Looking for a top-notch ECM system? Remember, the work is never finished {Slide No-1}
Users are trained. The workflow has been built. The document type has been identified. Records management is set up. Best of all, employees are starting to use the system.
It’s over now, right? Not completely.
While it may be tempting to say “done” and move on to other projects, there are many steps you can take to improve user adoption and the ongoing installation of new systems. I have visited many of his ECM systems that have failed. 99% of the time, the problem isn’t the software, system, or vendor. Inertia and carelessness with a system after rollout can ultimately ruin even the best ECM implementation.
Good news? There are simple tactics you can employ to improve user adoption and keep your systems up and running.
The following 10 tips in 2 parts are generally applicable and may be modified slightly depending on your unique installation. They are not in order of importance, as each is equally important.
1. Address security/authorization issues immediately
This is important so don’t ignore it. Nothing will deter him from using his new ECM system more than not being able to open files in his department or hyperlinks in files sent to him. This indicates a security/permissions issue and should be fixed immediately.
Bentech can help you upgrade your OpenText Exstream, StreamServe, Document Presentment, Extended ECM for Content Suite, Content Server, Archive Server, and many more OpenText products.
2. Practice proactive user support instead of being reactive
Start by surveying your users about potential issues. Often, they don’t voluntarily ask information technology (IT) departments for help or questions. Consider establishing a “superuser,” or business-oriented person, to work directly with users or escalate issues to the appropriate resources. It’s equally important to survey your users about what works well. Don’t be afraid to communicate what’s working, whether it’s through lunch-and-learn sessions or ongoing change management communications.
3. Increase user adoption
This he can do in three ways. First, audit the user’s logons after implementation. You may be (unpleasantly) surprised to find that some (or many) are not logged into the system, or are logged in but not using the system. Rather than play a blame game, work with these employees to address the issue and get them somewhat comfortable with the system. Corrective actions can then be taken to accelerate adoption across the company. You may see global trends that apply to a particular department or the entire company and reveal a larger problem.
4. Lunch and study session
It is important to start some type of regular training for your users. This type of session focuses on things that are not intuitively obvious to users and can include tips provided by colleagues on how to better interact with the system. Be sure to include question and answer time in these training exercises. If you don’t get an answer right away, always follow up promptly. Remember, you need to start these learning sessions right away.
BENEVOLENCE TECHNOLOGIES is a leader in Enterprise Information on Management (EIM) products and services. Our EIM products enable businesses to grow faster, lower operational costs, and reduce information governance and security risks by improving business insight, impact, and process speed. We power digital transformations to empower the intelligent and connected enterprise.
