Tips for Making Digital Change More Inclusive

New technology is often as hard for people to imagine as a blank canvas depicting an image of a bright future. For most individuals we feel comfort in what we know. When that comfort is taken away, we begin to become overwhelmed with the idea of what may happen and begin shaping our own narrative about how the technology is going to adversely impact our job. Often, the profile of those who feel the most reluctant of new technology are employees who are not connected with the “why” they do what they do. They simply know the “what” they do.

Over the years, I have been in conversations with the C-Suite about how the technology we are going to build for them needs to elevate their organization. Our project sponsors speak about efficiency, organization, and accommodation of the evolving business needs. It is not often we hear about software or technology specifically being a replacement for individuals. However, it may be a potential outcome when individuals are not prepared to invest in seeking other ways to contribute to their employer, grow into new opportunities, or develop into new roles across the organization.

To steer reluctant staff members through a period of digital change you have to paint the picture for them using a color palette they also use. When trying to embrace them in this way, it requires intent understanding of them as humans first, and employees second. Developing an effective pathway for change requires more than just developing cutting edge software. You have to shepherd each role using a custom narrative. Blanket announcements and statements of pending change, along with guarding information to keep it away from the masses only widens the gap between the have and the have nots. Articulating to each position the benefits, and potential pitfalls of the new technology should be a part of your project plan. Being genuine with everyone can help to win the trust of the population you are guiding through a technology transition.

Slick technology does not solve every problem. Leaning too heavily on bleeding edge innovation as the only part of your strategy may cause you to fall victim to reluctant adoption. Building trust by building a team around your technology can help strengthen the vision of a better, brighter future ahead because of your tech. Staff your digital transformation project with your best visionaries, change managers, user experience designers, content strategists, communicators, testers, analysts and developers who display of course technical chops, but also, empathy.

The best tech products are not baked behind closed doors. Our most successful clients who created a big change within their organization actively found ways to include the majority instead of only the select few subject matter experts – even if those inclusion points are small. After all, how can you really know what your business needs without talking to those who have their boots on the ground?

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