SharePoint Saturday UK - Measuring the Intangible, SharePoint ROI

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SharePoint Saturday UK - Measuring the Intangible, SharePoint ROI.
Ant Clay talks about how you can measure the seemingly intangible value of the social features of Microsoft SharePoint 2010.

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  • [twitter] Measuring the Intangible, SharePoint Social ROI session about to start  [/twitter] 
  • Talk briefly about my role and 21apps
  • What’s the most intangible set of features in SharePoint…. Ask the audience…Social FeaturesSocial is people based
  • Ask the audience why we should measure at all?
  • Well not directly… ROI = [ (Gain – Cost) / (Cost) ] *100I want to talk about the really tricky bit of that equation ‘GAIN’
  • Let’s start with what I think is a key problem with SharePoint generally, but especially when it’s a Social ProjectCelery contains 6 calories. But the mere act of digesting said stalk burns more like 10 calories, resulting in a negative caloric intake.This is like spending lots of time and effort, licenses, hardware and project time and money, but not delivering anything the business needs¾ of SharePoint projects I was aware of over the past 5 years DID NOT deliver true Business ValueNEGATIVE ROI[twitter] Talking about ‘The Celery Effect’ [/twitter] 
  • SharePoint projects are people projects; therefore they are inherently squishy and hard to figure out!But let’s face it they’re more tangible and less squishy than say…[twitter] SharePoint projects are PEOPLE projects [/twitter] 
  • B.O.B (Monster vs Aliens)…So we have some structure, some ideas, ‘good practice’, some avenues to pursue and some ways that we can measure if we really try!Let’s 1st have a chat about why Social is such a big deal because that indicates why its apparently so hard to measure[twitter] SharePoint isn’t as squishy as B.O.B (Monsters vs Aliens) [/twitter] 
  • Cynefin framework – Dave SnowdenExchange projects are ComplicatedSharePoint projects are Complex – Why, because you don’t know that you will make progress towards your goal until you’ve done something (i.e. delivered some features for users to use)[twitter] SharePoint is COMPLEX in the Cynefin framework [/twitter] 
  • Social Media Today stated in a recent article on ‘benefit measures’ of internal social media thatThe business value (ROI) of internal social media networks depends on how effectively the social media tools help drive:Enhanced employee engagementStreamlined operationsBetter, faster innovation[twitter] Going through some ‘social’ facts [/twitter] 
  • Social Media Today stated in a recent article on ‘benefit measures’ of internal social media thatThe business value (ROI) of internal social media networks depends on how effectively the social media tools help drive:Enhanced employee engagementStreamlined operationsBetter, faster innovation
  • Social Media Today stated in a recent article on ‘benefit measures’ of internal social media thatThe business value (ROI) of internal social media networks depends on how effectively the social media tools help drive:Enhanced employee engagementStreamlined operationsBetter, faster innovation
  • Social Media Today stated in a recent article on ‘benefit measures’ of internal social media thatThe business value (ROI) of internal social media networks depends on how effectively the social media tools help drive:Enhanced employee engagementStreamlined operationsBetter, faster innovation
  • Gallup Study identified:
  • Gallup Study identified:
  • New Zealand Article22 October 2010 http://www.stuff.co.nz/business/opinion/4264080/Enough-already-information-overload[twitter] Avg. employee spends less than 2.5 days/week doing their real job [/twitter] 
  • Organisational changesMoving from Command and Control organisations.Value isn’t something that’s generated at the top and taken by the guys at the bottom…
  • David Weinberger stated in the Book ‘ClueTrain Manifesto’ in 1999 "hyperlinks subvert hierarchies – This is now finally happeningHow many of you “get things done” by who you know and not “the formal process”??Connected to people, knowing peoples skills etc All Social activities[twitter] Referencing the book - ClueTrain Manifesto – Hyperlinks subvert hierarchies //@mattgroves [/twitter] 
  • Whether we like it or not we are all in a VERY competitive global marketplace
  • So that is why for most businesses who have SharePoint, social features absolutely make sense. But how do we know that in our organisation our SharePoint project that’s deploying Social Features is actually making a difference?We know it should but is it really? Is it enough? Is our progress in the right direction? Are we delivering value
  • [twitter] Measurement facts by the Einstein & @AndrewWoody [/twitter] 
  • Social Features:What do we want to measure?How are we going to measure it?[twitter] What should we measure in a SharePoint Social features based project? [/twitter] 
  • List out a set of Social Feature Based metrics… some are vanity ones
  • So if our metrics are ‘up and to the right’ that’s a win yes?Audience, what do they think?[twitter] If your metrics are ‘Up & to the Right’ is that always a good thing? [/twitter] 
  • Why would we think that? Is that really true?No I don’t think it is…I think metrics on their own can be very very misleading
  • Let me take you away from the SharePoint World!Taken from the book ‘The Lean Start-Up’ by Eric RiesWe will focus on one key aspect for this talk – ‘Innovation Accounting’.3 learning milestonesIn the book it talks about ‘ Innovation Accounting’ and that’s what we at 21apps use to drive our business and to ensure we deliver maximum value from our SharePoint projects.[twitter] Talking about ‘The Lean Startup’ by @ericries[/twitter] [twitter] Specifically how Innovation Accounting can be used in SharePoint projects! [/twitter] 
  • Baseline – where are we and where we going?
