A clearly established direction will provide the foundation to communicate the change and build awareness in the organisation. The key to successful change management is engaging all levels of the organisation in the underlying reasons for undertaking change. It is important to frame the rationale for change in terms of the challenges the NFP sector currently face and the benefits of shared services. It is essential that the messages around the need for change go to the heart of the organisation’s vision and mission. The overarching aim when setting the direction for change is to engender trust with all levels of the organisation through communication and transparency.