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"Whats in it for me?" User Adoption & Employee   Engagement Strategies for Enterprise Social  Computing Projects(Making Sh...
About JeffDirector of Social Computing, Intranets and Collaborationat Rightpoint.Named the #1 SharePoint Influencer to wat...
1.12 Drive Employee Engagement
LIKE JeffDirector of Social Computing at Rightpoint.Rightpoint is a Gold Certified and Managed MicrosoftPartner with a spe...
Session ObjectivesOverview:    •    Discuss why many enterprise social computing projects         miss the mark due to lac...
DefinitionSocial Intranet (sō’shəl) • (ĭn’trə-nĕt’) An intranetthat utilizes social technologies to enhance the everyday a...
LIKE JeffDirector of Social Computing at Rightpoint.Rightpoint is a Gold Certified and Managed MicrosoftPartner with a spe...
MythsSome of the Employee Engagement Myths•       Size matters•       I’m too busy•       It won’t pay off•       The busi...
Truths Part 1Your old, standard intranet is one-waycommunication. A social intranet is two-waycommunication.1.12 Drive Emp...
Truths Part 2Key Learning’s for building engagement:•      Be clear on where you are different and that it’s the    right ...
Truths Part 2Key Learning’s for building engagement:•      Be clear on where you are different and that it’s the    right ...
Portal & CollaborationPitfalls & Best Practices1. Don’t bite off more than you can chew.   •    Do: Think big, but start s...
Portal & CollaborationPitfalls & Best Practices4. Don’t underestimate the importance of   governance and alignment with yo...
Outside the 4 walls tools for social engagement1.12 Drive Employee Engagement
Google Plus1.12 Drive Employee Engagement
Google Plus1.12 Drive Employee Engagement
Facebook1.12 Drive Employee Engagement
Linked In1.12 Drive Employee Engagement
Linked In Groups1.12 Drive Employee Engagement
Twitter1.12 Drive Employee Engagement
Quick Survey1.12 Drive Employee Engagement
Quick Survey1.12 Drive Employee Engagement
Our Experience                    Not Going        Excited                    to Adopt        Adopters                    ...
Our Goal                    Not Going                    to Adopt      Critical                      (33%)       Mass:    ...
Why Do Some EnterpriseSocial Computing Projects     Miss The Mark?
Top 3 Reasons Why Some EnterpriseSocial Computing Projects Miss The Mark1. Stakeholders don’t start with “Why?”.2. End-use...
A Recipe for Failure Typical enterprise social computing project:Requirements     Design &                                ...
A Framework For Success
A Framework for Success                                 How?                                 What?                        ...
How?       A Framework for Success                 What?                                               Why?Why?           ...
A Framework for SuccessWhy are we doing this?   1. Accelerate innovation   2. Improve expertise discovery    Why?   3. Enh...
A Framework for SuccessWhat’s in it for me?   1. Communicate how the solution      helps me personally achieve success.   ...
A Framework for SuccessHow do we make it effortless?    1. Less is more    2. Design an effective user experience   How?  ...
unEngaged1.12 Drive Employee Engagement
unEngaged part 11.12 Drive Employee Engagement
unEngaged part 21.12 Drive Employee Engagement
unEngaged part 21.12 Drive Employee Engagement
unEngaged part 21.12 Drive Employee Engagement
1.12 Drive Employee Engagement
1.12 Drive Employee Engagement
1.12 Drive Employee Engagement
1.12 Drive Employee Engagement
Client Profile: AbbottIndustry:Health & Life SciencesBusiness Pain:No facility to bring employeestogether to facilitate kn...
1.12 Drive Employee Engagement
1.12 Drive Employee Engagement
1.12 Drive Employee Engagement
1.12 Drive Employee Engagement
1.12 Drive Employee Engagement
Our Process: “Think BIG, Start Small”                 Synthesize/                   PrioritizeRequirements                ...
Takeaways part 11. Build a connected internal communicationsinfrastructure that is aligned to your brand messages2. Integr...
Takeaways part 25. Clarify whats expected of employees6. Offer internal career opportunities7. Empower frontline employees...
