Beyond education: winning hearts and minds.

Replacing an informal operating system, since it represents a substantial change, faces a typical obstacle: reluctance based on familiarity with the old way of doing things and fear of the new and unknown. Taking a logical approach to the change is not enough. The hearts and minds of the employees must be won over as well. This article presents a step-by-step process, along with a list of rules and a test of success, for motivating the necessary behavior change. The key is to focus not just on the technology needed for the new operating system but also on the people who will do the work.