Lotusphere 2011, BP106: "Where is the Love? How to get your users to fall in Love with Lotus Notes"

BP106 Where is the love? How to get your users to fall in love with IBM Lotus® Notes® Mat Newman | Director-Education | ISW www.isw.com.au

Agenda
Where is the Love?
Features vs Functionality
The User Driven Revolution
Bring back that Lovin' Feelin'
A little bit of Magic!
Be prepared to answer the questions

Where is the Love?
There are users who hate Lotus Notes
Why do they HATE Notes?
Who's fault IS it?
Feature … or Function?
Putting the frustration into perspective.

There ARE users who HATE Lotus Notes
Where is their pain?
There are entire web-sites dedicated to the topic:
ihatelotusnotes.com
LotusNotessucks.4t.com
Do YOU receive the same complaints over, and over, and ...

WHY do users HATE Notes?
Direct comparisons between FEATURES of 'Email' software
Perception of a lack of FUNCTIONALITY
Unfamiliarity with a POWERFUL/RICH client
Administrative Policies that don't make sense to users
Application Failures/Crashes
Not understanding 'The Power of Notes'

WHOSE fault is it?
IBM
Who develop the product, and provide the complete feature/functional set
Administrators
Who lock-down the client so that features are unavailable
Help-desks
Who don't provide immediate answers and solutions to user queries
Developers
Who create a sub-par user interface/experience
Human resources
Who don't provide adequate user training
Users
Who “ don't know how”/” can't learn how”/” won't learn how” to use the software
ANY combination of the above can cause users to lose 'That Loving Feeling'

Putting the frustration into perspective
Most user frustration comes from a lack of:
Training,
Knowledge,
Experience, and
Desire

Agenda
Where is the Love?

Feature or Function?
Functions are the “products answer to the set of user tasks”*
Create a document
Include content
Save and/or Distribute
Features are the “'user tools' available in the product to execute the functions”*
Keyboard Short-cuts
Form/View Actions
Toolbar short-cuts
Menu options
* Wood, 1995

Features are the aspects of a software application that users can see and interact with
Functionality is the capability of an application to perform a task
Many users equate the lack of an obvious feature with a perceived lack of functionality
With Notes, you may not win the feature battle every day, but you WILL win the Functionality WAR

What IS Lotus Notes?
Notes IS:
A database application, running within the eclipse frame work to provide a comprehensive functional environment,
A tool that enables users to consume, create, communicate, coordinate and collaborate,
It can Talk with just about ANY system,
The ONLY software that allows users to do it all, whether connected or not, in a single, cohesive environment.
Notes IS NOT:
Just 'another' email program

Agenda
Where is the Love?
The User Driven Revolution!

The Negative “USER DRIVEN REVOLUTION”
You may have experienced it!
Unstructured documents and lack of organization/process lead to Anarchy
Users who don't know they can ask for solutions will create their own
How many processes within your organization are driven by unstructured documents
When Anarchy reigns, no Solutions are provided and your users HATE Notes:
The catalysts for a negative User Driven Revolution exist
Result: Good-bye Lotus Notes

Provide the platform for the “USER DRIVEN REVOLUTION”
Users want solutions, not road-blocks!
Some users STILL believe that COLLABORATION=={email an attachment}
Despite being aware of – and using – sharing tools like slide-share, flickr, drop-box..
The most powerful platform, is the one you already own!

Creating the right environment for the “USER DRIVEN REVOLUTION”
Understanding that IBM Lotus Notes IS the multi-tool in the knowledge workers tool-kit,
The capabilities and functionality provided by the Notes client is unmatched by any other single piece of computer software
Realizing that Notes applications are easy to develop, integrate and implement
Almost anything is possible in Lotus Notes
Making sure you're current
The Notes 8 code-stream is the first in Notes' history where point.point releases have NEW features!
Using the FREE entitlements to provide users with a complete system

Empowering the “USER DRIVEN REVOLUTION”
A little bit of knowledge +
An understanding of the functionality +
An awareness of the capabilities +
A desire for simplified work processes = A Notes driven USER REVOLUTION
It all starts with a little love...

Agenda
Where is the Love?

Bring back that Lovin' Feeling
Introduce Notes PROPERLY
Dispel any preconceptions before they appear
Unleash the POWER
Learn how to do the '10 minute' presentation
Show users the MAGIC
There is more to Notes than JUST email
GIVE users the extras
they're the things that make Notes ... Notes!
Understand where the users are coming from

Notes is a Database application
Notes is Secure
Notes can access information from virtually anywhere!
Notes is our COLLABORATION platform!

Unleash the POWER
LEARN the 10 minute presentation!
It only takes 10 minutes to demonstrate the core functionality of the Notes client!
The 10 minute presentation should lay the foundations for the user to investigate further.
A little bit of knowledge and initiative, combined with a basic understanding of a powerful client results in an empowered user!

