This blog is driven by the ideas and conversation in the Steve and Marijn Podcast EP84: Spirit of Barcelona Tapes Matured Knowledge check it out.
Your company just announced that it will be making a shift from your current business solution to Microsoft365. The change - including new features, processes, and workflows - will touch every employee in the company.
As a manager, you and your team are excited about the change. You know that this shift will bring great new benefits to your workflow and increase your productivity (and profitability) - but you also know that there is a learning curve with any change.
Without the right training and knowledge in place, your team could be set up for failure.
That's why, as you begin to prepare for the transition, it's crucial to think about how you will ensure that everyone has the knowledge they need to make a success of the change.
You need to take your passionate desire to learn and turn it into KNOWLEDGE.
It's About What You Know
Knowledge in the ADKAR model is all about training and ensuring that people are ready for the change. This includes understanding what they need to do and preparing for the change.
It's easy to describe knowledge as training, but you need to bring in the desire to want to learn (the D in ADKAR). After making users enthusiastic about change, a holistic learning program shows the organization’s commitment to supporting the change.
Knowledge can take many forms:
● formal training programs,
● job aids and reference materials,
● cheatsheets and quick guides,
● eLearning modules or videos,
● webinars and podcasts,
● train-the-trainer programs,
● change champions or buddy programs.
The key is to find the right mix of knowledge transfer methods that work for your team, your company, and your change.
For example, if your company is shifting toward utilizing Microsoft Forms for all new customer acquisitions, you'll want to make sure that everyone understands how to use the tool. This will likely require some formal training for those who are unfamiliar with the software.
But you might also want to create a quick reference guide or cheat sheet for those who are already familiar with Forms but need a reminder of the new process.
The same is true for a larger system such as Sharepoint. Some users will need comprehensive training, while others might just need a quick walkthrough of the new interface.
The important thing is to make sure that everyone has the knowledge they need to make a success of the change.
Creating a Knowledge Strategy
When it comes to knowledge transfer, one size does not fit all. The best way to ensure that everyone has the information they need is to create a customized knowledge strategy that takes into account the different learning styles, needs, and preferences of your team.
Here are a few things to keep in mind as you develop your strategy:
1. Not everyone learns in the same way: Some people are visual learners and will benefit from seeing how the new system works. Others are more hands-on and will need to try it out for themselves. Some may prefer to read about the change or join an online training.
2. Consider different levels of understanding: When you're developing your knowledge strategy, it's essential to consider the different levels of knowledge among your team. Some may be completely new to the concept, while others may have a basic understanding.
3. Don't forget about change champions: Change champions are a valuable asset when it comes to knowledge transfer. They can help to answer questions, provide support and act as a sounding board for ideas. Make sure your champions are also growing in their knowledge so they can be a resource for others.
4. Develop job aids and reference materials: Job aids and reference materials are essential for helping people to remember what they've learned. They can look like a quick reference guide like "How to Raise a Purchase Order within Office365" - a one-pager with step-by-step instructions and screenshots.
5. Make use of technology: There are a number of different technologies that can be used to support knowledge transfer, including eLearning modules, webinars, podcasts, and online training courses. For example, you can teach apps within Teams by using an eLearning module or video.
Making Knowledge Stick with Desire
Once you've decided on the best way to deliver knowledge, you need to make sure it sticks. When users are first introduced to the Microsoft365 solution, they might be eager to try it out and see how it can help them in their work.
But as time goes on, that enthusiasm can wane and users can slip back into their old ways of working. This is where the previous component of the ADKAR model, Desire, comes into play.
Don't simply throw new knowledge at team members - even if it's in their preferred learning style. Instead, take the time to explain how the change will benefit them and make their work easier. This will help to reignite that desire and keep them motivated to learn.
You can also tap into users' competitive nature by setting up a leaderboard or other type of recognition system for those who have completed the training. This can be a great way to encourage people to learn the new system and use it on a daily basis.
Distilling Knowledge into Ability
As you build and implement your knowledge strategy, it's important to keep in mind that knowledge is not the same as ability. Just because someone has been through the training and can explain the steps involved in a process, doesn't mean they can actually do it.
To close this gap, you need to provide opportunities for practice and allow people to put their new knowledge into action - and measure how they're doing. In the next section, we'll take a closer look at how you can do this with the help of change champions.
Knowledge Summarized
Now that you understand the importance of knowledge in the ADKAR model, let's take a quick look at the key things to keep in mind:
1. Knowledge Must Build From Desire
You can't simply force new knowledge on team members - even if it's in their preferred learning style. Instead, take the time to explain how the change will benefit them and make their work easier. This will help to reignite that desire and keep them motivated to learn.
2. Develop a Comprehensive Strategy
When it comes to knowledge transfer, one size does not fit all. You need to consider the different levels of understanding among your team and develop a strategy that takes this into account.
3. Use Change Champions
Change champions are a valuable asset when it comes to knowledge transfer. They can help to answer questions, provide support and act as a sounding board for ideas.
When you invest in a robust ADKAR process, you can ensure that your team has the knowledge they need to survive and thrive during times of change. With the right strategy in place, you can help them to move from fearful to excited about what's to come.
Want to learn more about how to distil key digital adoption techniques? Don't miss a single episode of Office 365 Distilled - the only podcast focused on digital adoption. You can also check out more great resources on Digital Efficiency, ADKAR, and Baseline Governance.
Let Steve and Marijn guide you and your teams through the best ways to use, implement, and guide the adoption of Office 365 for your team (with a few drinks along the way!)
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