The document discusses new challenges for user adoption of cloud technologies. Traditional change management approaches are not well-suited for the cloud where technology changes constantly. Vendors now take on the risk of user adoption for their products. Effective user adoption programs require a holistic approach and sustaining adoption efforts over the long-term. The document promotes outsourcing user adoption programs to ensure skills and resources can keep pace with changing technology.

1. New Challenges in Cloud Adoption -
The Users!
May 31, 2012

2. Agenda
1:
INTRODUCTION
2:
BUSINESS PROBLEM
3:
CHALLENGES WITH TRADITIONAL CHANGE
MANAGEMENT
4:
FUTURE OF CLOUD USER ADOPTION
© 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC
2

3. 1:
INTRODUCTION
© 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC
3

4. Our Perspective on User Adoption
Holistic Approach
People Process
We Help Organizations
• Develop short-term and long-term user
Culture
adoption (UA) strategies Technology
• Rescue IT projects from UA failure
• Administer UA program infrastructure
Beware: marketers and
• Develop UA skills in others charlatans have taken over the
term “user adoption”
© 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC
4

5. Key Questions
“Can They Use It?”
“Will They Use It?”
“Who Will Make it Happen?”
© 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC
5

6. 2:
BUSINESS PROBLEM
© 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC
6

7. The Cloud: what’s changed?
Faster
“Easier”
Low up-front
costs
Constant
evolution
Transfer UA
risk
© 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC
7

8. Cloud Shifts Focus and “Success”
Success is only achieved when your system is used
© 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC
8

9. Unintended Consequences
© 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC
9

10. Trouble for Vendors
Change of Revenue Model
• Up Front Cash  Annuity
• Profitability requires long-term relationships
• Customer retention is higher priority than ever
Need to align with client outcomes
• Easy for clients to sign-up
• Easy for clients to leave
Resulting in…
• Transfer of UA risk from client to vendor
• Vendors MUST make sure clients adopt
• Vendors have “skin in the game” for client success
© 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC
10

11. Trouble for Clients
Accelerated & Constant Change
• Faster deployment <> Easier adoption
• Less time for change efforts prior to go-live
New Focus • Need to spend more time after go-live
New Resource & Skill Requirements
• Need infrastructure to manage ongoing change
• Changes in staffing & skill requirements
Resulting in…
• Organization unprepared to meet cloud
adoption challenges
• Domino effect – additional organization
disruption
© 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC
11

12. Trouble for Users
Constant Learning Curve
• Regular system enhancements & changes
• Additional learning required with each release
• System and process changes
Need Information to Drive Behavior
• Need easy access to latest relevant information
• Need better user-focused support
Resulting in…
• More Learning
• Additional work
• Additional time to do job (reduced productivity)
• Errors / ineffective system use
© 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC
12

13. 3:
CHALLENGES WITH TRADITIONAL CHANGE MANAGEMENT
© 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC
13

14. Problems with the approach (Traditional CM) …
Techno – not business focused – change management
• Aligns users to system, not to performance
Technology-centric training
• Point & Click (system-use focus)
• Skips job performance & other skill development
• Not focused on “learning,” but delivering “training”
Ineffective communication
• 1-way
• Focused on “selling” and WIIFM
• Assumes people will have no choice
© 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC
14

15. …Delivers problems with the results
One &
Done
Go Live &
Go Home
Train &
Blame
© 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC
15

16. 4:
FUTURE OF CLOUD USER ADOPTION
© 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC
16

17. Making Cloud Adoption Work
Tech moves faster than organization
• Change & UA needs to keep pace with tech change
• Need to move faster
• Retro fit adoption efforts
Need to respond to ongoing change
• Need to enable users to manage constant learning
needs
Resulting in…
• New approaches to UA required
• Sustain adoption efforts over life of the system
© 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC
17

18. What Do the New Methods Look Like?
Behavior and performance management issues,
not just technology issues
© 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC
18

19. Put it into action: Build your own UA Program
Effective user adoption programs require specific
activities, deliverables, & resources
© 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC
19

20. …or use a prebuilt, cloud-enabling UA Program
UA Keeps Pace with Technology
• Prebuild the UA program infrastructure
• Preload initial core content
Outsource Skill & Management
• Access to required UA skills
• Reduce headcount by outsourcing
management of UA program
Resulting in…
• Lower costs for UA Program
• Faster User Adoption
• Sustained User Adoption
• “Business Success” / ROI
© 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC
20

21. 5:
RESOURCES & CONTACT INFORMATION
© 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC
21

22. Free user adoption resources
http://cloudslam.TriTuns.com
eBook Assessment Insights & Tips
© 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC
22

23. Contact
For more information please contact:
Jason Whitehead
CEO
703-652-0887
jwhitehead@TriTuns.com
http://cloudslam.TriTuns.com
© 2012 Tri Tuns, LLC. All Rights Reserved Tri Tuns, LLC
23