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Overview: To embrace automation, people need to understand the reasons for change. They need know the benefits, and believe the changes will make them more effective without losing stability or continuity in their daily processes. Without clear vision, adequate training, and communication, users will lack the confidence to support and implement changes effectively. Their jobs will appear challenging and hopeless, like post-Katrina rescue workers exploring New Orleans in the aftermath without road signs or phones. Automation may require changes in hardware, software, storage media, and staff IT skills, as well as shifts in approval processes to make them more consistent and efficient. Staff resources must be allocated to index mission-critical data and documents thoroughly, and to ensure information can be found quickly and easily by everyone who needs it. This article gives some practical tips to help claims staff weather the change to automation and help a company to reach its goals.
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