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SharePoint Saturday Austin: What's In It for Me? Driving User Adoption and Employee Engagement

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  • 1. Clarify what's expected of employees It's essential that your team members know what's expected of them. They receive job descriptions when they first start, but that's not enough. Clear expectations ensure everyone is working towards the same goal. Putting things in writing is a valuable step to avoid confusion that can occur if verbal instructions are the only instructions. 2. Offer internal career opportunities No one wants to feel they are stuck in a dead end job. If you consider current team members for promotion before going outside the organization, employees will be more willing to stay because they can see room for improvement and promotion if they perform well. Give them opportunities to learn and grow within their role. Make it clear that your desire is to promote internally when possible. This will also minimize people looking elsewhere for new jobs without your knowledge. 3. Empower frontline employees Are your team members able to use discretion when handling customer complaints? Do they always seek permission for something that isn't within their power to correct? Frustration can build up if frontline employees are powerless to take immediate action to satisfy a disgruntled customer. If they can save a customer from having to wait for someone to take action, it's a win-win. 4. Encourage teamwork Employees should work together and support each other. It's essential to a healthy and positive work environment. People also learn from watching other team members interact with customers. No amount of training can prepare a new employee for what happens better than observing skilled team members, regardless of whether they're working with easy or difficult customers. If team members offer each other support, they will be able to get through any difficulties they may encounter without involving a supervisor. 5. Provide regular feedback It's crucial to give all employees regular feedback on their performance. Regardless of whether they're excelling at their job or are new to the company, they need to know where they stand. Are they doing everything they're supposed to be doing? Are they doing too much? If they arrive late all the time and leave early, address that. If they're doing other people's work because some people are lazy, you should address that as well. 1. Clarify what's expected of employees It's essential that your team members know what's expected of them. They receive job descriptions when they first start, but that's not enough. Clear expectations ensure everyone is working towards the same goal. Putting things in writing is a valuable step to avoid confusion that can occur if verbal instructions are the only instructions. 2. Offer internal career opportunities No one wants to feel they are stuck in a dead end job. If you consider current team members for promotion before going outside the organization, employees will be more willing to stay because they can see room for improvement and promotion if they perform well. Give them opportunities to learn and grow within their role. Make it clear that your desire is to promote internally when possible. This will also minimize people looking elsewhere for new jobs without your knowledge. 3. Empower frontline employees Are your team members able to use discretion when handling customer complaints? Do they always seek permission for something that isn't within their power to correct? Frustration can build up if frontline employees are powerless to take immediate action to satisfy a disgruntled customer. If they can save a customer from having to wait for someone to take action, it's a win-win. 4. Encourage teamwork Employees should work together and support each other. It's essential to a healthy and positive work environment. People also learn from watching other team members interact with customers. No amount of training can prepare a new employee for what happens better than observing skilled team members, regardless of whether they're working with easy or difficult customers. If team members offer each other support, they will be able to get through any difficulties they may encounter without involving a supervisor. 5. Provide regular feedback It's crucial to give all employees regular feedback on their performance. Regardless of whether they're excelling at their job or are new to the company, they need to know where they stand. Are they doing everything they're supposed to be doing? Are they doing too much? If they arrive late all the time and leave early, address that. If they're doing other people's work because some people are lazy, you should address that as well.
  • Transcript of "SharePoint Saturday Austin: What's In It for Me? Driving User Adoption and Employee Engagement"

    1. 1. "Whats in it for me?" User Adoption & Employee Engagement Strategies for Enterprise Social Computing Projects(Making SharePoint Sexy) Prepared for: SharePoint Saturday Austin January 21, 2012 Jeff Willinger @jwillie
