David Danto of IMCCA raises this interesting question in a recent blog and rAVe ProAV newsletter article. Technology is great but only if it works properly, is integrated into your business processes and is adopted by your user population.
Mr. Danto goes on to suggest that organizations should invest as much time in planning for adoption and usage as they spend in planning for the implementation. Without adoption planning, utilization is likely to fall short of expectations.
He also suggests setting utilization goals and targets before you purchase your first device. Perhaps my favorite quote from his message is this one, “The wrong time to be trying to figure out benchmarks is after you’ve gone live with your systems.”