How Have You Facilitated the Adoption of New Technology in a Change-Resistant Organization?
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How Have You Facilitated the Adoption of New Technology in a Change-Resistant Organization?
To understand how to facilitate the adoption of new technology in organizations resistant to change, we asked change management specialists this question for their expert advice. From switching staff PCs to laptops to engaging influencers and detractors, here are the top four strategies these leaders shared.
- Switch Staff PCs to Laptops
- Compose the Right Planning Team
- Communicate Concrete Benefits
- Engage Influencers and Detractors
Switch Staff PCs to Laptops
Back in 2006, I facilitated the adoption of a new Customer Relationship Management (CRM) system in an organization resistant to change by strategically switching staff PCs from desktops to laptops, enabling work-from-home flexibility. This approach required a multifaceted strategy focusing on communication, training, and support.
First, I conducted a 'needs assessment' to understand the concerns and resistance points among the staff. This involved surveys and one-on-one interviews to gather insights on their apprehensions about the new CRM system and the shift to laptops. Based on this feedback, I developed a comms plan that highlighted the benefits of the new technology, such as increased productivity, flexibility, and enhanced data accessibility.
To address the resistance, I organized a series of interactive workshops and training sessions. These sessions were designed to be hands-on, allowing staff to familiarize themselves with the new CRM system and the laptops in a controlled environment. I ensured that the training was segmented into manageable modules, each focusing on different aspects of the CRM system and how it integrated with their daily tasks within the organization.
Additionally, I implemented a phased-rollout approach. Initially, a pilot group of tech-savvy staff was selected to transition to the new CRM system and laptops. This group provided valuable feedback and acted as role models and champions, helping to build trust and credibility among their peers. Their success stories were shared across the organization to demonstrate the tangible benefits of the new technology.
Throughout the transition, I established a robust support system. A dedicated helpdesk was set up to address any technical issues and provide ongoing assistance. Regular check-ins and feedback loops were also instituted to monitor progress and make necessary adjustments.
By addressing concerns proactively, providing comprehensive training, and ensuring continuous support, I was able to facilitate a smooth transition to the new CRM system and laptops. This not only improved operational efficiency but also empowered staff to fully embrace the change, ultimately creating a more adaptable and resilient organizational culture.
Compose the Right Planning Team
Composing the right planning team is critical. The group needs to include both change agents and expected resisters. When you create space for all perspectives to be heard, the result is a collaborative space for open dialogue where you can discuss potential challenges and ways to mitigate them. This helps the team involved feel ownership and engagement, motivating them to influence the rest of the organization during the change. Since they have been valued from the beginning, those potential resisters become leaders in navigating the change and empowering the team members around them.
Communicate Concrete Benefits
In my opinion, the key is being very confident in why the new technology benefits the organization and being very concrete in the communication about the benefits, ideally specifically for the different stakeholder groups. Organizations sometimes have good reason to be hesitant; adopting new technologies often costs money as well as time and effort. I want to make sure that key stakeholders know that we are on the same team and involve them as early in the project as possible. Stakeholder interviews often bring clarity to aspects vital for a sustainable project, such as risk management. In a nutshell, make sure that you understand why the new technology is beneficial and involve key stakeholders in the change as early as possible.
Engage Influencers and Detractors
I introduced technology into an organization that was only using paper for decades. The teams were very resistant to change, technology, and processes. What I did to facilitate the change was to find the people who were avid supporters of change (the people with the most pain in the current system) and put them as promoters to the rest. Then I would find the people who hated the change the most and hand-hold them to understand what I could change to make them supporters.
With influencers and detractors covered in the company—which are only a maximum of 10 people—I could make sure the messaging in teams was positive. When we rolled out the new tech and workflow system, the team had 1:1 training, influencers speaking at the rollout, and our team would continue to communicate the benefits and exciting changes the teams were making in the first weeks of the tool to keep the momentum.
