Lessons re-learned
New technology systems. Often the subject of much scrutiny and dissatisfaction. Why? Often times the group implementing the new system does not consult those who will ultimately use it on a regular basis before they launch. The implementors may offer training classes, but they don't acutally ask for feedback.
The NY Times (registration required) outlines the consquences of this kind of approach in a recent article about the San Jose Police Department: Wanted by the Police: A Good Interface.
The take away? If the IT group brings you to the table early in the process, make sure your communication approach involves appropriate feedback channels, stakeholder management, and involvement activities--before you ask employees to start using the system.