Enabling Your #SharePoint Champions for User Adoption Success by @SharePointWendy and @KristiChambers
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Enabling Your #SharePoint Champions for User Adoption Success by @SharePointWendy and @KristiChambers

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Presented at SHARE The SharePoint Conference for Business Users in Atlanta on April 12, 2013. To get the full context and see the slide notes, please download the slides. ...

Presented at SHARE The SharePoint Conference for Business Users in Atlanta on April 12, 2013. To get the full context and see the slide notes, please download the slides.

Session Abstract:
Many companies make the mistake of rolling out SharePoint and thinking that usage and adoption will just magically happen. One of the keys to successful user adoption is to arm the SharePoint champions in your organization with the tools, knowledge, and resources they need in order to create solutions that will help them solve business problems. Learn how GreatAmerica Financial Services does it, and see how one such power user stepped up to the challenge and created multiple out-of-the-box solutions that not only help keep her many shifting priorities and duties organized, but also provide process efficiencies for the people she serves, as well as align with her company's effort to become paperless. The solutions she's built for her team include a tradeshow tracking solution, credit card payment tracking, vendor information requests, and a holiday card/gift order site. This session will include an overview of these solutions and outline how empowering power users can help foster user adoption.

Lessons:
• Identify your champions early and include them in the rollout process
• Enable your champions with the training and tools they need to succeed
• Don't assume your efforts are done after rollout; user adoption requires ongoing commitment

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  • Your SharePoint rollout can take one of two paths. It can be a failure, or it can be a success. Today we are going to share with you how we rolled out SharePoint 2010 to our organization. We actually started down the road to failure, but we made a turnaround and ultimately ended up with a successful rollout. In today’s session, we’ll share with you: How the success of our rollout hinged upon involving business users throughout the project How we enabled those business users to manage their own content and solutions How doing that helped to foster and drive user adoption
  • I’m really the SharePoint person, I’m responsible for the long term strategy, health and stability of the system, I do some development but transitioning over to mostly OOB customizations, and I also do some end user training, primarily targeted to our power users, or our champions as we like to call them. I’ve been with GreatAmerica for 9 years and I’ve been using SharePoint since 2007. I was part of the project team that rolled out SharePoint to our users.
  • Been an admin for more than 20 years – started out with my Rolodex of information that would be the first thing I grabbed when the fire alarm went off / was my bible to using SharePoint in the same manor. I’ve been with GreatAmerica for almost 9 years and support 5 of our 8 business units – including the our 3 satellite offices. I was a member of our SharePoint Pilot team and would consider myself a SharePoint Champion.
  • Elevator Speech Our background - GreatAmerica Financial Services is located in Cedar Rapids, Iowa. We are a national commercial finance company. Our customers are technology vendors/manufacturers with an emphasis on office/it equipment. GreatAmerica is structured differently than most finance companies. While we have credit, sales, documentation and portfolio staff members – they are not in their on individual departments. We are a team-based company – credit, documentation, sales, customer service and portfolio management staff members all sit next to each – as if they are their own small business.
  • This is the Tale of Two SharePoint Rollouts. The one on the left of the line didn’t go so well. The one on the right had a much better outcome. In 2007 we (IT) decided “we want SharePoint”. We installed it for IT to play around with so we’d be comfortable supporting it prior to rollout to the rest of the company. Well that subsequent company rollout didn’t happen, due to several reasons which we’ll explore later. Over the next couple of years we built some applications in SharePoint but nothing else really materialized. In the early part of 2010 we had a couple parallel efforts going on. One was that we were looking to update our Extranet website that hadn’t been updated in nearly 10 years. Secondly, the collaboration effort was brought to the forefront and gaining traction again, and it had a company-wide strategic initiative attached to it. A line was drawn in the sand and a decision was made to go with SharePoint 2010 for both projects.
  • When planning our SharePoint 2010 rollout, we knew we had to do things differently this time around.
  • First and foremost, if our SharePoint 2010 rollout was to be successful, we knew he had to involve the business from the beginning. If we were going to utilize the SharePoint for it’s collaborative toolset, then business users absolutely must be involved. Those who do the job know the job and are in the best position to solve their own problems. We also had an owner this time around, and mapped out our long term rollout plan (which we’ll discuss in a bit) from the beginning.
