I was recently invited to tag along at three large scale technology implementation projects in existing facilities.  On these trips I went with the purpose of observing and assessing the end users perception on how we impact workflow and process, rather than evaluating the technology itself.  My goal was to see how effective, or disruptive, systems integrators can be when implementing new technology, seeing firsthand what assumptions we make and what lessons can be learned.  I was observing the “human challenges” of training and implementation.

I got a dose of reality and took away a heightened sense of how we (technology lovers like me) tend to increase employee stress levels, add tension and cause conflict within their organization when we fail to properly engage the end users during system training.  I found that we often do more to intimidate, than educate.  In one case the new technology actually shifted the balance of power within a department as the experience of the traditional methods became less important when compared to those having knowledge of the new technology. I’ve learned that we have no proven methods to measure (facts/data) our performance on the implementation and training piece.  I’ve learned that even the best technical implementation teams often don’t know exactly what the customer was promised… and that can be a big problem.

Here’s a list (in no particular order) of the most common and overlooked issues brought to my attention by some very high-level end users, and then some suggestions from this organization’s best and brightest members on ways to improve performance.

Problems/Concerns/Issues:

1. Integrators overlook that a significant percentage of end users/operators didn’t ask for this new technology, don’t want to learn anything new and prefer you not be there.  Your presence can be seen as an undue burden and the new system as a disruption to their existing methods and workflow.
2. Many of the system operators don’t share the same enthusiasm that the final decision-maker did and believe that the expense of the new technology could have been redirected to something they feel is more worthwhile to their job.
3. You disrupted the process and workflow that they have spent years learning and perfecting (in their mind) and could possibly expose weaknesses to their co-workers.  Most end users are not clear on the intention and purpose of the new system prior to them actually using it, which makes them skeptical from the start.
4. Some feel that technology is being forced upon them and will resist proper learning.  You have a portion of the end users who prefer to stick with the older technology (in some cases none) as they felt comfortable with it.  In these cases, the techno-speak needs to stop and make a shift to the human elements and benefits that will have a direct and positive impact to them clearly communicated.
5. Even when end user “technology implementation teams” are formed to help with the integration process, that doesn’t mean the systems operators had input. We often deploy technology that creates a new measure of accountability, so we should expect that some system operators may resist learning in an attempt to discredit the systems effectiveness.
6. There still remains some skepticism that the traditional AV and security integration companies have the proper knowledge and expertise to work at the server, cloud, or enterprise network level.  This creates a sense of uncertainty for IT personnel, which seems to filter down to the end users/operators.
7. Our passion for the technology doesn’t always translate well to the end user.  They are often confused by our overuse of techno-speak and find it to be more harmful than helpful when doing end user training and orientation. This makes them uncomfortable which leads to resentment.  Good technicians and project managers don’t always make the best trainers.
8. All three venues mentioned wanting short video clips for common operator settings, start-up commands, getting back to the main menu, default settings, etc.  They want these videos done using their terminology, not yours.  They don’t like constantly calling your customer support even more than you don’t like them calling.  They prefer to be trained and supported by someone who understands their workflow and processes, someone who has done what they are doing, or someone who can easily relate to the situational procedures and challenges they face.

Solutions and Advice (from the best of the best at NSCA):

1. Little operational issues can easily become big problems when the end users have a lack of training, or a reluctant attitude towards the new technology.  They want to be left with very clear procedures and support materials to guide them through the situations that arise after you leave.  The key to this is establishing a great rapport so that while you are still present at the facility they have run through every scenario and demonstrated proficiency in a friendly and comfortable setting.
2. When the Integrator walks away from the installation – the training is complete we are all thinking, “Whew! Now they’re all ready to run with it.”  At the same time the end user is thinking, “Yikes!  Now I’m supposed to be able to run with this?”  One extra “we all good to go?” might be the difference in numerous call backs.  Stick around just a little longer if you sense this.
3. Frankly it’s not really possible for a systems integrator to train a user to the level required to truly use all the functions/features/power of the system they just bought.  The magic comes when they can get the real “power-players” in the facility own the system and drive the changes and trainings required.  It’s a partnership and a transfer of knowledge in both directions to make a truly successful installation.
4. Schedule a follow up systems optimization day.  This is an opportunity to follow up with new customers and get in touch with existing ones, and do a day watching their workflow related to their system.  This gives us the chance to provide feedback on what functions they use and don’t use, and further bond with management and key staff.
5. The “non-product specific” services we supply make us memorable.  Try doing that with different service models and consulting offerings.  Wrapping products into services which can be a key user satisfaction factor and combine this with pointing out the advantages of the solution they purchased for driving add-on business opportunities.
6. Most integrators operate on the belief that once we sell & train it we leave and think that a simple system checkup (basically doing nothing) once per year is good.   Using the opposite approach can differentiate your business and show your customers that you really care about them.
7. From a training side – it’s all about how you say it and train it – use their words whenever possible.  Find a key champion on the team and in leadership – sometimes we pick the grouchiest systems operator and target him/her to be the biggest fan – give them tools to make their jobs easier.  Set up a schedule for follow up site visits after the implementation
8. Always provide your key decision maker/ buyer the ammunition to prove to their peers that their purchase gained ultimate value – ROI or improved outcomes.  This is after the implementation is done but it really does make a difference to them that you are wanting to assist them with it.
9. From a cost perspective – the hard part is valuing the relationship and loyalty, so how much overhead do you use to provide the services because not everything can be accounted in a project – there is always a limit to what they will pay for (high value).   That is an on-going evaluation.
10. Work as hard as you can to have the entire end user operations staff in place and trained well in advance so that the day of “Go Live”, they are into it big time… this is key!  Also have the staff responsible for holding their team accountable for knowing and using the system present whenever possible during training.
11. Communications; up and down the entire client team is the biggest “human challenge”.  From the first meeting to hear what they really want, so everyone can see and remember from the onset until the final assessment.  Involve PMs and IT people in the bid process, initial site visits/meetings for large projects, and get their buy-in and sign-off on the smaller projects as well.
12. Equip them with easy to use and easy to access video clips.  Better yet, have one of them help produce and record the video.

