adopting sharepoint online or on premise - sps toronto
DESCRIPTION
You've planned carefully spent a lot of time planning, designing and implemented your solution. Your SharePoint solution with all of its on-premise or cloud capabilities is ready to lunch. How about your users? One of the critical success factor of utilization or getting your return on investment of SharePoint is user adoption. "If we build it, they will come" thinking will not work in most enterprise scenarios. What do we need to do to bring people, get them to use the solution and increase the user adoption? Join this session and let's discuss this together.TRANSCRIPT
Bruce TuncertanSierra Systems Group Inc.
July 12, 2014
Adopting SharePoint Online or On Premise
Best Practices and Strategies to Increase SharePoint User Adoption
Thanks to our sponsors!
Connect. Collaborate. Share.
Toronto SharePoint Users Grouphttp://www.meetup.com/TorontoSPUG/
Toronto SharePoint Business Users Grouphttp://www.meetup.com/TSPBUG/
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Xbox One with Kinect Your favorite SharePoint books Training vouchers Office 365 Swag
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@tuncertan
Bruce TuncertanPrincipal, Solution Architect – SharePoint at Sierra Systems
Introduction
sharepointtidbits.blogspot.com
Solution Architect specialized in Microsoft technologies specifically SharePoint.
Possesses 25 year experience in the Information Technology and working with SharePoint since 2006.
Architected many solutions for public and private clients sized from SMEs to large enterprises.
Carries MCITP, MCTS certifications for SharePoint 2003, 2007 and 2010 as well as MCITP certification for Microsoft Dynamics CRM.
What is User AdoptionSharePoint World - Online & On premise
StrategyUser ExperiencePersonalizationProactive Work ExperienceChange ManagementSocialEducation
7
Agenda
User Adoption Is Key
• A McKinsey Study examined 40 projects and reviewed the Organizational Change Management (OCM) effect on their Return on Investment (ROI).• ROI was 35% when there was poor or no OCM in place• ROI was 143% when there was an excellent OCM program part of the
project
• As a best practice at Sierra Systems we try to follow: one foot in today’s reality the other in tomorrow’s art of the possible
• Biggest issue in todays reality is user adoption
• Gartner is branding 2016 as the “Year of the Cloud” Tipping point - more IT in the cloud than on premise
• The Best IT Systems are the ones that get used
The Best Systems are Those That Get Used
“Not your father’s document management tool”
SharePoint World – Online & On premise
Sites• Intranet• Extranet• Internet
Enterprise Content Management• CM• DM• RM
Collaboration• Yammer• Lync• OneDrive
Business Process Automation• Workflows
LOB System Integration Custom Solutions Business
IntelligenceDevelopment
Platform
SharePoint initiatives mostly driven and
owned by IT
Business not sure where, when & how
to use it
Why is our request taking this long?
IT: Overwhelmed with
requestsMany ‘one off’ solutions and
sites
Difficult to find information, confusing
navigation
Training & change management
limitedLack of clear guidelines &
policies
Key Issues Impacting SharePoint User Adoption
• User Adoption is the perceived usability of a product or solution after it is developed or built.
• It is judged by the number of active end users or consumers of the solution or product.
• Most of the time it is a soft area to quantify however in some cases it is measurable via set of assessable metrics tied to Return on Investment (ROI)
What is User Adoption? - Is it a “Secret Recipe”?
User Adoption is like making a soup
• Strategy
• UX Design
• Personalization
• Proactive Work Experience
• OCM (Organizational Change Management)
• Social
• Education
What are the ingredients of User Adoption?SUPPOSE Methodology
Health CheckRoadmapGovernanceExecutive SupportChampions
Strategy, User Experience, Personalization, Proactive Work Experience, OCM,
Social, Education
Current state of existing SharePoint solution
FunctionalityPhysical ArchitectureLogical ArchitectureScalabilityUser adoption
Health Check, Roadmap, Governance, Executive Support, Champions
Strategy, User Experience, Personalization, Proactive Work Experience, OCM,
Social, Education
Forward looking vision with an actionable implementation plan
Business, budget, technical, political, user adoption
Phased implementation to allow for cultural change
Health Check, Roadmap, Governance, Executive Support, Champions
Strategy, User Experience, Personalization, Proactive Work Experience, OCM,
Social, Education
Phase 1 Phase 2 Phase 3 Phase 4 Phase 5
Business Requirements Doc Sharing Contract Mgmt. Training Project Mgmt. Reporting
Functionality PortalIntranetCollaboration
Contract WorkflowExtranetCollaboration
Knowledge Base
Collaboration
Projects Workflow
Collaboration
Business IntelligenceLOB Integration
Architecture 2 Web servers1 DB Server
1 App server1 UAG server
1 App server 1 DB Server
User Deployment
HR/All Depts.
