Practical Tips to Increase SharePoint Adoption

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  • You can lead a horse to water, but you can't make it drink. Have you deployed SharePoint but none of your employees are using it? Despite having SharePoint within your organization, end users continue do their work the old fashioned way via email threads, file shares, paper based approval, etc. There is no guarantee that the solution will be adopted. This is the case even if users are involved in every step of your SharePoint solution. Attend this session, to learn techniques I've used to increase adoption of SharePoint solutions that have become slow or stalled.



    You can lead a horse to water, but you can't make it drink. The same analogy is true for SharePoint adoption. Despite having SharePoint within your organization, end users continue do their work the old fashioned way via email threads, file shares, paper based approval, etc. There is no guarantee that the solution will be adopted. You are getting no ROI for SharePoint - even if users are involved in every step of your SharePoint solution. Attend this session, to learn techniques I've used to increase adoption of SharePoint solutions that have become slow or stalled.
  • The research is clear: engage end-users for a more successful implementation. Ignore end-users at your peril.

    Here is my four-item framework for evaluating whether end-users are sufficiently engaged in your implementation:
    Goal involvement. Have you developed a statement of business goals for the project that has been formally endorsed by the stakeholders, or was installing software the only formal goal?
    Project origin. Did an end-user group actively participate in defining project requirements and selecting the vendor, or was the project completely IT-driven?
    End-user benefit. Will the application give end-users valuable new capabilities, or is there little apparent benefit to end-users and managers?
    Project communications. Will stakeholders receive frequent updates on project status, or is that considered to be low priority?
  • What are some of your favorite SharePoint features?
  • If you were to explain to users what SharePoint is using technology terms this is what it would look like.
  • just because your organization has deployed SharePoint does not mean it is being used successfully.
    This is what many organizations are in denial of.
  • Thankfully there are easy solutions
    Lets press the easy button to get started
  • We all have our SharePoint stories. What’s yours?


    Pain Points
    Difficulty finding content due to outdated and irrelevant results
    Users inability to remember URLs
    Orphaned team sites, mysites, doc and mtg workspaces
    No rollover of site ownership
    Users hitting site quotas
    Complicated and painful restores due to lack of site recycle bin
    Leaked information because content not properly secured
    User Community Not Involved in Planning SharePoint Site Use
    Lack of Governance
    SharePoint was deployed without policies and procedures
    End Users Expected to Create or Manage SharePoint Sites
    Did not leverage SharePoint Features (i.e. ECM - metadata)
    Employees Unaware of Powerful SharePoint Features
    Uncertainty that Confidential Information is Secure
    Added Training Needs Burden Staff
    SharePoint Training Wasn’t Based on End User Needs
    Help Desk was not Trained to Answer SharePoint Questions
    Change in Organizational Culture Required for SharePoint to Be Accepted

  • 70 to 1 state that the most critical factor (70% listed it as number 1) for software success and return-on-investment is effective user adoption
    http://spbuzz.it/jDysxi

    User adoption is the single biggest challenge when implementing new technology – it is now and it has been for 15 years.
  • Leverage Experts and Champions
    CEO Memos
    Town Hall Meetings
    Break Room Posters
    Other Fun Ideas:
    Online Scavenger Hunts
    “Birth” Announcements
    Launch Parties

    Make sure you have an ongoing plan for continuous communication


    Training: Not just for Developers and IT
    Also For:
    Power Users (Site Owners)
    Visitors
    Members
    Web Content Contributors
    Workflow Approvers
    “just-in-time and just enough”

    It’s critical that important information gets moved to the new system
    Several Options:
    Clean and migrate everything
    Migrate nothing; Index old content
    New content only in new system
    Clean and migrate recent content only.

    Don’t Migrate without Cleaning!