The '10 Minute' presentation
DEMO

Outcomes from the '10 Minute Presentation'
The capabilities of the software
The navigation and use of Notes database 'applications'
The pervasive availability of Messaging, Scheduling and Presence
The ability to WIRE or JOIN those FUNCTIONS together

The capabilities of the SOFTWARE
Notes is:
A Web-Browser
A File Browser
A Feed Reader
A Chat and Presence Client
A Content Consumer
A Database Platform
A Document Editor
A Personal Information Manager

The navigation and use of Notes database 'applications'
The standard presentation of Notes applications
The navigation techniques and short-cuts available to all applications
Methods available to find and search for database content

The pervasive availability of Messaging, Scheduling and Presence
Messaging features are available everywhere in the Notes client
Scheduling functionality will help users organize their time and increase productivity
Presence is the ability to identify and connect with an available resource

Show users the MAGIC
Widgets and Plug-ins allow access to data from a variety sources directly within the Notes client
Live Text can be used to recognize content within most documents
WIRING grants users the ability to link information together to create context, speed processes, and provide additional – contextually relevant - information

The '10 Minute' presentation summary
Notes IS a database
Notes IS secure
Notes CAN access information from virtually anywhere
Notes IS easy to use
Notes CAN simplify and expedite processes
Notes IS easy to 'extend' – it works like Magic

Show and GIVE Users the extras
DON'T
Lock down Notes so that users go looking elsewhere for solutions
Prevent users from suggesting improvements
Notes DOES include templates for Wiki's, Discussions and Blog's
DO
Allow users to communicate, collaborate and coordinate
Install your Entitlements – THEY ARE FREE!
IBM Lotus® SameTime® Entry (for presence and instant communication),
IBM Lotus® Traveler® (for mobile access),
IBM Lotus® QuickR® Entry (for centralized file-sharing),
IBM Tivoli® Directory Integrator® (THE data-moving animal!)

Agenda
Where is the Love?

Be prepared to answer the questions!
MOST 'issues' can be resolved/overcome with either:
Training/Demonstration,
A little bit of development,
LIVE-TEXT, or
Widgets and Plug-ins
The last two points are the difference between Notes BASIC and Notes STANDARD
Remember your users will ALWAYS be ready with a comparison when they see the 'Reply' and 'Forward' buttons

Be prepared to answer the questions! (cont...)
“There's no such thing as a stupid question ... ”
If you can't train all of your users, make sure you train your champions
Help Desk operators,
Product Specialists,
Power users
A knowledgeable and experienced champion will be the difference between frustrated users and satisfied users

Bring back that Loving feelin'
Unleash the POWER
Learn how to do the '10 minute' presentation
Show users the Magic!
It all makes sense when it works together
Show and GIVE users the extras
they're the things that make Notes ... Notes!
Understand where the users are coming from
PROVIDE THE PLATFORM FOR THE USER DRIVEN REVOLUTION

Agenda
Where is the Love?

Questions?

Want to know more?
Twitter:
@matnewman
Linkedin:
linkedin.com/in/matnewman
Web:
matnewman.com (blog)
isw.com.au (business)

Legal Disclaimer © IBM Corporation 2011. All Rights Reserved. The information contained in this publication is provided for informational purposes only. While efforts were made to verify the completeness and accuracy of the information contained in this publication, it is provided AS IS without warranty of any kind, express or implied. In addition, this information is based on IBM’s current product plans and strategy, which are subject to change by IBM without notice. IBM shall not be responsible for any damages arising out of the use of, or otherwise related to, this publication or any other materials. Nothing contained in this publication is intended to, nor shall have the effect of, creating any warranties or representations from IBM or its suppliers or licensors, or altering the terms and conditions of the applicable license agreement governing the use of IBM software. References in this presentation to IBM products, programs, or services do not imply that they will be available in all countries in which IBM operates. Product release dates and/or capabilities referenced in this presentation may change at any time at IBM’s sole discretion based on market opportunities or other factors, and are not intended to be a commitment to future product or feature availability in any way. Nothing contained in these materials is intended to, nor shall have the effect of, stating or implying that any activities undertaken by you will result in any specific sales, revenue growth or other results. All customer examples described are presented as illustrations of how those customers have used IBM products and the results they may have achieved. Actual environmental costs and performance characteristics may vary by customer. IBM, the IBM logo, Lotus, Lotus Notes, Notes, Domino, Quickr, Sametime, WebSphere, UC2, PartnerWorld and Lotusphere are trademarks of International Business Machines Corporation in the United States, other countries, or both. Unyte is a trademark of WebDialogs, Inc., in the United States, other countries, or both.

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Lotusphere 2011, BP106: "Where is the Love? How to get your users to fall in Love with Lotus Notes"

by Mat Newman on Feb 07, 2011

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Lotusphere 2011, BP106: "Where is the Love? How to get your users to fall in Love with Lotus Notes" — Presentation Transcript