Like most people, I don’t do change well when it’s thrust upon me. Maybe it’s because I have specific ways of doing things now that I prefer. Perhaps it's because while I enjoy learning new things, I tend to gravitate toward new experiences where I see a benefit.

So, it shouldn’t come as a surprise that my barber’s adoption of technology hasn’t endeared me yet. I’m from the old set that prefers to get their haircuts from the same barber. And I’m happy to grab the next available chair and wait my turn.

But, like everything these days, this time-honoured institution has been disrupted by tech.

Now I’m directed to book an appointment.

That’s okay. I’m no Luddite regarding new tech, and making a reservation through an online app is not difficult.

But it has changed the experience of visiting my barber, and this change is not necessarily good or seamless.

How Tech Can Hinder the Customer Experience

My irk is that I’m now watching my phone as the countdown progresses. I’m no longer assessing the line of clients in front of me or measuring the time the barber takes to finish. I can’t consider if another client should go ahead of me or whether it’s my turn. These actions have all been replaced by a digital timer to keep me at bay until its task is complete.

At a specific point, I receive an SMS and am directed to confirm or cancel my booking. If affirmative, the app directs me to the store.

I assume I can walk straight in, head for the empty chair, and the barber will attend faster than a second-hand car salesman. She’ll size me up, requisition my preferences, and sling the quintessential cape over my torso.

But that’s not the case.

The tech has glitched, and more clients are in the store than available seats.

I feel the need to juxtapose this situation with that of schools implementing tech but not always doing it well.

So, as school leaders, how can we implement tech that improves our relationship with parents and encourages them to transition with us?

We must first understand that successful technology adoption within schools hinges on aligning tech with operational efficiency and the needs of the parent community. As a school leader, your challenge is introducing and integrating technology to enhance the parent experience without alienating them.

Know Your Community

First, recognise that, like the example of my barber experience, many parents may resist sudden changes in how they interact with the school. Parents have likely developed specific ways of engaging with your institution, whether attending parent-teacher meetings in person, receiving physical report cards, or communicating directly with teachers. Introducing new tech can disrupt these routines.

One approach is to segment your parent community based on their tech savvy.

Some parents will eagerly adopt new systems, while others may be more hesitant. As a leader, part of your role is to ensure that everyone, regardless of their comfort level, can navigate and benefit from these changes.

Offer varied levels of support, from simple FAQs to in-depth tutorials or hands-on workshops.

It’s essential to frame these changes in a way that highlights their value to parents, such as greater access to school information, more efficient communication, or streamlined administrative processes.

Emphasise the Benefit, Not Just the Tool

When discussing new technology with parents, it’s crucial to emphasise why these tools are being adopted. Too often, organisations focus on the tech itself—its features, capabilities, and novelty—rather than the benefits it brings to its users. Parents are not interested in technology for technology’s sake; they want to know how it will improve their experience and their child’s school life.

For instance, if you’re introducing an online parent portal for tracking student progress, stress that this gives parents real-time insights into their child’s performance and attendance, allowing them to address issues proactively.

Suppose the school adopts an online communication platform. In that case, it should emphasise how it streamlines communications, reduces missed emails, and makes it easier for parents to stay connected with teachers and administrators.

This is an essential mindset shift.

Instead of saying, “We’re introducing this new app for parent communication,” say, “We’ve heard from parents that timely updates are important, so we’ve invested in a tool that will make it easier for you to stay informed about your child’s progress.”

Involve Parents in the Transition

Parents are more likely to support new technology if they are involved in decision-making.

Before launching new tools, gather input from parents. What challenges are they facing in terms of communication with the school? What would make their lives easier? Use surveys, focus groups, or informal conversations to understand their pain points and preferences.

This feedback should inform your technology choices. For example, if parents express frustration with a lack of timely information, the priority might be an enhanced communication tool that provides real-time updates. If they struggle with managing multiple platforms, consider integrating systems into one centralised portal.

Once you have gathered feedback, communicate to parents that their voices were heard and that they have directly influenced the school’s decisions. This builds goodwill and helps parents feel more invested in the success of the new systems.

Implement Thoughtful Training and Support

School leaders should provide parents with practical, ongoing support to ensure smooth technology adoption. Here are five examples of what you can offer:

1. Step-by-Step Video Tutorials: Create short, easy-to-follow videos demonstrating how to complete essential tasks like logging into the parent portal, checking grades, or using communication tools. Then, host the videos on the school’s website or a private YouTube channel or share them via email.
2. Tech Help Nights: Host in-person or virtual events where parents can receive one-on-one assistance setting up accounts, navigating new platforms, and troubleshooting common issues. This personal touch can ease the transition for those less comfortable with technology.
3. Quick Reference Guides: Develop printed or digital guides that outline the basic steps for using essential tools. These can be distributed during parent-teacher conferences or sent home with students, giving parents a convenient resource to reference at their own pace.
4. Dedicated Tech Support Hotline: Set up a help desk or hotline where parents can call or email for assistance. Offering a direct line to someone who can provide timely responses will reduce frustration when issues arise.
5. Online Community Forum: Create a space where parents can ask questions, share tips, and help each other with tech-related challenges. This peer support network could be a Facebook group or a forum hosted on the school’s website, fostering community while easing the learning curve.

 Adapt Based on Feedback

Technology should always be viewed as a tool to support the relationship between the school and its community—not the other way around. It’s essential to gather feedback after the new tech has been introduced and continue to iterate based on that input.

For example, the new parent portal may be great for real-time updates, but parents find the interface confusing. Or maybe the online communication platform works well, but parents get too many notifications and feel overwhelmed.

Solicit feedback regularly and adapt as necessary. This could mean simplifying the user interface, adjusting notification settings, or providing additional training.

The goal should always be to ensure that the tech serves the parents' needs and makes their interactions with the school more accessible, not more complicated.

 Create a Long-Term Vision

In the long term, a school’s technology strategy should be about more than just the tools themselves. It should create a cohesive, connected experience for parents, students, and staff. This means integrating different technologies into one seamless ecosystem.

For example, if you’re using a parent portal, ensure it connects with other systems, such as online tuition payments, event registrations, and lunch programs. Parents should be able to manage everything related to their child’s school experience in one place, reducing the cognitive load of juggling multiple platforms.

Moreover, consider how the technology will evolve. As parents’ needs change and new technologies emerge, be ready to pivot. Schools that continuously innovate and adapt their technology offerings will build stronger relationships with parents and foster greater loyalty.

Humanise the Tech Experience

Lastly, remember that while technology can enhance efficiency, the human touch is irreplaceable. As much as parents may appreciate a sleek new app or a streamlined communication platform, they also value personal interactions with teachers, staff, and administrators.

Find ways to use technology to support, not replace, these human connections. For instance, you might use a communication platform to keep parents informed but encourage in-person meetings for more significant discussions.

Or you could send personalised messages to parents through the new system to celebrate their child’s accomplishments, showing that the school sees their child as an individual, not just a number in a system.

Technology can enhance relationships with parents, but only if it’s implemented thoughtfully. By understanding your parent community, emphasising the benefits of the tools, involving them in the process, and offering robust support, you can create a tech ecosystem that strengthens the bond between school and home.