Bringing the Users with You - Adoption and Engagement

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User adoption has always been a challenge with SharePoint. Some users and some departments see the value and jump onboard while other groups seem to ignore the power of the platform and blindly carry on business as usual without it. In this session you’ll learn how to get all of your users to understand the value and how to create a “home team” advantage when selling the upgrade to your organization. We’ll explain what makes users hesitant and what you can do to help move them along.
• Learn why engagement is a leading indicator of long-term success
• Eliminate barriers to SharePoint adoption
• Discover how to drive users to SharePoint

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  • Fun… Introverted
  • Why I did it… having trouble timing training and user need...
  • Why I did it… having trouble timing training and user need...
  • Understanding Adoption and EngagementUnderstanding and Creating ChangeUnderstanding MotivationUnderstanding TrustDefining and Measuring the GoalBarriers to Change
  • Lotus Notes… Groupware … Groupware doesn’t CAUSE collaboration. It ENABLES collaboration.Social doesn’t CAUSE better collaboration or knowledge sharing or … it ENABLES it.
  • Time: 1 minuteKEY: (Solution) CreationPicture: Engagement photo I took of my brother and his now wife. For me, that’s engagement.
  • How many people have urgent business problems? 100% - File sharing to external parties
  • Early 2006 Seven Keys to Success, Seven Warning Signs – before SharePoint 2007
  • Blind men and the elephantTail – RopeLeg – PillarTrunk – Tree BranchEar – FanBelly – WallTusk – Pipe
  • Try to generate an ROI – for the process – to find the places where SharePoint can add the greatest value.Change requires urgency. Urgency requires a connection to the business
  • Financial analysis for 2012 Toyota HylandervsHylander Hybrid. Assuming 6000 miles city and 6000 miles highway per year – 23 year payoff (straight line, no NPV/IRR)
  • How do we identify business problems?Help Desk TicketsApplication Backlog
  • Plan for evangelism/launch activitiesPosters / Emails / CommunicationTrainingPlan for post-launch activitiesUsers Groups / Community Activities
  • First step in a 12 step program is to admit you have a problem.Psychologists are well aware of “self” bias of humans. We delude ourselves personally and organizationally into believing we’re better than we are.Find someone to fill in what you don’t do well.
  • IT exists to serve the business – not the other way aroundThere is natural conflict – too much expected and too little (budget, personnel, etc.) given – but that natural conflict must be kept in check.Do you want to have a 10% discount for cash, or a 10% premium for credit.Educate your business partners on what SharePoint will do and what it is
  • Work on the mission statement until people stop arguing … and then start arguing again.Baking: Letting bread “rest” before baking it.Alfred P. Sloan, former CEO of General Motors “Gentlemen, I take it we are all in complete agreement on the decision here… Then I propose we postpone further discussion of this matter until our next meeting to give ourselves time to develop disagreement and perhaps gain some understanding of what this decision is all about.”
  • Seeding a tip jarSet the default file save locationSet the Internet Explorer home page“How can we make this the default behavior?”
  • Exam test taking – Anything above passing is wasted effortMaximizers vs. SatisficersCQI – Continuous Quality Improvement
  • References:Switch – Chip Heath / Dan HeathHappiness Hypothesis – Jonathan Haidt
  • Time: 0.5 MinutesNote: Skipping Stages of Grief
  • Time: 1.5 minutesFrom Tobacco cessationEfficacy not certain
  • Time: 1.5 minutesLa VEENGerman-American PsychologistOften we describe the environment we want – but really we need to be talking about the behaviorsEnvironment has a HUGE impactReferences:Blink – Malcolm GladwellSources of Power – Gary KleinStory: Popcorn Sales CommunicationPlans…TimelineAnd it still didn’t work … we didn’t get the right behavior.
