The Super User Institute defines Super User Group or Super User Program management as "the application of knowledge, skills, tools and techniques to a broad range of activities in order to meet the requirements of a particular Super User Group or Program." The process of directing and sustaining a Super User Group from start to finish may be further divided into 5 basic phases:
1. Super User Group conception and initiation
An idea for a Super User Group or Super User Program will be carefully examined to determine whether or not it benefits the organization. During this phase, a decision making team will identify if the Super User Group can realistically be implemented and sustained long-term.
2. Super User Group definition and planning
A Super User Group plan, Super User Group charter and/or Super User Group scope may be put in writing, outlining the purpose, expectations, and work to be performed. During this phase, a Super User Group Manager should prioritize the projects, calculate a budget and schedule, and determine what Super Users and stakeholders are needed.
3. Super User Group launch or execution
Resources' tasks are distributed and Super Users and the partners who support the Super Users are informed of responsibilities. This is a good time to bring up important upcoming project related information, which the Super Users are going to be tasked with.
4. Super User Group performance and control
Super User Group or Program managers will compare Super User Group status and progress to the actual plan, as Super Users perform the scheduled work. During this phase, Super User Group managers may need to adjust schedules or do what is necessary to keep the Super User Group on track and engaged.
5. Super User Group sustainment
After the Super User Group planning, launch and initial engagement reporting tasks are completed and the Super User Group owner has approved the outcome, an evaluation is necessary to highlight Super User Group success and/or learn from Super User Group’s history.
Super User Groups and Super User Group’s engagement processes vary from industry to industry; however, these are more traditional elements of a Super User Group. The overarching goal is typically to offer user enablement which incorporates a, change management aspect, communications planning and training/education elements that enable the Super Users to solve a problems in order to benefit the organization.
Want to know more about designing and sustaining Super User Programs or Centers of Excellence? Contact us at susan.stone@dandelionexperience.com