Transcript Seriously, you want me to change AGAIN? User adoption in the world of SharePoint 2013 Susan Hanley President, Susan Hanley LLC Level: Intermediate.

Seriously, you want me to change
AGAIN? User adoption in the
world of SharePoint 2013
Susan Hanley
President, Susan Hanley LLC
Level: Intermediate
Be prepared
http://www.fema.gov/es/comment/1967
Are we sure?
User Adoption
User Engagement
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But wait, then why are we here?
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
Results mean …
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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%
Average profitability per client
engagement increased by 10%
Revenue increased by 10% with no
increase in headcount
Secret # 1: Adoption is not the end game
About Me
President, Susan Hanley LLC
• Knowledge Management •Experience
Expertise
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Information Architecture • Led national Portals, Collaboration,
and Content Management practice
Portals
for Dell
Collaboration Solutions
• Director of Knowledge Management
Governance, User
at American Management Systems
Adoption, Metrics
• www.susanhanley.com
Find
Me
• @susanhanley
• [email protected]
• 301-442-0127
Main Event
We built it, why don’t users just
come?
Secret # 2: Adoptable solutions solve problems
Features that engage
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Likes and Ratings
Recognition
Feedback
Helpful Hints
Search that works!
Engaging Search Features in
SharePoint 2013
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Content “inside”
preview
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Metadata preview
Date last edited
Count of views
Document
headings
View library
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Content that engages
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Well-written
– Text easy to scan
– Tips for writing great content for SharePoint:
http://bit.ly/H03c42
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Accurate, useful, timely, relevant
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No distracting images or banners
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Addresses the point
Secret # 3: It’s personal
User Adoption in Four Words
Me
Mine
Ours
Focused
Secret # 4: You can prepare16
Why is it difficult to adopt new
technologies?
Delayed
Gratification
No
Guarantees
Squishy
Benefits
The 9X Effect
A new product has to offer
a9X
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, 2003).
Secret # 5: It’s about change
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.”
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Discomfort with being
forced to change
– “I’m not broken, why are
you trying to fix me?”
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No personal benefit
– “Sure, I see why the bigwigs would want this, but
what’s in it for me?”
How does change impact your
adoption plan?
Engagement
DEGREE OF
CHANGE
Communications and Training
ADOPTION PLAN
FOCUS
Ease in to change
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Start small
Start with easier
projects – keep it
simple
Consider your
culture
Consider the “long
wow” – help users
create new habits
Engage your Mikeys
Secret # 6: It’s all about comfort
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
Supplement with timely, recurring
fun …
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SharePointoberfest - inebriate
while you collaborate!
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CollaBOOration - A Ghoulish
Guide to Metadata
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SharePointgiving - Give thanks
to document workflow and
approval
Secret # 7: It’s about communications
Just the facts
Communications
planning does not
end at solution
launch
Communications
needs to be
persistent
Launch ideas that worked …
mostly
Launch Video
http://www.scoop.it/t/intranet-launch-videos-and-teasers
Persistent communications that rocked
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
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Create (and use) an “anecdote” bank
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Target your messages
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Did you know …? rotating message (tip of the day)
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Portal Minute at the start of company meetings
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“Look what they did” success stories
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Cafeteria table toppers
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Message board/break room/elevator bank
announcements or posters
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Desktop wallpaper
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Usability testing
Secret # 8: It’s about support
Adoption is about support
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
Secret # 9: It’s about fun!
Incentives and rewards help kickstart
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Key Influencer Strategy
– Someone important
– 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.
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Fun Stuff
– Scavenger Hunt
– Launch Video
– Points, Badges, Prizes
– Five for Five
– “Profile Week”
More fun
But be careful … some homework
http://www.youtube.com/watch?v=u6XAPnuFjJc
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
Secret # 12: It’s about sharing
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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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)
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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
Contact Information
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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