Sue Hanley Unlocking the Secrets of SharePoint User Adoption [email protected] @susanhanley SharePoint Fest Chicago October 9, 2013 ©2013 SUSAN HANLEY LLC.
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Transcript 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
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• 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
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User Adoption
User Engagement
Are we sure?
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But wait, then
why are we
here?
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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
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Secret # 1: Adoption is not the end game
We built it,
why don’t
users just
come?
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Features that
engage
Likes and Ratings
Feedback
Helpful Hints
Search that works!
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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
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Secret # 3: It’s personal
Me
Adoption in
Four Words
Mine
Ours
Focused
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Why is it
difficult to
adopt new
technologies?
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.”
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?”
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DEGREE OF CHANGE
Engagement
How does
change impact
your adoption
plan?
Communications and Training
ADOPTION PLAN
FOCUS
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Ease in to
change …
Start small
Keep it simple
Consider your culture
Consider the “long wow”– help
users create new habits
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… and engage
some helpers
Identify and engage your Mikeys
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Secret # 6: It’s all about comfort
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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
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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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Just the facts
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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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30 for 30
Persistent
communications
that rocked
Get Sharp on
SharePoint
Intercept
requests for
communication
via email – help
with ongoing
transition
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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
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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
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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
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… 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.
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Community
features in
SharePoint
2013 include
gamification
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Game
elements:
Points,
Badges,
Leaderboards
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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?
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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
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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
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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)
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
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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
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