So your Big Cleaning is done. A few things have been moved around, reorganized, thrown out or added. Now everyone has to get used to the new tool and make sure the mess doesn’t creep back in.
9. Get users comfortable
Reorganizing your cupboards is a great idea, but if no one can find the salt and pepper, you’ve got a problem. Since overhauling a task support tool often means a major change in how information is organized and presented, it’s important to prepare your users for the transition.
Regardless of how you migrate from the old tool to the new (one part of the content at a time or everything at once, just a test group or all users together, etc.), you’ll need to think about training your users. Even if the information is well-organized and makes sense, and its navigation is intuitive, you can’t expect people to spontaneously know how to use the new task support tool. Explaining from the start what has changed and why will help your users get comfortable with this tool and avoid many a frustration.
10. Ensure proper maintenance of that task support tool
The better the tool is maintained, the more effective it will be in the long run. How can you make sure all that mess doesn’t come creeping back? The best way is to train those who will maintain the tool and give them the documentation they need. If decisions made during overhauling were documented properly (see Tip 7 here), it will be easy to describe in a guide how to add content, present it and keep it up to date so that the tool stays useful. But most of all, writers will need to understand why they have to apply the new work methods.
11. Think ahead
Your users now know how to use your new tool and your maintenance staff is trained and equipped to implement the new methods. It’s all good to go!
Really? Not so fast.
Despite all the trials, tests and prototypes, you’ll need time to figure out if the overhaul of the task support tool has truly hit to spot. Before crowing victory from the rooftops, maybe you’d better make sure the tools are in place to assess what’s working and what’s not. If the tool’s problems were clearly identified from the get-go (see Tip 1 here), you already know what to look for: average client response time, percentage of questions sent to a higher level and client satisfaction rate, to name but a few criteria. Regularly comparing these stats with pre-overhaul results, you can clearly measure if the overhaul is reaching its objectives and which points still need improving. This way, you can readjust from time to time to improve your tool without having to overhaul from A to Z.
12. Stay available
The task support tool overhaul may be complete, but that doesn’t mean you get to hang up your apron and put away your broom. By staying available for support and questions, you will minimize resistance to change and users’ temptation to knee-jerk back to old habits.
Providing this support will also give you the chance to see how users and maintenance staff work with the tool and if they are adequately implementing the new methods. And if you see everything isn’t going according to plan, you’ll be able to quickly tweak and adjust to get things back on track.
Keep it in spic and span
It’s true: housekeeping is never done. But once your Big Cleaning is complete and everyone knows where to find what they need, picking up the house as you go will keep it in order and put off a little longer the next time you have to empty your cupboards and closets.