Introducing a complex technology into a large organization may require years of consistent effort and the involvement of virtually everyone in the organization. More important, the greatest difficulties associated with institutionalization often stem from the natural tendency of humans to resist change. Resistance levels can, to some extent, be influenced by the four developer factors previously described. It must be remembered, however, that some resistance will be encountered when institutionalizing even the most useful, well-designed, and complete technology packages. Managers and others responsible for the technology adoption effort are often surprised when they encounter resistance despite their best efforts.
Resistance is a perfectly normal reaction in humans.
It is a part of the human survival mechanism to view the unfamiliar or unknown with suspicion and to trust that which has been proven by experience. There also is an inborn response that avoids repeating behavior that has resulted in pain or other negative consequences. Since humans can share experiences vicariously through communication, their experience base is quite broad. This experience base is further supplemented by being able to envision future outcomes even when there are gaps in experience. The realization that resistance is a completely normal human reaction and that it will always be present in a technology transfer effort is essential in dealing with resistance effectively, but it requires much more than token acknowledgment that it is natural, that it will always be present, and that it will probably manifest itself in peculiar ways.