250
LegalProcurement
175
Operations
350
Engineering
150
Finance
175
Business Transformation
Governance
Change Management
Health Check, Roadmap, Governance, Executive Support, Champions
Phased Implementation Plan
Strategy, User Experience, Personalization, Proactive Work Experience, OCM,
Social, Education
Content ManagementBrandingSecuritySearchTrainingCustomizationOperationsSupport
Strategy, User Experience, Personalization, Proactive Work Experience, OCM,
Social, Education
Health Check, Roadmap, Governance, Champions, Executive Support
Governance Teams Executive Stakeholders Business Division Leaders User representatives /
Champions Information Management Rep Compliance Stakeholders IT stakeholders
Health Check, Roadmap, Governance, Champions, Executive Support
Strategy, User Experience, Personalization, Proactive Work Experience, OCM,
Social, Education
User RepresentativesUnderstands SharePoint at high level Available to assist with:Major functional changesBusiness logicSecuritySite creation
Go-to people for SharePointGet them involve as early as possible
Health Check, Roadmap, Governance, Champions, Executive Support
Strategy, User Experience, Personalization, Proactive Work Experience, OCM,
Social, Education
One of the Top Reason why SharePoint projects fail
Obtaining Executive Support will:Foster SharePoint adoptionEase training strategyEnsures management to understand basics of the SharePoint
Mean that your company sees actual value of SharePoint
Health Check, Roadmap, Governance, Champions, Executive Support
Strategy, User Experience, Personalization, Proactive Work Experience, OCM,
Social, Education
User StudyContent StrategyInformation ArchitectureInteractive DesignVisual DesignUsability Evaluation
Strategy, User Experience, Personalization, Proactive Work Experience,
OCM, Social, Education
user experienc
e
“User Experience (UX) is how a person feels
about using a product, system or
service.” – Wikipedia
Design Experience
What is it?
Strategy, User Experience, Personalization, Proactive Work Experience,
OCM, Social, Education
Good UX Design?
Invisible
What is it?
Strategy, User Experience, Personalization, Proactive Work Experience,
OCM, Social, Education
Bad UX Design?
What is it?
Strategy, User Experience, Personalization, Proactive Work Experience,
OCM, Social, Education
What is it?
Strategy, User Experience, Personalization, Proactive Work Experience,
OCM, Social, Education
Asking front line users “What they want”
Understanding the people who use a product or system through observationPeople’s expectationsOrganizational Goals
User Study, Content Strategy, Information Architecture, Interactive Design, Visual Design, Usability
Evaluation
Strategy, User Experience, Personalization, Proactive Work Experience,
OCM, Social, Education
Identifying important content and how to keep it current and relevant
Planning for the creation, delivery, and governance of useful, usable contentContent editing workflowTemplatesContent priorityContent auditAnalytics
User Study, Content Strategy, Information Architecture, Interactive Design, Visual
Design, Usability Evaluation
Strategy, User Experience, Personalization, Proactive Work Experience,
OCM, Social, Education
Ensuring information is easily findable by users
Identifying and organizing information within a product or system in a purposeful and meaningful waySite structureNavigationSearchContent type identification
User Study, Content Strategy, Information Architecture, Interactive Design, Visual
Design, Usability Evaluation
Strategy, User Experience, Personalization, Proactive Work Experience,
OCM, Social, Education
Ensuring user interaction is efficient and rewarding
Designing the interactive behaviours of a product or system with a specific focus on their useUse CasesWireframesPrototypes
User Study, Content Strategy, Information Architecture, Interactive Design, Visual
Design, Usability Evaluation
Strategy, User Experience, Personalization, Proactive Work Experience,
OCM, Social, Education
Ensuring the site is visually appealing and uses current best practices
Designing the visual qualities of a system in an aesthetically pleasing wayKeeping it within corporate identityOr not?
