Today we are talking about enterprise collaboration and how to get enterprise collaboration to every business user within the enterprise. We will talk specifically about the SharePoint adoption challenge. We see many customers rolling out SharePoint within the enterprise, we would like to share with today best practices about how to increase SharePoint usage and how to make sure that your business users within your enterprise are actually taking advantage of SharePoint for their business needs. We will talk about an adoption strategy which is transforming your email client into a collaboration console and we will take a look at what analysts have been researching on this subject, go through a number of enterprise use cases, and will see a demo of the new version of the SharePoint Integrator for Lotus Notes, version 2.5, with support for both Notes and Outlook and support for SharePoint 2010. We will also talk about the Social Enterprise and what that means for your organization and then we will take your Q&A.
If you are using SharePoint you are certainly not alone. As you see Microsoft SharePoint is dominating this market with a healthy 71% of the market share. (based on a Forrester survey of more than 500 enterprises in NA and Europe). These are the good news for Microsoft. We see also two major patterns of SharePoint adoption:Enterprise-wide as a strategic collaboration initiative, driven by central IT to help transform the enterprise. This is done primarily with SharePoint 2010, or MOSS 2007 with social features becoming increasingly important. Project-driven adoption to improve project execution and efficiencies with focus on document and email sharing. This is driven by departments and central IT act more as a services provider.
The bad news are, as you can see, that only 24% of the business users within these enterprises are using SharePoint on a daily basis while 76% of business users are actually NOT using SharePoint and ignoring all of this effort that central IT has done to rollout SharePoint. This can be frustrating for enterprises and for the central IT people who have made all these efforts to evaluate and select SharePoint, to acquire and purchase it, and then to roll it out. A lot of these enterprises are struggling with this adoption challenge. We are talking about the right adoption, which is helping people to be more efficient and to really collaborate within the enterprise. We have seen a lot of customers who are first testing and evaluating SharePoint through an IT pilot. They let IT users or an engineering group, who have been early adopters of SharePoint, to use SharePoint. Then they make a conclusion for the entire enterprise based on the IT or engineering pilot. However, there is actually a significant discrepancy between the adoption patterns of IT users and business users. We see that the business users have very different needs as they are not necessarily technically proficient and they really want to get their job done.
So the question really is what is not working, why do we have 76% of our business users within our enterprises who are not using SharePoint? We would really like everyone to collaborate on documents, to collaborate on calendars, and to use social networks to be improving efficiencies and increasing the top line of our companies. SharePoint is a great platform and has been adopted by a wide array of enterprises; however, SharePoint requires a change of behavior from the business end user. The business end user who has been used to using email, and have been using and abusing email for the past 20 years, is very comfortable with email and thinks that email is about everything. It is not only a messaging tool, but the business end user sees it also as a collaboration tool, and continues to exchange documents using attachments, and we’ll explain what’s wrong with that in a couple of minutes. We are expecting the business users here is to make a significant change in behavior and this change of behavior is something that you have to take seriously and really tackle to help them make the change.
When we look into the root cause of this lack of SharePoint adoption with Forrester analysts we found out the tool paradox: the more tools, the more frustrated your users get. People started with the simple email and then we gave business users an abundance of collaboration offering, to complete the functionality of our old email. We gave them Instant Messaging, access to portals, access to team workspace, document sharing facilities, web conferences, blogs, then the Twitter-like microblogging capacities. And all of these capacities are actually delivered through the Browser, and as a user, you end up being totally overwhelmed by multiple offerings all being delivered in a different browser window and you need to basically switch from one browser window to another one with no context to the current workflow you are working on, with no integration between the different artifacts from these different offerings. The issue is really an attention management issue. There are many studies about how all of this multitasking is actually counterproductive and how these people are actually struggling to stay concentrated on one task but they are always interrupted by the next thing. That is really the issue – a scattered user experience and this loss of attention. The natural reaction for the user is a protective and defensive, which is to go back to what he’s comfortable with, which is email.