  • Time: 1.5 minutesProfessor @ Harvard Business SchoolCore of this course is mapping SharePoint adoption to his change model
  • Time: 2 minutesBook Reference: Drive by Daniel Pink
  • Where does a requirement fit on here? In most cases it doesn’t…
  • Time: 1 minuteTruck Driver – Paid by the mile, told where to deliver but not what roads to take (even though they’re paid off of optimal miles)
  • Time: 1 minuteAsymptote – approaching (but never reaching) a line
  • Time: 1 minuteCan be second chair… i.e. allowing someone else to reach their purposeSupporting others is a noble purposeStory: Ben GibsonTeacher / Professor / MentorWanted to help others reach their potential
  • Time: 2 minutesDiffusion of Innovations – Everett RogersRelative advantage is measured in the eyes of the beholder… i.e. what’s the relative advantage of a Rolex? Status
  • Time: 1 minutePeople are not machines or interchangeable parts (Fred Brooks – The Mythical Man Month)Story: Conference Call NumbersUnlimited long distanceCalling the toll-free number vs. the toll/long distance numberThere’s no WIII FM w/ dialing the toll/long distance number
  • Bringing the Users with You - Adoption and Engagement

    1. 1. Bringing the Users With You – Adoption and Engagement Robert Bogue (317) 844-5310 Rob.Bogue@SharePointShepherd.com http://www.SharePointShepherd.com
    2. 2. Who am I? • 11 Time Microsoft MVP • Author of 23 books • Editor of over 100 more books • Architect – Developer – IT Professional – End User Advocate – Project Manager • Internationally Renowned Speaker
    3. 3. The SharePoint Shepherd’s Guide for End Users: 2010 • Content – Background Information – Decision Trees – 181 Tasks • Available Forms – Book (available where books are sold) – Corporate Licenses available for deployment to your intranet.
    4. 4. The SharePoint Shepherd’s Guide for End Users: 2013 • Content – Background Information – Decision Trees – 121 Tasks • Available Forms – Book (available where books are sold) – Corporate Licenses available for deployment to your intranet.
    5. 5. The Psychology of Adoption and Engagement • DVD format • 2 hours and 21 minutes of content • It’s the “thinking” about adoption (and engagement) • Cost $299.99 from http://www.SharePoint Shepherd.com
    6. 6. Agenda • Old Problems • How to Think about Engagement • Nine Keys to SharePoint Success • How to Create Change • Getting the Juices Flowing (Examples)
    7. 7. Old Problems • Lotus Notes doesn’t CAUSE collaboration – it ENABLES it • Technology isn’t the solution – you still have to engage people
    8. 8. What is Engagement? • Engagement (noun) – the act of engaging or the state of being engaged. – Dictionary.com • Engaged – busy or [fully] occupied; involved – Dictionary.com
    9. 9. Executive Engagement 1. It’s not about SharePoint and it’s not about technology 2. Find a real, tangible, and urgent business problem, and then talk about it. 3. Propose a solution, or, at the very least, a partial solution. 4. Do your part
    10. 10. The Power of Focus
    11. 11. Nine Keys to SharePoint Success • Activities Missed – Shared Vision – Business Connection – Planning Measurements – Evangelization • Culture Change – Honest Evaluation – Reframing Relationships – Platitudes • Simple Things – Right Defaults – Imperfect Solutions
    12. 12. Shared Vision • Users (Personas) • Use Cases (Actions) • Visual Design – Wireframe – Mockup – Prototypes
    13. 13. Business Connection • ROI – Return on Investment • Long term success = business impact • SharePoint should have a real, tangible, lasting impact on the business
    14. 14. ROI High Finance • Example: – You buy a car for twice the cost but it has better gas mileage, is it a better deal? • IRR – Internal Rate of Return • NPV – Net Present Value • DCF – Discounted Cash Flow
    15. 15. ROI Core Values • Identify Business Problems • Identify Solutions • Calculate Benefits of Solutions • Calculate Costs of Solutions • Benefits > Costs = Value
    16. 16. Planning Measurement • IT Service Delivery – Uptime – Performance • IT Activity – # of page views – # of visits • Business – Reduce proposal response time by 1 day within 30 days – Improve customer satisfaction by 1 point in 90 days – Increase sales win rate by 5% in the next 90 days
    17. 17. Evangelization • Projects don’t end when the service is online – or 30 days afterwards • Plan for an initial push including marketing and training • Establish a sustaining plan to revisit adoption periodically
    18. 18. Honest Evaluation • There are things that every organization doesn’t do well – Requirements gathering – Infrastructure implementation – Information architecture – Performance/scalability testing – Software development – Project management
    19. 19. Reframe Your Relationship • Do you speak of “them”? • Are customers, users, or clients the problem – or the opportunity? • Do you take orders or find solutions – together?
