One of my favorite general IT blogs is Michael Krigsman’s IT Project Failures blog. Michael provides a balanced view with great insights into the failures of many organizations. These are lessons that every implementer, integrator, or system stakeholder should pay attention to.
In a recent post titled Resistance to change: The real Enterprise 2.0 barrier Michael discusses some of the challenges to implementing Ent 2.0 systems. As always it is a great and relevant read, but I think it matches much of my experience with implementing SharePoint in the Enterprise. The top obstacle listed was Resistance to change. The capabilities of the tools are not the biggest limiting factor, user adoption is. Some of the reasons discussed include fear of change, the power of information holders and lack of interest.
Fear of Change – This is a natural human response. Much has been written about how to drive change in an organization, but I think the most critical technique is end user involvement. When people are involved they are much more likely to have a positive view of the change and you are more likely to value insight into how things are actually done in practice.
This also provides a good opportunity to fine tune your feedback collection techniques so that all stakeholders continue to have a voice after go live.
Information Power – In some organizations there is a culture in place where people feel like they have to be a gateway to information. With the recent economical downturn people are all the more desperate to be seen as irreplaceable. Organizations need to work towards transparency and openness. A positive side effect of this is better use of the subject matter or domain experts who are normally over worked in closed organizations and frequently have to answer the same questions repeatedly.
Lack of interest – Lack of interest can definitely have an impact on the life of a system. Some users still do not understand or have any interest in Ent 2.0 systems. I think easiest way to get passed this is to show sustained value. It is easy to establish and maintain interest with small groups, but it gets exponentially harder as the size of the group increases. Keep the tools current, and show incremental advances to keep stakeholder interest.
I’ve also seen turnover in key positions or management impact a groups use of these tools. It is important to work with the new stakeholders to review what is there and what can be done to align it with any changes to the group’s direction.
I’m always interested in hearing feedback. Do you agree, disagree? Have any other tips to decrease the resistance to change?