“Tell me, I’ll forget. Show me, I’ll remember. Involve me, I’ll understand.”
I’m not sure who said that but it seems to fit pretty well here. CW

It seems each day that systems integration companies with a traditional or even a unique scope of services are moving closer and closer to competing with one another.  You see more examples of how network connectivity and the integration of new digital applications are driving this.
 

But that’s not news.  What is news is the code-driven work that previously excluded many integration techniques now allows us to apply disparate ancillary technologies and systems to improve the overall functionality of life safety and communications systems.
 

We are doing a couple new things you should be interested in.  One, we are advocating for the use of new codes that have these provisions to be adopted by municipal and state code official and authorities.  Two, we are reaching out to systems integrators to help them explore new market opportunities in an open and unbiased format in which we create dialog on the risk-reward and/or partner-expansion models.
 

Our industry is standing at the doorstep of a huge business opportunity.  Unfortunately the majority of integrators are uninformed of the impact it could have on their business.  Most are predisposed to believe that this doesn’t apply to them.  And that might be true, today.  Like many of the technologies (take IT as an example) we used to say doesn’t apply to me, well we all found out that things change.
 

Please join us at our MNEC symposium.  Whether or not you do just fire alarm, security, commercial or professional audio video systems… these information exchanges will be very strategic, educational and well worth your time.
 

I know what you’re thinking, stay focused.  And in many cases that may be your conclusion and what is best for your business.  If that’s the case we can show you how to stay focused and still be a part of the opportunity through partnering.
 

CW

Life safety is a growing concern for everyone. Before the Columbine tragedy in 1999 we seldom, if ever, heard of school shootings or domestic terrorism. Now we come to expect it. Just last week we had at least two college campus evacuations and a high school shooting where the incidents barely made national news.

This problem, along with other needs to effectively communicate with large groups of people isn’t going away. Being prepared for emergency situations is top of mind for nearly every building official responsible for campus safety and security. The one thing we have all concluded is that mass messaging (text and email) alone isn’t enough.

Our industry has the technology and capability of saving lives by improving the systems in healthcare, school and university settings. We can assist in the risk assessment process, we can design systems anticipating the threats and we can integrate effective solutions to provide warning on impending threats.

Unpredictable weather is another factor. It too doesn’t seem to be improving. Early warning combined with intelligible audio messages can make a huge difference. Schools are building rooms using FEMA funding to provide a safe haven for students and faculty.

Combined, these factors have made life safety system integrators a key partner in protecting our schools and hospitals. It puts a new meaning to mission critical for many of us. It gives many of our member companies a higher sense of purpose and greater responsibility when choosing to be in the life safety business.

NSCA members are rapidly exploring this aspect of our industry. Many do so through a complete systems solution, others through partnerships with audio or fire/life safety companies. I make it a priority to engage our members in conversation about this aspect of the industry but never suggest that it’s a good fit for everyone. I will say though that at least 90% of our members could have a significant role in some aspect of this rapidly growing sector.

Professional and commercial audio expertise will be a much needed element of a system. Understanding the fire code will be necessary. The knowledge of combined systems and applications will be so important.

NSCA landed on using the abbreviation “MNEC” to describe the concept of mass notification and emergency audio evacuation systems. It doesn’t define what, where or how the emergency situation is originated, but rather it defines how we can use an integrated solution to quickly and efficiently make the situation better for those in harm’s way. Clear, understandable and reliable messages using a combination of audio and visual signaling methods can make a big difference.

I encourage you to stay informed and be aware of how your company might join this industry segment. CW