anything else.”
Common Mistakes When Explaining a Change of Plan
Avoid these frequent errors that can confuse or frustrate users.
Mistake 1: Being Vague
Wrong: “There has been a change to the plan.”
Better: “We have changed the onboarding schedule from three steps to two steps to save you time.”
Why: Users need specifics to understand what changed and why.
Mistake 2: Apologizing Too Much
Wrong: “We are so sorry, we deeply apologize, and we hope you can forgive us for this change.”
Better: “We apologize for the change. Here is what you need to do next.”
Why: Excessive apologies can sound insincere and waste the user’s time.
Mistake 3: Not Offering a Next Step
Wrong: “The training has been moved to next week.”
Better: “The training has been moved to next week. Please check your email for the new invite and confirm your attendance.”
Why: Users need to know what action to take.
Better Alternatives and When to Use Them
Here are alternative phrases for common situations, with notes on when each is appropriate.
For a Minor Change
Alternative: “We have made a small adjustment to the onboarding flow.”
When to use it: When the change is simple, like reordering steps or adding a tooltip. This phrase minimizes concern.
For a Major Change
Alternative: “We have updated the onboarding process to improve your experience.”
When to use it: When the change is significant, like a new feature or a different setup path. This phrase frames the change as positive.
For an Unexpected Delay
Alternative: “We are experiencing a delay and are working to resolve it. We will update you by [time].”
When to use it: When the change is a delay without a fixed new date. This phrase sets clear expectations.
Mini Practice Section
Test your understanding with these four questions. Answers are provided below.
Question 1
You need to tell a user that the onboarding video has been replaced with a written guide. What is the best way to explain this change?
A. “The video is gone. Read the guide instead.”
B. “We have replaced the onboarding video with a written guide for easier reference. You can find it on the dashboard.”
C. “Sorry, the video doesn’t work anymore.”
Question 2
Which sentence is too vague for explaining a change?
A. “We have updated the login process.”
B. “We have changed the login process to require two-factor authentication for security.”
C. “The login process is different now.”
Question 3
You are writing a formal email about a rescheduled onboarding call. Which closing is most appropriate?
A. “Let me know if that works.”
B. “Please confirm your availability at your earliest convenience.”
C. “Tell me if you can make it.”
Question 4
What should you always include after explaining a change?
A. A long apology.
B. A next step or solution.
C. A list of all previous changes.
Answers
Answer 1: B. It clearly states the change, the reason, and where to find the new resource.
Answer 2: C. It does not explain what changed or why.
Answer 3: B. It is polite and professional for a formal email.
Answer 4: B. A next step helps the user know what to do.
Frequently Asked Questions
1. How do I explain a change without sounding negative?
Focus on the benefit of the change. For example, instead of saying “We removed the old feature,” say “We replaced the old feature with a faster tool to improve your workflow.” This frames the change as an improvement.
2. Should I always apologize for a change of plan?
Only apologize if the change causes inconvenience. For minor or positive changes, a simple “We have updated” is enough. Over-apologizing can make the change seem worse than it is.
3. How long should my explanation be?
Keep it short: one to three sentences. State the change, the reason, and the next step. Longer explanations can confuse the user. If more detail is needed, provide a link to a help article.
4. What if the user is frustrated by the change?
Acknowledge their frustration briefly, then focus on the solution. For example: “I understand this is not what you expected. Here is how we can help you move forward.” Then offer a clear action they can take.
For more guidance on crafting effective onboarding messages, explore our Software Onboarding Message Starters and Software Onboarding Message Polite Requests sections. If you have further questions, visit our FAQ page or contact us.