The Hows And Whys Of User Adoption


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  • In 1962 Everett Rogers formalized the Diffusion of Innovations theory in which he categorized the adoption of a new idea into several stages based on Bell curve mathematic division: innovators, early adopters, the early majority, the late majority, and the laggards. Innovators – 3% come up with new technologies Early adopters – 14% the first to buy, they talk things up and are respected for their knowledge Early majority – about 1/3 and jump on board after the early adopters Late Majority – about 1/3 and adopt only after use is well established Laggards – about 16% not into technology at all – they are in love with the past Emphasize the chasm. Everett Rogers further stated that each adopter's willingness and ability to adopt an innovation would depend on their awareness, interest, evaluation, trial, and adoption.
  • The Hows And Whys Of User Adoption

    1. 1. The Hows and Whys of User Adoption presented to Deltek Vision Boston Area User Group Meeting presented by Karen Collyer Cambridge Systematics, Inc. June 18, 2009 Transportation leadership you can trust.
    2. 2. Agenda <ul><li>Introduction </li></ul><ul><li>Our Implementation Experience </li></ul><ul><li>User Adoption Improvement Strategies </li></ul><ul><li>Tips and Tools </li></ul><ul><li>Conclusion </li></ul><ul><li>Q&A </li></ul>
    3. 3. Objectives <ul><li>Methods of Establishing User Outreach </li></ul><ul><li>Tips for Increasing Communication </li></ul><ul><li>Tips for Maximizing the Tools in GovWin to Their Fullest </li></ul>
    4. 4. Our Implementation Experience
    5. 5. Implementation Experience <ul><li>The Goal: Merge Five Disparate Databases </li></ul><ul><ul><li>Thousands of records, no relational capability </li></ul></ul><ul><ul><li>Limited ad hoc reporting </li></ul></ul><ul><ul><li>Access difficulties </li></ul></ul><ul><ul><li>Home-grown databases, labor-intensive to maintain </li></ul></ul><ul><ul><li>Eliminate duplicative data, increase data integrity </li></ul></ul><ul><ul><li>Escape Opportunities Endgame </li></ul></ul>
    6. 6. Implementation Experience <ul><li>Benefits to Conversion </li></ul><ul><ul><li>Opportunity, Project, Client, Vendor, and Campaign information in a single, relational database </li></ul></ul><ul><ul><li>Dynamic reporting capabilities, including automated reporting </li></ul></ul><ul><ul><li>Powerful workflow capabilities to meet a wide range of needs </li></ul></ul>
    7. 7. Implementation Experience <ul><li>The Process </li></ul><ul><ul><li>Selected a Conversion Team, appointed a Project Manager </li></ul></ul><ul><ul><li>Established relationship with Deltek liaison </li></ul></ul><ul><ul><li>Gained support of COO and CEO </li></ul></ul><ul><ul><li>Established early communication with key groups </li></ul></ul><ul><ul><li>Set timeline with milestones and conversion date </li></ul></ul><ul><ul><li>Scrubbed the data </li></ul></ul><ul><ul><li>Trained the staff </li></ul></ul>
    8. 8. Implementation Experience <ul><li>Ancillary Benefits to Conversion </li></ul><ul><ul><li>Identified unclear processes early on, allowing for documentation and streamlining </li></ul></ul><ul><ul><li>Improved communication and streamlined processes prior to implementation </li></ul></ul><ul><ul><li>Placed firm in an excellent position for growth </li></ul></ul>
    9. 9. Implementation Experience <ul><li>Impact on the business </li></ul><ul><ul><li>Steep user learning curve exposed </li></ul></ul><ul><ul><li>Users struggled with being able to admit that they needed help </li></ul></ul><ul><ul><li>User fear and loathing </li></ul></ul><ul><ul><li>IT infrastructure weaknesses affecting system performance exposed, contributed to user distrust </li></ul></ul><ul><ul><li>Process inefficiencies further highlighted, prompting on-the-fly changes </li></ul></ul>
    10. 10. Implementation Experience 3% of users 14% of users 1/3 of users 1/3 of users 16% of users Source: Moore, Geoffrey. 1999. Crossing the Chasm. Harper Collins. Diffusion of Innovations Theory
    11. 11. Implementation Experience <ul><ul><li>Recognized a Huge Time Savings Overall, Benefiting Groups Differently </li></ul></ul><ul><ul><li>As Usage Increased, Recognition of System’s Value Increased </li></ul></ul><ul><ul><li>Quality of the Data in the Reports Immediately Illustrated the Advantages of Using a Relational Database </li></ul></ul>
