In IT, implementing changes, whether moving to a new server or updating a system, is essential but often met with resistance. The ADKAR model—Awareness, Desire, Knowledge, Ability, and Reinforcement—can transform your approach to change management, helping to align your team and make transitions seamless.
Awareness is the first step to successful change. For most users, change feels unnecessary and disrupts their usual workflow. To counter this resistance, clearly explain the reason behind the update. For instance, let’s say the team is moving data to a cloud-based system. Explain that the current servers are outdated, and a move to the cloud will enhance security, prevent data loss, and make work easier in the long run. The goal here is to ensure everyone understands the importance of the change from both an organizational and personal perspective.
Once your team knows why the change is needed, it's crucial to cultivate a genuine desire for them to embrace it. Start by explaining the risks of inaction, such as potential security vulnerabilities or inefficiencies, but go further by focusing on the benefits. Paint a picture of a post-change world: imagine accessing files seamlessly, faster network responses, or increased flexibility while working remotely. When users understand how the change can improve their work life, they’re far more likely to support it.
The Knowledge step involves preparing your team to handle the change. Give clear instructions on how the new system or process works. Offer multiple resources for learning—guides, FAQs, and in-person demos—so everyone feels equipped to use the new tools without frustration. This step requires attention to detail because complex changes can often leave users feeling lost. An email or quick video isn’t always enough; set aside time for live training sessions where employees can ask questions and get hands-on experience.
While knowledge is important, ability is about practice. Without practical, hands-on experience, most users won’t feel comfortable with the change, even if they theoretically understand it. Provide a test environment if possible, allowing employees to “try out” the new system. For example, a mock SharePoint site can let them practice saving files, renaming folders, and navigating the interface. This not only builds familiarity but also prevents the classic Monday morning panic when they try the new system for real.
Even with thorough preparation, reminders are crucial. Reinforcement helps prevent users from slipping back into old habits. Remind them periodically—through follow-up emails, messages, or mini-refreshers—how to use the system and why it’s essential. Consider checking in with them after a week or two, and reiterate the “why” and “how” to ensure that the change is sticking.
The ADKAR model anticipates and addresses user concerns at every stage, from understanding to adopting. By following these five steps, you can move from being seen as the “surprise IT” team to a group that brings valuable, understandable, and manageable improvements to the organization.
Implementing ADKAR will empower your team, creating an environment where change is seen as an opportunity, not an inconvenience. So, the next time you’re facing a big IT change, lean on ADKAR to guide your team toward a smooth, successful transition and solidify your reputation as a true IT hero.