  • One of our other goals also was that we wanted to enable users so that IT wasn’t being a bottleneck. Before we rebuilt our Intranet with SharePoint, our users had to go through IT if they wanted to add a document to the central internal documents area. We didn’t want to become a bottleneck. We didn’t want to lock things down so tightly that every request had to go through IT; we wanted to enable our users to manage their own sites and content.
  • And along those same lines, we (IT) did not want to be known as the SharePoint Police, meaning we didn’t want our governance plan to be so restrictive that our users couldn’t manage and create their own content and site pages.
  • With these things in mind, we created our rollout plan. We had a small rollout team and a short timeline. We also had teams with immediate collaboration needs so we couldn't wait until we had some elaborate information architecture in place, so we took the risk that we may have to go back and re-engineer some things later.
  • As we moved content, we communicated with the affected parties so they knew where to find it going forward.
  • Our project manager handpicked our Pilot Team to help us with our rollout. Their job was to help us test and make decisions regarding which features to roll out.
  • As I said earlier – I was a member of our Pilot team. I had personal interest – could see how I could use it in my daily tasks but also could see the benefits it could bring to my business units. As an admin – I am the main point of contact/the one person who’s usually at my desk so I field a lot of questions and felt that I could help with user adopt. When you have a question who do you go to – it’s usually the admin – so it made sense for me to learn this before my folks so I could be a subject matter expert. Also, supporting outside staff members – I needed a collaborative landing space – the folders on a shared drive just don’t cut it.
  • The solutions I’m going to talk about today cross functions as well as teams and units. They are straight forward out-of-the- box solutions. Nothing fancy – I won’t wow you with my SharePoint skills but they will show how you can help resolve pain points, inject efficiency into every day tasks with minimal effort.
  • Tradeshow tracking Support Multiple BUs – three of which have leadership off-site Manilla folder syndrome Only location for show information: i.e. contracts, booth number, shipping information , etc. No central calendar Double booking of resources Outlook calendar No schedule for team members to see Solution: Tradeshow tracking list – One location for data entry Populations Resource Reservation calendar view for Marketing/Admin team Benefits: Populates calendar view which is linked to BU calendars Allows transparency for all leaders/marketing/admin team members about show Who’s attending Show Cost Mkting materials sent, etc. Show theme Historical information at a glance Stats on show #s Whats Next: Already rolled out to additional BU marketing/admin staff Increase functionality of reservation process
  • Marketing Tradeshow Page Calendar shows shipping days/shows attending Right columns give info about resources available for reservations Central Location 2. Adding new item to tracking Data entry form contains all info needed to reserve resources as well as tracking financial obligations; marketing materials used at a show and any other logistical items for a tradeshow. Accessible by marketing/admin/sales/finance team members 3. At glance list of: what I’ve got coming up What is completed/what needs to be finished Have different views created for different functions Able to create calendar overlays for BU sites 4. Calendar Overlays – corporation communication / specific to unit keeps units “in the know” More than one place to find what’s need Need for multiple data entry – changes populated throughout Insight
  • Marketing Tradeshow Page Calendar shows shipping days/shows attending Right columns give info about resources available for reservations Central Location 2. Adding new item to tracking Data entry form contains all info needed to reserve resources as well as tracking financial obligations; marketing materials used at a show and any other logistical items for a tradeshow. Accessible by marketing/admin/sales/finance team members 3. At glance list of: what I’ve got coming up What is completed/what needs to be finished Have different views created for different functions Able to create calendar overlays for BU sites 4. Calendar Overlays – corporation communication / specific to unit keeps units “in the know” More than one place to find what’s need Need for multiple data entry – changes populated throughout Insight
  • Marketing Tradeshow Page Calendar shows shipping days/shows attending Right columns give info about resources available for reservations Central Location 2. Adding new item to tracking Data entry form contains all info needed to reserve resources as well as tracking financial obligations; marketing materials used at a show and any other logistical items for a tradeshow. Accessible by marketing/admin/sales/finance team members 3. At glance list of: what I’ve got coming up What is completed/what needs to be finished Have different views created for different functions Able to create calendar overlays for BU sites 4. Calendar Overlays – corporation communication / specific to unit keeps units “in the know” More than one place to find what’s need Need for multiple data entry – changes populated throughout Insight