So people go back to email and what you end up having is the well-known issues with email. Email is email. Email is not a collaboration tool. You end up sending all of these attachments to get remarks or to get redline on contracts, you are reviewing a budget and you are sending back and forth these huge spreadsheets with your Finance department. You end up with multiple versions of these documents and a huge merging problem. You end up spending a lot of time and frustration looking for documents within your Inbox; searching by sender, searching by size, searching by days, and you can’t find anything. And you are doing all of this because there is no context for knowledge, no context on project management; it is just a stream of messages. What is even worse is that what is happening is leading to a loss of information. For example, if an information worker leaves the company or sales people leave the company, important email interactions with customers is actually being lost in their Inbox; it is locked in their Inbox, and whatever is in their Inbox is basically lost from the broader enterprise.Ultimately, I have been falling back into a tool that does not serve our organizational needs. As I said, folks don’t always want to change, they want to do things they are still familiar with. If the change is too great, they will sometimes push back. So the question really is, how are we going to help people change their behavior to go to a better, easier, more collaborative and social behavior, which is going to be more beneficial for them and for the broader enterprise?
Actually, Matt Cain in his research at Gartner, and we have spent a lot of time with Matt, stated that the best way to collaborate is to actually transform email into a collaboration console. And this is where you have the best chance because most users are already in email; most business users are very comfortable with email, let’s add to what they are already doing. Let’s take this email, improve email, and transform it into a collaboration console. And let’s have all of our web search content, our instant messaging, our social networking activities, our voice messages, our RSS feeds, our SharePoint sites; let’s have all of these collaboration tools integrated, aggregated, within context, within email; thus really transforming our old email client into a collaboration console. That’s the way that Gartner has been paving for us to go in and provide this solution. Actually, we are seeing recently that most of the large vendors are going that way. Microsoft just launched Outlook 2010 which comes bundled with a social connector, which is really transforming Outlook into a social network platform. Google has been transforming gmail into a social platform with Google Buzz. Even before, IBM with Lotus Notes and the Eclipse architecture have been the first one to promote a plug-in architecture in order to transform email into a collaboration console.
So that’s what we have done. We have been taking advantage of the plug-in architecture of Lotus Notes and also the plug-in architecture of Outlook in order to transform your email client into a collaboration console, bringing document sharing capacity, bringing presence awareness, bringing your enterprise social network into the context of your email. With SharePoint Integrator, we enable you to find documents that are residing on the collaborative space, on SharePoint, either on the Cloud or within your premise. You can now easily share documents. You can also share email and this is very important, especially when working on a project, you can share calendars to manage the time of your team, and you have presence awareness; if you are in Lotus Notes, you have presence awareness with Sametime, or if you have Outlook, you have presence awareness with Microsoft Office communication server. And in the new version of the SharePoint Integrator, version 2.5, you also now get social information, the ability to build your social network from within your email, and to have access to SharePoint profiles, and SharePoint My Sites, directly from the context of your email. This really is the solution that Gartner has been defining within its research and this has been implemented by the large vendors within their own platform. Mainsoft is doing it across platforms between Lotus Notes and SharePoint, and we have been expanding that also into Outlook and SharePoint in order to give you the same exact user interface as you use on Notes for the customers that are migrating to Outlook.
We have seen many Lotus Notes customers who are upgrading to Notes 8 but we have also seen a lot of customers who are talking about a migration, we have some customers who are completing a migration and from our standpoint, we are totally agnostic to your email client; we support both Lotus Notes and Microsoft Outlook and you have the exact user interface, as we will share with you today during the demo, on Lotus Notes as well as on Microsoft Outlook. This is very important for shops who are migrating or thinking about migrating to Outlook because they can then decouple their migration project, which is really an IT infrastructure project which has nothing to do with your strategic collaboration initiative, from your initiative to increase collaboration and SharePoint usage and adoption within your enterprise. You can start with your Lotus Notes users, they can get used to SharePoint and as they migrate to Microsoft Outlook, they get the exact same user interface to SharePoint from Outlook. You get all of this from a single license; we promoted a model that allows you to preserve your investment if you purchase the SharePoint Integrator for Lotus Notes, you basically get for free one license of the SharePoint Integrator for Microsoft Outlook, which we are promoting under the Harmonie brand name. This gives you an idea of the type of solution we are proposing in the footsteps of the Gartner research.
