Easing Employees Into Using New Technology

By Jim Berkowitz
Expert Author
Article Date: 2008-11-18

Here's are several excerpts from an informative article by Darren Dahl, Trust Me: You're Going to Love This:

When it comes to instituting new technical systems, up to 70 percent of IT projects wind up as flops, according to Forrester Research.

In many cases, the new systems - whether hardware, software, or Web-based applications - sit idle because employees either find them too difficult to use or simply refuse to try.

"IT projects fail not because of the technology but because human beings resist change and uncertainty," says Moez Limayem, who chairs the information systems department at the Sam M. Walton College of Business at the University of Arkansas.

Here are a few ways to get your employees on board with your next upgrade:

Work From the Bottom Up

The most common mistake in implementing new technology occurs when the selection comes solely from the top, says Stephen Andriole, a former chief technical officer who teaches business technology management and corporate strategy at Villanova University's business school. Employees bristle at being force-fed new ways to do their jobs, especially if the technology is difficult to use and actually makes those jobs harder in the short term.

Invest in Training

Another mistake companies make is skimping on training, says Patrick Gray, president of Prevoyance Group, a Fort Hill, South Carolina, consulting firm that specializes in IT strategy. "The more training employees receive," he says, "the greater the chances that the project will be a success."

Create Incentives

Often, business owners don't give employees enough motivation to use the new systems. "Simply saying, ‘The company will be better off if we do this' just doesn't cut it," says Limayem. He suggests stronger incentives: making a salesperson's commission tied to his or her use of the new CRM system or giving bonuses for completing training programs.

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About the Author:
Jim Berkowitz is a seasoned executive with more than 30 years of professional services and project management experience related to Customer Relationship Management (CRM) and Financial Management (Accounting & ERP) software solutions for small, mid-sized and Fortune 500 companies. As a Sales Force Automation and CRM Consultant, Jim has assisted more then 100 companies with the design and implementation of custom CRM solutions.

Mr. Berkowitz is the founder and President of CRM Mastery, Inc.; a company dedicated to serving small and mid-sized enterprises (SMEs) by offering affordable tools and guidance to help them plan for and succeed with their CRM initiatives.