(This is a preview of a session I will be presenting at the 2014 Nonprofit Technology Conference.)
Many of us have managed or participated in a database rollout. Usually the most attention is given to the planning, design and implementation stages to make sure that the eventual system will meet organization needs. But despite good intentions, sometimes things don’t work out well, and users are as frustrated with the ‘new’ system as they were with the database it replaced.
Below are some suggestions for making sure things go smoothly AFTER the new system has been rolled out:
- Plan to be on site not only when the new system goes live, but at regular intervals afterwards. No matter how much time was spent in planning, new items will arise when users start to use the new software. Unless your users are a long distance away, DON’T rely only on email and phone to get feedback.
- Make sure that programming resources, whether in house staff or outside contractors, are available to tweak the new system (e.g. minor screen changes, what fields are required etc.). Clearly you can’t do everything that users ask for, but it’s important to show that you are responsive to their needs.
- When scheduling training, don’t try to cover too much in one session. Better to have multiple classes and dedicate each to a specific task.
- Make sure you get feedback not only from managers, but from staff who actually do data entry. Don’t assume that staff are communicating to their managers their experiences in using the new system.
- Give realistic timelines for when updates will be done, and keep users regularly informed of progress. Use a variety of communication channels – not just email.
- Quickly come up with monthly reports that will demonstrate how well data is being recorded (or not). Don’t be surprised if you discover staff are still entering data in their old database or personal spreadsheets (in which they are more comfortable using).
- Develop a group of ‘power users’ who can help train / guide other staff members. But make sure their managers are OK with their assuming this role.
- Plan periodic check-ins to determine how well the new database is working out. In most cases, the problem isn’t the product – but make sure to take the time to listen to users who think that it is.
Want more ideas? Read Missy Longshore’s 6 Key Steps to Post-Implementation Tech Project Success and Tracy Kronzak’s Why CRM Implementations Fail and How to Avoid It. Then come to my #14NTC session (co-presented with Idealware) Selecting the Right CRM and Making Sure Staff Use It Effectively on Sat, Mar. 15 at 1:30 PM to learn more.