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Matrix
– Schering Software Booklets – Success Story
Challenge
Schering Plough, a large pharmaceutical company located in NJ has an IT
department within its Research Institute. They are responsible for purchasing
software systems and modifying them to the Institute’s needs or developing
custom written software to handle many of the stages of a drug trial. As a
Matrix consultant at the Research Institute I was part of a newly formed
small in house marketing team who created communications targeted to
enhancing relations between software developers and the user community.
Users of this division’s software systems were very reluctant to switch to
new systems. The pressing question that our content had to address was: How
do you get users excited about switching over to new computer systems? We
developed a 3 point strategy of providing information, education, and
electronic handholding!
Solution
A new system compared to the current one can be confusing to learn and users
always fear a downturn in productivity while changing over. Our group read
through the current manuals and found them too technical. For one recently
implemented system I had written a user guide that was illustrated with easy
to understand screen shots and stayed away from technical jargon. It was an
improvement, but users commented that it still scared them to have to learn
to go through all those steps to familiarize themselves with the system’s
functionality. One user I interviewed said she had enjoyed our software
brochures that we had included in the recent expo packet.
That provided me with the inspiration to suggest we create software
“booklets”, guides that went more into detail than our brochures but weren’t
really manuals. The goal of these booklets would not be to step the user
through every function, but to sell them on the system and how it could help
them do their job more efficiently. We would highlight the parts of the
system that achieved that benefit. At the end we placed a call to action
saying that to receive the full benefit of the system, the reader should
attend the upcoming training sessions to learn how to use all the system’s
functionality.
Results
We produced our first booklet for one of the less complicated systems and
distributed it to the group of users who were going to be beta testers. They
received it before they had any hands on with the system. It helped them to
understand the benefits this system would provide thus making them eager to
try the new system. They commented that the booklets were easy to understand
and took the fear out approaching an unknown. A week prior to the actual
implementation, we distributed the booklets to all the users and the training
center reported reservations for training sessions had increased by 70% over
the last system installation. The department manager was delighted to
discover his staff no longer feared new technology. He felt it was due to our
unique concept which had eased the transition thus helping users get up to
speed more quickly.
View the Docman system booklet
View the Pharampay system booklet
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