How many times have you heard of an organization that purchases some new technology, that is supposed to greatly improve productivity, but after implementing it the users never use it, or at least not to its full capabilities?
The story usually starts with the C-Suite’s annual meeting in which they chat about proposed projects for the upcoming fiscal year that can assist with improving customer service, provide cost savings, generate additional revenue, or provide a competitive advantage. So, after considerable due diligence, they submit their request proposal, get approval on the budget, and make the purchase.
The new solution is implemented on time and on budget, people are trained, but then.., the users either partially utilize the solution, or ignore it altogether. How does this happen? And why does it happen so often? The answer is, the intentions were good but execution lacked an adoption plan. The solution “project” does not end with deployment and activation and user training does not equal adoption.
What’s involved in most adoption plans? Training. I find it fascinating with all the advances in technology i.e. Big Data, machine learning, and IoT, that very few advancements have been made in education and training on new technology solutions. The fact is that 70% to 90% of the information conveyed in traditional classroom or webinar training is lost in the first 14 days. This is due to what learning science refers to as memory decay. The predictable result is that most users only remember a small portion of the capabilities and how to use the new technology solution, only two weeks after the initial training.
So if “Training” doesn’t equal adoption, how do you drive user adoption? Well first, you need something that is conducive to today employees who are highly mobile, extremely busy and have very short attention spans. It also needs to be scheduled or ‘programmatic’, vs. a self sever model, and part of the scheduled approach is the learning content needs to be targeted to where that user is in their particular learning lifecycle (basic, moderate or advanced). Learning sciences tells us the users also need to be “tested” because recalling the new information is when learning retention actually starts to occur. And finally the organization needs visibility into which users are participating and “passing” the recall tests and which ones need some additional help.
What’s available? There are some very interesting new advancement in Cloud based learning solutions, which I find fascinating. This gives the employees the ability to learn in small incremental moments, being introduced to the learning content in a scheduled and programmatic way, as well as being able to re-access the learning content in moments when they are needed most, moments when they are banging their PC, desk phone, or Smartphone in frustration. These solutions are based on learning sciences and in addition to being scalable, cost effective and providing great visibility to the organization on which users are progressing and which ones need more help, they are also proven to be more significantly effective than traditional training by itself.
Here is an example of what I am talking about…