  • Marketing Tradeshow Page Calendar shows shipping days/shows attending Right columns give info about resources available for reservations Central Location 2. Adding new item to tracking Data entry form contains all info needed to reserve resources as well as tracking financial obligations; marketing materials used at a show and any other logistical items for a tradeshow. Accessible by marketing/admin/sales/finance team members 3. At glance list of: what I’ve got coming up What is completed/what needs to be finished Have different views created for different functions Able to create calendar overlays for BU sites 4. Calendar Overlays – corporation communication / specific to unit keeps units “in the know” More than one place to find what’s need Need for multiple data entry – changes populated throughout Insight
  • Business Need : paper forms getting lost on desks; desire to go green; tracking number of forms. Didn’t change what credit uses to approve simply added workflow to the front end of task. Solution: Simple list sorted by status Audience: Used by sales/credit/docs functions Benefits: Efficiency: No longer printing forms only to have them imaged again Stats on forms now available: # per rep # per team Form turn time Paperless: Reps can complete form while talking to vendor and approvers have immediate access to form Form can be emailed from list and then uploaded into Insight Forms are no longer printed and then scanned into system – simply emailed to Imaging Team Transparency Turn times were unknown – now have definite stats # per team/reps before was a manual calculation – not always accurate Allows reps/approvers to see status/notes, etc. Approvers receive email when a new form is submitted. What’s next: Solution is in use by two BUs Company-wide adoption Print to imaging system function
  • Old process: Paper trail Receive electronic version from vendor, print for processing then scanned back into imaging system Issues with old system: No pecking order – given to whoever will work it the fastest No central “submit” location – left on desks, not seen by person processing form No stats concerning #s processed; turn time; etc. No feed back on status of submission Solution provides: Green/paperless system Tracking on processing time; # submitted for each team and by rep Real-time form status Ease of use Ease of use/Process Create New Document and complete while talking to vendor or email Receive electronically and upload into system TEAM selection categorizes them so processors know which ones are “theirs” to work Processors have Alerts set up so they know when there’s a new form to work File sent electronically to Imaging Team Future Integration Direct feed to Imaging team
  • Old process: Paper trail Receive electronic version from vendor, print for processing then scanned back into imaging system Issues with old system: No pecking order – given to whoever will work it the fastest No central “submit” location – left on desks, not seen by person processing form No stats concerning #s processed; turn time; etc. No feed back on status of submission Solution provides: Green/paperless system Tracking on processing time; # submitted for each team and by rep Real-time form status Ease of use Ease of use/Process Create New Document and complete while talking to vendor or email Receive electronically and upload into system TEAM selection categorizes them so processors know which ones are “theirs” to work Processors have Alerts set up so they know when there’s a new form to work File sent electronically to Imaging Team Future Integration Direct feed to Imaging team
  • Biggest User Adoption Success/How we got there Long time AP staff Ease into how it works Showed benefits Business Need: OLD WAY = Shared Drive Disaster One person at a time for data entry/reconciliation Trying to sort just your own section nightmares People leaving for day with file open Solution: NEW WAY = Data entry – form for charges Paper bill divided by card holder – so is log of charges WHAT’S NEXT = integration with AP system; adding GL codes
  • Business Need: Old process: Each team had a spreadsheet Some teams would send one spreadsheet others would send a spreadsheet for each rep Issues with old system: Potential for lost orders when coming spreadsheets No central “submit” location Historical information not readily available Solution provides: Efficiency Reps can be in same file at one time Administration simplified with one spreadsheet Historical information available in one location Ease of use – updating deleting info, etc. First step for many into the SharePoint world Leadership can view easily Audience: Sales staff of ALL business units – pain point for many Sales not a big fan of details/changes – baby steps to the “New World” NOTE: This was the first use of SharePoint by many of the reps – one of the first items created for across BU use. Future Integration Ordering efficiency Integrate with CRM for historical info, etc.
