Adopting new software can be daunting, but with a well-thought-out plan and active engagement, it can be a smooth and successful transition. Here are key tips to ensure your organization is prepared and excited (internally and externally) to use new technology.
First, plan for internal user adoption:
Start early!
It is NEVER too early to plan for user adoption! Begin with a comprehensive strategy that outlines how you will introduce and integrate a new technology into your daily operations.
Understand that replacing an existing technology with a different product is already difficult enough but adding brand-new technology can be even more challenging. Why should staff use this product? What are the actual benefits to them (not the company benefits but the actual benefits for the individual staff user)?
Anticipate the hurdles and plan accordingly.
Promote from the top
Leadership plays a crucial role in successful adoption. Promotion from the top-down leads to more successful adoption across all staff users. Ensure leadership actively promotes the new technology and highlights its benefits in group/all-staff settings.
Likewise, promote up! Make sure leadership understands how the new technology is important to your overall strategy and future goals.
Discuss regularly
Are you discussing the technology regularly at staff meetings? Frequent communication keeps everyone informed and engaged.
Focus on the positive
Don’t just share status updates and negative reports. Get staff excited as the implementation is happening! Focus on the exciting aspects of the new technology rather than just the frustrations.
Second, plan for customer adoption:
Map out communications
If your new technology is customer or member-facing, then your plan for user adoption should include them. Create a communication plan that details how you will inform and educate your customers about the new software.
Guide the process
Provide comprehensive member-facing documentation. This can include:
- Videos to show how to log in,
- PDFs on how to follow particular processes, or
- A troubleshooting guide.
Clear and accessible documentation eases customer transition and minimizes confusion.
Finally, include maintenance into your comprehensive plan for user adoption.
Anticipate upgrades and updates
Stay informed about the technology’s upgrade schedule. Have you discussed what this entails, such as potential downtime, costs, and necessary preparations? (Do you need to send communications to your member base? Are there processes scheduled to run during planned downtime and if so, have you created a contingency plan?)
Plan and prepare staff for changes to ensure smooth transitions with each update. Do you need to reevaluate processes due to changing or new functionality?
Implement a basic testing plan for every upgrade. Walk through your most important use cases. If available, use a test or mirror environment provided by the technology company. This environment should have the same updates as your production setup, allowing you to simulate real scenarios without affecting your actual operations. Testing ensures it continues to meet your needs and functions as expected.
Continuously evaluate
Regularly evaluate the technology to ensure it is still meeting your needs, regardless of a scheduled upgrade.
- Are changes required?
- Does it meet your forward-thinking goals?
- Does it play nice with your other technologies?
Routine meetings between key stakeholders can help identify areas for improvement and keep the software aligned with your organizational goals.
You can foster a positive environment for adopting new technology by creating a plan for user adoption. These tips ensure both your staff and customers are well-prepared and enthusiastic about the change.
To learn more about how Achurch Consulting can help your organization adopt new technologies schedule a call with Molly today.