Now, if we take a look at some of the use cases before we move to a demo; I would like to talk briefly about three use cases. Documents are still very important within the enterprise. You need to make sure that documents are very easy to share and this is a task that is not very easy. You want to make sure that everyone is accessing a single copy of the document on your SharePoint server, rather than having multiple copies scattered within My Documents or in the Sent folder on your Inbox. Now, let’s fix that issue by using SharePoint to have one copy and use versioning to look at the evolution of this single document rather than all of the funny names like version 1, version 2, final, final-final. Next, send links rather than attachments. As Jonas will show us, the whole idea here is to stop sending attachments and rather send links to SharePoint documents. Sometimes you need to send an attachment because people - your partner, your customers - may not have access to your SharePoint server, but within your organization we are really helping you promote sending links by enabling drag and drop of documents to your emails, and automatically replacing them with links. Also, the SharePoint Integrator suggests that you replace attachments with links, and it automatically uploads them to a location you define on SharePoint.You can also collaborate in real time using Lotus Sametime. We also see that we are helping this mainstream business user, that we talked about, to change their behavior by first and foremost integrating all of these collaboration features within their workflow, email. And second, we are spoon feeding them the SharePoint taxonomy by reminding them to check in a document and that they need to fill in required property fields. All of this helps them to learn SharePoint and get their job done.
The second use case is about saving and sharing emails on SharePoint and have the ability to drag an entire Notes or Outlook email and to save it, together with its attachments, on SharePoint. We save the email as an HTML file with all of the attachments, preserving the format, and people, even using a simple browser, will be able to access this email. Why do you need to save email? At first it may sound weird, but actually as we mentioned before if you have an important customer interaction a lot of the important information is embedded within the body of the email so you don’t want to lose this information if and when a person is leaving the company. You want to make sure that project related information is actually being saved on SharePoint regardless of whether that information is within documents or that information is within emails. Emails are just another type of document, that is the way you need to look at it, and a lot of times there is very important information that is captured within the body of the email. So it is important to make it very easy to drag and drop emails onto a SharePoint location. First, this enables people to have all of the available and relevant information about a project in one central location, regardless of the format, whether it is Word, Excel spreadsheet, PDF, whatever. Second, making sure that critical business information is not lost in the process.
The 3rd use case is sharing calendars and giving you the ability to manage time across your team. With SharePoint you have a great facility to define team calendars and to create individual calendars, for your sales team, your marketing team, and you can have a shared calendar. This way everyone can see where the next trade show is happening, when the next sales training is happening, when the next design review is happening, and what is the schedule and the agenda. You have the ability to aggregate these team calendars (which can be residing over the Cloud on your hosted SharePoint site, or on your own premise), directly within your Notes calendar. You can manage these SharePoint calendars from Notes; you can create events which will be created on the SharePoint calendar even though you created it from the Notes interface. As you will see in the demo, you can even import team calendars. For example, if I am traveling as I am this week and I want my team to know where I am located I can simply export my calendar event which is on my personal calendar and I can export them onto a team calendar. This way all of the contact information and details that my assistant put together about my travels is now available to my team and they can call me in the middle of the night (which is always fun).
The last use case we will talk about is building your enterprise social network, from your email client. You receive an email from someone you don’t know in your enterprise. The person profile shows up in the sidebar, and you can easily access his profile, learn about this personal skills, and view his shared documents on his My Site. You can add this person as a colleague and start building your enterprise social network. You can get to know your colleagues using context sensitive business cards – whenever you see a user name, whether in an email, a meeting attendee, or a document editor, you can view his business card and get to know this person. You will also see his presence awareness status, and know if he’s available, and start chatting with him, in your email.
This leads us to a new vision of the enterprise, a vision that shows an enterprise that is more collaborative, an enterprise that is sharing - documents, emails, calendars; which is really moving from “mine” to “ours.” By moving my data and my documents to My Sites which are being shared with everybody The organization does not work by the org chart but with mission-centric teams. You can use search and all kinds of new connections which have been established by using social networks within the enterprise. You can now find affinities and you can build teams based on skills and on affinities, based on preferences and talent. You can have mission-centric teams rather than org charts and departments which are a lot more static and less effective regarding competition and the top line. The ability to rate documents and materials allows the enterprise to promote people according to how their materials are being rated, so the enterpriseis moving from a hierarchy to a meritocracy. It’s important as you make this decision that you enforce the executives in the process to get their sponsorship because there are a lot of cultural issues as we are making these behavioral changes: getting people to become more collaborative, more social, adopting SharePoint, and adopting collaboration. This has to be done in concert with the entire organization.
