What does it mean to be 'People Centric' vs 'Process Centric'? Reactive vs Proactive Support
Traditional change management provides reactive support as issues arise, while the Human Quotient approach offers proactive, continuous support to ease users into the system and sustain engagement.
Indicators of a ‘reactive’ approach to support include highly limited, or non-existent educational or training follow-up after initial orientation takes place. One might also expect that support is provided only after a user escalates an issue or query via a basic support mailbox or reliance on a ticketing system for raising issues are the only places a user can go for help. The resulting support may take days or weeks to materialise. There may also be a distinct lack of regular or ongoing communication after initial deployment.
Being reactive in this way allows for program momentum to be lost as users perceive themselves as abandoned or unsupported by the program, and less opportunity for skill or competency growth is made known (or provided) to users. It also demonstrates that the program could not anticipate users' needs thoroughly enough.
Rather than waiting for issues to arise, businesses can offer pre-emptive resources such as guided onboarding sessions, interactive tutorials, and a comprehensive knowledge base that addresses common questions.
By providing these tools from the start, users feel more confident and supported as they begin interacting with the new system.
Setting up dedicated “office hours” where users can drop in for real-time assistance is another effective tactic. This availability of live support allows users to address questions as they encounter challenges, reducing frustration and helping them build familiarity with the system.
Additionally, leveraging a champion network, as already discussed, ensures there is always someone nearby who can provide immediate, contextual help.
Continuous support also means regularly checking in with the user community post-launch, whether through surveys, focus groups, or brief one-on-one sessions.
