The mere mention that management has decided to purchase a new software product instantly produces groans and complaints from the end users. Sarcasm often kicks into high gear right away with comments like, "I love it when management decides to help me do my job." Why do people react this way? Is this type of reaction universal?
Definitely not; take the case of a workgroup made up of "experts", product design engineers for example. They often do just the opposite. They complain that management will not buy the tools (software) they need to do their jobs better. The difference between the "expert" workgroup and workgroups that instantly complain has to do with how diverse the users of the software will be. The expert group is a tight knit group with a higher tolerance for complexity. On the other hand, end users that complain most often represent a workgroup that contains high diversity. These workgroups may contain a large number of people and almost always include some people with a very low tolerance for complexity. They complain because they know that choosing and implementing software to be used by such a diverse workgroup is much more difficult. The nearly impossible task includes:
Choosing a practical solution that can be used effectively:
- Training adequately to ensure proper use
- Monitoring and auditing usage to ensure a standardized approach
- Monitoring and auditing the information stored by databases to ensure accuracy
- Ensuring that adequate trained support is in place to quickly handle any problems that arise or to answer questions
The end result is that the users are confronted with software that is:
- Difficult to learn
- That is accompanied by inadequate training
- That is not supported adequately
- That manages information that is not completely accurate
- That leaves the end user vulnerable to work performance criticism for problems that are beyond their control
Albert Einstein once said, “Everything should be as simple as possible and no simpler.”
So what can be done? The following guidelines can put the odds in your favor.
First, choose a solution that requires as little training as possible and is within the reach of your user community. Choose a solution that represents the "next best step" on the path to your ultimate goal. One that the vast majority of your users can master without intense training and that will help them understand how the software will help them reach the goals of the organization.
Second, choose a software provider that provides excellent support so the burden of answering questions and resolving problems does not rest solely on your organization. This will demonstrate your commitment to providing software that actually helps people do their jobs better.
Third, recognize the total cost of software ownership and choose a solution that provides maximum value based on total cost. Don't fall for the "more is better" idea unless the provider can demonstrate that "more" is not getting in the way. If value is defined as:
Value = (feature benefit) x (# of users)
It is better to purchase a product that results in 90% of the users using 80% of the functionality than a product where only 10% of the users use 80% of the functionality. The latter situation results in a lack of standardization and a separation of users into groups ranging from power users who complain about those who don't use the software properly, down to the frustrated user who doesn't want to use the software at all.
Fourth, don't buy redundant features. Redundant features are features that you already own in other software solutions. Examples would be email functionality, calendars, web conferencing, etc. Asking users to learn multiple ways to do the same thing will lower the adoption rate and result in a lack of standardization and confusion. If you keep your solution simple it is amazing how quickly knowledge will emerge and spread relative to the best way to get the most out of the software product. If you choose a complex product, information spreads rapidly as well; information about how to avoid following the necessary steps to get the most out of the product.
Fifth, beware of integration. Integration sounds great and in certain cases can add significant value, but it can also be a tremendous burden. Integration comes with many challenges including proper configuration, the development of procedures and training, and, most importantly, a requirement for maintenance to ensure that changes in one program do not result in problems with an integrated program.
Sixth, do not try to replace "best practice" management with automation. The more you rely on automation for activities best managed by real people, the more you set yourself up for excuses related to the automation like "Oh, I never saw the email." Or, "yes I saw it, but then I must have misplaced it" or, "nobody set the calendar reminder so I missed the meeting, etc." You are better served by minimizing this type of automation and holding managers accountable for managing the commitments they establish with those responsible for completing work.
Following these guidelines can be difficult. We have all been trained to think that more is better. We buy all kinds of tools, gadgets, and devices that have many features we never use. The suppliers of these devices tell us we need these features. If we mention we don't need them, they say they are free; "they come with the product." Later, after the purchase, we realize they were not free, and that their true cost is the frustration we feel as we deal with features that aren't intuitive and are accompanied by help that isn't helpful. We have all heard the story of the Video Cassette Recorder (VCR) that is never used for recording because nobody in the house knows how to set the clock, let alone record a show. Surprisingly, even though this story has been related for years, the same scenario continues to play out time and time again, as people purchase overly complex products with features they won't use. You may put up with that in your personal life, but with so much at stake in the business world, you should be demanding solutions that result in success. Following the guidelines above will help improve the odds of success dramatically.