  • 2. Tune the engine – build the solution, iterations, continuous improvement, measurement and insights testing our baseline assumptions
  • 3. Pivot or Persevere – Making progress then continue, not making progress then Pivot (Watch for Vanity Metrics)
  • In the book it talks about ‘ Innovation Accounting’ and that’s what we at 21apps use to drive our business and to ensure we deliver maximum value from our SharePoint projects.Assumption is where we are going / what we are trying to achieveMetric is how we would measure that progress (not a Vanity metric)Experiment – Is what we will build to test the assumption[twitter] How does Innovation Accounting really work? [/twitter] 
  • Baseline – where are we and where we going?[twitter] Innovation Accounting in SharePoint projects – Have an awesome baseline! Boom, how low can we go…[/twitter] 
  • Reference the book… Simon Sinek – ‘Start with Why’Why are we doing this project, why SharePoint Social Features?Has to be to ‘Make a Positive Difference’No platitudes[twitter] Referencing Simon Sinek’s book ‘Start with Why’[/twitter] 
  • Humffrom Nick Jnr.Book - “Built to Last: Successful Habits of Visionary Companies” by James Collins and Jerry PorrasExplain BHAG – There needs to be a bold, big reason (no platitudes) for doing the project that the SharePoint project team can believe in[twitter] Humf, Big Hairy Audacious Goals and NO Platitiudes [/twitter] 
  • Where are we today? (Social Focus)Good or bad, it’s reality
  • 2. Tune the engine – build the solution, iterations, continuous improvement, measurement and insights testing our baseline assumptions[twitter] Tune the Engine – Continuous delivery, adaptive organisations, measurements & insights [/twitter] 
  • This is project delivery... But we must remember to:Iterate, Agile, small projects with clear actionable business outcomes Not talking year long cycles or quarters or even months but weeks and daysContinuous improvementAdaptive organisation
  • Measure
  • Vanity metrics.Is what your measuring and the results your seeing because of something you have just done (cause and effect) or because of: ‘old momentum’‘external factors‘[twitter] Innovation Accounting in SharePoint projects - Beware of Vanity Metrics [/twitter] 
  • Is what you have learnt (feedback and measurement) taking you towards your goals / Your original Assumptions?[twitter] Innovation Accounting in SharePoint projects – Validated learning [/twitter] 
  • 3. Pivot or Persevere – Making progress then continue, not making progress then Pivot (Watch for Vanity Metrics)Detail on next slide[twitter] Innovation Accounting in SharePoint projects – Once measured, ‘Pivot or Persevere’ [/twitter] 
  • Don’t just buildDon’t just measureYou need to do something with those metrics…Be proactive[twitter] Innovation Accounting in SharePoint projects – Get off your ass, don’t be lazy [/twitter] 
  • Pivot or PersevereAre we making progress towards our Big Hairy Audacious Goal?If we are great, if we aren’t then Pivot – based upon what we have learnt start another iteration of the project (sprint) based on new assumptions of how we will reach our goal.