    Contact Person for Every Page
    Use pictures and contact info
    Internal Site Owner User Groups
    Empower users to help each other
    Get the IT Help Desk on board
    Giving users power means more questions
    End-User Feedback Loop
    Get feedback in two ways:
    Metrics-based (number of users, rating scale, etc)
    Anecdotes (good/bad experiences)
    End-User resources (guides, help, etc)


    Answer WIIFM
    Show (with real data) why something is useful
    Make It Fun!
    Buck the company culture
    Provide Recognition for Content Contribution
    Money talks; so do titles & certificates
    Have a Fantastic User Experience
    Invest in an information architecture
  • Focus on enabling users for the essential tasks. To avoid overwhelming users, focus at first on a few of the most important user and then make sure that users understand the benefits of the features you're enabling.

    Choose success metrics that tell the whole story. Monitoring Server reports are an important part of your success metrics, but for demonstrating success to upper management, you'll want to include other measures, such as user satisfaction, help desk traffic, reliability, and adoption velocity
  • Conduct a robust pilot to validate deployment and key scenarios.
    A carefully planned pilot allows you to get a better perspective of how people actually use the product. You can then uncover any potential obstacles and take steps to mitigate or work around them
  • A good marketing campaign informs, involves, and inspires your users, resulting in a much higher adoption rate.
  • When adopting a new tool, users typically pass through five stages, each involving a progression of behaviors and needs . . . here are three of the key stages:


    Awareness - User achieves awareness of the new technology and begins forming perceptions around its importance and value.
    Learning - User obtains an understanding, both theoretical and demonstrated, of the tool’s fundamental attributes, such as what it does, its value, how to use it, and how it integrates with existing work processes.
    Trial - User experiments with the tool on current projects to experience tangibly how it fits with current modes of working. Obtains real-time under-standing of benefits and experience.
    Application - User applies the technology regularly and gains greater familiarity with it, specifically as it relates to fundamental tasks.
    Adoption - User incorporates the solution as an indispensable tool. As such, the solution is a formal element within specific stages of work processes.

  • Vision of an Intranet that is so well designed
  • Flexibility is key when starting or managing a community. Don't be rigid in your expectations of its members or use cases for the community. Ask the community what they want, learn from them, and change accordingly. And above all - make sure the community members know they are valued and that you listen to them

    Don’t be rigid
    Ask the community what they want, learn from them, and change accordingly
  • Weather webpart

    10 Things I Learned From Microsoft’s SharePoint IT

    Engage & Measure Adoption and Satisfaction – Microsoft surveys their users on a quarterly basis to gather "NSAT" the statistic that gives them customer satisfaction including pain points, and ensures that service teams are meeting service level commitments. Focus is on driving adoption not deployment. They've built a feedback tool to measure and track feedback into the NSAT statistics

    IT should not operate in a vacuum - Governing by committee and including advisors from the business in a cross section of roles will help include a broader perspective. These days in business transparency is so important. I'm working on creating my own advisory group. It's a challenge to get them gathered together, but once they see we'll actually listen and incorporate their feedback I expect we'll get a captive audience who will give us key pieces of feedback on challenges and our roadmap.

    Governance includes enforcement – Remove broad based security groups on sensitive sites (like authenticated users), email->lock->delete sites owners for sites out of policy. Microsoft has built an alert and popup mechanism to notify users that go to a site that's out of policy where the owner has not corrected the problem with the necessary action. Enforcement simply needs the rules and backing.

    Education Strategy – It's so easy to see how lack of education simply puts the pressure on the business to take time to struggle with the updates and releases, where a little training goes a long way. Training materials need to be accessible. We recently rolled out the productivity hub along with some videos. It seems training and education comes up in every conversation these days. A good deployment has accessible training and resources.

    Stay in front of demand – Those who say we'll build it and then later figure out how to govern it are missing the point. As well if you do nothing you're also missing it. Microsoft realized they needed to provide services early in the process to stay ahead of the viral site growth. They are growing at 1TB ever 2-3 months.
  • The easiest way to get users to start using SharePoint is to teach them how SharePoint can make their lives easier. The best way to implement this is by using a wiki library. Admins will be able to post instructional videos, links to helpful sites, as well as add their own content—write instructions, guides, step-by-steps, etc
  • Don’t make users go through five screens to do one task
    Example: Tagging instead of folders

