When I was at university in the ‘90s, I confidently declared that text messaging would never catch on. “Why would anyone type a message when they could just make a quick call?” I asked my friend, who was demonstrating this new technology on her Nokia phone. Fast-forward to today, and I now find myself annoyed when someone calls instead of texting. Seriously, I can’t tell this story without laughing about how shortsighted I was (or how old I just admitted I am!).
What changed? Simply put, I discovered that texting is something better than what I had before. It was quick, efficient, cheap, and I didn’t have to talk to anyone — clearly leaning into my grumpy old lady persona here! This experience perfectly illustrates one of the most crucial aspects of technology adoption that we discussed in the Tech Edge episode with Ruth Tank, Director at Epion Consulting: People will only embrace new technology when it demonstrably improves their current situation.
Stay with me on this one because it’s a topic I am very invested in and there’s a lot to talk about. But if you need the TL;DR: People will change if you give them something better than what they had before.
The First Thing to Cut (But Shouldn’t Be)
In my years working with organizations implementing new technology solutions, one consistent thing has been that when budgets get tight or timelines compress, change management and communication are often the first elements to be sacrificed. Ironically, these are precisely the components that determine whether your expensive new system will actually deliver the business benefits you’re counting on.
As Ruth pointed out during our conversation, project teams typically focus on delivering solutions on time, on budget, and within scope. But what happens after implementation? You can have the most incredible software solution that checks every technical box. Still, if nobody uses it – or worse, if people actively find ways to circumvent it – you’ve wasted your investment.
Change Management Proves Essential
Perhaps the most relatable example Ruth discussed was the Microsoft Teams rollout during the COVID pandemic. Organizations that had been planning multi-year digital transformation initiatives suddenly had to implement remote collaboration tools within weeks. As Ruth noted, “We joked about making three years of change in three months.” Of course, it wasn’t a joke but a lived reality.
The pandemic created the ultimate “burning platform” — people had to change because there was simply no alternative. However, because much of the groundwork wasn’t properly laid, the change management efforts failed to align with the organization’s goals, define what success would look like, or focus on outcomes that mattered. Many organizations are still dealing with the aftermath: thousands of abandoned platforms, inconsistent usage patterns across departments, and employees drowning in poorly organized data.
Potential Consequences of Neglecting Change Management
Ruth shared a striking example of what happens when technology is implemented without effective change management. In one organization, employees began using WhatsApp to share highly sensitive data because the official tool wasn’t meeting their needs. I’ve seen similar situations countless times — unsecured file shares, email data limit workarounds, and other “shadow IT” solutions that emerge when formal systems fail to deliver. We’ve only recently seen high-level government examples of this, with disastrous consequences.
This is a common issue in organizations, with employees favoring convenient, familiar tools over approved systems and applications. It happens because the technology was implemented without adequately considering how people would actually use it in their daily work. Every unauthorized app creates unmonitored data repositories outside enterprise governance frameworks and bypasses security controls designed to protect sensitive information, particularly in highly regulated, high-stakes industries like healthcare, finance, and government.
The consequences of these seemingly innocent choices can be severe. Each unsanctioned app represents a security vulnerability and a potential compliance violation, carrying significant financial penalties.
Fear and Inertia: The Challenges of Change
Ruth broke down the two types of communication needed in change management:
- Combating fear and uncertainty. Clear communication about what’s happening, when, and who will be affected helps mitigate the anxiety that naturally accompanies change.
- Overcoming inertia. Even without fear, people still need compelling reasons to change established habits, such as why the change is happening and what will be different. This requires effectively “selling” the benefits of the new solution.
Even technically sound solutions can fail to gain traction without addressing both these components. People either become resistant to change due to anxiety about the unknown or simply remain comfortably attached to familiar ways of working, which hinders the organization from moving forward. There may also be a serious lack of understanding about how things will be better going forward.
Defining Success Before You Start: Technology Fits for Purpose
One crucial point that emerged in our discussion was the importance of clearly defining what success looks like before the project begins. Too many organizations launch technology initiatives without a clear vision of the desired outcome. Before selecting any technology solution, clearly articulate what business outcomes you’re trying to achieve.
By starting with well-defined goals and success criteria, you can align your technology implementation and change management strategies toward achieving those specific outcomes. This clarity helps ensure that your technology solution is truly fit for purpose, whether it’s cost savings, better customer experience, or business efficiency, rather than just technically impressive. Without adequate change management, you risk implementing a technically sound system that nobody effectively uses, which can result in project or cost overruns.
Three Recommendations for Effective Technology Implementation
Based on my conversation with Ruth and my own experience working with organizations implementing technology solutions, here are three concrete recommendations:
1. Define Your Outcomes First, Then Choose Your Technology
Technology should serve your business goals: Ask detailed questions about how people will use the system daily, what problems it needs to solve, and what successful adoption would actually look like. Use these insights to shape your requirements and implementation approach. And make sure you’re investing in technology that doesn’t force you to work in a particular way — the tech should always be flexible enough to fit within your business processes, not the other way around!
2. Budget for Change Management From Day One
Change management isn’t optional — it’s essential for realizing your technology investment’s value. Allocate at least 15% of your project budget specifically for change management activities, including communication, training, and engagement initiatives. This isn’t a “nice-to-have” element; it’s directly linked to whether your project delivers its promised benefits.
3. Engage End Users Throughout the Entire Process
“When you invest in change management, you’re investing in your people,” Ruth said. Don’t wait until implementation to involve the people who will actually use the system. Engage representatives from all affected stakeholder groups from the planning stage through implementation and beyond.
In addition, when you ask for input from people throughout the organization during a technology implementation and getting feedback and engagement, you communicate that they matter. Create feedback channels where users can share what’s working and what isn’t. Not only will this improve your solution’s fitness for purpose, but it will also build psychological ownership among users, making them champions rather than resisters of change.
Learn more on how to drive employee engagement and increase technology adoption.
Change Management as an Investment in People
Remember, people are at the heart of every technology implementation. When you invest in change management, you’re investing in your people — and that always pays dividends.
This idea resonates deeply with me. Even the most sophisticated technology solutions ultimately depend on humans to make them effective. By prioritizing change management, you’re acknowledging this fundamental truth and setting your technology investments up for genuine success.
Check out more episodes here: The Tech Edge — Ticker