  • So what tools are there around for measuring these intangibles?[twitter] Tools to measure intangibles in SharePoint Social projects [/twitter] 
  • Use both![twitter] Use both Quantitative and Qualitative tools to measure SharePoint Social [/twitter] 
  • What do they think? End-users, stakeholders, how’s the support call volumes? What’s the vibe in the organisation?Get out of the IT team and into the business.. Open your eyes[twitter] Tools to measure intangibles in SharePoint Social projects – End Users [/twitter] 
  • Site trafficSearch metricsBad behaviours still happening (email use, folders, phone calls, file server etc)A/B Split Testing – Use Audiences to achieve thisWhat else?[twitter] Tools to measure intangibles in SharePoint Social projects – SharePoint Metrics [/twitter] 
  • Draw OutVision  +ve Change  Business Outcomes  Social features  Project GoalProgress towards your business goalsHow does the delivery of social features meet our project goals, how does that meet the programme goals how does that meet our organisational vision and strategy?[twitter] Tools to measure intangibles in SharePoint Social projects – Goal Alignment [/twitter] 
  • [twitter] Tools to measure intangibles in SharePoint Social projects – Kapitola Pathways [/twitter] 
  • Should you trust this… I think so.Shouldn’t be relied upon but shouldn’t be discarded[twitter] Tools to measure intangibles in SharePoint Social projects – Your Gut Feel [/twitter] 
  • Then show that everything in Delivery AND Realisation must be traced back to support Vision & Outcomes[twitter] Tools to measure intangibles in SharePoint Social projects – 21shift model[/twitter] 
  • If you’re hitting challenges, maybe try using the ‘5 whys technique’TaiichiOhno – The Five Why’s?Toyota Production System / Lean ManufacturingAsk why 5 times of an issue or challenge and you will get to the root cause, usually not a systemic problem, more likely to be a ‘human’ issue.[twitter] Tools to measure intangibles in SharePoint Social projects – TaiichiOhno’s 5 Whys [/twitter] 
  • Storytelling:Get end users to tell you stories, listen for stories (water-cooler, meetingsetc)1. This is what the future looks like2. I did these things and this was the result (£, efficiencies etc)Anecdotes… Gather, store, analyseBook: The Leader’s Guide To Storytelling - By Stephen Denning[twitter] Tools to measure intangibles in SharePoint Social projects – Storytelling (my favourite) [/twitter] [twitter] Book: The Leader’s Guide To Storytelling - By Stephen Denning [/twitter] 
  • Innovation Games – born out of market research:Customer insights, product development, customer engagement, prioritisation[twitter] Tools to measure intangibles in SharePoint Social projects – Innovation Games (See our next session!) #InnovGames [/twitter] [twitter] Book: Innovation Games - By Luke Hohmann [/twitter] 
  • Where do we go now? What can we do..
  • Rule #1 – Start with ‘Why?’Rule #2 – BHAGRule #3 – Base-line (measurable business outcomes)Rule #4 – Tune the Engine -> Continuously improve -> on-going agile projects -> Measure & gain validated learningRule #5 – Beware ‘vanity metrics’Rule #6 - Pivot or persevere[twitter] Measuring the intangible, SharePoint Social ROI – 6 ingredients in the recipe for success![/twitter] 
  • Rule #1 – Start with ‘Why?’Rule #2 – BHAGRule #3 – Base-line (measurable business outcomes)Rule #4 – Tune the Engine -> Continuously improve -> on-going agile projects -> Measure & gain validated learningRule #5 – Beware ‘vanity metrics’Rule #6 - Pivot or persevere
  • Rule #1 – Start with ‘Why?’Rule #2 – BHAGRule #3 – Base-line (measurable business outcomes)Rule #4 – Tune the Engine -> Continuously improve -> on-going agile projects -> Measure & gain validated learningRule #5 – Beware ‘vanity metrics’Rule #6 - Pivot or persevere
