Conquer the chaos of
SharePoint end user
support
Asif Rehmani
SharePoint MVP and MCT
@asifrehmani
SharePoint-Videos.com
A quick story about technology adoption
The story of a beautiful looking Intranet that
didn’t provide users what they need...
We built it, but not many came 
Target audience for this session:

Intranet/Web Content Manager
Communications Specialist
Portal Solutions Manager
SharePo...
This webinar will cover:
Current end user support challenges
Strategies to overcome those challenges
How VisualSPTM Help s...
TM
VisualSP
in-context and on-demand
Help for SharePoint users

Context sensitive Help items:
•

Videos

•

Images/Screens...
Poll: What SharePoint version are you on?
(or navigating towards)
Earlier

2007
2010
2013
„End Users‟ – according to webopedia
"The final or ultimate user of a computer system. The end user is the
individual who ...
Current SharePoint end user
support and software adoption
challenges
Support person point of view
1. Users ask the same question again and again

2. I don’t have enough hours in the day to su...
SharePoint Intranet Designs

Source:
http://www.steptwo.com.au/columntwo/make-sharepoint-intranets-beautiful/
Here is the quick solution to End User
Adoption:
End User point of view
1. I like the way we are currently doing things. Why change it?

2. I don’t want to learn a new tec...
End User Training and
Support
“If you build it, they will come” is sadly not true for SharePoint
Empathy for end users is the key!
What’s in it for them? Why should they care?

Understand before being understood
Seeming...
What users experience when they come
across something they don‟t understand in
SharePoint
Example
Seeing that a document i...
Sequence of 'training' end users
1. Communicate business goals – weeks or months in advance
2. Clarify how the changes app...
Cost of “training” users the traditional way
Approx. $115 / user (not counting the time off from work)
for an average 2 da...
After two days of training, people
remember

A Bold statement coming up…

10% of what they read
20% of what they hear
30% ...
TM
VisualSP
On-premise solution:
http://www.visualsp.com
SharePoint online (Office 365) solution
In-Context and On-Demand ...
TM
VisualSP
In-context support provided
through a Help tab in the Ribbon
All content and categories are
configurable
Abili...
VisualSPTM
Supports multiple media formats
Media types supported:
•
•
•
•

Video
Images
Documents
Links
VisualSPTM
Help content displays in the same
window
Video
tutorials, documents and
screenshots all display in
the type of ...
VisualSPTM
Supplement with your own content on the
Help tab
Put your own content on
the Help tab.
VisualSPTM
Provides security trimming for Help items
Ability to specify
SharePoint user
permission needed to
see a particu...
VisualSPTM
Show the Help items at any page
Target the Help item for
various scopes.
Example
The video checking out a
docum...
TM
VisualSP

Show Help items on body of page
VisualSPTM web part lets
you show Help content
on the page
TM
VisualSP

Control the Help items at any scope
Help items can be
configured or inherited at
various levels:
• Farm
• Web...
TM
VisualSP

Support for foreign languages
Support for French and
Spanish provided built-in.
Can be extended to
provide su...
TM
VisualSP

Help for other SharePoint products
Supports providing help
for Nintex® Workflows –
2010 and 2013
Video showcase of VisualSPTM
capabilities
Lots of usage scenarios demonstrated in the video showcase:
http://sharepoint-vi...
Demo of

TM
VisualSP
Ideas on how to spend your
freed up SharePoint time
What can SharePoint do?
Collaboration
Document management
Internal Social Network
Forms
Process Automation (Workflows)
Bus...
Implement Quick Wins

Identify pain points and focus in on them
What can SharePoint do for your
business?
Human resource on-boarding process
Vacation scheduling system
Vendor management ...
Customize sites using SharePoint
Designer
Workflows

Conditional Formatting
Create powerful views using Excel
Use PowerView to better visualize and present your data dashboard
Create web applications using Access
Build Access web apps and launch to SharePoint Online
Use Geolocation column for live mapping
Show maps directly within lists and libraries
Show pre-configured data on pages
using Search web parts
Live pre-defined search results on web pages
How do I practice my ideas and
concepts?
Watch free videos at:
http://sharepoint-videos.com/video-categories/allfree-video...
Multi-User access to All videos on
SharePoint-Videos.com
• Hundreds of no-code video tutorials
• Fully narrated by SharePo...
Call to Action

