Shielding users from complexity in CiviCRM

A complex and powerful system like CiviCRM will give you a lot of rope — sometimes enough to tie yourself in knots.

I love my consultation work because it gives me time to talk with clients about valuable topics that probably wouldn't be justified if I were billing for every minute of a phone call.

Yesterday I had a great talk with one of my clients about the pros and cons of an open source CRM like CiviCRM, compared to other CRM-like systems she's worked with (and she's worked with several!)

Here's a paraphrase of something she said to me yesterday about managing complexity in a system like CiviCRM:

One of the reasons CiviCRM has worked so well for us is because I myself made sure that the system was set up and ready to go before I ever created a single user login. And then when I did start adding users, I made sure each of them was carefully trained on their specific tasks.

This matters, because first impressions count. If it's not very easy for new users to get started, or if there's the slightest hint of frustration at the beginning, users can lose confidence in the system early on, and that will linger.

It's like going out on a first date, but you're still getting dressed and fixing your hair for the first 20 minutes. Not a good look.

Here's the thing:

Simple systems are usually simplistic; powerful systems are usually complex.

Starting off right — when you're first launching the system, or when you're rolling out a new set of improvements — often means shielding your staff users from that complexity.

Simplify workflows where possible.

And if there are unavoidable complex workflows, make sure you understand what they are, why they're necessary, and that your staff are well trained on both how to complete them and why they work as they do.

This way you can use the complexity of your CRM as a benefit, instead of letting it become a liability by intimidating your staff users or wasting their time with a system that confuses them.

All the best,
A.