  • Rule #1 – Start with ‘Why?’Rule #2 – BHAGRule #3 – Base-line (measurable business outcomes) not technical featuresRule #4 – Tune the Engine -> Continuously improve -> on-going agile projects -> Measure & gain validated learningRule #5 – Beware ‘vanity metrics’Rule #6 - Pivot or persevere
  • Rule #1 – Start with ‘Why?’Rule #2 – BHAGRule #3 – Base-line (measurable business outcomes)Rule #4 – Tune the Engine -> Continuously improve -> on-going agile projects -> Measure & gain validated learningRule #5 – Beware ‘vanity metrics’Rule #6 - Pivot or persevere
  • Rule #1 – Start with ‘Why?’Rule #2 – BHAGRule #3 – Base-line (measurable business outcomes)Rule #4 – Tune the Engine -> Continuously improve -> on-going agile projects -> Measure & gain validated learningRule #5 – Beware ‘vanity metrics’Rule #6 - Pivot or persevere
  • Rule #1 – Start with ‘Why?’Rule #2 – BHAGRule #3 – Base-line (measurable business outcomes)Rule #4 – Tune the Engine -> Continuously improve -> on-going agile projects -> Measure & gain validated learningRule #5 – Beware ‘vanity metrics’Rule #6 - Pivot or persevere
  • Final point is that IMHO this process (SharePoint Social projects) is infinite…Have to be making progress towards the goals (What and Why) but organisations change, tech maturity evolves, the process is ongoing.[twitter] SharePoint Social projects – Expect this to be an infinite journey towards your goals [/twitter] 
  • [twitter] Andrew McAfee Quote - start thinking abt busy users with short attention who need 2 GTD & can always reach for email.” [/twitter] 
  • Any further questions?[twitter] That was ‘Measuring the Intangible, SharePoint Social ROI session’. Thank you all[/twitter] 
  • [twitter] Don’t forget to come to 21apps next session - SharePoint ‘Innovation Games’ Workshop #spsuk38 [/twitter] 
  • SharePoint Saturday UK - Measuring the Intangible, SharePoint ROI

    1. 1. Measuring the Intangible, SharePoint Social ROI #spsuk17www.21apps.com @AndrewWoody #spsuk #rwsbs
    2. 2. CodeCamp / SharePoint Saturday, March 26th 2011
    3. 3. Measuring the intangible CodeCamp / SharePoint Saturday, March 26th 2011
    4. 4. Why Measure CodeCamp / SharePoint Saturday, March 26th 2011
    5. 5. Caveat: Not discussing ROI CodeCamp / SharePoint Saturday, March 26th 2011
    6. 6. the celery effect..
    7. 7. SharePoint projects are People projects CodeCamp / SharePoint Saturday, March 26th 2011
    8. 8. ..but not as squishy as B.O.B CodeCamp / SharePoint Saturday, March 26th 2011
    9. 9. CodeCamp / SharePoint Saturday, March 26th 2011
    10. 10. Social facts #1 CodeCamp / SharePoint Saturday, March 26th 2011
    11. 11. CodeCamp / SharePoint Saturday, March 26th 2011
    12. 12. CodeCamp / SharePoint Saturday, March 26th 2011
    13. 13. CodeCamp / SharePoint Saturday, March 26th 2011
    14. 14. An engaged workforce has 2.6 * earnings per share growth rate CodeCamp / SharePoint Saturday, March 26th 2011
    15. 15. Failing to engage employees: $300 Billion in wasted productivity CodeCamp / SharePoint Saturday, March 26th 2011
    16. 16. ..average employee spends less than two-and-a-half days per week actually doingtheir job.The rest of the time is spent navigating avirtual forest of information. CodeCamp / SharePoint Saturday, March 26th 2011
    17. 17. Orgs have changed CodeCamp / SharePoint Saturday, March 26th 2011
    18. 18. “Hyperlinks subvert hierarchies”From the “Cluetrain Manifesto” CodeCamp / SharePoint Saturday, March 26th 2011
    19. 19. CodeCamp / SharePoint Saturday, March 26th 2011
    20. 20. SharePoint Social Features CodeCamp / SharePoint Saturday, March 26th 2011
    21. 21. Measurement fact “Not everything that can be counted counts, and not everything that counts can be counted.” “Hard things to measure are the ones you probably should be measuring!” CodeCamp / SharePoint Saturday, March 26th 2011
