Whether you’re just switching over from Constant Contact to Mailchimp, or taking the plunge and implementing a custom Salesforce solution, change is hard. For all the promised benefits of new technology, the success rate for adopting new tools is low, and that’s frightening.
What can leaders do to help staff adopt new technologies successfully?
Technology change isn’t easy. Workers need to adopt a new workflow, re-learn how to perform familiar tasks, sometimes on new equipment that they aren’t comfortable with. To help ease the transition, here are three rules for IT change management.
3 Rules for Users and Technology Change
- New tools must be generous to the user.
If users need to put information into the system, then they must be rewarded with useful and relevant information out of the system right away. If users need to interact with the system frequently, it should be user-friendly and accessible from within the user’s normal workflow.
- Systems that are used prospectively are adopted more easily than systems that are used retrospectively.
In other words, tools that ask people to report on their work are less attractive and relevant to users than tools that make their work easier to do.
- Everyone who uses the new tool has the right to give feedback and receive training.
If you need a lot of people to stop using one system and begin using another, getting their feedback about the move, providing training, and then getting feedback again is critical. It helps buy more people into the process, allays some fears, and can help identify unexpected problems or issues. Remember, some users will need training for even the most intuitive tools.
Technology change is really about people. New tools should help them do their job by providing new data and insights, simpler workflows, and more time leverage. If you’re considering a technology “upgrade” that doesn’t provide that to your organization, you may be headed down the wrong path. Listen to your employees, provide training up front, and let users experience the benefits of the new tool as soon as possible.