What are the best practices for managing user resistance to new technology?

1 Understand the reasons

The first step is to understand why users resist new technology. There may be different factors involved, such as fear of losing control, lack of trust, perceived complexity, or low self-efficacy. You can use surveys, interviews, focus groups, or observation to gather feedback and insights from users. By identifying the root causes of resistance, you can tailor your strategies and communication accordingly.

2 Involve the users

The second step is to involve the users in the technology change process. You can do this by creating a user advisory group, soliciting user input, testing prototypes, or conducting pilot projects. By involving the users, you can increase their sense of ownership, engagement, and empowerment. You can also address their concerns, expectations, and preferences early on and incorporate their feedback into the design and development of the new technology.

3 Communicate the benefits

The third step is to communicate the benefits of the new technology to the users. You can do this by creating a clear and compelling vision, highlighting the advantages and opportunities, or sharing success stories and testimonials. By communicating the benefits, you can create a positive and motivating atmosphere, reduce uncertainty and anxiety, and overcome potential barriers or objections. You can also use different channels and formats, such as newsletters, videos, webinars, or workshops, to reach different audiences and learning styles.

4 Provide training and support

The fourth step is to provide training and support to the users. You can do this by offering various types of training, such as online, face-to-face, or self-paced, to suit different needs and preferences. You can also provide ongoing support, such as help desks, manuals, or mentors, to assist users with technical issues or questions. By providing training and support, you can enhance user confidence, competence, and satisfaction. You can also monitor user progress, feedback, and performance and make adjustments as needed.

5 Reward and recognize

The fifth step is to reward and recognize the users who adopt and use the new technology. You can do this by giving incentives, such as bonuses, prizes, or certificates, to encourage and appreciate user effort and achievement. You can also recognize user contributions, such as suggestions, feedback, or innovations, to acknowledge and value user input and creativity. By rewarding and recognizing, you can reinforce user behavior, attitude, and loyalty. You can also create a culture of learning and innovation that supports continuous improvement and change.

6 Manage the change

The sixth step is to manage the change that the new technology brings. You can do this by creating a change management plan that outlines the goals, scope, timeline, roles, and responsibilities of the technology change project. You can also establish a change management team that oversees and coordinates the various activities and stakeholders involved in the technology change process. By managing the change, you can ensure a smooth and successful transition, avoid potential pitfalls or risks, and achieve the desired outcomes and benefits.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?