    22. 22. Measure… what? CodeCamp / SharePoint Saturday, March 26th 2011
    23. 23. Reduction in email Work / Life Balance CodeCamp / SharePoint Saturday, March 26th 2011
    24. 24. Up & to the right = #WIN ? CodeCamp / SharePoint Saturday, March 26th 2011
    25. 25. CodeCamp / SharePoint Saturday, March 26th 2011
    26. 26. Innovation accounting CodeCamp / SharePoint Saturday, March 26th 2011
    27. 27. BaselineCodeCamp / SharePoint Saturday, March 26th 2011
    28. 28. Tune EngineCodeCamp / SharePoint Saturday, March 26th 2011
    29. 29. Pivot/PersevereCodeCamp / SharePoint Saturday, March 26th 2011
    30. 30. Innovation accounting CodeCamp / SharePoint Saturday, March 26th 2011
    31. 31. BaselineCodeCamp / SharePoint Saturday, March 26th 2011
    32. 32. Start with „Why‟? CodeCamp / SharePoint Saturday, March 26th 2011
    33. 33. Big Hairy Audacious Goal CodeCamp / SharePoint Saturday, March 26th 2011
    34. 34. Starting point CodeCamp / SharePoint Saturday, March 26th 2011
    35. 35. Tune EngineCodeCamp / SharePoint Saturday, March 26th 2011
    36. 36. CodeCamp / SharePoint Saturday, March 26th 2011
    37. 37. Measurement CodeCamp / SharePoint Saturday, March 26th 2011
    38. 38. Beware of vanity metrics CodeCamp / SharePoint Saturday, March 26th 2011
    39. 39. Validated Learning CodeCamp / SharePoint Saturday, March 26th 2011
    40. 40. Pivot/PersevereCodeCamp / SharePoint Saturday, March 26th 2011
    41. 41. Get off your ass… CodeCamp / SharePoint Saturday, March 26th 2011
    42. 42. Pivot or Persevere? CodeCamp / SharePoint Saturday, March 26th 2011
    43. 43. Tools to measure intangibles CodeCamp / SharePoint Saturday, March 26th 2011
    44. 44. Quantitative & Qualitative CodeCamp / SharePoint Saturday, March 26th 2011
    45. 45. End-users CodeCamp / SharePoint Saturday, March 26th 2011
    46. 46. SharePoint metrics CodeCamp / SharePoint Saturday, March 26th 2011
    47. 47. Goal alignment CodeCamp / SharePoint Saturday, March 26th 2011
    48. 48. Kapitola pathway CodeCamp / SharePoint Saturday, March 26th 2011
    49. 49. Gut feelCodeCamp / SharePoint Saturday, March 26th 2011
    50. 50. Identity Realisation Vision SharePoint Business Value Delivery Outcomes SolutionCodeCamp / SharePoint Saturday, March 26th 2011
    51. 51. The Five Why‟s? CodeCamp / SharePoint Saturday, March 26th 2011
    52. 52. Listen Stories CodeCamp / SharePoint Saturday, March 26th 2011
    53. 53. CodeCamp / SharePoint Saturday, March 26th 2011
    54. 54. CodeCamp / SharePoint Saturday, March 26th 2011
    55. 55. Simple recipe for success CodeCamp / SharePoint Saturday, March 26th 2011
    56. 56. Simple recipe for success CodeCamp / SharePoint Saturday, March 26th 2011
    57. 57. Simple recipe for success CodeCamp / SharePoint Saturday, March 26th 2011
    58. 58. Simple recipe for success CodeCamp / SharePoint Saturday, March 26th 2011
    59. 59. Simple recipe for success CodeCamp / SharePoint Saturday, March 26th 2011
    60. 60. Simple recipe for success CodeCamp / SharePoint Saturday, March 26th 2011
    61. 61. Simple recipe for success CodeCamp / SharePoint Saturday, March 26th 2011
    62. 62. CodeCamp / SharePoint Saturday, March 26th 2011
    63. 63. “The greatest challenge has to do with making technologists sufficiently user- like - getting them to stop thinking in terms of bells and whistles and elaborate functionality, and to startthinking instead about busy users with short attention spans who need to getsomething done, and who can always reach for email.” - Andrew McAfee CodeCamp / SharePoint Saturday, March 26th 2011
    64. 64. Any Questions CodeCamp / SharePoint Saturday, March 26th 2011
    65. 65. Thanks for your time & attentionwww.21apps.com @AndrewWoody #spsuk #rwsbs
    66. 66. @AndrewWoody #spsuk #rwsbs

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