@asifrehmani
SharePoint-Videos.com

Empathize with the end user

Provide end users the Help they need when...
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Conquer the chaos of SharePoint end user support

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Webinar presented by Asif Rehmani, SharePoint MVP, MCT. Video available: http://youtu.be/8rfPzILU3w8

Wouldn’t you love to provide users the support they need when and where they need it? Stop the repetitive explanations by giving users the Help they need in-context and on-demand. We’ll talk about the strategies needed to cut down on the support phone calls and emails freeing you to really build powerful solutions on SharePoint instead of just being the SharePoint help desk.

We also talk about VisualSP Help System - in-context and on-demand support for end users provided through the ribbon. Find out what it can do for You! (http://www.visualsp.com)

Empower end users by providing in-context, on-demand help right from the SharePoint ribbon! Cut down on support requests and find more time to create powerful SharePoint solutions (rather than just responding to support calls)

Published in: Technology
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  • Agree with slide 19/44 from own experience: Do 1 day full trainings and users are confused afterwards. Do 3 hours intro and people go to their jobs eager to discover Sharepoint. With the latter the follow up is still missing (no depth knowledge at the helpdesk, no competence center).Will contact you to renew my trial for VisualSP. To demo it to the latter customer.
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Conquer the chaos of SharePoint end user support

