For many organizations, implementation of new technology can take months or even years. When staff is not involved, they may forget about it and feel blindsided when the technology goes live. In addition, not all stakeholders are alike. Some will be impatiently waiting for the change, others will be neutral, and still others will be opposed to the new technology, preferring to stay with the familiar system. Keeping staff engaged during this time can be a challenge. Here are a few tips:

Over-communicate: Make sure that end users know what is happening and when. The impatient stakeholders will relax, knowing work is in progress. People resistant to change will have an opportunity to learn more about the system and prepare.

There are many ways to communicate the status of the project. Company newsletters, emails, and department meetings are just a few. Communication should include the status of the project, expected completion, and examples of how the change will help the user. Using real-life examples of how a particular task will be completed in the new system will help future users envision themselves in the new environment.

Patients are also stakeholders. If the new technology will affect patient experience, let them know in advance. Signage or flyers in the waiting room, and office staff willing to answer questions are simple ways to prepare patients.

Change behavior in small steps: Change is easier when it is rolled out incrementally. There are steps you can take before go live that will make the transition more palatable, and keep employees engaged in the process. One step is to increase the use of technology in other areas so that people become more familiar with an electronic environment. For example, utilize email, intranets and shared servers to replace paper processes where possible. If you are distributing a paper newsletter, change to an e-newsletter. If the new technology has forms, print them on paper and have staff start using them now. If the new system will require new standards, or a new workflow, implement these changes in the current “paper world.”

Level the user playing field: Another step you can take is to make sure everyone is skilled enough to train on the new software. Often the reason users resist new technology is that they do not know how to use a computer. This simple and frustrating fact is usually not stated up front. However, you can mitigate this barrier by offering basic computer training long before the new technology becomes available. Not only will this step help the training process, but it will also boost user satisfaction, and improve compliance, thoroughness and overall efficiency.

Implementation success depends on so much more than functioning software. One must also factor human emotion into the equation. In the months before go live, take the opportunity to change the culture in small steps. It will enhance the implementation experience for all stakeholders.