from vision to reality: it doesn't take magic to get sharepoint user adoption by susan hanley -...
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Technical Class: Tuesday, March 5 8:30 AM - 9:45 AMTRANSCRIPT
From Vision to Reality: It Doesn't Take Magic to Get
SharePoint User Adoption
March 5, 2013
©2013 SUSAN HANLEY LLC
Be prepared
http://www.fema.gov/es/comment/1967
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Are we sure?
User Adoption
User Engagement
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But wait, then why are we here?
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For typical intranet and collaboration solutions, we often define results in
platitudes
We know what
we know
We can find
content and
expertise
We are not re-
inventing the
wheel
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Results mean …
The average time to on-board a new employee went from 3 months to 3 weeks
Customer satisfaction scores increased by 20%
Average profitability per client engagement increased by 10%
Revenue increased by 10% with no increase in headcount
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Secret # 1: Adoption is not the end game
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About Me
• Governance
• User Adoption
• Metrics
• Information Architecture
• Knowledge Management
• Portals
• Collaboration Solutions
• President, Susan Hanley LLC
• Led national Portals,
Management Collaboration,
and Content practice for Dell
• Director of Knowledge
Management at American
Management Systems
susanhanley
We built it, why don’t users just come?
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Features that engage
Likes and Ratings
Recognition
Feedback
Helpful Hints
Search that works!
in Author Site
Chapter_07_User_Adoption.docx
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Engaging Search Features in SharePoint 2013
Content “inside”
Metadata preview
Date last edited
Count of views
Document headings
View library
Content that engages
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Well-written Text easy to scan
Tips for writing great content for SharePoint
Accurate, useful, timely, relevant
No distracting images or banners
Addresses the point
http://tiny.cc/ContentAuthoring
Secret # 3: It’s personal
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Adoption in Four Words
Me
Mine
Ours
Focused15
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Why is it difficult to adopt new technologies?
Delayed
GratificationNo
Guarantees
Squishy
Benefits
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The 9X Effect
A new product has to
offer a 9 X
improvement over the
existing solution in order
to be immediately or
easily adopted.*
*Gourville, John T., “Why Consumers Don’t Buy: The Psychology of New Product Adoption.” Harvard Business School
Note #504-056 (Boston: Harvard Business School Publishing, 2004).
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Why is change so hard?
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Comfort with the status quo
“This is how we’ve always done it … and it works for me.”
Discomfort with being forced to change
“I’m not broken, why are you trying to fix me?”
No personal benefit
“Sure, I see why the big-wigs would want this, but what’s
in it for me?”
How does change impact your adoption plan?
DEGREE OF CHANGE
ADOPTION PLAN
FOCUS
Communications and Training
Engagement
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Ease in to change
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Start small
Keep it simple
Consider your culture
Consider the “long
wow”– help users
create new habits
Identify and engage
your Mikeys
Secret # 6: It’s all about comfort23
Have a training roadmap – to increase user comfort
Don’t assume it’s intuitive
One size does not fit all
Don’t try to train all at once
Adapt to the style of
the learner
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Supplement with timely, recurring fun …
SharePointoberfest - inebriate
while you collaborate!
CollaBOOration - A Ghoulish
Guide to Metadata
SharePointgiving - Give thanks to
document workflow and approval
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Communication
needs to be
persistent
Just the facts
Communications
planning does not
end at solution
launch
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Launch ideas that worked … mostly
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Launch Video
http://www.scoop.it/t/intranet-launch-videos-and-teasers
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Persistent communications that rocked
Connect:
It’s like having
your very own
super hero utility
belt -- with no
need for the
super hero tights.
30 for 30
Get Sharp on
SharePoint
Tested ideas for your communications plan
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Leverage existing meetings and events
Create (and use) an “anecdote” bank
Target your messages
Did you know …? rotating message (tip of the day)
Portal Minute at the start of company meetings
“Look what they did” success stories
Cafeteria table toppers
Message board/break room/elevator bank announcements or posters
Desktop wallpaper
Usability testing
Secret # 8: It’s about support
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It takes a village
Seed the organization
with evangelists
Pilot team
Volunteers
Employee advocates
Plan ongoing supportOffice hours
Center of Excellence
Training and Documentation
Make sure the help desk
is prepared
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Secret # 9: It’s about fun!34
Incentives and rewards help kick-start
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Key Influencer Strategy
Someone important
Model the behavior
Fun Stuff
Scavenger Hunt
Launch Video
Points, Badges, Prizes
Five for Five
“Profile Week”
More fun
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But be careful … some homework
http://www.youtube.com/watch?v=u6XAPnuFjJc 37
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Allow users to provide feedback
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User feedback helps identify where you’ve got adoption challenges
Provide an opportunity to provide feedback on every page of your site
Get up out of your desk and ASK for feedback!
Conduct usability tests and LISTEN to what people say but WATCH what they do
Secret # 11: You’re never done
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Secret # 12: It’s about sharing
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The Twelve Secrets
1. Adoption is not the end game
2. Adoptable solutions solve real
problems
3. It’s personal
4. You can prepare
5. It’s about change
6. It’s about comfort
7. It’s about communications
8. It’s about support
9. It’s about fun!
10. It’s about listening
11. You’re never done
12. It’s about sharing
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Susan Hanley
Susan Hanley LLC
301 469 0770 (o)
301 442 0127 (m)
@susanhanley
www.susanhanley.com
http://www.networkworld.com/
community/sharepoint
Bonus Slides
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A rose by any other name …
The Cupboard
One Carlyle
Team Carlyle
My Carlyle
PERKolatoriNet
TeamNet
MyNet
Oasis
The Grid
Connect
The Pulse
User Adoption Resources
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General
Read User Adoption Strategies: Shifting Second Wave People to New Collaboration Technology by
Michael Sampson
Jakob Nielsen’s Alertbox: http://www.useit.com/alertbox/ (Current Issues in Web Usability)
SharePoint
Coming Soon: Essential SharePoint 2013
Essential SharePoint 2010
Practical Framework for SharePoint Metrics
I Use SharePoint: http://sharepoint.microsoft.com/iusesharepoint/landing.aspx
SharePoint Server 2010 Adoption Best Practices White Paper (http://bit.ly/acLyla)
www.nothingbutsharepoint.com