Building a team of Superusers
When your organisation adopts a new system, whether it’s a customer relationship management (CRM) tool, a quality management system, or a reporting tool, it’s tempting to assign just one person to become the go-to expert. However, training more than one team member can provide immense benefits, especially for community focused organisations. By building a team of "superusers," you create a more resilient, capable, and collaborative workplace.
Here’s why investing in training multiple team members is a smart strategy:
Improved knowledge sharing and collaboration
A team of superusers brings diverse perspectives to the table. Different people will discover unique ways to use the system to solve problems and improve workflows. Sharing this knowledge fosters collaboration and ensures that best practices are identified and adopted across the organisation.Reduced risk of knowledge gaps
When only one person is trained, your organisation becomes vulnerable to disruptions. What happens if they take leave, are unwell, or move on to a new role? By training multiple superusers, you reduce the risk of critical knowledge gaps and ensure business continuity, no matter the circumstances.In community focused organisations, this is particularly crucial as your mission relies on seamless service delivery to your stakeholders.
Enhanced problem solving capacity
When challenges arise, and they will, having a team of superusers means you have more minds to tackle the issue. One person may excel at troubleshooting technical glitches, while another may shine at addressing user adoption hurdles. This collective problem-solving capacity helps the organisation adapt quickly and efficiently.Increased system adoption
People are naturally more inclined to use a system when they see their colleagues actively engaged and enthusiastic about it. Superusers often act as internal champions, encouraging others to embrace the technology. A team of well-trained superusers amplifies this effect, fostering a culture of curiosity and innovation around the new system.Stronger relationships with external support
Having multiple superusers who understand the system means your organisation can make better use of vendor support or training resources. Superusers can ask more targeted questions, share feedback from different areas of the organisation, and ensure your team’s needs are fully understood and addressed.Cost effective in the long run!
While training multiple people may seem like a larger upfront investment, it pays off over time. Superusers can take on the role of internal trainers, helping onboard new team members and offering ongoing support. This reduces reliance on external trainers and saves money in the long term.
Creating a team of superusers doesn’t have to be a complex process. Here are some tips to get started:
Choose team members from different departments or roles to ensure a broad understanding of the system’s potential applications.
Invest in training sessions to ensure your superusers are confident and knowledgeable.
Encourage your superusers to share insights and support their colleagues in adopting the system.
Acknowledge the effort your superusers put into becoming experts. This could be through formal recognition or informal appreciation.
So, the next time your organisation rolls out a new system, think bigger than a single point of expertise. By empowering multiple team members, you’re investing in your organisation’s collective strength and capacity to achieve its mission.
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