    12. 12. User Adoption Improvement Strategies
    13. 13. User Adoption Improvement Strategies <ul><li>User Adoption Varies </li></ul><ul><ul><li>User learning levels are wide-ranging; presenting information and/or training one time is not enough </li></ul></ul><ul><li>Take a Long-term View </li></ul><ul><ul><li>Initial reaction may be strong, even negative </li></ul></ul><ul><ul><li>Weather the storm; as users become more comfortable, strong reactions are tempered </li></ul></ul>
    14. 14. User Adoption Improvement Strategies <ul><li>Make Sure User Complaints and Requests Don’t Get Lost in the Shuffle </li></ul><ul><ul><li>Assign point people for request intake and agree how quickly requests will be addressed and resolved </li></ul></ul><ul><ul><li>Create a “Helpdesk” for easy submission of requests, using e-mail for user ease-of-use if possible </li></ul></ul><ul><ul><li>Create a “Knowledge Base” to share questions and answers with users, using groupware or on-line applications if possible </li></ul></ul>
    15. 15. User Adoption Improvement Strategies <ul><li>User Outreach is Critical </li></ul><ul><ul><li>Adopt and advertise an open-door policy; hold office hours </li></ul></ul><ul><ul><li>Co-opt thought leaders as ambassadors and proponents to address concerns among their peers; they will bring you stories from the field </li></ul></ul><ul><ul><li>Form user groups with staff and their direct peers to increase comfort levels </li></ul></ul><ul><ul><li>Employ peer pressure to encourage users to keep up with their neighbors </li></ul></ul>
    16. 16. User Adoption Improvement Strategies <ul><li>Communicate With Your Users </li></ul><ul><ul><li>Make sure your administrators are talking to users about changes, upgrades, fixes </li></ul></ul><ul><ul><li>Make sure your users are talking to your administrators; if you don’t know what isn’t working, you can’t address the problem </li></ul></ul><ul><ul><li>Publicly acknowledge and discuss issues and communicate progress on solutions </li></ul></ul>
    17. 17. User Adoption Improvement Strategies <ul><li>Offer Additional Training </li></ul><ul><ul><li>One-on-one sessions with users who travel frequently or have specialized focus </li></ul></ul><ul><ul><li>Host modular sessions to focus on specific info centers or areas of particular interest </li></ul></ul><ul><ul><li>Brown bag lunch sessions are an effective method to get users to open up about issues that might be affecting their experience </li></ul></ul>
    18. 18. Tips and Tools
    19. 19. Tips and Tools <ul><li>For Maximum Impact, Employ Different Methods to Communicate with Users </li></ul><ul><ul><li>Intranet page with tips, documentation </li></ul></ul><ul><ul><li>Online user forums </li></ul></ul><ul><ul><li>All-staff e-mail notices of upgrades and major improvements </li></ul></ul><ul><ul><li>Announcements at staff meetings </li></ul></ul><ul><ul><li>GovWin/Vision dashparts </li></ul></ul>
    20. 20. Tips and Tools <ul><li>Use the Tools Within GovWin </li></ul><ul><ul><li>Tool Tips and Help Text </li></ul></ul><ul><ul><li>Workflows </li></ul></ul><ul><ul><li>Scheduled reports </li></ul></ul><ul><ul><li>Dashparts </li></ul></ul>
    21. 21. Tips and Tools
    22. 22. Tips and Tools
    23. 23. Tips and Tools
    24. 24. Tips and Tools
    25. 25. Tips and Tools
    26. 26. Tips and Tools <ul><li>Talk To Your Peers </li></ul><ul><ul><li>User Meetings </li></ul></ul><ul><ul><li>Forums and online Groups </li></ul></ul><ul><ul><ul><li>Deltek Vision Users Forum: </li></ul></ul></ul><ul><ul><ul><li>Yahoo’s Deltek · User-to-User discussion of all things Deltek: </li></ul></ul></ul><ul><ul><ul><li>LinkedIn Greater Boston Deltek Vision Users: </li></ul></ul></ul>
    27. 27. Conclusion <ul><ul><li>Prepare Accordingly </li></ul></ul><ul><ul><li>Listen to Your Users, Even When What They’re Saying is Hard to Hear </li></ul></ul><ul><ul><li>Communicate with Your Users </li></ul></ul><ul><ul><li>Leverage early adopters to help you </li></ul></ul><ul><ul><li>Vary Your Methods of Communication to Avoid Burnout </li></ul></ul><ul><ul><li>Don’t Be Afraid to Use the System Itself </li></ul></ul>
    28. 28. Q & A <ul><ul><li>??? </li></ul></ul>
    29. 29. Contact Information <ul><ul><li>Karen Collyer Cambridge Systematics, Inc. 100 CambridgePark Drive, Cambridge MA 02140 617-354-0167 [email_address] </li></ul></ul>