To drive adoption with enterprise social platforms, I suggest companies provide “drop in” tech support desks that are specifically designed to help answer social platform questions. The company should strategically place the desks at areas that are convenient for the employee, such as by a coffee kiosk, so that the process of adopting a new product is enjoyable. Additionally, the tech support desks should have a screen name that employees can email to begin a live chat for tech assistance – this provides immediate and helpful tools.
Seamless integration is the goal, but making it easy on the employee is also important – it will lessons resentment and frustration. Having drop-in sessions work…we know this because we attend our professor’s office hours. When people want to be successful, they seek the help they need, and if employees want to continue their rate of production with work and need to somehow adopt the platform, they will go to these desks. Having different personality types to work at the desks is key, because an employee who is asking for help wants to be easily understood and not embarrassed they are asking for help. The employee should not feel this adopting is daunting and all about “technology” because that will detour people from happily accepting the product, so having great personalities work the tech desks is key. The point of the desks is not to relay information about how the technology works – it is designed toe explain how the employee works within the technology.