A model of innovation adoption process, the Concerns-Based Adoption Model (CBAM), has been developed from empirical evidence. The CBAM depicts innovation adoption in educational institutions as a developmental process in which each user of the innovation demonstrates successively higher qualities of use of the innovation. The CBAM also depicts innovation adoption as a process capable of being facilitated by trained adoption agents who pace and personalize their interventions on the basis of the assessed personal needs and motivations of the individual adopters. By being sensitive to the concerns of users and by seeing the use of an innovation as a developmental process, adoption agents are expected to be able to reduce the threat which change poses to individuals and to increase the likelihood of an educational institution integrating an innovation at a high quality level of use. (HMD)