Does a PM need to understand the technical level of the project subject?

This was always a question playing on my mind throughout the time I spent as a consultant.  My specialist subject was Lotus Notes/Domino and I was at the top of my tree.  Throughout my career, there was not a problem that I could not solve with assurance and conviction.  People often tested me, but I would often indicate a possibility of three solutions to the problems they faced.  At the technical level, there was not anything I did not know.

The new role in more detail

Over the last two years, I have been working for a Japanese Bank, without giving away the client name, it is the largest of the Japanese Banks.  I am now working for a consultancy, working on the client site of another Japanese Finance house.  There will be many similarities to the previous company, however there will be differences in processes.

End of the first week

I had planned to write an article each day this week, but time was not on my side.  I have been trying to get to grips with understanding the scope of the project and line up meetings with a view to moving this project forward.

Why don’t people listen

As a Project Manager, I believe a smooth project can be achieved with communication. We have to communicate to our project teams, our stakeholders and other teams that will interact to aid the progress of the project and the customer.

Warning: Moan coming.....

So why is it that we are rolling out a new desktop application to 100 people per night and 85% of people read the instructions AND FOLLOW THEM and the others do not. For those that do not follow the instructions, they wonder why their system does not work.  

The instructions do require patience, which a box on the screen counts (alphabetically) from A to H. The user just has to sit and wait for the count to complete and then a message to say "You may start using your computer." to be displayed on their screen.

It does frustrate when you put as much as possible in place to ensure a smooth roll out and automate as much as possible to make the customer experience of change as simple as possible and then they cannot read the information given to them.

.... rant over.

So, how as a Project Manager do you prevent this?