Examining the reasons employees resist technology innovation in the workplace. Presented at KMO 2008 in Finland.

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