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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
2
Agenda
Introduction
Our Implementation Experience
User Adoption Improvement Strategies
Tips and Tools
Conclusion
Q&A
3
Objectives
Methods of Establishing User Outreach
Tips for Increasing Communication
Tips for Maximizing the Tools in GovWin to Their Fullest
4
Our Implementation Experience
5
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
6
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
7
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
8
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
9
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
10
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
11
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
12
User Adoption Improvement Strategies
13
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
14
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
15
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
16
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
17
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
18
Tips and Tools
19
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
20
Tips and Tools
Use the Tools Within GovWin
• Tool Tips and Help Text
• Workflows
• Scheduled reports
• Dashparts
21
Tips and Tools
22
Tips and Tools
23
Tips and Tools
24
Tips and Tools
25
Tips and Tools
26
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
27
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
28
Q & A
???
29
Contact Information
Karen CollyerCambridge Systematics, Inc.
100 CambridgePark Drive, Cambridge MA 02140617-354-0167