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The Cultural And Emotional Impact of Technology Innovation
- 1. Sara James Senior Knowledge Management Analyst Project Performance Corporation The Cultural and Emotional Impactof Technology
- 2. The Basic Business Approach Identify business case Planning Building Maintain & evolve Testing & review
- 3. Identifying the Challenges Cultural Challenges Communication Trust Philosophy Emotional Challenges People Fear Change People Like to Complain RESULT: When challenges go unresolved, users will not adopt the technology, and may even become successful detractors.
- 4. Adoption Breakdown The Diffusion Process adoption study said that people in the last two brackets (50%) were the least educated and were the oldest of the community. From Norman (1998: The Invisible Computer) Joe M. Bohlen & George M. Beal, (1957). The Diffusion Process, Special Report Number 18. Agriculture Extension Service, Iowa State College.
- 5. Mitigating Risks – Preventing & Resolving Challenges Educate & Communicate Roadmap Get Buy In Take Time Listen & Respond Governance Setting Expectations – Messaging Your New Technology
- 6. Roadmap Publicize: Why are we doing this? What does this solve? When is it expected? What are the overall project goals? Enterprise Internal Rollout Integration Rollout Pilot Rollout 6/08 9/08 2/09 Fall/09 Spring/10 Collaboration Functionality Rollout Portlet Rollout
- 7. Getting Buy In Feedback Mechanism
- 8. Take Time Connect with your user base Before you develop While you develop After you launch While you revamp Identify business case Planning Discovery Maintain & evolve Form focus group Testing & review Building
- 9. Listen & Respond Don’t neglect your users or tool after launch Accept and respond to feedback Look to on-board non-adopters What roadblocks are they facing? What changes can you make to accommodate them? Why are they reluctant?
- 10. Use Governance
- 11. Setting Expectations Keep Users Informed Keep the Site Up to Date and Relevant Provide a Feedback Mechanism for Site and Content Errors Offer Progress Updates: Will the site/tool be down for maintenance? Has the site/tool gone down? When is the site/tool expected back up? Is there something for users to do in the meantime? Offer upgrade pre-announcements: Provide user assistance, guides, & tutorials Demonstrate changes to navigation and content
- 12. Questions? Thank you! Sara James Project Performance Corporation sjames@ppc.com www.ppc.com