SUSAN HANLEY LLC If you build it, they WILL come! Best Practices for SharePoint User Adoption Susan Hanley May 12, 2012 ©2012 SUSAN HANLEY LLC.
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SUSAN HANLEY LLC If you build it, they WILL come! Best Practices for SharePoint User Adoption Susan Hanley May 12, 2012 ©2012 SUSAN HANLEY LLC About Me • • • • • Knowledge Management Information Architecture Portals Collaboration Solutions Expertise Governance, User Adoption, Metrics • Led national Portals, Collaboration, and Content Management practice for Dell • Director of Knowledge Management at American Experience Management Systems • President, Susan Hanley LLC • www.susanhanley.com • @susanhanley Me •Find [email protected] • 301-442-0127 Main Event 2 Agenda Why is user adoption such a big deal? Critical elements for user adoption planning Make sure you have a solution worth adopting Understand how users adapt to change Implement a training plan Your adoption challenges Implement a communications plan Have a user support plan Think about incentives and rewards Where can you go for help? Get feedback and document! 3 We built it, why don’t users just come? Adoption rarely happens all at once. WIIFM Is the solution worth adopting? 4 Why is it difficult to adopt new technologies? Delayed Gratification No Guarantees Early adopters give up their “comfort zone” immediately but receive benefits in the future. The new solution may not work the way it is supposed to. Squishy Benefits Benefits, especially with portal and collaboration solutions, are typically qualitative, which makes them very difficult to describe and compare. This is why collecting user success stories is so important. 5 The 9X Effect A new product has to offer a nine times 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). 6 It’s a partnership … Effective adoption planning is a partnership – IT and the business need adoption goals 7 Critical Elements for User Adoption Planning 1. 2. 3. 4. 5. 6. 7. 8. Make sure that you’ve got a solution worth adopting Understand how users adapt to change Implement a training plan Implement a communications plan Have a user support plan Think about incentives and rewards Allow users to provide feedback Document your plan 8 Unfortunately, … 9 … here’s what you are looking for “I’m using [the solution] to get my work done. It only takes me a few minutes to get the answers I need. It used to take me hours” “Our business function has improved. It used to take us 3 days to do [that process] and now it takes us only 3 hours.” “This is helping us get things done. ” 10 What’s the One Big Thing? DONE 11 1. Have a solution worth adopting! Identify Your Stakeholders Understand Their Business Objectives - WIIFM Understand Your Culture Identify How Success Will Be Measured Prepare a Governance Plan Design a Good Site But don’t be a slave to it! Well organized content Search that works Follow design and page layout best practices Plan Roll-Out and Launch 12 Business pain matters … Quality suffers: when people can’t find what they need fast enough People feel demoralized when they can’t manage their work information 13 … so does solving a specific problem … 60% of the winners in the 2011 Intranet Design Annual have mobile versions Not full blown, but what employees need “on the go” 14 … and encouraging engagement Comments Ratings Count and Promote 15 Engagement really matters! According to Gallup, engaged employees exhibit: 37% less absenteeism 25-49% less turnover 27% less employee theft 18% higher productivity 16% higher profitability Source: http://www.gallup.com/consulting/121535/employee-engagement-overview-brochure.aspx Engaged Productive Profitable 16 2. Why is change so hard? Comfort with the status quo Discomfort with being forced to change “This is how we’ve always done it … and it works for me.” “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?” But, Master, you Make me “one with everything.” Where’s my change? know this: change comes from within. 17 My favorite quotes about change Change is good - you go first. Kenneth F Murphy 1955-, former SVP HR of Altria Group and writer It is not the strongest of the species that survive, nor the most intelligent, but the one most responsive to change. Charles Darwin People don't resist change. They resist being changed! Peter Senge, management writer famous for the notion of the learning organization 18 How does change impact your adoption plan? DEGREE OF CHANGE Engagement Communications and Training ADOPTION PLAN FOCUS 19 3. Develop a training plan Don’t assume “it’s intuitive” One size does not fit all Don’t try to train all at once Adapt to the learning style of the learner 20 4. Communicate, communicate, communicate! Communications planning does not end at solution launch Communications needs to be persistent Get SHARP On SharePoint 21 Align communications with the adoption curve Awareness Learning Trial Application Adoption Adoption 100% Stage/Time User achieves awareness of the new technology and begins forming perceptions around its importance and value. User experiments with the tool on current projects to experience tangibly how it fits with current modes of working. Obtains real-time under-standing of benefits and experience. User obtains an understanding, both theoretical and demonstrated, of the tool’s fundamental attributes, such as what it does, its value, how to use it, and how it integrates with existing work processes. User incorporates the solution as an indispensable tool. As such, the solution is a formal element within specific stages of work processes. User applies the technology regularly and gains greater familiarity with it, specifically as it relates to fundamental tasks. Adapted by Reuben Danzing from "Diffusion of Innovations" by Everett M. Rogers, 5th Edition, Free Press, 1995 Tested ideas for your communications plan 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 30 for 30 Desktop wallpaper Usability testing 23 Poster example It’s like having your very own super hero utility belt -- with no need for the super hero tights. 24 5. Plan User Support Make sure that the help desk is prepared “Seed” the organization with power users Pilot team Volunteers Launch week (and beyond) activities They are often left out of training – big mistake Lunch and Learns Ongoing support Office hours Center of Excellence Training and Documentation 25 You can have access, but you have to promise that you’ve done the training … from Tony Hiss at SSOE Group 26 Adoption feedback – and helpful “adoption” training integrated with SEARCH! 27 Timely, recurring fun … SharePointoberfest - inebriate while you collaborate! CollaBOOration - A Ghoulish Guide to Metadata SharePointgiving - Give thanks to document workflow and approval 28 6. Think about incentives and rewards Key Influencer Strategy Key Motivators Someone important “Mikey” People tend to follow others – when we see other people writing reviews, sharing knowledge, and submitting ideas, we get the sense that this is just what we’re supposed to do. Insights from MySite pilot Gardening and Yoga drive adoption? Fun Stuff Scavenger Hunt Snow and Checkered Flags Launch Video Points, Badges, Prizes Five for Five “Profile Week” 29 7. Allow users to provide feedback User feedback helps identify where you’ve got adoption challenges Provide an opportunity to provide feedback on every page Get up out of your desk and ASK for feedback! Conduct usability tests and LISTEN to what people say but WATCH what they do 30 8. Document your plan It makes you think. It gives you something to share. It involves other people. Make sure you define how you plan to measure adoption. Get a baseline! 31 What are your adoption challenges (and success stories)? This is the audience participation part of the program. 32 User Adoption Resources General Read User Adoption Strategies: Shifting Second Wave People to New Collaboration Technology by Michael Sampson Get addicted to Jakob Nielsen’s Alertbox: http://www.useit.com/alertbox/ (Current Issues in Web Usability) SharePoint Download the Read Essential SharePoint 2010 by Scott Jamison, Susan Hanley, and Mauro Cardarelli Practical Framework for SharePoint Metrics I Use SharePoint: http://sharepoint.microsoft.com/iusesharepoint/landing.aspx SharePoint Server 2010 Adoption Best Practices White Paper from Microsoft by Sue Hanley and Scott Jamison (http://bit.ly/acLyla) Follow www.nothingbutsharepoint.com 33 Contact Information Susan Hanley President, Susan Hanley LLC www.susanhanley.com [email protected] 301-469-0770 (o) 301-442-0127 (m) Blog: http://www.networkworld.com/community/sharepoint Twitter: @susanhanley 34