TL;DR

• If no one’s using your new tool, it’s not a tech problem. It’s a change problem
• Go‑live is the starting line, not the finish
• Announcing a tool doesn’t mean people understand how to use it
• Adoption grows when people see how it helps their day‑to‑day work
• Role‑based training and real examples matter more than big demos
• Ongoing reminders and visible support drive usage
• Adoption takes time, and that’s normal

Dear WebVine,

We launched a new digital tool. We announced it everywhere. And now… crickets. What did we do wrong?

We invested in a new digital tool, that would fix a real problem. We researched options, worked hard on the rollout, and made sure everyone knew about it.

It was announced. It was demoed. There was even cake….

But weeks later, hardly anyone is using it. Some people say they “forgot about it”. Others say they’ll “get to it one day”. A few didn’t even realise it had launched.

We’re confused, frustrated, and honestly a bit deflated. The tool is good. How do we make sure everyone uses it? Is it the wrong tool?

Chloe’s Take

Dear Perplexed,

First of all: you didn’t fail. Second: this is incredibly common.

And let me start by saying this: if I had a dollar for every time I heard “We launched it, but no one’s using it”, I’d be writing this from a very comfortable beach somewhere.

Unfortunately what you’re experiencing isn’t a technology problem. It’s a change problem.

Think of it like buying a top-of-the-range treadmill. You unbox it. You admire it. You tell everyone you’re “definitely going to use it”. And then… it becomes a very expensive clothes rack.

The treadmill didn’t do anything wrong. Neither did you.

But intention ≠ adoption.                                                                                                         

One of the biggest myths in digital projects is the idea that go-live = success.

In reality, go-live is just the starting line.

From your perspective, the tool is “out there”. From your users’ perspective, it’s just one more new thing competing with emails, meetings, deadlines, and actual work.

People don’t resist change because they’re difficult. They resist change because:

• they’re busy
• they’re unsure
• or they don’t yet see how this helps them

Change doesn’t stick because it exists. It sticks because it makes sense in someone’s day-to-day life.

Announcement ≠ understanding

You mentioned that you announced the tool, demoed it, and shared the news widely.

That’s all important. But here’s the tricky bit:

People rarely understand a new tool just because they’ve been told about it.

A demo shows what a tool can do.

Training shows people how they should use it.

Reinforcement shows them when and why it matters.

Without that middle and last piece, tools often feel optional… or easy to ignore.

So what can you do now? (Yes, you can absolutely recover this)

The good news? You don’t need to start again. You need to shift from launch mode to adoption mode.

Here are a few practical, low-drama ways to do that:

1. Reframe the “why”. In human terms

Instead of talking about features, talk about friction.

• What will this save people time on?
• What annoying task does it reduce?
• What problem does it quietly solve?

If people can’t answer “What’s in it for me?” in about five seconds, usage will stay low.

2. Train for real work, not ideal scenarios

Generic demos rarely stick.

Short, role-based training does.

Show:

• “If you’re in finance, here’s how this helps you on a Tuesday afternoon.”
• “If you’re on the frontline, here’s where this fits in your actual workflow.”

Even ten focused minutes beats an hour of broad explanation.

3. Make it visible after launch

Silence after go-live results in the tool falling off the radar.

Try:

• quick reminders
• spotlighting small wins
• sharing real examples of people using it successfully

Adoption grows when people see peers using the tool. Not just leadership endorsing it.

4. Support beats perfection

People don’t avoid new tools because they hate them. They avoid them because they’re worried about getting it wrong.

Make support:

• obvious
• friendly
• judgement-free

“Ask us anything” beats “Read the documentation” every time.

5. Expect adoption to take time

This one’s important. And often overlooked.

Change is a curve, not a switch.

Most tools don’t suddenly “take off”. They grow gradually, with nudges, reminders, and reinforcement.

If you plan only for launch and not for the weeks (or months) after, adoption is left to chance.

One last thing (and it’s a big one)

Post-implementation work isn’t a nice-to-have. It’s where most of the value lives.

You’ve already done the hardest part: getting the tool in place. Now it’s about helping people feel confident, capable, and supported enough to use it.

Its kind-of simple, but not easy.

Good luck!
— Chloe

About Chloe:

Chloe Dervin is WebVine’s Managing Director and resident intranet whisperer.

With a background in digital strategy and a knack for translating tech into plain English, Chloe helps organisations untangle their messiest SharePoint setups and turn them into something people want to use.

She’s worked with everyone from local councils to fast-growing engineering firms, and she’s seen it all. From “Final_v2_REAL_final.docx” nightmares to intranets that haven’t been touched since 2011.

Her superpower? Making the complex feel doable, and helping teams move from “we’re flying blind” to “we’ve got this.”

When she’s not rewriting the rules of digital workplaces or penning her latest “Dear WebVine,” Chloe is making work, work for everyone.