Designing Embraceable Change
http://www.uie.com/articles/embraceable_change/

Spool, Jared M.
User Interface Engineering
2005

Abstract:

It's not that people resist change whole-scale. They just hate losing control and feeling stupid. When we make critical changes, we risk putting our users in that position. We must take care to ensure that we've considered the process of change as much as we've considered the technology changes themselves. Only then will we end up with changes that our users embrace.