UNLOCKING THE SECRETS OF SHAREPOINT USER ADOPTION Susan Hanley Susan Hanley LLC (USA)

User Adoption User Engagement

But wait, then why are we here?

Secret # 1: Adoption is not the end game

RESULTS

3

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 | 9 Conference

10

Delayed Gratification No Guarantees Squishy Benefits

12

Comfort with the status quo “This is how we’ve always done it … and it works for me.” 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

they

would want this, but what’s in it for me?”

… and engage some helpers

Leaders model the behavior “

No involvement by leaders, no commitment by employees.

No exceptions

.” Vala Afshar, Chief Marketing and Customer Officer at Enterasys 16

Secret # 6: It’s all about comfort

18

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 http://www.youtube.com/watch ?v=PN1IyDvyA2o MAN Diesel http://vimeo.com/60729239 http://youtu.be/SinFM8hNcOg Dartmouth-Hitchcock Intranet Home Redesign – watch the outtakes at the end for a laugh

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 Training and Documentation Make sure the help desk is prepared

• • • • • • • • Evangelists/ Moderators Encourage and promote people and conversations Monitor conversations Curate stories Celebrate successes Handle negative situations Educate and welcome Nurture members – inspire engagement Remove roadblocks

Secret # 9: Don’t forget the fun!

    

SharePointoberfest inebriate while you collaborate!

CollaBOOration A Ghoulish Guide to Metadata SharePointgiving – Give thanks to document workflow and approval

Feedback identifies challenges Ask for feedback everywhere 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. 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

[email protected]

+1 301-469-0770 www.networkworld.com/community/sharepoint www.susanhanley.com

www.linkedin.com/in/susanhanley/ @susanhanley

  User Adoption Strategies: Shifting Second Wave People to New Collaboration Technology  http://www.useit.com/alertbox/  http://www.nngroup.com/articles/intranet-social-features/        Essential SharePoint 2013 Essential SharePoint 2010 Practical Framework for SharePoint Metrics DiscoverSharePoint.com

SharePoint Server 2010 Adoption Best Practices White Paper www.nothingbutsharepoint.com

Connect One Carlyle Team Carlyle My Carlyle The Grid PERKolator (blogs) Orchard (intranet) The Pulse The Core The Seabag The Cupboard