Pushing it out: Feeling better by feeling worse

Something that years of being involved with the implementation of new software on the computers of hundreds of people in the organization where I work has suggested is this:  Unless the new thing is flawless, is without any issues, is in every possible way better than what they had before, then people will want to keep what they had before.  No matter how problem-ridden the previous application had been, people will complain about the new application that replaced it, even if the new one has marked improvements and fewer problems.  In short, people take comfort in the imperfection with which they are familiar; it is to what they are accustomed, and with what they can deal, even if dealing with it required extra work.

The other thing that the long view of experience has shown me:  After the change has been implemented and time passes and people get used to the new stuff—and accept it for what it is and not complain about what it is not—there will come a time where that itself needs to be replaced again; a new version comes out, or the company that made the old one goes out of business, or outside circumstances change sufficiently that the process of change must occur again to accommodate the way the larger situation has developed.  And when that time comes where that second thing that replaced the first thing is to be replaced by a third thing, the people who complained about the second thing back when it was new will be its staunchest defenders; much as they despised the second thing when it replaced the first, after having no choice but to give it a chance and then getting used to it, they will then complain the loudest about having the second thing taken away when the third thing replaces it.

The other lesson:  These complainers may be the most vocal, but ultimately they are a minority; the majority just want something to get the job done, and will just roll with the changes as long as they don't actively interfere with getting the job done.  Those who are inclined to complain will complain; it's what they do.  That's not saying their complaints are completely invalid, or should be dismissed out of hand, but they should not be considered as representing the majority.

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What made me think about the above was not a particular incident at the office but seeing the way the debate regarding the proposed changes to the health care system, and the way that those protesting vociferously get the most attention in the media.

It sort of strikes me as something we've heard before, and, years from now, when the universal health care bill that gets passed will be amended or revised to account for changing times, will be something we'll hear again.