Have you ever been in a conversation with a group when one person says “But I am not tech-savvy.”  Some of us may remember using green ledger paper to track data, push pins on maps from Triple AAA to mark the referral demographics, rolodexes for our business cards, etc. Technology has brought more growth to our world in the last 20 years than all previous years combined. I hear my friends lament that if they can’t figure out the latest device, they will call upon their grandchild. Little Timmy is “a whiz with this stuff.”

Embracing New Technology

When a company brings technology to their processes, there are those who embrace it fully. They are on board for the challenge. But it seems that there are always a few who are afraid to take the leap. It is not always a question of “Who Moved My Cheese” from the popular leadership books and videos twenty years ago. There are some folks who may truly not believe that they are capable of learning new technology. They have performed the duties of their job in the same way for so long that it just became comfortable. So as the new implementation begins, they miss training sessions, are “too busy” for assignments, “can’t make it” to interactive live training, etc. Why? They may have an underlying fear of failure. No one wants to be embarrassed in front of others or look as if they are not at the top of their game. The hurdle for management may not be the implementation of the new technology but the implementation of confidence.

Technophobia is the fear or dislike of technology or complex devices, such as computers.

How can management help those who are technophobes become technophiles who embrace technology?

•      Acknowledge that change is hard. You appreciate that they are making the effort. “I hear you.”  Give some examples of similar scenarios that folks can relate to, particularly if it humanizes the experience in such a way that the staff can know that the leadership has had the same experiences and emotions.
•      Be sure to note how much technology we are all using every day without even thinking about it? Smart phones, even those that open doors and have cameras connected to home security systems,  Keyless entry for our cars, Go-Pro cameras, downloading the vacation pictures to Shutterfly, connecting with a physician or hospital patient portal of the EHR to check appointments, lab results, online banking, social media, etc.  We are using technology every day without much fuss. But when we are asked to learn new technology, it is sometimes perceived as more of an assignment than an opportunity.
•      “What’s in it for me?”  Remember that you want buy-in, not resentment from being forced to be a part of the “new management thing”. Make sure that employees know why a process is changing. Focus on the shared vision and goals. We are implementing this new process or software to help us reduce the number of errors, or increase our efficiency with X, increase our turnaround time so that we don’t have to repeat our steps, etc. Enlist those who do embrace the challenge or who have worked with the new technology to become the ambassadors or coaches to those who are more reticent. An example in healthcare is the use of Eligibility Verification services or software. Using a software program yields quicker results, saving time on hold with the insurance carriers. Results are easily uploaded, saving time and paper from having to run to the copier.
•      Create a learning atmosphere. Encourage folks to get training as appropriate for them. Individual training may work for some. Others may prefer the group setting. Online vs. live training. Make it fun. Offer food, celebrate the accomplishments, and acknowledge that it is sometimes a beast.
•      Recognize that in the end some folks just won’t be along for the journey. They will either exit on their own or management may have to address it. Is it a situation where the employee needs a coach or mentor, some personal encouragement, a little more training or is this a dead end street? If so, is there another career solution for this individual?

Technology is driving many industries but healthcare is at the top of the list. Just like learning to ride a bike for the first time was scary but then exhilarating, embracing technology may be the new parallel. Just remember… you’ve got this!