  • Work with people and groups on how they can use the new technology to do their work more efficiently. This should come in the form of blended learning: using ILT, eLearning, performance support and user-generated content to teach the end users how to properly wield their powerful new tool.
  • Create Forms
    Leverage Approval Workflows
  • SharePoint Champions / SharePoint Heroes
    One thing that we did for a client was to provide badges for users that contributing to the site.
    Whether it was leaving a comment or rating a page – they got a badge.
    Showcase those that contribute


    I have used badges as well. I offered a special badge for admins who completed my SharePoint boot camp. However, I find the best way to generate interest in SharePoint and drive adoption is to create a core group of "super users". These are generally site administrators. I would conduct a 45 minute demo of something new and fantastic for them every two weeks and provide them with documentation on the topic along with an open QA session. Armed with a new technique every two weeks, they would go back to their departments and make their bosses look good. SharePoint adoption went way up as people began see what the tools were capable of. They felt like they were in a private club and I was showing them how to do cool things with SharePonit the most people don't take the time to learn about. In addition, when they became site administrators I would send them a welcome kit via inter-office mail that included a SharePoint book that was short but packed with good info targeted at site admins. I think it was one of those "learn sharepoint in 20 minutes things" but it had all the basic information on various list types and publishing.
  • Online Scavenger Hunt – provide employees treasure hunt type of activities so they can learn where information is stored.
  • Setup a central location for information, Help, and training during the rollout
  • http://spbuzz.it/sp2010prodhubdemo Login is corp\demouser pass@word1 to see the content

    Microsoft Productivity Hub 2010 – Coming Soon to a download center near you - http://spbuzz.it/l3ZerS
  • iusesharepoint.com/home
  • iusesharepoint.com/showmehow
  • iusesharepoint.com/winwin
  • iusesharepoint.com/getthekit
  • Have a Plan
    Communication
    Training
    User support
    Etc.


