standards, and requirements to which to adhere. The key here is to
identify how work is actually made easier by focusing on a lack of
rework (as when the wrong information is provided), reduction of
redundancy (eliminating multiple requests for the same informa-
tion), and improved access (when knowledge can be found faster
with less waiting for a response, like a call back or a return e-mail).
One of the best ways to do this is through demonstration projects,
testimonials, and success stories. When potential users see others
using the new system with no problem, they are more likely to
believe that the hassle factor will not be an issue for them.
Impossibility
“It can’t be done.” “It will never work.” We hear this whenever
something new is introduced. Negative attitudes, seeing failure
before you even get started, can be disastrous to a knowledge
management initiative. It’s a mistake to think that these attitudes
are entirely based on a desire to avoid something new and different.
Often there is some truth in these feelings, likely the result of pre-
vious efforts that either were poorly conceived in the first place or
were good ideas that were poorly introduced into the culture.
While positive communications can significantly counter feelings
that the project is going to fail, one of the best strategies is to select
individuals and groups who are predisposed to a successful out-
come. These “early adopters” tend to be more accepting of new
ideas. They are first to try out new technologies, and they are the
first to get on the bandwagon of new ways of doing things. How-
ever, early adopters can also be early rejecters. So in the early
stages, care must be taken to avoid people and groups who focus on
fads or who have short attention spans. Instead, try to select peo-
ple and groups that have a history of trying out new things and, if
proving useful, sticking with them. Look at how they reacted to the
introduction of new systems in the past. Look at how well their
managers promote new work processes and whether or not these
new approaches have been incorporated into the work culture. Use
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