Okay, here’s a question for you: How likely do you think your next technology roll-out will achieve a score of 89% when it comes to your stakeholder understanding (and embracing) key messages? Oh, and keep in mind the new technology, coupled with new processes, will span nearly 1000 people over 175 locations. Sound impossible (or, highly unlikely)? Well, the good news is that it can be done!

That’s why we’re thrilled to have Nekolina Lau, Director of Communications at ATB Financial, who shares with us how she exceeded all the ambitious adoption-related targets for rolling out a new oboarding technology and related processes.

On this episode of The Swear Jar, Nekolina shares with Elizabeth and me her inspiring story while highlighting practical and actionable lessons that all communications professional can learn from. Topics we touched upon include:

  • Working with an adoption team
  • What and when to measure adoption
  • Concerns of end-users (and acting as tech support)
  • Fitting a new adoption initiative into a wider transformation
  • What happens when new technologies overlap with existing technologies
  • The three P’s of success (Plan, Partner and Prepare to Pivot)
  • The three R’s to avoid (Resistance, Retreating and Refusal to drive results)

Episode Index

  • Project goals and KPIs 2:00 
  • The organization context 7:00
  • The roll-out and range of stakeholders 10:35
  • Sources of resistance and addressing them 15:50
  • Some items of interest 21:45
  • Key do’s and don’ts 22:50
  • Results 27:10
  • Summary 31:32
  • The Gold Quill 34:40
  • What’s caught our attention 38:45

ABC Resources Highlighted in this Episode

Other Resources Highlighted in this Episode

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