This article by Mike Gardner, CEO of Recombo, is featured on TELUS Talks Business Blog/ Posted on Jan 10, 2011
As leaders, this is a very important shift to understand. We are really no longer talking about our success being tied to a technology risk, but instead to a people risk. In reality this has always been the key risk in the success of a change initiative, but Cloud-based applications have given us the opportunity to almost exclusively focus our energies in this area.
To understand the problem it’s important that we look at the data around change. Studies have shown that 20% of employees will embrace the change (Achievers), 20% will seek to avoid the change at all costs (Abstainers), and the remaining 60% will only be accepting of the change if it is done well (Adopters). Authors in this area ominously warn managers and leaders to avoid the “squeaky wheel syndrome”. This is where leaders give too much attention to the Abstainers and inadvertently ignore the Achievers who are ultimately the ones who will influence the Adopters to make the change a success. But how do you best arm the Achievers to help with the change?
With the technology projects I’ve worked on for the past 20 years, I’ve seen this come down to just two simple things; clarity of message, and quality of the solution.
In order to create lasting change, and really arm those Achievers well, the best projects I’ve worked on started with a really clear message. In every case this message addressed two really key questions of employees. The first is what is the point of the project? The second is why does is matter to them? Being clear on these two points really shifts the discussion away from the little day to day challenges of change, and way up toward the big picture. It may seem like a simple thing, but it’s the little things that make the difference.
The second element is the quality of the solution, and here it’s important that we evaluate “quality” on three criteria. Any technology will result in lasting change if it is, more convenient, cheaper and better than what is currently in place today. Technology projects don’t have to hit it out of the park, and you don’t necessarily have to make the most technologically advanced decision from the pack of products you’re evaluating, you just need to start with a “better” choice. The absolute key though is that you are putting in something that is more convenient for the people who will be using the product.
Here is a simple example to illustrate my point - re-usable shopping bags. These bags are better. They hold more stuff, aren’t detrimental to the environment, and they won’t break when you’re trying to carry them home. Since they are re-usable they are, over time, cheaper than the plastic alternative in particular now that most grocery stores are charging you for bags. Yet we still see lots and lots of plastic shopping bags. How could this possibly be when there is a cheaper and better alternative? Simple, the convenience factor of the re-usable bag is lower than the plastic bag. I have to remember to bring my bag with me, guess how many bags I’m going to need, and quite simply that is less convenient than just paying the premium for the old plastic standby. This single factor means that the likelihood of the re-usable shopping bag becoming, and remaining, the standard is very low. It will fail to stick.
When we want any technology change to be lasting, we need to focus on clear messaging and a quality solution. Following these rules will inspire the Achievers and win over the Adopters, and if you get can 80% of your organization onside for change, you’ll succeed almost 100% of the time.
Mike Gardner is CEO of Recombo Inc.
A recognized expert and thought leader in contract management software and paperless business, Mike maintains the popular www.thinkbetterworld.org blog and is a frequent guest author in several leading publications.
About Recombo
Recombo is a global leader in contract management software that helps organizations streamline business processes, improve productivity, and reduce operational costs by 75% annually by automating their contract workflows. For more information, please visit http://www.recombo.com/
*TELUS is a licensing partner of Recombo. Agreement Express is sold as TELUS Secure Contracts in Canada.