  1. 1. Conquer the chaos of SharePoint end user support Asif Rehmani SharePoint MVP and MCT @asifrehmani SharePoint-Videos.com
  2. 2. A quick story about technology adoption The story of a beautiful looking Intranet that didn’t provide users what they needed most
  3. 3. We built it, but not many came 
  4. 4. Target audience for this session: Intranet/Web Content Manager Communications Specialist Portal Solutions Manager SharePoint Guy/Gal
  5. 5. This webinar will cover: Current end user support challenges Strategies to overcome those challenges How VisualSPTM Help system helps automate end user support Ideas for what to do with your time when end users don't need you for SharePoint support Raffle at end – 1 year access to SharePoint-Videos.com
  6. 6. TM VisualSP in-context and on-demand Help for SharePoint users Context sensitive Help items: • Videos • Images/Screenshots • Documents • Links
  7. 7. Poll: What SharePoint version are you on? (or navigating towards) Earlier 2007 2010 2013
  8. 8. „End Users‟ – according to webopedia "The final or ultimate user of a computer system. The end user is the individual who uses the product after it has been fully developed and marketed… users who require a bug-free and finished product… The term end user usually implies an individual with a relatively low level of computer expertise…"
  9. 9. Current SharePoint end user support and software adoption challenges
  10. 10. Support person point of view 1. Users ask the same question again and again 2. I don’t have enough hours in the day to support users and do my ‘real’ job 3. People keep going back to the old way of doing things and not using and adopting our Awesome Intranet the right way Audience: You guys have anymore you want to share?
  11. 11. SharePoint Intranet Designs Source: http://www.steptwo.com.au/columntwo/make-sharepoint-intranets-beautiful/
  12. 12. Here is the quick solution to End User Adoption:
  13. 13. End User point of view 1. I like the way we are currently doing things. Why change it? 2. I don’t want to learn a new technology/software What they are Really saying is: WIIFM - What’s In It For Me?
  14. 14. End User Training and Support “If you build it, they will come” is sadly not true for SharePoint
  15. 15. Empathy for end users is the key! What’s in it for them? Why should they care? Understand before being understood Seemingly simple things to You might not be as simple to Them
  16. 16. What users experience when they come across something they don‟t understand in SharePoint Example Seeing that a document is checked out in a document library. This person wanted to edit this document. Steps they take: 1) Look around on the page for any info on what that means and what they can do 2) Ask someone nearby 3) Email or call help desk
  17. 17. Sequence of 'training' end users 1. Communicate business goals – weeks or months in advance 2. Clarify how the changes apply to their role 3. Train on software/technology
  18. 18. Cost of “training” users the traditional way Approx. $115 / user (not counting the time off from work) for an average 2 day training Size of Organization Total cost of 2 day training for end users 500 $57,500 1,000 $115,000 2,000 $230,000 5,000 $575,000 10,000 $1,150,000
  19. 19. After two days of training, people remember A Bold statement coming up… 10% of what they read 20% of what they hear 30% of what they see Copyright 1999 Open-Book Management Inc. A thorough end users Training on SharePoint is a waste of time - Theirs and Yours Instead… • Provide kick off/intro training, then frequent awareness sessions in form of lunch and learns • Provide on-demand quick help - tip sheets, video tutorials and reference documents when users need them • Provide a reference Knowledge Portal – online or on-premise
  20. 20. TM VisualSP On-premise solution: http://www.visualsp.com SharePoint online (Office 365) solution In-Context and On-Demand Help for SharePoint users
  21. 21. TM VisualSP In-context support provided through a Help tab in the Ribbon All content and categories are configurable Ability to expose your own training material We provide the following content out-of-the-box:  105 End User videos  Reference help documents and screenshots
  22. 22. VisualSPTM Supports multiple media formats Media types supported: • • • • Video Images Documents Links
  23. 23. VisualSPTM Help content displays in the same window Video tutorials, documents and screenshots all display in the type of pop-up window used throughout SharePoint
  24. 24. VisualSPTM Supplement with your own content on the Help tab Put your own content on the Help tab.
  25. 25. VisualSPTM Provides security trimming for Help items Ability to specify SharePoint user permission needed to see a particular help item
  26. 26. VisualSPTM Show the Help items at any page Target the Help item for various scopes. Example The video checking out a document can be set to appear in the Help tab for document library and for web pages
  27. 27. TM VisualSP Show Help items on body of page VisualSPTM web part lets you show Help content on the page
  28. 28. TM VisualSP Control the Help items at any scope Help items can be configured or inherited at various levels: • Farm • Web Application • Site Collection
  29. 29. TM VisualSP Support for foreign languages Support for French and Spanish provided built-in. Can be extended to provide support for any other language.
  30. 30. TM VisualSP Help for other SharePoint products Supports providing help for Nintex® Workflows – 2010 and 2013
  31. 31. Video showcase of VisualSPTM capabilities Lots of usage scenarios demonstrated in the video showcase: http://sharepoint-videos.com/products/visualsp/visualsp-videoshowcase/
  32. 32. Demo of TM VisualSP
  33. 33. Ideas on how to spend your freed up SharePoint time
  34. 34. What can SharePoint do? Collaboration Document management Internal Social Network Forms Process Automation (Workflows) Business Intelligence Reporting Search Metadata Management … Super secret The next version will even make coffee!
  35. 35. Implement Quick Wins Identify pain points and focus in on them
  36. 36. What can SharePoint do for your business? Human resource on-boarding process Vacation scheduling system Vendor management portal Employee training scheduling and materials Business performance reporting Company knowledge base Help desk portal Inventory tracking …
  37. 37. Customize sites using SharePoint Designer Workflows Conditional Formatting
  38. 38. Create powerful views using Excel Use PowerView to better visualize and present your data dashboard
  39. 39. Create web applications using Access Build Access web apps and launch to SharePoint Online
  40. 40. Use Geolocation column for live mapping Show maps directly within lists and libraries
  41. 41. Show pre-configured data on pages using Search web parts Live pre-defined search results on web pages
  42. 42. How do I practice my ideas and concepts? Watch free videos at: http://sharepoint-videos.com/video-categories/allfree-videos/ Get a free CloudShare environment for 14 days to play around with: http://tinyurl.com/asifcloudshare 42
  43. 43. Multi-User access to All videos on SharePoint-Videos.com • Hundreds of no-code video tutorials • Fully narrated by SharePoint experts SharePoint topics covered End User SharePoint Site Administration InfoPath SharePoint Designer Workflows Branding Project management Metadata Management Access and Access Services Records Management Business Connectivity Services Search Reporting JavaScript customizations
  44. 44. Call to Action @asifrehmani SharePoint-Videos.com Empathize with the end user Provide end users the Help they need when they need it Enjoy building awesome no-code solutions on SharePoint Thank You! TM VisualSP

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