  • All of the solutions I’ve shown you today are out of the box basic SharePoint. They aren’t meant to WOW you with my skills. They are meant to show you how you can create solutions within your organization to relieve pain points, increase efficiencies and transparency. Don’t just building something in SharePoint because it’s fun or cool (which it is) make sure what you are creating is necessary and will be used. If your users see how SharePoint can make their day run just a bit smoother/more efficiently the more apt they are to give it a thumbs up.
  • For first phase, implement some quick wins, or low hanging fruit. Something that is quick and easy to implement, but is widely used and will get people using the system. We implemented an automated travel request system, and also we moved our News & Classifieds system into SharePoint. Communication was key in our change management. We tried to provide communication and training when the major pieces of functionality moved out of our old Intranet and into SharePoint. However, I think the single biggest boost to user adoption was when, in the weeks leading up to the final release and shutting down our old Intranet, our project manager went and sat with each team and every user to answer any questions or concerns they had about the big change, helping them find their content, and in general easing their anxiety over the impending change.
  • Again, teams were screaming for collaboration sites that they could manage, and we didn’t want to wait several more months to give it to them. You can have the best governance plan in the world, but if you don’t review and enforce it, it’s pretty much worthless.
  • User adoption takes ongoing commitment

Enabling Your #SharePoint Champions for User Adoption Success by @SharePointWendy and @KristiChambers Presentation Transcript

  • 1. Enabling Your SharePoint Champions for User Adoption Success Wendy Neal GreatAmerica Financial Services Kristi Chambers GreatAmerica Financial Services Produced by: Supported by:
  • 2. If at first you don’t succeed…SHARE The SharePoint Conference for Business Users
  • 3. Wendy Neal SharePoint Architect/Evangelist Personal Blog www.sharepointwendy.com Company Web Site: www.greatamerica.com E-mail: wneal@greatamerica.com Twitter: @SharePointWendy Contributing Author for NothingButSharePoint.com and SharePoint-Community.netSHARE The SharePoint Conference for Business Users
  • 4. Kristi Chambers Executive Administrative Assistant Company Web Site: www.greatamerica.com E-mail: kchambers@greatamerica.com Twitter: @KristiChambersSHARE The SharePoint Conference for Business Users
  • 5. Who is GreatAmerica Financial Services? • National commercial finance company • Corporate headquarters in Cedar Rapids, IA − Offices in Marshall, MN; Moberly, MO; & Kennesaw, GA • Founded in 1992 • Team-based culture • Approx. 380 employeesSHARE The SharePoint Conference for Business Users
  • 6. What We’ll CoverSHARE The SharePoint Conference for Business Users
  • 7. Overview of SharePoint Rollout
  • 8. SharePoint History at GreatAmerica Install Company SharePoint Intranet Migrate 2007 Wide Apps 2010 Beta Customer Phase 1 Content SharePoint 2007 Extranet Beta Go live with Conduct Collaborative Migrate remaining Installation some OOB proof of Phase 1/Beta environment SharePoint 2007 Rollout to IT only concept for rollout goes live content to 2010 SharePoint 2007 solutions Extranet Customer Intranet Migration Extranet Rollout Complete Custom Built Solutions Our customer Moved content piece by Went live with a couple Extranet officially piece into SharePoint SharePoint solutions goes live integrating with LOB data Decision made to go forward with SharePoint 2010 internally and externallySHARE The SharePoint Conference for Business Users
  • 9. Why Did Our 2007 Rollout Lose Momentum? • We did not involve the business • There was no “owner” or accountability • We didn’t create our long term strategy/vision • We did not circle back after the initial deliverables – Shifting prioritiesSHARE The SharePoint Conference for Business Users
  • 10. Bridge the Business & IT gap • Building a business platform requires a team effort • Recognize everyone wins from business successSHARE The SharePoint Conference for Business Users
  • 11. Break the IT Bottleneck sy ou le s o u Un k y thin o it ca nd y Lb ? AL elf yoursSHARE The SharePoint Conference for Business Users
  • 12. Don’t Be the SharePoint Police • Governance plan should be guidelines for usage • Be positive! Team sites are restricted to 2 gb Users with x permission level can’t… Team sites are allowed 2 gb storage Users with x permission level are able to…SHARE The SharePoint Conference for Business Users
