We need to understand why users may be unwilling to use our new help desk and address their fears from the beginning.
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Fear may seem like a weird thing to talk about in the context of a software rollout. The truth is that most of your end-users are generally not excited about your new software. Instead, they are worried that it will make their jobs more complicated.
Imagine a user as a scared bunny rabbit and the new help desk software as an angry bear with big bear claws. They not excited to hear that there’s an online centralized repository for their support requests, instead, they have a hodgepodge of irrational fears swirling around in their head, such as:
Long waits – right now I can call in or stop the IT office and get immediate assistance. Will I still get the same level of personalized attention and speedy service?
More passwords – oh gosh, here’s one more password I have to remember.
Extra steps – why should I have to take an extra step to make YOUR job easier.
Black boxes – I’m not comfortable sending my request into some black box where it disappears. How do I know that you’ve received it?
Big Brother – are you going to be comparing my volume of requests versus my coworkers or are you going to report to my boss that I really didn’t know how to use Microsoft Office as well as I claimed on my resume?