What’s coming next? We will see more social features in the next version of the SharePoint Integrator for Lotus Notes which will be due out towards the end of this year or the beginning of next year. We will see the social features, such as the ability to rate documents. SharePoint 2010 offers a number of advanced social features that we’ll support within Lotus Notes, including: Tags, which offer a simple and flexible way of creating an enterprise taxonomy. Document ratings. For example, if you have a sales team which is getting a lot of documents from the marketing team, you can start measuring the marketers based on how popular the materials are that they are delivering to the sales team. The sales team can very easily rate all of these presentations, RIO, video demos that are being delivered to them by marketing. The best marketers can be promoted based on their merit rather than based on other considerations. Notes boards. Similar to a Facebook wall, this feature allows people to post their comments on shared documents. Microblogging. Like Twitter, people can also micro-blog status updates.
We have seen a very fast increase in the adoption of SharePoint Integrator for Lotus Notes which has been around for two years. It is a very mature product which is being used by many enterprises as you can see here.
So now let’s talk about collaboration metrics. How do you measure the success of your collaboration initiative? And how do you measure user adoption of SharePoint on an ongoing basis? We’ve learned a lot talking with IT executives about the collaboration trends, and tracking metrics they expect will create business value for their enterprise. IT executives want to see collaboration going up and email usage, email traffic, and email volume going down. Specifically, they want to see an increase in the number of IT users adding emails and documents, and updating documents on SharePoint. They’d like to see an overall increase in the number of shared documents and an increase in overall SharePoint site traffic. The main reason for decreasing email volume is because email is expensive. According to Forrester, the fully loaded cost per user per year is anywhere between 200 dollars and 340 dollars. So many IT executives want to see email storage, a significant component of total email costs, going down. They want to see fewer attachments being sent to a long list of people in a workgroup. So, these are sample metrics you want to track as you promote SharePoint adoption, both in an initial pilot and on an ongoing basis.
Harmonizing SharePoint 2010 and Lotus Notes - an effective collaboration strategy Yaacov Cohen, CEO Jonas Martinsson, Product Manager
Agenda The SharePoint adoption challenge E-mail as a collaboration console Use Cases SharePoint Integrator 2.5 Demo The Social Enterprise Q&A 2
Microsoft leads workspace investments Who is your primary provider for team workspaces? 3 Base: 556 North American and European IT decision-makers Source: Enterprise And SMB Software Survey, North America And Europe, Q4 2009
SharePoint deployment vs. adoption What percentage of your organization has access to, and actively uses SharePoint or SharePoint-based applications today? Source: InfoTrends. 367 participants. 4
What’s not working? Enterprises choose SharePoint Collaboration on documents Collaboration on calendars Social networks Business users continue to use e-mail and attachments 5 improvedefficiency How to change user behavior?
More tools than ever; and more frustrated users 6 Portal Workspace Web Conference Social Network Blog IM Microblog e-mail
Problems of collaborating using e-mail Many versions of each document, merging problems Difficult to find documents No context for knowledge or information management Workers leave and business information is stuck in their inboxes 7
E-Mail becomes an aggregation and launch point for multiple content and activity sources 8 Social networking activities Voice messages (.wav and text) Instant messages RSS feeds, video Web search content Business application alerts Subscribe to external calendars Matt Cain, Beyond E-Mail: Does E-Mail Have a Future, and Why Should You Care?, Gartner Research, 2010
17 What’s coming next? Tags (Folksonomy) Rating Stars displayed in documents list and properties pane Note board (comments) In a new Properties pane tab Microblogging
Partial Customer List – SP Integrator for Notes Manhattan Home Finance 18
Collaboration Success Metrics:Integrating SharePoint with Lotus Notes Number of IT users that manage team e-mails and documents on SharePoint. Number of documents uploaded on SharePoint. Number of SharePoint site hits. Increase SharePoint adoption and usage: Decrease in e-mail traffic: Storage, server costs. Bandwidth requirements. 19
Harmonizing SharePoint 2010 and Lotus Notes - an effective collaboration strategy Yaacov Cohen, CEO Jonas Martinsson, Product Manager