Training: The Secret to Getting Your Users Excited About Change

As we mentioned in our article about Organizational Change Management (OCM), many software implementations fail due to lack of user adoption. To mitigate this risk, you must prepare your users by providing training that enables them to get comfortable with (and even excited for) the upcoming changes.

A strong training program engages the users and shows them what their typical work activities will look like within the new system. When done correctly, the program enables the users to experience the benefits of upcoming system and process changes so they are ready and eager to adopt it at rollout.

To develop a strong training program that supports user adoption, be sure that you and your training team keep these things in mind:

• Engage the training team during vendor selection, so they can get familiar with the scope and ultimate goals of the project.

• Once a vendor is selected, evaluate the vendor’s training materials (if available) and determine if and how they can be used.

• Create a training plan, outlining the modules and sources for training materials. If appropriate, this should include a training matrix based on the roles in the system.

• Throughout development, include the business owner and the business stakeholders in the review of the training content.

• Make certain that the training team works hand-in-hand with the business process team to ensure the material includes an accurate overlay of the system with the business processes.

• Lastly, roll out the training prior to system go-live, so that the users are prepared to support the rollout and begin working in the new system right away.

Training is the best tool you have for overcoming user adoption barriers. A well-designed and comprehensive process-based program will help the users get comfortable with the upcoming implementation and, ultimately, inspire them to embrace the change.