[If you missed part one of this article, you can read it here]
I recently spoke with a Programme Manager of a large multinational bank, who was in charge of rolling out social collaboration to 120,000 users globally. They had a few teething issues, one of which came from users not understanding how to use it. Not that they didn’t know how to ‘like’ a comment, it’s about understanding how to use it at work. One user asked “is this official?”.
What happened here is an example of rolling out the technology without managing the change in behaviour. Instead this change was expected.