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Change Management, Project Management, Viewpoint!

End-user adoption; it’s not something to think about when you go live

I’ve written previously about the challenges organisations face when implementing IT-enabled changes. In particular I mentioned low adoption, poor usage and poor communication.

This week I came across another blog post “End-user adoption; the silent killer” which summarises ten strategies for preventing and addressing low end-user adoption.  The key advice is to build adoption into the planning phase of any project.  Leaving it too late and expecting adoption to occur spontaneously is a recipe for disaster.

I’ll leave you to read the ten strategies, but share those that have been most successful in my experience:

  • Have a senior person as Project Sponsor who really wants to get value out of the system, for example by using its dashboards and reports (and if they want to get their hands-on as a user, so much the better)
  • Make the new system the “single source of the truth” – if it’s not in the system, it didn’t happen
  • Find an enthusiastic user to take on the Systems Admin role, so he/she can work with colleagues in the business to solve their problems and give them “just in time” training (sheep-dip training is a waste of time)
  • Give positive recognition to the early adopters and make it clear to others that non-adoption “has consequences”

You might also like to read my article: Process change – engagement is key

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