The digitization of records management is a huge undertaking even for records management specialists; it can be even more challenging for end-users. How the organization fits a digital solution into the users’ daily workflows can make or break how well the switch to an electronic approach works.
We’ve partially addressed this question previously when we wrote about dealing with staff resistance to changing records management tools. Today, we want to translate some of that discussion into action. In other words, what can an organization do during the implementation of a new Electronic Records Management (ERM) system to facilitate user adoption? The key is to integrate with existing systems and workflows as seamlessly as possible.
- First, use flexible tools that can be configured, perhaps even between departments. In other words, be wary of off-the-shelf solutions that force users to conform to the system’s idiosyncrasies. Instead, use configurable solutions that can be adapted to your organization, perhaps with settings that can vary between teams and departments.
- Then, make sure the ERM can meet current needs, so it offers a complete solution. In other words, if the ERM cannot do everything the user needs it to do, there’s no way it can integrate smoothly into their workflow. Instead, it’s just going to complicate and add to it because it will require workarounds. You want to avoid that scenario.
- Finally, make sure the system is user-friendly. If it is more difficult to use than analog methods, many users will just plain not use it. We’ve written about the importance of user experience here.
Government agencies aiming to comply mandate M-19-21 (to shift to electronic records) can glean some lessons in this area from another industry that faced rapid adoption of digital recordkeeping: healthcare. Though the adoption of Electronic Health Record (EHR) systems wasn’t outright mandated, most organizations were motivated by significant financial incentives under the federal Health Information Technology for Economic and Clinical Health (HITECH) Act. A study published in the journal Applied Ergonomics researched user adoption of EHR systems to discern what worked and what didn’t.
One major finding: organizations “can’t say ‘mission accomplished’ and withdraw support quickly after adopting new EHR systems,” Kayla Banks, Ph.D., R.N., co-author of the study and Carle Health Systems’ vice president of women’s health and children’s services, told Healthcare Innovation. “There’s an ongoing need to modify workflows to accommodate increased workloads and look for iterative improvements.”
Researchers also found that organization should incorporate as much information as possible from previous recordkeeping systems. That minimizes information access problems that would lead users to go back to old methods and keep them reliant on analog methods of records management.
Interestingly, they also recommended standardization of features, function, and workflows to prevent variation, which complicates information governance and ongoing maintenance of the system. “Organizations should anticipate similar unwarranted variations related to EHR design, development, configuration, and use,” the study’s authors wrote. “These variations worsen quality and increase cost.”
About PSL
PSL is a global outsource provider whose mission is to provide solutions that facilitate the movement of business-critical information between and among government agencies, business enterprises, and their partners. For more information, please visit or email info@penielsolutions.com.