Not long ago, a woman running a recreation center related a story to me of supervising a 70-something who was refusing to embrace even the simplest of technologies. When the city converted to scheduling software several years ago, this long-timer refused to go along. Rather than learning the application, she secretly maintained her paper schedules. When the supervisor would tear them up, she’d pull out a copy she has secreted away just in case.
After this happened several times, the supervisor came in on a Saturday morning and scoured the entire facility to search out and destroy all these hidden duplicates. Sadly, the woman retired a couple of weeks later rather than make the transition.
While this example may be an extreme, there are managers working with tech-resistant employees every day. This resistance may come from fear. It may come from refusal to change ingrained habits. It may be the result of simply being unable to navigate the linear process that computer applications are. Regardless, it can be a time consuming challenge to get these individuals to perform to expectations. So here are three ideas that I’ve seen managers use to help these individuals come up to speed:
Establish “in-house” tech-support – While digital immigrants look at learning technology as an accomplishment in itself, digital natives regard today’s applications with the same reverence as eating and sleeping. Some businesses ask one or more young people within the organization to provide assistance to those who struggle to learn and use applications. While they still need to perform their own jobs, you can provide them with some flexibility and even dispensation to be an informal help desk. It is also important to select individuals who possess the patience and rapport to relate to individuals who are significantly older.
Create a series of instructional videos – Today’s advances in digital technology allow us to record instructions with a mobile device and post it on-line immediately. Look for patterns and which questions are asked the most and then create short videos around them. Find someone who is adept at the technology and clear and easy to understand and let them be the star. For something more polished, you might use Camtasia Studio software to create on-screen instructional segments. You can then send links to these segments to everyone. Those who need a refresher on certain techniques can go back to these links any time they need to without interrupting anyone else or even having anyone else know.
Implement an age-peer buddy system – While older workers have gotten a reputation as being technological Neanderthals, the vast majority do just fine. I’ve seen a few businesses simply ask a couple of the more patient long-timers to buddy up with those who have a bit of trouble. Sometimes working with someone of similar life experience makes learning less threatening. Interestingly enough, it can also serve as peer pressure to learn the software once and for all.
In our present environment of doing more with less, managers are feeling increasing pressure to keep everyone productive. Many long-timers have lots of experience, knowledge and insight to share. Rather seeing them leave over their lack of techno-prowess, providing some support and assistance seems a small price to pay.