Sue Hanley Unlocking the Secrets of SharePoint User Adoption [email protected] @susanhanley SharePoint Fest Chicago October 9, 2013 ©2013 SUSAN HANLEY LLC.
Download ReportTranscript Sue Hanley Unlocking the Secrets of SharePoint User Adoption [email protected] @susanhanley SharePoint Fest Chicago October 9, 2013 ©2013 SUSAN HANLEY LLC.
Sue Hanley Unlocking the Secrets of SharePoint User Adoption [email protected] @susanhanley SharePoint Fest Chicago October 9, 2013 ©2013 SUSAN HANLEY LLC 1 • Independent consultant specializing in • Governance • User Adoption • Metrics • Information Architecture • Knowledge Management • Portals, Intranets, Collaboration Solutions • Led national Portals, Management Collaboration, and Content practice for Dell • Director of Knowledge Management at American Management Systems [email protected] susanhanley www.susanhanley.com http://www.networkworld.com/community/sharepoint 2 User Adoption User Engagement Are we sure? 3 But wait, then why are we here? 4 The average time to on-board a new employee went from 3 months to 3 weeks Customer satisfaction scores increased by 20% Results mean … Average profitability per client engagement increased by 10% Revenue increased by 10% with no increase in headcount 5 Secret # 1: Adoption is not the end game We built it, why don’t users just come? 7 Features that engage Likes and Ratings Feedback Helpful Hints Search that works! 9 Well-written Text easy to scan Tips for writing great content for SharePoint Content that engages Accurate, useful, timely, relevant No distracting images or banners Addresses the point http://tiny.cc/ContentAuthoring 10 Secret # 3: It’s personal Me Adoption in Four Words Mine Ours Focused 12 13 Why is it difficult to adopt new technologies? Delayed Gratification No Guarantees Squishy Benefits 14 15 Comfort with the status quo “This is how we’ve always done it … and it works for me.” Why is change so hard? 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?” 16 DEGREE OF CHANGE Engagement How does change impact your adoption plan? Communications and Training ADOPTION PLAN FOCUS 17 Ease in to change … Start small Keep it simple Consider your culture Consider the “long wow”– help users create new habits 18 … and engage some helpers Identify and engage your Mikeys 19 Secret # 6: It’s all about comfort 20 Don’t assume it’s intuitive Have a training roadmap – to increase user comfort One size does not fit all Don’t try to train all at once 21 Supplement with timely, recurring fun … SharePointoberfest - inebriate while you collaborate! CollaBOOration - A Ghoulish Guide to Metadata SharePointgiving - Give thanks to document workflow and approval 22 Just the facts 24 Launch ideas that worked … mostly 25 Launch Video http://www.scoop.it/t/intranet-launch-videos-and-teasers 26 30 for 30 Persistent communications that rocked Get Sharp on SharePoint Intercept requests for communication via email – help with ongoing transition 27 Regular “on site events” – Polls on Mondays, Conversation Topic of the Week on Tuesdays, Employee Spotlights on Wednesdays, Trivia on Fridays Leverage existing meetings and events Create (and use) an “anecdote” bank Tested ideas for your communications plan Target your messages Did you know …? (tip of the day) Portal Minute at the start of company meetings Weekly recap “Look what they did” success stories Cafeteria table toppers Message board/break room announcements or posters Desktop wallpaper Usability testing 28 Secret # 8: It’s about support It takes a village Seed the organization with evangelists Pilot team Volunteers Employee advocates Plan ongoing support Office hours Center of Excellence Training and Documentation Make sure the help desk is prepared 30 Secret # 9: It’s about fun! Key Influencer Strategy Someone important Model the behavior Incentives and rewards help kick-start … Fun Stuff Scavenger Hunt Launch Video Points, Badges, Prizes Five for Five “Profile Week” Photo Booth 32 … and gamification can help maintain engagement … in the right situations Gamification is the application of game elements and game mechanics to non-game problems, such as business and social impact challenges. 33 Community features in SharePoint 2013 include gamification 34 Game elements: Points, Badges, Leaderboards 35 Is gamification appropriate for your business challenge? Motivation: Where would you derive value from encouraging behavior? Meaningful choices: Are your target activities sufficiently interesting? Structure: Can the desired behaviors be modeled through a set of algorithms? Potential conflicts: Can the game avoid conflicts with existing motivational structures? 36 37 Allow users to provide feedback 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 38 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. 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 41 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) User Adoption Resources Reference article published 3/4/13 about social features on intranets: http://www.nngroup.com/articles/intranetsocial-features/ SharePoint Essential SharePoint 2013 Essential SharePoint 2010 Practical Framework for SharePoint Metrics DiscoverSharePoint.com SharePoint Server 2010 Adoption Best Practices White Paper (http://bit.ly/acLyla) www.nothingbutsharepoint.com 42 One Carlyle Team Carlyle My Carlyle A rose by any other name … PERKolator (blogs) Orchard (intranet) The Grid The Pulse Connect The Core The Seabag The Cupboard 43