ADKAR : A framework for planning sustainable user adoption

1. ADKAR: A framework for planning sustainable user adoption Karen Kenyon SharePoint Lover (also Sr. Project Manager)

2. A D K A R A= Awareness of the need for change D = Desire to participate in the change K = Knowledge of how to change A = Ability to implement the change on a day-to-day basis R = Reinforcement to keep the change in place

3. Can’t start with Knowledge Knowledge cannot come before desire because we do not seek to know how to do something that we do not want to do.

4. Change Management Questions • Are they Aware of the need for the change? • Do they have the Desire to participate and support the change? • What training do they need to gain the Knowledge on how to change? • What Abilities are required to implement the change? And do they have them? • And how will you Reinforce the change to sustain it?

5. How ready are you, or your organization, for change? Assessment

6. ADKAR Assessment - Ideal

7. ADKAR AssessmentThe Vacuuming Boyfriend Initiative

9. Tom’s Resistance Plan Profess: “I won’t do as good a job as you.” Find “important client work” to do when housekeeping activities start Buy Karen slippers Wait her out

10. Karen’s Solution

11. Execution - Awareness Employee Questions: • Why is this change necessary? • Why is this change happening now? • What is wrong with what we are doing today? • What will happen if we don’t change? Considerations: • A person’s view of the current state • How a person perceives problems • Credibility of the sender • Circulation of misinformation or rumors • Contestability of the reasons for change

12. Execution – Awareness Communications Audience: end users of an application being upgraded

13. Execution - Desire

14. Execution - Knowledge Knowledge is: • Training and education on the skills and behaviors needed to change • Detailed information on how to use the new processes, systems and tools • Understanding of the new roles and responsibilities associated with the change Factors • The current knowledge base of an individual • The capacity of this person to gain additional knowledge • The resources available for education and training • The access to, or existence of, the required knowledge

15. Execution - Ability

16. Execution - Reinforcement Factors: • The degree to which the reinforcement is meaningful to the person impacted by the change • Applies to the person • Given by a respected individual • Relevant/valuable to the person being recognized • The association of the reinforcement with actual demonstrated progress or accomplishment • The absence of negative consequences • Accountability systems to reinforce change

17. “Green” Hotels Association Each day we use millions of gallons of water to wash guest towels that have been used only once. Decide for yourself. A towel on the rack means: “I will use it again.” A towel on the floor or the tub means: “Please exchange.” Versus: Please reuse your towel. It saves us money.

18. ADKAR Profile • We use millions of gallons of water • It’s up to you • Floor = Please exchangeRack = I’ll reuse • Ability needed: put towel on rack • Personal gratificationReduced expenses ?

19. Using ADKAR ADKAR building blocks: • Awareness • Desire • Knowledge • Ability • Reinforcement Use ADKAR as a: • Coaching tool • Change management activities planning • Diagnose a struggling change

20. Thank You! Karen Kenyon SharePoint Lover (also Sr. Project Manager)