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What are some ways to overcome user resistance to software installation or updates?

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Software installation or updates are essential for keeping your systems secure, functional, and compatible with new features and technologies. However, not all users are eager to embrace these changes, and may resist or postpone them for various reasons. As a technical support professional, how can you overcome user resistance and persuade them to install or update the software they need? Here are some ways to approach this challenge.

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Ray Gonzalez

Sr. Technical Director | Lannan Technologies | Veteran

1 Understand the reasons

In order to understand why users are hesitant to install or update software, it is important to consider common reasons such as fear of losing data, lack of awareness of the benefits or risks, distrust of the software provider, inconvenience or disruption to their workflow, or preference for the status quo. Identifying the specific reasons for each user can enable you to adjust your communication and support strategies appropriately.

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Ray Gonzalez

Sr. Technical Director | Lannan Technologies | Veteran
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In my last employer the end users were more reluctant to accept major changes that would affect how they were used to doing they tasks. Changes that caused deadlines not to be met. Loss of data was never an issue as we maintained proper backups. We made sure to research what changes would occur, what process would be lengthened or shortened. We also identified and had a good group of pilot testers from all departments pre agreed upon by upper management. Change Control was very well documented with built in thresholds to indicate when to roll back or when not to push or deploy a new application. The end user must understand that the majority of updates or replace scenarios are for the long-term growth and protection of the organization.

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Richard Darling

System Security Administrator at Chenega Security International (CSI)
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Typically I have found the main reason users are "reluctant" to update (or concerned to see that IT just updated) their system, is that the software update(s) are usually rolled out by the MFR who pushed the S/W engineers to release it without proper and full vetting, just IOT meet some unrealistic goal/ or date set by sales. Users have been burnt - like Ray said; too many times to count, hence, "the reluctance factor"

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2 Communicate the value

The next step is to communicate the value of the software installation or update to the user. You can do this by explaining the features, improvements, or fixes that the software offers and highlighting the security, performance, or compatibility benefits. Additionally, you can address the user's concerns or objections with facts and evidence, provide testimonials or reviews from other users or experts, and offer incentives or rewards for installing or updating the software. Various channels and formats can be used to communicate this value, such as emails, newsletters, pop-ups, videos, webinars, or demos.

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Edwin Mose

QA Engineer| SQL | NoSQL | Looker | Looker studio | Python | Cloud computing | AWS| Cloudwatch | Google Cloud Platform(GCP) |Cloud Logging| Cloud Run | Apigee X | Postman | Swagger
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To overcome user resistance to software updates, communicate benefits clearly, offer education sessions, and automate updates where possible. Schedule updates during non-critical hours, encourage feedback, and provide support resources. Emphasize security risks and offer incentives for timely updates. Involve users in decision-making and prioritize their experience to ensure minimal disruption. These strategies foster cooperation, trust, and smoother software maintenance.

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3 Simplify the process

The third step is to simplify the process of installing or updating the software for the user. This can be done by providing clear and easy-to-follow instructions and guidance, automating or scheduling the installation or update, reducing the time, bandwidth, or resources required for the installation or update, and minimizing the impact or interference with the user's work or activities. Additionally, you can offer support and assistance before, during, and after the installation or update. To achieve this, you can use various tools and methods such as wizards, checklists, reminders, backups, or helpdesks.

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4 Encourage feedback

The fourth step is to encourage feedback from the user after installing or updating the software. This can be done by asking for their opinions, listening to their feedback, responding to their issues or problems, thanking them for their feedback, and inviting them to share it with others or join a community of users. To do this, you can use various platforms and mechanisms such as surveys, polls, ratings, reviews, forums, or social media. Doing so will help you acknowledge their feelings and experiences as well as show appreciation and recognition.

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Lucas Teles

Desenvolvedor Backend | Java | Kotlin | Spring boot | AWS
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Essa para mim é umas das etapas mais importantes, eu sempre deixo o usuário a vontade para dar feedbacks e tirar duvidas. Assim também produzo manuais de uso para que esses usuários mais resistentes possam se sentir mais seguro com a mudan?a

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5 Educate the user

The fifth step is to educate the user about the software and how to use it effectively. You can do this by providing training, tutorials, or tips on how to use the software's features and functions, as well as showing them how to customize, optimize, or troubleshoot the software. It is also important to keep them updated on the latest developments, changes, or updates of the software and inform them about the best practices, standards, or policies related to the software. Furthermore, inspire them to learn more, explore, or experiment with the software. Various resources and materials can be used to educate the user such as manuals, guides, videos, blogs, podcasts, or webinars.

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6 Follow up with the user

The sixth and final step is to follow up with the user and maintain a relationship with them. You can do this by checking their satisfaction or progress with the software, reminding them of the benefits or opportunities of the software, offering additional support or solutions related to the software, soliciting their feedback or ideas for improving the software, and recommending other software, products, or services that may suit their needs or preferences. Various strategies and techniques can be used to follow up with the user, such as emails, calls, messages, newsletters, or referrals.

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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?

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Nawal AlMalik

IT Application Support & Delivery | ServiceNow | ITIL4 | Digital Operations | Incident & Change Management | SQL & Oracle
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Make it easy and convenient: * Offer automatic updates: Give users the option to automatically install updates in the background, minimizing disruption to their workflow. * Provide offline updates: Allow users to download updates offline and install them at their convenience, especially for users with limited internet access.

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What are some ways to overcome user resistance to software installation or updates?

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2

3

4

5

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7

1 Understand the reasons

2 Communicate the value

3 Simplify the process

4 Encourage feedback

5 Educate the user

6 Follow up with the user

7 Here’s what else to consider

Technical Support

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What are some ways to overcome user resistance to software installation or updates?

1

2

3

4

5

6

7

1 Understand the reasons

2 Communicate the value

3 Simplify the process

4 Encourage feedback

5 Educate the user

6 Follow up with the user

7 Here’s what else to consider

Technical Support

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