User Study, Content Strategy, Information Architecture, Interactive Design, Visual Design,
Usability Evaluation
Strategy, User Experience, Personalization, Proactive Work Experience,
OCM, Social, Education
Making sure that the journey through your site is easy and trouble-free for all target users
Does the software follow the Usability Principles?ResponsiveObviousConsistentEfficientRobust
User Study, Content Strategy, Information Architecture, Interactive Design, Visual Design, Usability Evaluation
Strategy, User Experience, Personalization, Proactive Work Experience,
OCM, Social, Education
In the Cloud
Cloud? On-Premise? You should still do User Experience
Strategy, User Experience, Personalization, Proactive Work Experience,
OCM, Social, Education
Create functional navigation not structural.At minimum do Information Architecture.Card Sorting is a great starting point for navigation.
Try to use online tools such as Optimalworkshop.com for Card Sorting and Usability Testing.
Keep multiple devices in mind. (Responsive Design)
Best Practices
Strategy, User Experience, Personalization, Proactive Work Experience,
OCM, Social, Education
Create functional navigation not structural.At minimum do Information Architecture.Card Sorting is a great starting point for navigation.
Try to use online tools such as Optimalworkshop.com for Card Sorting and Usability Testing.
Keep multiple devices in mind. (Responsive Design)
Best Practices
Strategy, User Experience, Personalization, Proactive Work Experience,
OCM, Social, Education
Audience TargetingFiltered ViewsMy SitesGamification
Strategy, User Experience, Personalization, Proactive Work Experience,
OCM, Social, Education
Display content relevant to userList itemsLibrary itemsNavigation
Use target audiences by:SharePoint GroupsDistribution ListsSecurity GroupsGlobal Audiences
Audience Targeting, Filtered Views, My Sites, Gamification
Strategy, User Experience, Personalization, Proactive Work Experience,
OCM, Social, Education
Filter your views based on:UserDate/TimeContent
Make data more meaningful
Audience Targeting, Filtered Views, My Sites, Gamification
Strategy, User Experience, Personalization, Proactive Work Experience,
OCM, Social, Education
Encourage users to use their My SitesPeople, Expertise searchStore “My Documents”Content Aggregation (My Tasks)Activity FeedsExperiment SharePoint features
One Drive for Business1 TB Online Storage for each user !!!
Audience Targeting, Filtered Views, My Sites, Gamification
Strategy, User Experience, Personalization, Proactive Work Experience,
OCM, Social, Education
No need to invest $$$ Unless you want to create the new SharePoint game
Mostly simple stuffRewarding mechanismFeedback systemsBadges on Learning SitesSmall contests
Most up-to-date personal profile Most active user (creating content, commenting, tagging, rating) Monthly Challenges to collect feedback
Audience Targeting, Filtered Views, My Sites, Gamification
Strategy, User Experience, Personalization, Proactive Work Experience,
OCM, Social, Education
What is available:
Detailed presentation about SharePoint Gamification by Jussi Mori: http://www.sharepointeurope.com/conferences/session/324/raising-enduser-productivity-with-social-enterprise-and-gamification-in-sharepoint
Badgeville: http://badgeville.com/products/integration-catalog/badgeville-for-sharepoint
uBoost: http://www.uboost.com/web-services-api/welcome
Audience Targeting, Filtered Views, My Sites, Gamification
Strategy, User Experience, Personalization, Proactive Work Experience,
OCM, Social, Education
Business Process AutomationWorkflowsEmail NotificationScheduled RemindersAlerts
Strategy, User Experience, Personalization, Proactive Work Experience, OCM, Social, Education
Cut down tasks:ManualTediousTime-consuming
Improve CollaborationCo-authoringLync Integration
Break-down Information SilosAutomate your SharePoint to do more…
Strategy, User Experience, Personalization, Proactive Work Experience, OCM, Social, Education
Business Process Automation, Workflows, Email Notifications
ApprovalsFeedbacksThink outside the boxShould be easy for usersLazy Approvals
Does your workflow reach to cloud?
