You’ve Just Implemented EMMA. Now What?
One of the final components of an EMMA implementation is an onsite training where Reps and Admins come together to get trained on how EMMA will be used on a daily basis. While this training may signal the end of an implementation--it is just the beginning of a larger cultural shift. In talking with leadership one common question I always get asked is: “So we’ve got EMMA deployed. Now what?”. Like most software, EMMA is not an application that can simply be dropped into an organization. Keep reading to learn three best practices to reinforce user adoption for several months after deployment.
After an implementation the very first thing I always encourage locals to do is to communicate their expectations about how EMMA should be used.
Some things to think about are:
Are Reps expected to file grievances in EMMA?
Are Reps expected to re-sign existing members?
Should Reps verify the accuracy of all member addresses in person?
Are Admins expected to monitor the change-log on a regular basis?
Not every local chooses to use all the functionality in EMMA right away. As a matter of fact, I have found that locals have much success with the “slow and steady” approach of adopting EMMA practices.
Whatever your expectations around EMMA are, make sure that your Reps and Administrators are on the same page. The easiest way to do this is to set clear expectations by communicating them either through email, break room flyers, or team meetings (try all three). Your reps can’t be held accountable if they don’t know what your expectations are.
Set Attainable Goals to Further Define Expectations
Setting attainable goals for your team is one of the easiest ways to motivate your Reps and Admins to use EMMA. Without knowing exactly what measures are being used to determine the application’s success, it is difficult for users to understand exactly how they should be using the application.
Some common examples of goals include:
For Reps, logging ten contacts per day
For Reps, updating five addresses a week
For Reps, resigning 20 existing members each month (I always recommend this goal, because it opens the dialogue around ABC contributions but also helps users get comfortable with the application in the first few weeks)
For Admins, verifying the change-log twice a week
The goals used to measure success are ultimately up to the leadership of each individual local. However, these metrics should be determined well in advance of any completed implementation. As soon as you know that you’ll be taking the next step with EMMA you should start thinking about what success means to both you and your organization.
Once your organization has set some initial goals around how users are expected to interact with EMMA, the next step is to decide how to provide feedback on goal attainments. The Daily Report in EMMA is a great tool to use for this. Did you know the Daily Report can show metrics across multiple days, weeks or even months? Some important information you can get out of the Daily Report includes the number of contacts logged, number of applications signed or number of grievances filed. Some locals have success establishing “EMMA Leaderboards” where reps can see how they’re performing compared to their peers. However you choose to approach it, users who are going above and beyond their expected goals should be acknowledged and others should be given the extra coaching they need to succeed. The Daily Report in EMMA will help you provide this feedback to users.
We hope this post has provided some info on what to expect after you implement EMMA within your Local. Do you have any other tips to increase user adoption or help smooth out the change of adopting a new technology? Leave a comment below with your thoughts!