Webinar | System Admin Essentials: Navigating Change Management (Dec 7, 2022)

Hi there! I am having issues finding the deck from today. Can you point me in the right direction?

Thanks!

Colleen Kline

There was a question in the Attendee Chat about methods for gathering user feedback that we didn't get to in the 12/7 webinar. We rely on our super users to act as liaisons from their teams. Staff are more likely to share their unfiltered concerns with this trusted team member who understands the unique challenges of their team. We also administered anonmous surveys which surfaced valuable information. We analysed the results by looking for recurring themes, patterns, and potential quick wins and then identified the actions that would address the input. We just recently concluded another round of invidual team meetings and are working on supplemental training for a specific work process based on what we heard directly. We have a Workfront request queue that makes it easy for staff to submit inquires that route to our team. Maybe the best method is being intentional about always listening for opportunities and issues especially when we're not officially wearing our Workfront hat. Often feedback will surface in unexpected, organic ways. If we stay curious in those moments, we'll have an opportunity to make our use of Workfront more effective and efficient.

There was a question in the Attendee Chat about integrating office hours into our training that we didn't get to in the 12/7 webinar. We chose not to utilize office hours. One of the biggest concerns our staff shared was uncertainty about knowing how to use Workfront at go-live and training was a critical part of influencing a less anxious mentality. To help with this we wanted staff to have instant access to support. We created Teams Channels that were set up and ready to go by the time we began trainings and stayed active through go-live and the first several months of use. Each team had their own support channel that was monitored by that team's Super User as well as my team. The Super User was the primary responder and we engaged only if/when necessary. The additional benefits to having visibility into the communications was that we were able to see the common questions and concerns. We then integrated those into our WorkFront and Center communications and continued maturity.