The pilot was initiated six weeks before implementation in order to ensure that no problems occurred when the whole system was implemented. The pilot program was also used to provide information and training in the use of the new system. The training entails that users were able to interact with the features of the new system in order to become familiar with them. In this way, users learned to use the new system in a safe environment. This provided them with a platform of learning, where such learning took place with as little as possible apprehension. In general, the pilot program went reasonably well, although some people had considerable trouble understanding telephones that were operated via computers. Others were afraid that the system would crash while being used. Another factor causing fear was the fact that some users felt they would be monitored in a "Big Brother" fashion. The major problems however only began occurring with the final implementation. In this light, the most significant problem connected to the pilot is that it did not reveal any of the problematic factors that caused the breakdowns during full implementation. The pilot therefore failed in its objective to iron out problems and fine-tune the system.

Whether Butler made the right decision to utilize this new technology is a question that must be considered in the light of the initial reasons for implementing it. These reasons were two-fold: the existing system was outdated and labor-intensive. In addition,...

After the problems have been addressed and the system repaired, everything began to run smoothly. The system is therefore technologically superior to the original one. It however remains somewhat labor-intensive and also costly. The initial objectives were therefore only partially met. I do however believe that a new system was definitely required to handle the changing needs of the university, its staff and students. It was a necessary change help the university reach its communication goals.
The difficulties experienced with the system has some implications for Butler's IT department in the future. The system will not remain new and current forever, and problems experienced initially may occur again. The IT department will have to continually monitor the functioning of the system. When problems begin to occur excessively, a further upgrade or change may be required.

In such a case, the IT department and the management team of the university need to remember their experiences and lessons from implementing the current system. In the future, the experience will enable the university to make a better decision regarding implementation.

In general, technological upgrades, particularly in telephony, are a requirement for all businesses, and particularly for institutions of learning. Despite the problems with the new system, there can be little doubt that it was a necessary improvement.