Lots of feedback is a GOOD thing!
A client in the middle of their AMS implementation said to me: "I'm getting a LOT of feedback from staff about what the system can and cannot do. Is that good or bad?"
My response: "Feedback means they're actually in the system and using it! That's a good thing."
Feedback is almost always a good thing, as long as it meets these conditions:
- it demonstrates an understanding of how the system works (i.e., the feedback isn't "How do I do X?")
- it is constructive (e.g., "It would be better for the member if we could do X here.")
- it is given in the spirit of improving processes and not just complaining (i.e., it is NOT something like "Our old system did X much better than this one does.")
So if you're getting a lot of appropriate feedback from your users as you implement a new system, thank them and encourage them! Feedback means they're using the system and thinking about how to improve it.
Wes's Wednesday Wisdom Archives
Beware the automated “How did we do?” trap!
Beware the automated “How did we do?” trap! One of the downsides of technology is […]
Hindsight is 20/20
Hindsight is 20/20 I’m currently working with a client that is moving from their legacy […]
Cheaper now; costlier later.
Cheaper now; costlier later. Most of my clients are very cost-conscious, understandably. After all, who […]
The unified shopping cart: Dreams vs. reality
The unified shopping cart: Dreams vs. reality One of the more common requests I hear […]
Don’t forget to celebrate!
Don’t forget to celebrate! Truth be told, I’m not a big celebrator. (Maybe it’s because […]
Three thoughts on duplicate records
Three thoughts on duplicate records Duplicate records are a reality in any database of any size, […]
Please don’t do this…
Please don’t do this… I’ve noticed a trend among online retailers that I want to […]
AI is perpetually patient
AI is perpetually patient My friend and colleague Noel Shatananda of fusionSpan was providing me some […]
User adoption is (almost) all that matters…
User adoption is (almost) all that matters… I was speaking with an association recently about their […]
When “overcommunicating” becomes overwhelming
When “overcommunicating” becomes overwhelming There is a common belief in project management and general business management that overcommunicating […]