New Technology

Published February 2000

RAND's research shows that user acceptance of new systems is correlated with the amount of effort that goes into user training. If you are introducing a system that changes the way workers do their jobs, showing a video or distributing a manual will not be adequate. It is also wise to think of implementing new technologies as an ongoing process, rather than as a discrete phase. Successful companies in the future will be those that learn to manage continual change. Companies that can organize around task oriented work groups instead of conventional departments may gain an advantage in this area.