- Differences between Adoption services at Cisco - Cisco's simplified approach - Common deliverables
Figure 5: Technical adoption services versus user adoption services
User Solution Empowerment is considered an Adoption Service at Cisco, but it differs from an adoption service, in that the IT organizations interact with Cisco® experts after their purchase in many ways. (See Figures 5 and 6).
Figure 6: Types of Adoption services roles
Customers are often familiar with a technical adoption service, as they interact with the software support specialists seen in Figure 6 constantly during their onboarding process. Yet, they’re often not aware of the adoption service that focuses on change management (i.e. USE), and how it can improve how users use the technology because it is an additional add-on service that requires extra budget and approval.
USE consolidates all the aspects of an effective change management approach seen in (Figure 7).
Figure 7: Cisco change management components
Deliverables of a successful USE engagement include the following in Figure 8.
Figure 8: Common deliverables in a USE engagement
Emails, QRGs, training, and any sort of visual aid are the most effective deliverables for multiple reasons:
Common deliverables that are usually left out of the beginning of an engagement include:
The reasoning behind this is that companies often assume that the primary deliverables (i.e. emails, QRGs, training) are sufficient enough to influence the majority of people to properly use (and continue using) the new collaboration technology. However, what many business executives find is that end users are much more resistant and need more assistance than expected. And when this realization occurs, these other deliverables are often added to provide the necessary support.
One other thing to consider from a change management perspective (and what many IT organizations doing this on their own fail to recognize) is discovering how people best learn. Ahead of creating any collateral, USE teams always assess an organization’s current way of working and learning.
All the collateral that is created for customers is based on the behavior of the people and not necessarily the technology. Thus, to suit all types of learners (i.e. visual, kinesthetic, and auditory), USE teams often create several types of collateral in different formats so that end users can extract the same opportunities for learning.
