the hows and whys of user adoption
TRANSCRIPT
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Transportation leadership you can trust.
presented to
Deltek Vision Boston Area User Group Meeting
presented by
Karen CollyerCambridge Systematics, Inc.
June 18, 2009
The Hows and Whys of User Adoption
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Agenda
Introduction
Our Implementation Experience
User Adoption Improvement Strategies
Tips and Tools
Conclusion
Q&A
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Objectives
Methods of Establishing User Outreach
Tips for Increasing Communication
Tips for Maximizing the Tools in GovWin to Their Fullest
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Our Implementation Experience
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Implementation Experience
The Goal: Merge Five Disparate Databases
• Thousands of records, no relational capability
• Limited ad hoc reporting
• Access difficulties
• Home-grown databases, labor-intensive to maintain
• Eliminate duplicative data, increase data integrity
• Escape Opportunities Endgame
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Implementation Experience
Benefits to Conversion
• Opportunity, Project, Client, Vendor, and Campaign information in a single, relational database
• Dynamic reporting capabilities, including automated reporting
• Powerful workflow capabilities to meet a wide range of needs
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Implementation Experience
The Process
• Selected a Conversion Team, appointed a Project Manager
• Established relationship with Deltek liaison
• Gained support of COO and CEO
• Established early communication with key groups
• Set timeline with milestones and conversion date
• Scrubbed the data
• Trained the staff
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Implementation Experience
Ancillary Benefits to Conversion
• Identified unclear processes early on, allowing for documentation and streamlining
• Improved communication and streamlined processes prior to implementation
• Placed firm in an excellent position for growth
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Implementation Experience
Impact on the business
• Steep user learning curve exposed
• Users struggled with being able to admit that they needed help
• User fear and loathing
• IT infrastructure weaknesses affecting system performance exposed, contributed to user distrust
• Process inefficiencies further highlighted, prompting on-the-fly changes
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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
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Implementation Experience
• Recognized a Huge Time Savings Overall, Benefiting Groups Differently
• As Usage Increased, Recognition of System’s Value Increased
• Quality of the Data in the Reports Immediately Illustrated the Advantages of Using a Relational Database
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User Adoption Improvement Strategies
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User Adoption Improvement Strategies
User Adoption Varies
• User learning levels are wide-ranging; presenting information and/or training one time is not enough
Take a Long-term View
• Initial reaction may be strong, even negative
• Weather the storm; as users become more comfortable, strong reactions are tempered
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User Adoption Improvement Strategies
Make Sure User Complaints and Requests Don’t Get Lost in the Shuffle
• Assign point people for request intake and agree how quickly requests will be addressed and resolved
• Create a “Helpdesk” for easy submission of requests, using e-mail for user ease-of-use if possible
• Create a “Knowledge Base” to share questions and answers with users, using groupware or on-line applications if possible
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User Adoption Improvement Strategies
User Outreach is Critical
• Adopt and advertise an open-door policy; hold office hours
• Co-opt thought leaders as ambassadors and proponents to address concerns among their peers; they will bring you stories from the field
• Form user groups with staff and their direct peers to increase comfort levels
• Employ peer pressure to encourage users to keep up with their neighbors
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User Adoption Improvement Strategies
Communicate With Your Users
• Make sure your administrators are talking to users about changes, upgrades, fixes
• Make sure your users are talking to your administrators; if you don’t know what isn’t working, you can’t address the problem
• Publicly acknowledge and discuss issues and communicate progress on solutions
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User Adoption Improvement Strategies
Offer Additional Training
• One-on-one sessions with users who travel frequently or have specialized focus
• Host modular sessions to focus on specific info centers or areas of particular interest
• Brown bag lunch sessions are an effective method to get users to open up about issues that might be affecting their experience
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Tips and Tools
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Tips and Tools
For Maximum Impact, Employ Different Methods to Communicate with Users
• Intranet page with tips, documentation
• Online user forums
• All-staff e-mail notices of upgrades and major improvements
• Announcements at staff meetings
• GovWin/Vision dashparts
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Tips and Tools
Use the Tools Within GovWin
• Tool Tips and Help Text
• Workflows
• Scheduled reports
• Dashparts
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Tips and Tools
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Tips and Tools
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Tips and Tools
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Tips and Tools
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Tips and Tools
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Tips and Tools
Talk To Your Peers
• User Meetings
• Forums and online Groups− Deltek Vision Users Forum:
http://visionusers.com/index.php
− Yahoo’s Deltek · User-to-User discussion of all things Deltek: http://tech.groups.yahoo.com/group/Deltek/
− LinkedIn Greater Boston Deltek Vision Users: http://www.linkedin.com
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Conclusion
• Prepare Accordingly
• Listen to Your Users, Even When What They’re Saying is Hard to Hear
• Communicate with Your Users
• Leverage early adopters to help you
• Vary Your Methods of Communication to Avoid Burnout
• Don’t Be Afraid to Use the System Itself
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Q & A
???
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Contact Information
Karen CollyerCambridge Systematics, Inc.
100 CambridgePark Drive, Cambridge MA 02140617-354-0167