---
name: change-and-adoption
description: Gets people to actually use what was delivered — stakeholder analysis, communication, training, resistance, and measuring adoption. Use this to plan a rollout, recover an implementation nobody is using, handle resistance to a change, sequence communications, or work out why a technically successful project changed nothing.
---

# Change and adoption

The characteristic expensive failure is a system delivered on time, on budget, to specification, and
not used. The project succeeded and the investment did not.

## Map who is affected and what it costs them

Stakeholder analysis usually stops at influence and interest. The operative question is what each
group **loses**: status, autonomy, expertise that took years to build, a workaround they were proud
of, or simply a routine that worked.

Resistance is almost always rational from where the person stands. Treating it as ignorance produces
more communication aimed at the wrong problem, and confirms to the affected group that nobody
understands their work.

## Communicate in the order people need

The sequence that works is why, then what, then how, then when — and organizations reliably lead with
what and when, which is the project's perspective rather than the audience's.

State what is changing for **this** audience specifically. A general announcement is heard as not
applying to anyone in particular.

Be honest about costs. A change presented as pure benefit, where the audience can see the cost, loses
the credibility needed for everything said afterwards. Naming the downside is what makes the upside
believable.

## Local credibility beats hierarchy

People adopt what respected colleagues adopt. A message from an executive establishes that the change
is sanctioned; it does not establish that it is sensible.

Find the people others actually ask, involve them early enough to influence the outcome, and let them
carry it. Involvement after the decisions are made is recognized as decoration and costs more
credibility than it buys.

## Train at the moment of use

Training delivered weeks ahead of availability is forgotten. Deliver close to go-live, in the context
of the real work, with support available in the first days when everyone hits the same three
obstacles.

`people:learning-and-development` covers building durable capability; this is landing a specific
change.

## Measure adoption, not deployment

Licenses deployed, accounts created and sessions logged measure nothing about whether the work
changed. Measure the behavior: is the new process being followed, is the old path still being used,
have the outcomes moved?

Watch for the workaround. Where people have quietly kept the old spreadsheet, adoption is nominal —
and the workaround is data about what the new system fails to do, not merely non-compliance.

Adoption is the mechanism by which `pmo:benefits-realization` becomes possible; without it there is
nothing to realize.

## Sources

`references/sources.md` in this skill lists the outside authorities that settle the questions
here — what each one is authoritative for, and what you may do with it. Check them before
answering on anything they cover, and cite what you used. Most are free to read and not free
to reproduce; the use note on each is binding.

## Never

- Treat resistance as a communication deficit without asking what the change costs.
- Lead with what and when instead of why.
- Involve influential users only after the decisions are made.
- Report adoption from deployment statistics.