Analyze what went wrong, and people will forget and forgive over time, she says. If necessary, point out that since then, there have been five other things that worked well. There have been starts and stops integrating imaging technology in Lotus Notes, for example. There hasn't been a whole lot of demand for it, frankly. This point is perhaps the most important.
Observation is important.
The tech staff should be well-integrated into a practice group to see what a typical day is like. Asking a well-pointed question can unlock a door. But if you observe, you'll see that they ask Joe a lot of questions every day, or they rely on their secretaries to present information in a certain way. Technology should enhance and strengthen those existing resources. Create Some Incentive for Using the Technology Whether it's just the fact that people are recognized for their contributions, or whether financial bonuses are awarded for gathering information that is valuable and heavily-used, there should be some rewards for using the technology.