Transcript • President, Susan Hanley LLC • Led national Portals, Management Collaboration, and Content practice for Dell • Director of Knowledge Management at American Management.

• President, Susan Hanley LLC
• Led national Portals, Management
Collaboration, and Content practice for Dell
• Director of Knowledge Management at
American Management Systems
[email protected]
• Information
Architecture
• User Adoption
• Governance
• Metrics
• Knowledge
Management
• Intranets & Portals
• Collaboration
Solutions
susanhanley
www.susanhanley.com
www.networkworld.com/blog/essential-sharepoint
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User Adoption
User Engagement
But wait,
then why are
we here?
RESULTS
Secret # 1: Adoption is not the end game
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Sales
• Sales team onboarding
• Sales team
training and
mentoring
Product
Development
• Engineer
struggling
with a
problem
Resource
Planning
Customer
Support
• Project
Manager
looking for the
most qualified
resources for a
project
• Services agent
working trying
to solve a
customer
problem
Secret # 3: It’s personal
Don’t make it
hard and
painful … keep
it simple and
easy … don’t
make people
have to think!
Share Conference
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Delayed
Gratification
No
Guarantees
Squishy
Benefits
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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
No personal
benefit
“I’m not broken,
why are you
trying to fix me?”
“Sure, I see why
the they would
want this, but
what’s in it for
me?”
… and engage some helpers
“No involvement by
Leaders
model the
behavior
leaders,
no commitment by
employees.
No exceptions.”
Vala Afshar, Chief Marketing and Customer Officer at
Enterasys
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http://hbr.org/2014/07/managing-change-one-day-at-a-time/ar/1
Secret # 6: It’s all about comfort
Don’t assume
it’s intuitive
One size does
not fit all
Don’t try to
train all at once
http://www.scoop.it/t/intranet-launch-videos-and-teasers - comprehensive collection
compiled by Ellen Van Aken
Additional examples: http://tiny.cc/ThreeSampleVideos
http://www.youtube.com/watch http://vimeo.com/60729239 http://youtu.be/SinFM8hNcOg
?v=PN1IyDvyA2o
Dartmouth-Hitchcock
MAN Diesel
Intranet Home Redesign –
watch the end for outtakes
https://vimeo.com/regiscorp/review/125078501/68cd7832a8
https://vimeo.com/124350398
30 for 30
Get Sharp on
SharePoint
Intranet
Learning
Cafés
(with great coffee)
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Secret # 8: It’s about support
Seed the
organization
with
evangelists
 Pilot team
 Volunteers
 Employee
advocates
Plan ongoing
support
 Office Hours
 Center of
Excellence
 (Just-in-Time)
Training and
Documentation
Make sure
the help desk
is prepared
Secret # 9: Don’t forget the fun!
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SharePointoberfest inebriate while you
collaborate!
CollaBOOration A Ghoulish Guide
to Metadata
SharePointgiving –
Give thanks to document
workflow and approval
Feedback
identifies
challenges
Ask for
feedbackeverywhere
Conduct
usability tests,
LISTEN and OBSERVE
Secret # 11: You’re never done
Secret # 12: It’s about sharing
1. Adoption is not the end
game
2. Adoptable solutions solve
real problems
3. It’s personal
4. Plan for the unexpected
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, but …
11. You’re never done
12. It’s about sharing
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User Adoption Strategies: Shifting Second Wave People to New Collaboration Technology
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http://www.useit.com/alertbox/
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http://www.nngroup.com/articles/intranet-social-features/
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Success.office.com
Essential SharePoint 2013
Practical Framework for SharePoint Metrics
ImproveIT
One Carlyle
Team Carlyle
My Carlyle
PERKolator (blogs)
Orchard (intranet)
The Grid
Connect
The Core
The Seabag
The Pulse
The Cupboard