    If you fail to plan, you will plan to fail

Transcript

  • 1. Practical Tips to Increase SharePoint Adoption
  • 2. Subject Matter Experts Meet your team Kanwal Khipple Creative Lead Creative Lead World’s 1st Office 365 based intranet and award winner (Nielson Norman 2014). . • 6x SharePoint MVP • Office 365 MVP • 12 years of SharePoint consulting experience • Canadian • Passionate about developing highly adoptable solutions
  • 3. You’ll love the way we work. Together. Who we are and what we do We are one of a consulting services company based out of Toronto, ON. We focus on Business Strategy, User Experience and Technology expertise to help transform organizations like yours. We strive to build innovative solutions. Our approach is centered on working in partnership with you to deliver results.
  • 4. HI, I’M FROM THE IT DEPARTMENT AND WANNA ASK YOU HOW MUCH OUR NEW SHAREPOINT SYSTEM EASES YOUR WORK. I’M GLAD YOU ASK! IN THE DAYS BEFORE OUR NEW SHAREPOINT SYSTEM, I HAD TO MAINTAIN ALL MY FILES, PROJECTS, FINANCE DOCUMENTS, ETC. IN A BUNCH OF FILE SHARE FOLDERS. BUT SINCE WE HAVE TO USE THE NEW SHAREPOINT SYSTEM … I HAVE TO CHECK IN / CHECK OUT EVERY WEEK ALL MY DOCUMENTS FROM THE FILE SHARE IN THE NEW SYSTEM JUST TO PRETEND I USE IT
  • 5. Got SharePoint?
  • 6. What is SharePoint? • Collaboration • Portal • Search • Content Management • Applications • About 30 other things!
  • 7. What is SharePoint? Steve Ballmer says, “SharePoint … it’s magic.” - Microsoft SharePoint Conference, 2009, Keynote
  • 8. The Challenge It’s Big It’s Everything
  • 9. What SharePoint Really Can Be To Users
  • 10. The Challenge Build it and They Will Come
  • 11. Denial
  • 12. Easy
  • 13. Agenda • Pain Points • Adoption Strategy • Practical Tips • Free Resources
  • 14. Pain Points Training Meeting Needs Helpdesk End UserSharePoint CultureSecure Involvement PlanningPilot Site Governance
  • 15. Most Important Factor for Realizing Value
  • 16. Agenda • Pain Points • Adoption Strategy • Practical Tips • Free Resources
  • 17. Common Adoption Plan • Communication Plan • Training Plan • Content Conversion Plan • User Support Plan • Incentives and Reward Plan
  • 18. Executive sponsorship • Secure explicit executive sponsorship. Organizations with executives who actively communicate the value and benefit of SharePoint are more likely to be successful with their rollout
  • 19. Adoption Team • Create a dedicated rollout and adoption team. The presence of a dedicated team that's formed during the planning phase and lasts until the end of the adoption has been shown to be an important measure of the rollout's overall success
  • 20. Success Metrics • Develop clearly articulated goals, success criteria, and timeline. • Focus on enabling users for the essential tasks • Choose success metrics that tell the whole story
  • 21. Pilot • Conduct a robust pilot to validate deployment and key scenarios
  • 22. Marketing Campaign • Implement a broad marketing campaign to drive awareness.
  • 23. Adoption Strategy Adoption Stage/Time Awareness Learning Trial Application Adoption 100%
  • 24. Agenda • Pain Points • Adoption Strategy • Practical Tips • Free Resources
  • 25. Your Company Vision 1. Warm and inviting online landscape where employees complete their work with ease 2. Cultural glue of a company 3. … 4. …
  • 26. Change is the only Constant Start off as open as possible, worry about guidelines later
  • 27. Can’t Live Without Intranet
  • 28. Brand Your Portal Don’t name it SharePoint • Our World • 1st Base
  • 29. Connecting SharePoint to Biz Goals • Users want to see the connection • Outcomes, not requirements
  • 30. Focus on effectively getting employees to adopt the portal over time
  • 31. WIIFM • Educate users • Users want to understand what they get out of using the system • For example, why they have to add metadata What’s in it for me?
  • 32. Daily Updates
  • 33. Quick Access
  • 34. Personalize Portal
  • 35. Helpdesk Checklist • Train Help Desk Agents • Create a Help & Training wiki site
  • 36. Don’t Try to Boil the Ocean
  • 37. Leverage SharePoint Yourself Put your meeting Agenda, action items and minutes on the Wiki. Get people to update their action items on the Wiki page.
  • 38. Leverage SharePoint Yourself Before: Send a bulk- email to your teams distribution list After: Post it on SharePoint. Email everyone from the team a link to the item.
  • 39. Digital Asset Management Slides Library Video Library Image Library
  • 40. Image Library
  • 41. Image Slider
  • 42. Calendar Overlays
  • 43. Survey - Add a Quick Poll
  • 44. Automate Business Processes
  • 45. Encourage Social Communation
  • 46. Build a Social Network Leverage Activity Feeds
  • 47. SharePoint Heroes
  • 48. Online Scavenger Hunts
  • 49. Agenda • Pain Points • Adoption Strategy • Practical Tips • Free Resources
  • 50. Training • Set up a comprehensive intranet site for end users.
  • 51. Productivity Hub Productivity Hub Download http://spbuzz.it/sp2010prodhubdl Demo http://spbuzz.it/sp2010prodhubdemo
  • 52. SharePoint Buzz Kit • Posters and announcements • Brownbag sessions and slides • Video demos for kiosks • Training and certificates • SharePoint Adoption Kit will be updated for SharePoint 2010 ResourcesforRolloutandLaunch SharePoint Buzz Kit Download http://spbuzz.it/sp2007buzzkit
  • 53. IUseSharePoint.com
  • 54. Adoption Kit
  • 55. Adoption Planning • Content, Content, Content (did I mention content?) • Engagement Calendar • Active Community Management • Regular Communication • Acknowledge Contributions • Feature Members • Reputation Management • Incentives
  • 56. Adoption won’t happen magically (even though you want it to)
  • 57. Key Takeaways Adoption is like Oxygen
  • 58. Take Aways Have a plan
  • 59. It’s About the Little Things • Read every single comment on the intranet • Say “thank you” in response to every single feedback form submitted • Key to success is respect for employees. Without respect for employees our communications cannot come across as genuine or sincere
  • 60. Thank You We’d love to hear from you: Kanwal Khipple kanwal@2toLead.com 416-888-7777