Technology adoption is essential for organizations to stay competitive and thrive in the business landscape. However, implementing new technologies can be challenging, and the success of such initiatives largely depends on the people who use and champion them within the organization. One crucial group of individuals in this process is the key users, who are specialists in a particular product or software and serve as the primary point of contact for it.
In this article, we will explore the important role key users play in successfully adopting technology in an organization and discuss best practices to leverage their knowledge and expertise for maximum impact.
The Crucial Role of Key Users
Key users are the backbone of technology adoption in organizations. They play a pivotal role in driving the successful implementation and utilization of software solutions or technologies. They are the go-to experts who possess in-depth knowledge of the product or software and can provide guidance, support, and training to other employees. Key users act as trainers, coaches, multipliers, and ambassadors, among other roles, to ensure the successful integration of technology into the organization's workflows and processes.
Utilizing Key Users' Knowledge and Expertise
The knowledge and expertise of your key users can be effectively utilized in various ways to maximize technology adoption:
Training and Coaching
Key users can conduct training sessions, workshops, and 1:1 coaching sessions to educate other employees on how to use the technology effectively. They can provide hands-on guidance, answer questions, and address concerns to ensure employees are proficient in using the technology.
Troubleshooting and Support
Key users can serve as the first point of contact for employees who face issues or challenges while using the technology. They can troubleshoot problems, provide solutions, and offer support to resolve any obstacles in the adoption process.
User Feedback and Improvement Suggestions
Key users can gather feedback from users and provide insights on the technology's strengths, weaknesses, and areas of improvement. If possible, they can communicate user requirements and suggestions to the product or software development teams to drive continuous improvement.
Change Management and Advocacy
Key users can act as change agents and advocates for the technology within the organization. They can promote the benefits of the technology, address any resistance or concerns, and drive positive change management to ensure widespread adoption.
How to Encourage Key Users to Share Their Knowledge
Encouraging key users to share their knowledge with other employees is a powerful way to drive technology adoption. Key users can share their expertise through various channels such as blogs, internal forums, or even through the use of specialized tools like myQuest Connect.
myQuest Connect is a Microsoft Teams app that allows employees to submit questions and automatically receive answers that the key users populated into the app. If no answer is found, the app connects the employee directly with the right key user to address the question or resolve the issue they submitted.