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P12035 simplifiedtech-uadeck-sharedeck

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Michael Sampson's presentation on encouraging user adoption of IBM Connections and other social software tools from STS's luncheon.

Michael Sampson's presentation on encouraging user adoption of IBM Connections and other social software tools from STS's luncheon.

Published in: Business, Technology

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  • 1. 5/1/12  User  Adop.on  Strategies  for  CIOs  and  IT  Managers   Michael  Sampson   1   2   3   4   Agenda—The  Four  S’s   1  
  • 2. 5/1/12   1   Examine  the  …  Situa.on   2  Consider  various  …  Strategies   2  
  • 3. 5/1/12   3  Look  at  the  …  Survey  Results   4   Share  some  …  Experiences   3  
  • 4. 5/1/12   Where  am  I  coming  from?  •  Collabora.on  Strategist   –  Author   –  Workshop  Leader   –  Analyst  •  Work  with  end-­‐user  organiza.ons  •  Strategies  for     Making  Collabora5on  Work   –  Culture   –  Governance   –  Adop.on   Clients,  workshops,  and  seminars   around  the  world   4  
  • 5. 5/1/12   Speaker  at  conferences  on     making  collabora.on  work   Book:  SharePoint  Roadmap  •  SharePoint  Roadmap  for   Collabora.on  book  •  How  to  do  “the  business   stuff”  with  SharePoint   –  Governance   –  Engagement   –  User  Adop.on   –  Quick  Start   michaelsampson.net/sharepointroadmap.html   5  
  • 6. 5/1/12   Book:  Collabora.on  Roadmap  •  Collabora.on  Roadmap  –   You’ve  Got  the   Technology—Now  What?  •  Doing  “the  business  stuff”   –  Technology   –  Governance   –  Engagement   –  User  Adop.on   michaelsampson.net/collabora.onroadmap.html  Book:  User  Adop.on  Strategies  (2nd  Ed)  •  User  adop.on  is  the  #1   challenge  with   collabora.on  tools  and   approaches   –  Theory   –  Framework   –  Prac.cal  Strategies   –  Developing  an  Approach  •  Due  May  2012   michaelsampson.net/useradop.on2.html   6  
  • 7. 5/1/12   1   Examine  the  …  Situa.on   Vendors  have  released  …  …  some  amazing  collabora.on  tools   IBM  Connec.ons   Microsoi  SharePoint   Jive   7  
  • 8. 5/1/12   Business  partners  are  …   …  ready  and  able  to  help   Significant  opportuni.es  are  …  …  available  to  forward-­‐thinking  firms   8  
  • 9. 5/1/12  Great  technology  is  NOT  enough   9  
  • 10. 5/1/12   Biggest  Impediment:     Lack  of  Understanding  •  AIIM  study,  figure  10   AIIM  (2009)   90%  People,  10%  Technology  Business  driver  (the  why)   Product  Team  culture   Features  Interpersonal  trust  Interdependence  Incen.ves  Social  paoerns   www.netage.com   10  
  • 11. 5/1/12   Avoiding  Failure  vs.  Chasing  Success   AVOIDING  FAILURE   CHASING  SUCCESS   •  Good  infrastructure   •  Client  support  and  Business   •  Responsive  applica.ons   acceptance   •  Training   •  Engagement  processes   •  Branding   •  Best  prac.ces   •  User  manuals   •  Communi.es  of  prac.ce   •  Customer  service   Stephens  (2005)   How  IT  creates  business  value   IS/IT  conversion  process   IS/IT  use  process   Compe..ve  process  IS/IT     IS/IT     IS/IT     Organiza.onal  expenditure   assets   impacts   performance   IT  management/   Appropriate/   Compe..ve  posi.on/   conversion  process   inappropriate  use   compe..ve  dynamics   Ward  &  Daniel  (2006)   11  
  • 12. 5/1/12  Really  Understand  the  Technology  Outline  the  Vision  Accept  that  Technology  is  a  Small  Factor   in  Success  Determine  Your  Governance  Approach  Make  Every  Effort  to  Engage  the  Business  Apply  Inten.onal  Energy  to  Adop.on  Pursue  Increasing  Value  Really  Understand  the  Technology  Outline  the  Vision  Accept  that  Technology  is  a  Small  Factor   in  Success  Determine  Your  Governance  Approach  Make  Every  Effort  to  Engage  the  Business  Apply  Inten.onal  Energy  to  Adop.on  Pursue  Increasing  Value   12  
  • 13. 5/1/12   EXPLORING   1   Adop.on  doesn’t  just  happen   No  adop.on  =  No  value  Adop.on  strategy  =  Increasing  the  odds  of  value   Business  case  assumes  100%  adop.on.  Oops.   EXPLORING   2   Poor  adop.on  is  a  common  issue   13  
  • 14. 5/1/12  “The  hard  part  is  getng  people  to  use  it  in  a  way  which  makes  them  more  produc.ve.”   SharePoint  “The  hard  part  is   “There  are  getng  people  to   plenty  of  use  it  in  a  way   examples  of  which  makes   failed  social  them  more   soiware  produc.ve.”   projects.  Why   did  they  fail?   Because  they   were  not   embraced  by   users.”   SharePoint   Socialtext   14  
  • 15. 5/1/12  “The  hard  part  is   “There  are   “Administrators  getng  people  to   plenty  of   oien  find  it  use  it  in  a  way   examples  of   difficult  to  teach  which  makes   failed  social   business  users  them  more   soiware   how  new  tools  produc.ve.”   projects.  Why   can  help  them  in   did  they  fail?   their  work.   Because  they   People  are  busy,   were  not   and  scared.”   embraced  by   users.”   SharePoint   Socialtext   IBM  Connec.ons   EXPLORING   3   Adop.on  is  a  process,  not  an  event   15  
  • 16. 5/1/12  Four  Stage  Model  of  User  Adop.on   STAGE  1   STAGE  2   STAGE  3   STAGE  4   Winning   Cul.va.ng   Enlivening   Making     Aoen.on   Basic   Applicability   It  Real   Concepts   STAGE  1   Winning   Aoen.on   Stage  1.  Winning  Aoen.on   They  aren’t  interested  in  features  and  capabili.es   How  do  we  get  them  interested?   What  others  are  doing   16  
  • 17. 5/1/12   STAGE  1   STAGE  2   Winning   Cul.va.ng   Aoen.on   Basic   Concepts  Stage  2.  Cul.va.ng  Basic  Concepts   Explain  how  the  new  stuff  works   Train  how  to  use  it   Provide  grounding,  conceptual  understanding,  and   prac.cal  experience   STAGE  1   STAGE  2   STAGE  3   Winning   Cul.va.ng   Enlivening   Aoen.on   Basic   Applicability   Concepts   Stage  3.  Enlivening  Applicability   Explore  reasons  and  value   How  could  it  apply  to  their  work?   “me,  us,  my  group  and  team”   17  
  • 18. 5/1/12   STAGE  1   STAGE  2   STAGE  3   STAGE  4  Winning   Cul.va.ng   Enlivening   Making    Aoen.on   Basic   Applicability   It  Real   Concepts   Stage  4.  Making  It  Real   Make  it  real  and  personally  relevant   It’s  the  new  “now”  way   Don’t  shoot  yourself  in  the  foot   2   Consider  various  …  Strategies   18  
  • 19. 5/1/12   STAGE  1   STAGE  2   STAGE  3   STAGE  4   Winning   Cul.va.ng   Enlivening   Making     Aoen.on   Basic   Applicability   It  Real   Concepts   Stage  1.  Winning  Aoen.on   They  aren’t  interested  in  features  and  capabili.es   How  do  we  get  them  interested?   What  others  are  doing   Exemplar  Stories  •  How  other  people  in  your  organiza.on  are   getng  value  and  benefit  •  Real  people,  real  situa.ons  …  “social  proof”  •  “I  want  that”  •  On  intranet,  in  newsleoers   Stage  1.  Winning  Aoen.on   19  
  • 20. 5/1/12   Real-­‐to-­‐Life  Scenarios  •  Narra.ve  scenarios  about  how  a  group  works   –  “A  day  in  the  life  of  customer  services”   –  “A  project  in  the  day  of  a  research  team”  •  Shows  the  possibili.es  embedded  in  their  reality  •  E.g.,  Seamless  Teamwork   –  Team  project  scenario  with  SharePoint  (end-­‐to-­‐end)   Stage  1.  Winning  Aoen.on   Senior  Execu.ve  Support  •  Senior  execu.ves  as  involved  as  others   –  E.g.,  Senior  Execu.ve  Mee.ngs   –  Execu.ve  Modeling  •  Provides  environmental  context   –  Helpful,  but  insufficient  to  drive  change   Stage  1.  Winning  Aoen.on   20  
  • 21. 5/1/12   STAGE  1   STAGE  2   STAGE  3   STAGE  4   Winning   Cul.va.ng   Enlivening   Making     Aoen.on   Basic   Applicability   It  Real   Concepts  Stage  2.  Cul.va.ng  Basic  Concepts   Explain  how  the  new  stuff  works   Train  how  to  use  it   Provide  grounding,  conceptual  understanding,  and   prac.cal  experience   Classroom  Training  •  Teach  the  “what”  of  IBM  Connec.ons  (or   other  collabora.on  tool)   –  Various  design  considera.ons   –  Good  for  dense  concentra.ons  of  people   –  Hands-­‐on  =  beoer  learning   Stage  2.  Cul.va.ng  Basic  Concepts   21  
  • 22. 5/1/12   Web-­‐Based  Training  •  Live  webinars,  Recorded  webinars,  or     E-­‐learning  courseware   –  Wide  geographical  coverage  without  travel   –  Self-­‐paced  instruc.on   –  Ease  of  upda.ng  with  new  material   Stage  2.  Cul.va.ng  Basic  Concepts   Pages  on  the  Intranet  •  Help  pages  on  the  Intranet   –  Usually  text  heavy,  can  include  screen  recordings   –  Can  be  VERY  boring,  and  LACK  context   –  Self-­‐paced  instruc.on   –  Could  include  social  engagement  opportuni.es   Stage  2.  Cul.va.ng  Basic  Concepts   22  
  • 23. 5/1/12   STAGE  1   STAGE  2   STAGE  3   STAGE  4   Winning   Cul.va.ng   Enlivening   Making     Aoen.on   Basic   Applicability   It  Real   Concepts   Stage  3.  Enlivening  Applicability   Explore  reasons  and  value   How  could  it  apply  to  their  work?   “me,  us,  my  group  and  team”   Facilitated  Group  Re-­‐Imagining  •  What  are  the  ac.vi.es  the  group  does  today?   –  These  are  underpinned  by  assump.ons  about   technology  capability  sets   –  BUT  …  these  have  changed   –  So  what  now?   –  How  can  we  re-­‐imagine  work?   Stage  3.  Enlivening  Applicability   23  
  • 24. 5/1/12   Sandbox  for  Experimenta.on  •  A  place  to  play  and  try  things  out   –  Less  about  “doing  business”   –  More  about  “what  could  this  do  for  me  or  us?”   Stage  3.  Enlivening  Applicability   Easy  First  Steps  •  Help  them  to  accomplish  the  first  things   –  Setng  their  profile   –  Uploading  a  picture   –  Crea.ng  subscrip.ons   –  Looking  at  the  various  places   –  Subscribing  to  a  relevant  community  •  Changes  it:   –  from  “a  system  out  there”     –  to  “something  I  am  involved  with”   Stage  3.  Enlivening  Applicability   24  
  • 25. 5/1/12   One-­‐to-­‐One  Coaching  •  Observa.onal  learning  about  current  work   prac.ce  •  In-­‐situ  recommenda.ons  or  ideas:   –  “Did  you  know  you  could  …”   –  “Have  you  tried  doing  it  this  way  …”   –  “Why  are  you  clicking  into  there?”  •  Also  called  “Over-­‐the-­‐shoulder  watching”   Stage  3.  Enlivening  Applicability   STAGE  1   STAGE  2   STAGE  3   STAGE  4   Winning   Cul.va.ng   Enlivening   Making     Aoen.on   Basic   Applicability   It  Real   Concepts   Stage  4.  Making  It  Real   Make  it  real  and  personally  relevant   It’s  the  new  “now”  way   Don’t  shoot  yourself  in  the  foot   25  
  • 26. 5/1/12   Stop  Doing,  Start  Doing  Paoerns  •  A  mini-­‐ac.vity  or  set  of  sequences  for  a  group   –  Frequently  repeated,  well  embedded   –  A  way  of  encapsula.ng  the  transi.on  from  the  old   to  the  new   •  Document  reviews   •  Discussions   •  Finding  exper.se   –  Accountability  lever   Stage  4.  Making  It  Real   Internal  User  Group  •  Internal  group  made  up  of  suppor.ve   individuals   –  Focus  is  on  doing  work  beoer  with  the  new  stuff   –  Discussions,  Asking  ques.ons,  Finding  exper.se,   Moaning  together   Stage  4.  Making  It  Real   26  
  • 27. 5/1/12   Zero  Other  Op.ons  •  Treat  the  new  system  as  the  place  of  work   –  Post  the  mee.ng  notes   –  Upload  the  latest  document  version   –  Keep  team  member  details   –  “We  do  work  in  here”  •  Don’t  make  excep.ons  for  people   Stage  4.  Making  It  Real   3   Look  at  the  …  Survey  Results   27  
  • 28. 5/1/12   Total  Respondents   186   IBM  Connec.ons   59  Less  than  100  15.3%  101  to  500  8.5%   IBM  Connec5ons    501  to  1000   respondents  8.5%  1001  to  5000  15.5%  5001  to  10000  5.1%  Over  10000  47.5%   28  
  • 29. 5/1/12   Use  IBM  Connec.ons  (59)   Use   1  IBM  Connec.ons  (59)   29  
  • 30. 5/1/12   Use   2   1  IBM  Connec.ons  (59)   Use   3   2   1  IBM  Connec.ons  (59)   30  
  • 31. 5/1/12   Use   4   3   2   1  IBM  Connec.ons  (59)   Use   4   3   2   1   5  IBM  Connec.ons  (59)   31  
  • 32. 5/1/12   STAGE  1   STAGE  2   STAGE  3   STAGE  4   Winning   Cul.va.ng   Enlivening   Making     Aoen.on   Basic   Applicability   It  Real   Concepts   Execu.ve     Web-­‐Based   Embedded   Internal   Sponsorship   Training   Champion   User  Group   One-­‐to-­‐One   Coaching   Easy  First  Steps  IBM  Connec.ons—Use  of  the  Strategies   Effec.veness   IBM  Connec.ons  (59)   32  
  • 33. 5/1/12   Effec.veness   1  IBM  Connec.ons  (59)   2   Effec.veness   1  IBM  Connec.ons  (59)   33  
  • 34. 5/1/12   2   Effec.veness   3   1  IBM  Connec.ons  (59)   2   Effec.veness   3   1   4  IBM  Connec.ons  (59)   34  
  • 35. 5/1/12   2   Effec.veness   3   1   4   5  IBM  Connec.ons  (59)   2   Effec.veness   3   1   4   6   5  IBM  Connec.ons  (59)   35  
  • 36. 5/1/12   STAGE  1   STAGE  2   STAGE  3   STAGE  4   Winning   Cul.va.ng   Enlivening   Making     Aoen.on   Basic   Applicability   It  Real   Concepts  Execu.ve     One-­‐to-­‐One   Stop  Doing,    Sponsorship   Coaching   Start  Doing   PaSerns  Real-­‐to-­‐Life   Embedded  Scenarios   Champion   Easy  First  Steps   IBM  Connec.ons—Effec.veness   Execu.ve     Sponsorship   Embedded   Champion   Easy  First  Steps   36  
  • 37. 5/1/12   Execu.ve     One-­‐to-­‐One   Sponsorship   Coaching   Embedded   Real-­‐to-­‐Life   Champion   Scenarios   Easy  First  Steps   Stop  Doing,     Start  Doing  Paoerns  Total  Respondents   186  Microsoi  SharePoint   105   37  
  • 38. 5/1/12   Employees  SharePoint  Respondents  (105)   Use  SharePoint  Respondents  (105)   38  
  • 39. 5/1/12   Use   1  SharePoint  Respondents  (105)   Use   2   1  SharePoint  Respondents  (105)   39  
  • 40. 5/1/12   Use   3=   2   1   3=   3=   SharePoint  Respondents  (105)   STAGE  1   STAGE  2   STAGE  3   STAGE  4   Winning   Cul.va.ng   Enlivening   Making     Aoen.on   Basic   Applicability   It  Real   Concepts  Execu.ve     Pages  on  the   Embedded  Sponsorship   Intranet   Champion   Classroom   Training   Web-­‐Based   Training   SharePoint—Use  of  the  Strategies   40  
  • 41. 5/1/12   Effec.veness  SharePoint  Respondents  (105)   Effec.veness   1  SharePoint  Respondents  (105)   41  
  • 42. 5/1/12   Effec.veness   1   2  SharePoint  Respondents  (105)   Effec.veness   1   3   2  SharePoint  Respondents  (105)   42  
  • 43. 5/1/12   Effec.veness   1   3   2   4  SharePoint  Respondents  (105)   Effec.veness   1   3   2   5   4  SharePoint  Respondents  (105)   43  
  • 44. 5/1/12   Effec.veness   1   3   6   2   5   4   SharePoint  Respondents  (105)   STAGE  1   STAGE  2   STAGE  3   STAGE  4   Winning   Cul.va.ng   Enlivening   Making     Aoen.on   Basic   Applicability   It  Real   Concepts  Execu.ve     One-­‐to-­‐One   Internal  User  Sponsorship   Coaching   Group  Real-­‐to-­‐Life   Embedded  Scenarios   Champion   Easy  First  Steps   SharePoint—Effec.veness   44  
  • 45. 5/1/12  Execu.ve    Sponsorship  Embedded  Champion  Execu.ve     One-­‐to-­‐One  Coaching  Sponsorship   Easy  First  Steps  Embedded  Champion   Real-­‐to-­‐Life  Scenarios   Internal  User  Group   45  
  • 46. 5/1/12   4  Share  some  …  Experiences   CASE   1   The  Retail  Firm   46  
  • 47. 5/1/12  Home  improvement  company   250,000  employees  1750  stores  in  US,  Mexico,  and  Canada   (2010)  US$50  Billion  Revenue   Aim:  improve  processes   47  
  • 48. 5/1/12   Aim:  to  bring  people  together   E.g.,  2-­‐3  kitchen  specialists—different   stores,  different  shiis   Early  Adop.on  Work  (mid-­‐2010)   STAGE  1   STAGE  2   STAGE  3   STAGE  4   Winning   Cul.va.ng   Enlivening   Making     Aoen.on   Basic   Applicability   It  Real   Concepts  Execu.ve    Sponsorship  Real-­‐to-­‐Life  Scenarios   48  
  • 49. 5/1/12   “…  viral  adop.on  did  not  work”   People  need  a  level  of  competence  to  see   possibili.es  for  viral  adop.on  to  work   Early  Adop.on  Work  (late-­‐2010)   STAGE  1   STAGE  2   STAGE  3   STAGE  4   Winning   Cul.va.ng   Enlivening   Making     Aoen.on   Basic   Applicability   It  Real   Concepts  Execu.ve    Sponsorship  Sign-­‐off  to  Proceed   Community  Managers   Embedded  Champions   49  
  • 50. 5/1/12   Adop.on  Work  (mid-­‐2011)   STAGE  1   STAGE  2   STAGE  3   STAGE  4   Winning   Cul.va.ng   Enlivening   Making     Aoen.on   Basic   Applicability   It  Real   Concepts  Exemplar  Stories  The  case  of  the  Teflon  Paint  Tray  =$1  million  addi.onal  revenue   Community  Managers   Embedded  Champions   CASE   2   The  Research  Firm   50  
  • 51. 5/1/12   A  division  of  Bayer  AG  (pharma)   BMS—15,000  employees  at  30  loca.ons  Bayer  Group  had  switched  from  IBM  to  Microsoi   (late  2009)  BMS  piloted  IBM  Connec.ons   (Sep  2011)  Bayer  Group  selects  Connec.ons   Aim—research  collabora.on  Discover  opportuni.es/exper.se  across  loca.ons   E.g.,  similar  research   51  
  • 52. 5/1/12   Driver—the  research  scien.sts   wanted  it   Adop.on  Plan  (2011-­‐2012)   STAGE  1   STAGE  2   STAGE  3   STAGE  4   Winning   Cul.va.ng   Enlivening   Making     Aoen.on   Basic   Applicability   It  Real   Concepts  Execu.ve     One-­‐hour     Facilitated   Part  of  Standard  Sponsorship   training  as   Workshops   Opera.ng  CIO  as  ac.ve  blogger   part  of  new   Environment   workplace   Embedded   Champions   Central  Support     Organiza.on   52  
  • 53. 5/1/12   CASE   3   The  University  Driver—giied  the  technology   from  the  vendor   53  
  • 54. 5/1/12   Adop.on  Strategy   STAGE  1   STAGE  2   STAGE  3   STAGE  4   Winning   Cul.va.ng   Enlivening   Making     Aoen.on   Basic   Applicability   It  Real   Concepts  Real-­‐to-­‐Life   “Build  It  And  Scenarios   They  Will  Come”  Execu.ve  Support  (some)   Failure  Academics  not  interested  Not  posi.oned  in  a  way  that  made  sense  vs.  LMS  IT  staff  lei  the  university.  Ini.a.ve  faltered.   54  
  • 55. 5/1/12   CASE   4   The  Bank  “...  a  friendly  human  face  to  help   them  navigate  the  tools.”   One-­‐on-­‐one  training   Facilitated  team  learning  sessions   Answering  their  ques.ons   55  
  • 56. 5/1/12  “Excellent  adop.on”   “Much  success”   5   In  …  Summary   56  
  • 57. 5/1/12   SUMMARY   1  The  vendors  have  done  their  part   SUMMARY   2  Success  at  your  firm  is  up  to  you   The  ROADMAP  approach   57  
  • 58. 5/1/12   SUMMARY   3  What  are  you  doing  about  adop.on?  Michael  Sampson  @collabguy  michaelsampson.net   58