Sit with the people until it sticks

A workflow announced by email lasts about a fortnight. Whoever sets a system up has to sit beside the people who will run it, through real cycles, until each of them can do their part without help and the awkward questions have been asked while somebody is there to answer them. Budget that time as part of the change, not as a courtesy visit at the end, because a system nobody adopts is worse than no system: everybody assumes the record is being kept, and it is not.