Strategy, User Experience, Personalization, Proactive Work Experience, OCM, Social, Education
Business Process Automation, Workflows, Email Notifications
Keep your users in the loopLet them feel more engagedUse:AlertsScheduled Reminders
Automate your SharePoint to do more…
Strategy, User Experience, Personalization, Proactive Work Experience, OCM, Social, Education
Business Process Automation, Workflows, Email Notifications
Organizational Change Management
Strategy, User Experience, Personalization, Proactive Work Experience, OCM, Social,
Education
“…Employees are saying that, more than ever, they are
reaching their limit in their ability to handle all the organizational change pushed at them”
(Thinking About Change, Trends in Change Management)
“…The cumulative effect of continual and overlapping change has left staff increasingly stressed, burned out, and overwhelmed. This will negatively impact not only staff engagement and retention but also organizational success” (John Workman, HR Investment Center)
Organizational Change Management
Strategy, User Experience, Personalization, Proactive Work Experience, OCM, Social,
Education
Your users are dealing with Constant ChangeChange – One after anotherUsers are feeling fatiguedmore resistant
Carefully plan your changeResultsUsers buy-in Increase ROIAdoption
The ROI delivered rarely equals the ROI that is expected
The more that people are affected by a change, the less certain is the ROI
There are three 'human factors' that cause variation in ROI:Speed of adoptionUltimate utilizationProficiency
Achieving ROI on Your SharePoint OCM
Strategy, User Experience, Personalization, Proactive Work Experience, OCM, Social,
Education
Change Management & ROI
Strategy, User Experience, Personalization, Proactive Work Experience, OCM, Social,
Education
Companies with poor change management capabilities have lowest returns on investment
Companies with strong change management programs realized biggest returnsWorst Best
Low
High
LEVEL OF CHANGE MANAGEMENT EFFECTIVENESS
PER
CEN
T O
F V
ALU
E C
AP
TU
RED
Do not let your rollout be a one-time eventCreate a sustainable solution
Use a variety of communication and training methodsSolicit their input
Provide lots of support and encouragementEmploy OCM on your first rollout – don’t wait
Adoption still not happeningLook for FAIL points
Keep it simple!
Strategy, User Experience, Personalization, Proactive Work Experience, OCM, Social,
Education
Keys to Success
Social technologies yield a 30% improvement in bringing a product or service to market. - Mackenzie Institute
Companies with socially engaged employees see: 18% higher productivity 51% lower turnover
40% of people socialize more on-line than they do face-to-face
Social is everywhere No training required People love to use Social tools Tagging, Ratings, Likes Use Yammer
Strategy, User Experience, Personalization, Proactive Work Experience, OCM, Social,
Education
Strategy, User Experience, Personalization, Proactive Work Experience, OCM, Social,
Education
Yammer
Yammer by numbers:85% of Fortune 5008 Million Users55% increase in one year
Features Interact with mobile & emailCollaborative intercompany networks
On the cloudPart of SharePoint Online / Office365Single Sign-on
Strategy, User Experience, Personalization, Proactive Work Experience, OCM, Social,
Education
Yammer
Was there an “User Adoption” program to teach users how to use:FacebookLinkedIn
Yammer provides almost immediate usability for users
Yammer looks like Facebook
Strategy, User Experience, Personalization, Proactive Work Experience, OCM, Social,
Education
Facebook vs. Yammer
We use SharePoint because we
know SharePoint
Let your users know what is available for them? High-level awareness, SharePoint overview, SharePoint 101
Self paced online training Internal How To’s or short videos to demonstrate main SharePoint functionalities. SharePointVideos.com Lynda.com
On the spot contextual help, Instructions User needs help starting a workflow Create a site or library for online help - Knowledgebase
Recurring training events Weekly / Monthly Lunch & Learns
Just-in-time help Get your champions to help your users when
they need Create “Ask the expert” discussion form
Strategy, User Experience, Personalization, Proactive Work Experience, OCM, Social,
EducationTraining
You don’t have to spend $$$ for user adoption
You don’t have to change the SharePoint
You should provide your users a software platform they: inherently understand simple to use
SharePoint On premise adoption strategies mostly applies to SharePoint Online
Cloud Specific Considerations: Performance - Bandwidth Availability - Uptime Online vs On premise feature gap
58
Summary
Q&A