    20. 20. Platitudes • Platitude - a flat, dull, or trite remark, especially one uttered as if it were fresh or profound. (Dictionary.com) • Also known as the corporate mission statement • You can not express the real goal as a platitude
    21. 21. Right Defaults • Behavior is a function of the person and the environment [B=f(P, E)- Kurt Lewin] • Establish the default behavior and people will follow (mindlessly)
    22. 22. Imperfect Solutions • Perfect solutions are too expensive and time consuming • Strive for good enough
    23. 23. Emotional-Rational-Environment • The Model – Elephant – Emotional powerhouse – Rider – Rational control – Path –Environment and habits • Implications – The rider has the illusion of control – The path has strong influence CC Flickr mckaysavage
    24. 24. Creating Change • Models of Change – Stages of Change – Kurt Lewin (Freezing) – John Kotter’s 8 steps • Motivation – Autonomy – Mastery – Purpose
    25. 25. Stages of Change • Pre-Contemplation (not open) • Contemplation (open) • Preparation (ready) • Action (changing) • Maintenance (reinforcing)
    26. 26. Kurt Lewin • Change as a Process – Unfreezing – Change and Transition – Freezing • Behavior is a function of person and environment – B = f(P, E)
    27. 27. John Kotter’s 8 Steps • Create urgency • Form a powerful coalition • Create a vision for change • Communicate the vision • Remove obstacles • Create short-term wins • Build on the change • Anchor the changes in corporate culture
    28. 28. Motivation 3.0 • 1.0: Biology • 2.0: Rewards and punishments – Carrots and sticks • 3.0: Intrinsic – Autonomy – Mastery – Purpose 28
    29. 29. Maslow’s Hierarchy of Needs breathing, food, water, sex, sleep, homeostasis, excretion Physiological security of body, of employment, of resources, of morality, of the family, of health, of propertySafety friendship, family, sexual intimacy Love/Belonging self-esteem, confidence, achievement, respect of others, respect by others Esteem morality, creativity, spontaneity, problem solving, lack of prejudice, acceptance of facts Self-actualization
    30. 30. Fredrick Herzberg – One More Time: How Do Motivate Employees? (HBR)
    31. 31. Autonomy • Self-Directed • Defining the DESTINATION = Ok • Defining the ROUTE to the DESTINATION = Not OK 31
    32. 32. Mastery • Impossible goal • Ability to work towards being good at something 32
    33. 33. Higher Purpose • Does what I’m doing matter? – … to my development – … to my career – … to my family – … to my world 33
    34. 34. Installations-Risks Grid Type of Installation Type of Risk Internet Extranet Intranet Doc Management Project Management Collaboration Mini- App App Bad Expectations         Poor Terms Definition         Poor Understanding         No Compelling Reason         No Value Proposition         Tools Syndrome         No Launch         Poor Adoption        Politics         Culture         * This grid is circa 2006.
    35. 35. Adoption Relative advantage Compatibility ComplexityTrialability Observability
    36. 36. Radio - Motivation • What is in it for me? (WIII FM) • Describing the benefits to individual users • Difficult to find individual, palpable meaning for individuals
    37. 37. Measuring Success • Lagging = Results • Leading = Process Metric – Should reliably lead to results – Should be controllable
    38. 38. Leading vs Lagging
    39. 39. To the Victor Go the Spoils • The more you win… • … the more resources you’re given … • … to reinvest and make a better competitor
    40. 40. Tips for Getting Users in SharePoint • Communicate via Email links in SharePoint • Make file shares read only • Set web browser home page to Intranet • Make critical processes SharePoint only – Expense reporting – Vacation requests – Vendor payment
    41. 41. GETTING THE JUICES FLOWING
    42. 42. M&A • Industry: Logistics • Problem: Coordinating Merger and Acquisition activities • Solution: SharePoint site for shared research, opinions, and correspondence
    43. 43. Customer Communication • Industry: Manufacturing • Problem: Communication with customer about the status of their materials • Solution: SharePoint site with lists for lot, defect, and incident tracking
    44. 44. Content Approval • Industry: Medical • Problem: Traceability mechanism for approving ads and packaging • Solution: SharePoint system with custom workflows
    45. 45. Procedure Library • Industry: Government • Problem: Different answers to different customers • Solution: SharePoint site with content types for procedures and policies
    46. 46. Claims Management • Industry: Government • Problem: Equal opportunity claims taking too long • Solution: SharePoint site with forms for standardized responses and workflows for tracking
    47. 47. Single Sign-on Portal • Industry: Government • Problem: Users have difficulty accessing services because of multiple logins • Solution: SharePoint based portal that pre- authenticates users
    48. 48. Data Entry • Industry: Law Enforcement • Problem: Officers needed to be able to record suspicious activity but didn’t have access to system • Solution: InfoPath form and SharePoint workflow to push the data into the system
    49. 49. Regulatory Approval • Industry: Chemical • Problem: Difficult to keep track of the required forms and data for regulatory approval • Solution: SharePoint site to consolidate and track each approval
    50. 50. Policy Review • Industry: Software • Problem: Employee policies aren’t reviewed frequently enough • Solution: SharePoint document retention and workflows
    51. 51. THANK YOU Robert Bogue Rob.Bogue@ThorProjects.com (317) 844-5310

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