When we buy something new, we generally know what we're getting: something newer, cooler, faster. Whether it's a breakfast cereal or a car, it's better in some way, and we're excited, because it's all upside. The cereal has bigger, crunchier bits. The car has great lines, goes fast and gets you from place to place, in style. What's not to like? It's the same, but better.
Folks everywhere become accustomed to doing things a certain way, and so have the expectation that things will improve, but stay the same. New, improved cereal with nuts and berries? I'll take a box! New, improved tofu cereal in a tube? Not so much.
In the business world, and with software in particular, it can take weeks to learn a new system and get back to doing work efficiently. Think about the growing pains organizations endure when they convert from a (home-grown) legacy software system to a new system (like a financial application for purchasing /payroll /reimbursements, or a human resources system to manage personnel records, benefits and training certifications). To a user, it's like buying a new car and finding the accelerator and brake pedals are swapped - yikes!
With new systems, users must get up to speed quickly in order to meet goals and quotas. While users are generally willing to accept the new new thing, they don't expect to have to re-learn everything - it slows them down and they may actually break something during the learning process. No one likes to fail. No one likes to lose control.
The typical solution is something called "Change Management". When done right, CM introduces someone to the project who is familiar with user needs and the project goals, and has responsibility for building a bridge between the "app that was" and the "system that will be". These folks are communicators, and do the heavy lifting to build the means to transition users to the new system. Depending on the nature and complexity of the system, CM can be as easy as a cheat-sheet taped to the monitor, or as complex as a month-long training program for users, managers and administrators. The method varies, but the goal is the same...define how to transition from "X" to "Y", and provide users with the tools they need to become effective in a new applications environment.
It's all about setting goals, planning and communicating:
- check in often to keep everyone in the loop
- a whiteboard mock-up is more reassuring than a multiple-page email
- be comfortable saying, "...I/we don't know yet..."
- listen and accept all forms of feedback (good, bad or otherwise)
Originally posted: WEDNESDAY, APRIL 8, 2009