  • 13. The Rollout Plan Phase 1 • Grassroots effort • Collaboration sites for teams/functions and MySites – Soft rollout • Minimal branding – Changed site themes and colors – Some customizations to create central menu system • Drafted our governance planSHARE The SharePoint Conference for Business Users
  • 14. The Rollout Plan Phase 2 • Turned into a full Intranet migration project • Systematically move all content • Turn off old Intranet • Training and change managementSHARE The SharePoint Conference for Business Users
  • 15. Identifying the Champions We chose users who: • Had prior experience with SharePoint • Had shown interest in using SharePoint • Had identified issues that SharePoint might solve We tried to pick users to represent every team or functionSHARE The SharePoint Conference for Business Users
  • 16. Empowering the Champions Training and Support • Held regular informational meetings • DVD to use for training • SharePoint 101 training • Advanced training for site owners, power users • Open permissions structureSHARE The SharePoint Conference for Business Users
  • 17. Solutions Developed
  • 18. Solutions Developed • Tradeshow Tracking • Vendor Information Request Form • Credit Card Tracking • Holiday Card/Gift order siteSHARE The SharePoint Conference for Business Users
  • 19. Solutions Developed Tradeshow Tracking • Business Need: Organization of company tradeshows • Solution: Tradeshow tracking list • Audience: Marketing/admin and finance staff • Benefits: Efficiency, transparency; business continuity; historical data • What’s Next: Increase functionality of reservation processSHARE The SharePoint Conference for Business Users
  • 20. SHARE The SharePoint Conference for Business Users
  • 21. SHARE The SharePoint Conference for Business Users
  • 22. SHARE The SharePoint Conference for Business Users
  • 23. SHARE The SharePoint Conference for Business Users
  • 24. Solutions Developed Vendor Information Request Form • Business Need: Workflow for incoming forms • Solution: Vendor information request list • Audience: Credit, sales, leadership and documentation staff • Benefits: Efficiency; statistical data • What’s Next: Roll-out to other business units; printing directly to imaging system; integration with new CRMSHARE The SharePoint Conference for Business Users
  • 25. Solutions DevelopedSHARE The SharePoint Conference for Business Users
  • 26. Solutions DevelopedSHARE The SharePoint Conference for Business Users
  • 27. Solutions Developed Credit Card Tracking • Business need: Tracking of monthly charges by card holder/card type • Solution: AMEX/Visa tracking list • Audience: Admin and finance staff • Benefits: Efficiency; transparency; first step to integration • What’s Next: Integration with AP system; automated codingSHARE The SharePoint Conference for Business Users
  • 28. Solutions DevelopedSHARE The SharePoint Conference for Business Users
  • 29. Solutions DevelopedSHARE The SharePoint Conference for Business Users
  • 30. Solutions Developed Holiday Card/Gift Order Site • Business need: Tracking of customer holiday gifts • Solution: Holiday card/gift site • Audience: Admin, sales and marketing staff • Benefits: Efficiency; transparency; historical information for future years • What’s Next: Integration with CRM; Ordering efficiencySHARE The SharePoint Conference for Business Users
  • 31. SHARE The SharePoint Conference for Business Users
  • 32. SHARE The SharePoint Conference for Business Users
  • 33. Key Points to Take Home
  • 34. Key Points to Take Home What We Did Well • Involve champions early • Start small; quick wins – “Low hanging fruit” – low effort, high impact solutions • Training and change managementSHARE The SharePoint Conference for Business Users
  • 35. Key Points to Take Home What We Could Have Done Better • Concentrate more on information architecture • Keep governance plan up to date – “The only thing worse than having no governance plan is having one that no one pays any attention to”SHARE The SharePoint Conference for Business Users
  • 36. Key Points to Take Home You’re Not Done! • User adoption takes ongoing commitment • Initial adoption/change management strategies: – Make sure you are addressing a business need – Must be easier to use than not to use – Implement quick wins to get people using SharePoint – Visit teams prior to rollout to address questions and concerns • Revisit, revise, and enforce your governance planSHARE The SharePoint Conference for Business Users
  • 37. QuestionsSHARE The SharePoint Conference for Business Users
  • 38. Wendy Neal GreatAmerica Financial Services wneal@greatamerica.com Kristi Chambers GreatAmerica Financial Services kchambers@greatamerica.comProduced by: Supported by: