Designing Change
Michelle Caldwell
Director - Collaboration @ Avanade
Twitter: @SPSChicago Hashtag #SPSChicago

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| Share...
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

Twitter: @SPSChicago Hashtag #SPSChicago

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| SharePoint Saturday Chicago 2013
1.
2.
3.

http://www.yammer.com
https://www.yammer.com/microsoftmidwestcustomers

4.

https://www.yammer.com/microsoftmidw...
Thanks to Our Sponsors!

Twitter: @SPSChicago Hashtag #SPSChicago

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| SharePoint Saturday Chicago 2013
1

2

3

Introduction

Success

Cultural

Requirem
ents

Change

4

5

6

Types of

Motivation

Adoption

Adopter

Conside...
Introducti
on
Getting Started
Failed Adoption Strategies
Where do you Start?
Who Should be
Involved?
How do you see it
through to the end?
Develop a Need to Change
What do I communicate?

Who?

When?
13
Requirem
ents for
Investment

Time
Resources
Money
15
Seek Champions

16
Think about what
strategies fit

17
Compatibility
Baby Steps

19
Promote the
Solution

20
Training as Needed

21
Collect Feedback

22
Keeping things on track

23
Cultural Challenges

24
Factors that

Hinder

Adoptio
What are you afraid of?
•Loss of Control
•Loss of Personal
Value
•Confusion of new
tools
•Anxiety about
changing existing
...
Factors that

Support

Adoptio
Share the Plan
Good
Fit?

29
Resist the sink
Support In Place

32
33
Types of

Adopter
Innovators

35
Early
Adopters
36
Early Majority

37
Late Majority

38
Hanger Backs

© 2013, Information Control Corporation

39
Phases of

Adoptio
Ongoing Adoption
Usage & Availability
Deployme
nt
Awarenes
s
Adoptio
n
Make the undesirable desirable
•Add value
•Desire to contribute
•Enjoy new things
•Desire to do a
better job
Harness Peer Pressure
• I Don’t want to
stick out
• Role Models for
Change
• Fear of Criticism

•Celebrate success
•Power ...
Design Rewards

47
Motivation

•Personal
•Social
•Organization
48
Personal
• Executive Blog
• Entry Communication
• Promotion Video
• 1st Touch Event
• Podcasts
• Posters
• Teaser Communic...
Social
•Early Adopter
•Webcasts
•Viral Marketing
•Roadshow
•Executive Sponsorship
•Super-User
Community

•Classroom Traini...
Organizational
•Awards Incentive
• Podcasts
•Super-user Community • SharePoint Sandbox
•New Employee
• Employee Productivi...
User Adoption
Governan
ce

Change Management
Adoption

Techniq
1st Touch
Brown Bag

55
Desk Visit
Executive
Sponsorship
Super-user
Community

58
Virtual Coach
SharePoint Sandbox

60
About Me

Twitter: @SPSChicago Hashtag #SPSChicago

62

| SharePoint Saturday Chicago 2013
1

2

3

Introduction

Success

Cultural

Requirem
ents

Change

4

5

6

Types of

Motivation

Adoption

Adopter

Conside...
Thank
You
66
References
•
•
•
•
•
•

Essential SharePoint 2013 Book
User Adoption Strategies Book
Roadmap for Collaboration Book
Shephe...
Sps chicago 2013 triggering cultural metamorphisis wide final
Sps chicago 2013 triggering cultural metamorphisis wide final
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  • Types of User AdoptersIt is helpful to understand that there are different types of system users that will be interacting with your solution. We will review each type along with some associated tips in getting those people on the ladder of User Adoption
  • You know that change needs to happen Where do you start
  • Who should be involved?
  • How do you see it through to the end?
  • Develop a sense of urgency around the need to change
  • Ensure that solutions are aligned with business and employee objectivesSecure executive sponsorship and drive regular communicationDevelop a training strategy and supporting materialsGather continual feedback and evolve as required
  • Types of User AdoptersIt is helpful to understand that there are different types of system users that will be interacting with your solution. We will review each type along with some associated tips in getting those people on the ladder of User Adoption
  • Seek champions across the organization to help with initial roll-out and subsequent changes / improvements.
  • Think about what adoption strategies you will use early on – you can choose from those mentioned later in this presentation that best supports the way your organization operates.
  • Make sure the solutions are compatible with existing systems. Understand the purposes of each of the disparate systems have within the organization to reduce the amount of confusion and frustration within the organization.
  • Start gradually with small deployments/numbers – follow the Roadmap as a guide, but be prepared to change it as needed.
  • Promote the solution
  • Provide Training as needed
  • Collect continual feedback and feed it back into your process and strategiesEncourage feedback and ideas; implement improvements based on the end user feedback.
  • Manage Expectations – not all the goals can be achieved at once – communicate the plan and the rationale for that plan
  • Lastly, be cognizant of the cultural challenges that will hinder the Adoption
  • Types of User AdoptersIt is helpful to understand that there are different types of system users that will be interacting with your solution. We will review each type along with some associated tips in getting those people on the ladder of User Adoption
  • Fully develop, publish, and communicate this plan to the entire workforce. This will help everyone understand that the system being implemented isn’t being “thrown at them”, but instead, it is a system that encourages involvement across the organization to make it even more useful and successful.
  • Adoption is jeopardized if the system is not a good fit within pillars / departments. This does not mean that the tool should seamlessly meld into current operations of pillars / departments. Introduction of any tool brings change with it; allowing and encouraging teams to take time to modify any pertinent processes and procedures to adapt to the tool introduction will go a long way in final adoption. In other words, the organization can / should review and revise their current processes before just blindly implementing current processes into the new system.
  • Ensure all administrators and end users receive appropriate and sufficient training. The end user is just as deserving of training as anyone else. It is important to remember that there are many end users. If end users feel like they are not receiving adequate training the group sentiment can fatally harm user adoption.
  • resist the temptation to introduce all of the capabilities of SharePoint early on. Instead, it’s critical to show users the tool’s value and how the tool is going to assist them in their job in a methodical, well-planned manner. When new functionality is introduced, it should be introduced as a tool that helps produce value / achieve business goals. By linking it to specific problems or business goals, they will see that the tool is just an enabler to achieving value or goals.
  • Learning any new tool has a steep learning curve, depending on the complexity of the system. Users will run into issues applying the tool to their work and frustrations can run high if they cannot get rapid assistance in resolving their issues. It is imperative to have learned support staff ready. This does not mean that all support staff must have deep knowledge of the tool, but a tiered support structure can be implemented. Remember that a defined escalation policy should be developed to ensure users are getting the quick assistance they need, and management can identify training opportunities if support staff is not exhibiting the necessary knowledge level for their tier.Another option is to train a point person in each pillar / department. This is creating an on-site champion / power-user among the teams that users can go to for assistance. These champions will also have an understanding of how users are utilizing the tool for their particular job function. This layer of support staff will often prove efficient in resolving issues for users, especially basic issues that may be a training related issue for the user.
  • Types of User AdoptersIt is helpful to understand that there are different types of system users that will be interacting with your solution. We will review each type along with some associated tips in getting those people on the ladder of User Adoption
  • Types of User AdoptersIt is helpful to understand that there are different types of system users that will be interacting with your solution. We will review each type along with some associated tips in getting those people on the ladder of User Adoption
  • These are ‘SharePoint’ adventurers, they don’t mind taking risks, they like to play, and they don’t mind failures; some call them mavericks. These are not the kind of people that you want to act as stewards to get others to use the product, so try not to immediately involve them; rather, they should be identified very quickly. They should be given access to a sandbox environment that allows them to get a flavor for SharePoint features and where there is no risk of downtime to a production environment. You should try to involve them in the design stages, and spend time in training best practice in terms of using SharePoint. When doing this, try to evangelize to them the key areas of what the solution is intending to solve, and encourage them to try out features relating directly to those. Note these are not the key adopters, many times they are classified as ‘geeks’, and their end-goals may not be yours in terms of trying to get all users productively using and learning to use the intended solution.
  • These are people who need to have a business requirement solved by the use of SharePoint. They command respect from their peers, and as such should be involved as early as possible. So, like innovators, involve these people early, but ensure that their requirements are captured in the solution being provided. It is important to try to get the SharePoint project sponsor and key stakeholders as “members” of this group. You should also ensure that they are able to trial the solution in the UAT (User Acceptance Test) environment and that you capture, in detail, those requirements.
  • Early Adopters become part of the Early Majority Adopters. These are respected users of the solution and, like Early Adopters are critical to the success of the solution. You should immediately identify SharePoint Champions from these and ensure that training includes labs, and that you continually meet to identify any pain points and success stories. Communicate these to Early Adopters to get them on-board more quickly.
  • These are people who have not been part of the solutions implementation. They may have been introduced by ‘attrition’; told “Drop whatever you was using … You will use SharePoint from now on”; or through some other reason such as “I have just joined the company and been told to use SharePoint and have no idea what it is”. Connections must be made with Early Adopters, and using the materials gained through the creation of policies and the creation of SharePoint Champions so that these Late Majority Adopters can get aid and comfort
  • With any SharePoint solution you will have those users who will resist having to use the product. These ‘Hanger Backs’ are people who hate change and strive for the traditional. They fear the use of the replacement solution or new solution because either (a) they have not been involved and/or (b) they do not want to be trained due to political reasons, etc. Do not attempt to force the solution upon these users. Communicate to these users the success stories that you have gathered from the Early Majority adopters. Use the SharePoint Champions to aid that communication. Do not take any resistance from the Hanger Backs as a message that the solution has failed
  • The next couple of slides we will discuss the phases in which different mechanisms can be used to support the overall User Adoption plan.
  • Types of User AdoptersIt is helpful to understand that there are different types of system users that will be interacting with your solution. We will review each type along with some associated tips in getting those people on the ladder of User Adoption
  • There are four phasesAwareness – Goal is knowing and understanding Focus – demonstrate value, build anticipation and minimize surprisesDeployment – Goal is acceptance and wanting Focus – Accelerate demand and minimize disruptionUsage & Availability – Goal is Mastering and self-belief in the capabilities Focus – Gain productivity, reinforce key concepts and introduce new scenariosOngoing Adoption – Goal is do and keep doing Focus – enhance productivity, continued followership
  • In addition to understanding the types of users there are several ways to help motivate different user to adopt/accept change
  • Harness peer pressure• My Managers and peers are role models for the change• I don‘t want to stick out and will participate• If I don‘t participate I will be criticized• We want to be a role model as a team• Success gets celebrated and published• The importance of finding, thanking and engaging influential / mavens / experts / advocates / enthusiasts• The power of communities
  • Design rewards and demand accountability• Positive behavior is rewarded materially or ideally • Negative behavior or ignorance are reprimanded• I see that the same values count on all levels
  • Specific User Adoption Activities can be used in various ways to address each of these perspectives. Depending on whom the person is and what perspective(s) is of most interest to him/her, there will be varying degrees of benefit for the different activities. As User Adoption Activities take place, and it appears some people might not be reacting to them as hoped, Consider using a different activity from a different perspective to see if the reaction is improved.
  • As SharePoint evolves and matures, so will your Change Management needs that govern how SharePoint features and solutions are implemented. The SharePoint Governance Plan should be used as the guide in determining the types of controls that should be in place for different types of changes being considered. The Governance Plan, in conjunction with Change Management policies should be periodically reviewed and updated throughout the organization. Youwill find that some changes in SharePoint will need little, if any, change management controls. Others, however, will need a great deal. These decisions on how much control is necessary will directly affect User Adoption. For example, if you have no controls over deactivating certain features of a Site Collection, there will come a time in which a group of users that were using those features will become very disgruntled since they were depending on those features in their day-to-day duties. Similarly, activating a feature that consumes many resources (e.g., CPU, storage, etc.) could potentially negatively affect other corporate systems and the people managing those systems.Lastly, User Adoption among the workforce will be severely impacted if the environment is over-controlled. In these cases, the end users will become disgruntled when they believe there is too much red-tape / bureaucracy when trying to make what they view as something very simplistic. For example, putting too many controls over access requests, document library settings, etc. will negatively affect User Adoption.
  • Content Committee – content party
  • Founding member of BuckeyeSPUG (COSPUG)Been working with SharePoint since 200515 years of IT experienceLead a team of 45 SharePoint consultantsProfessional Scrum MasterSix Sigma CertifiedSharePoint Saturday Speaker and OrganizerDog Food Conference Planning Committee
  • I hope you found this to be interesting and useful.Thanks for coming.Wait for the applause to build….Let me just tell you how you can contact me, and then I’ll take questions.
  • Please fill out your surveys if you haven’t done so already
  • Sps chicago 2013 triggering cultural metamorphisis wide final

    1. 1. Designing Change Michelle Caldwell Director - Collaboration @ Avanade Twitter: @SPSChicago Hashtag #SPSChicago 1 | SharePoint Saturday Chicago 2013
    2. 2.   Twitter: @SPSChicago Hashtag #SPSChicago 2 | SharePoint Saturday Chicago 2013
    3. 3. 1. 2. 3. http://www.yammer.com https://www.yammer.com/microsoftmidwestcustomers 4. https://www.yammer.com/microsoftmidwestcustomers/groups/spschicago 5. Twitter: @SPSChicago Hashtag #SPSChicago 3 | SharePoint Saturday Chicago 2013
    4. 4. Thanks to Our Sponsors! Twitter: @SPSChicago Hashtag #SPSChicago 4 | SharePoint Saturday Chicago 2013
    5. 5. 1 2 3 Introduction Success Cultural Requirem ents Change 4 5 6 Types of Motivation Adoption Adopter Considerati Techniq
    6. 6. Introducti on
    7. 7. Getting Started
    8. 8. Failed Adoption Strategies
    9. 9. Where do you Start?
    10. 10. Who Should be Involved?
    11. 11. How do you see it through to the end?
    12. 12. Develop a Need to Change
    13. 13. What do I communicate? Who? When? 13
    14. 14. Requirem ents for
    15. 15. Investment Time Resources Money 15
    16. 16. Seek Champions 16
    17. 17. Think about what strategies fit 17
    18. 18. Compatibility
    19. 19. Baby Steps 19
    20. 20. Promote the Solution 20
    21. 21. Training as Needed 21
    22. 22. Collect Feedback 22
    23. 23. Keeping things on track 23
    24. 24. Cultural Challenges 24
    25. 25. Factors that Hinder Adoptio
    26. 26. What are you afraid of? •Loss of Control •Loss of Personal Value •Confusion of new tools •Anxiety about changing existing work processes
    27. 27. Factors that Support Adoptio
    28. 28. Share the Plan
    29. 29. Good Fit? 29
    30. 30. Resist the sink
    31. 31. Support In Place 32
    32. 32. 33
    33. 33. Types of Adopter
    34. 34. Innovators 35
    35. 35. Early Adopters 36
    36. 36. Early Majority 37
    37. 37. Late Majority 38
    38. 38. Hanger Backs © 2013, Information Control Corporation 39
    39. 39. Phases of Adoptio
    40. 40. Ongoing Adoption Usage & Availability Deployme nt Awarenes s
    41. 41. Adoptio n
    42. 42. Make the undesirable desirable •Add value •Desire to contribute •Enjoy new things •Desire to do a better job
    43. 43. Harness Peer Pressure • I Don’t want to stick out • Role Models for Change • Fear of Criticism •Celebrate success •Power of the community 46
    44. 44. Design Rewards 47
    45. 45. Motivation •Personal •Social •Organization 48
    46. 46. Personal • Executive Blog • Entry Communication • Promotion Video • 1st Touch Event • Podcasts • Posters • Teaser Communication • Employee Productivity Home • Teaser Communications • Online/on-demand Training • New Employee Orientation • Tips & Tricks • Virtual Coach • SharePoint Sandbox
    47. 47. Social •Early Adopter •Webcasts •Viral Marketing •Roadshow •Executive Sponsorship •Super-User Community •Classroom Training •Lunch & Learn Training •Brown Bag Sessions •Auditorium Training
    48. 48. Organizational •Awards Incentive • Podcasts •Super-user Community • SharePoint Sandbox •New Employee • Employee Productivity Orientation Home •Newsletter
    49. 49. User Adoption Governan ce Change Management
    50. 50. Adoption Techniq
    51. 51. 1st Touch
    52. 52. Brown Bag 55
    53. 53. Desk Visit
    54. 54. Executive Sponsorship
    55. 55. Super-user Community 58
    56. 56. Virtual Coach
    57. 57. SharePoint Sandbox 60
    58. 58. About Me Twitter: @SPSChicago Hashtag #SPSChicago 62 | SharePoint Saturday Chicago 2013
    59. 59. 1 2 3 Introduction Success Cultural Requirem ents Change 4 5 6 Types of Motivation Adoption Adopter Considerati Techniq
    60. 60. Thank You
    61. 61. 66
    62. 62. References • • • • • • Essential SharePoint 2013 Book User Adoption Strategies Book Roadmap for Collaboration Book Shepherd's Guide for Users Book 42 Rules for Successful Collaboration Book Microsoft User Adoption Guide for 2013
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