    2. 2. About JeffDirector of Social Computing, Intranets and Collaborationat Rightpoint.Named the #1 SharePoint Influencer to watch in 2012Regular speaker and evangelist on the value of SocialNetworking, Social Media and Social ComputingTwitter, Facebook and LinkedIn Expert.I am buying YOU a beer or cocktail TODAY!Follow @jwillie and Tweet this:“ Listening to @jwillie rant and rave about SharePoint,social computing and employee engagement #SPSAusTx ”1.12 Drive Employee Engagement
    3. 3. 1.12 Drive Employee Engagement
    4. 4. LIKE JeffDirector of Social Computing at Rightpoint.Rightpoint is a Gold Certified and Managed MicrosoftPartner with a specialization in MOSS 2007, Collaboration& Social Networking.Regular speaker and evangelist on the value of SocialNetworking, Social Media and Social ComputingTwitter, Facebook and LinkedIn Expert.I am buying YOU lunch TODAY!Tweet this:“ Listening to @jwillie rant and rave about SharePoint,social computing and employee engagement #aliee ”1.12 Drive Employee Engagement
    5. 5. Session ObjectivesOverview: • Discuss why many enterprise social computing projects miss the mark due to lack of employee engagement and low end-user adoption. Show what is in the social sphere and what you can do outside your 4 walls.Key take-away: • Provide a framework that drives employee engagement & end-user adoption enabling organizations to realize the full benefit of their enterprise social computing return on investment.1.12 Drive Employee Engagement
    6. 6. DefinitionSocial Intranet (sō’shəl) • (ĭn’trə-nĕt’) An intranetthat utilizes social technologies to enhance the everyday activities and transactions necessary foremployees to learn, plan and do their jobs therebymaking them more engaged and productive.Increases employee engagement and user adoption ifdeployed properly(possibly SharePoint 2010).1.12 Drive Employee Engagement
    7. 7. LIKE JeffDirector of Social Computing at Rightpoint.Rightpoint is a Gold Certified and Managed MicrosoftPartner with a specialization in MOSS 2007, Collaboration& Social Networking.Regular speaker and evangelist on the value of SocialNetworking, Social Media and Social ComputingTwitter, Facebook and LinkedIn Expert.I am buying YOU lunch TODAY!Tweet this:“ Listening to @jwillie rant and rave about SharePoint,social computing and employee engagement #aliee ”1.12 Drive Employee Engagement
    8. 8. MythsSome of the Employee Engagement Myths• Size matters• I’m too busy• It won’t pay off• The business won’t care• Should “corporate” or marketing own this?1.12 Drive Employee Engagement
    9. 9. Truths Part 1Your old, standard intranet is one-waycommunication. A social intranet is two-waycommunication.1.12 Drive Employee Engagement
    10. 10. Truths Part 2Key Learning’s for building engagement:• Be clear on where you are different and that it’s the right fit. You must be believable and relevant.• Start somewhere and keep the message simple.• Make it “personal” to create emotional engagement with the brand.• Provide “new news” to enhance your recruiting and retention efforts.• It starts with external activities. Awards are noticed by the Team, Executives, Employees, Suppliers and Community.1.12 Drive Employee Engagement
    11. 11. Truths Part 2Key Learning’s for building engagement:• Be clear on where you are different and that it’s the right fit. You must be believable and relevant.• Start somewhere and keep the message simple.• Make it “personal” to create emotional engagement with the brand.• Provide “new News” to enhance your recruiting and retention efforts.• It starts with external activities. Awards are noticed by the Team, Executives, Employees, Suppliers and Community.1.12 Drive Employee Engagement
    12. 12. Portal & CollaborationPitfalls & Best Practices1. Don’t bite off more than you can chew. • Do: Think big, but start small.2. Don’t overcomplicate the user interface. • Do: Keep it simple (KISS).3. Don’t assume user adoption will happen. • Do: “If you build it, they will come” doesn’t necessarily work. Ensure (1) business goals, (2) end-user goals and (3) technology goals in completely in sync.1.12 Driving Employee Engagement
    13. 13. Portal & CollaborationPitfalls & Best Practices4. Don’t underestimate the importance of governance and alignment with your culture. • Do: Put a proper governance plan in place day 1 and align your solution with your culture.5. Don’t “customize” when you can “configure”. • Do: Leverage out-of-the-box features whenever possible.6. Don’t underestimate the breadth of SharePoint’s capabilities. • Do: Educate yourself on what is possible with the platform1.12 Driving Employee Engagement
    14. 14. Outside the 4 walls tools for social engagement1.12 Drive Employee Engagement
    15. 15. Google Plus1.12 Drive Employee Engagement
    16. 16. Google Plus1.12 Drive Employee Engagement
    17. 17. Facebook1.12 Drive Employee Engagement
    18. 18. Linked In1.12 Drive Employee Engagement
    19. 19. Linked In Groups1.12 Drive Employee Engagement
    20. 20. Twitter1.12 Drive Employee Engagement
    21. 21. Quick Survey1.12 Drive Employee Engagement
    22. 22. Quick Survey1.12 Drive Employee Engagement
    23. 23. Our Experience Not Going Excited to Adopt Adopters (33%) (33%) On the Fence (33%)1.12 Drive Employee Engagement
    24. 24. Our Goal Not Going to Adopt Critical (33%) Mass: Excited Adopters (66%)1.12 Drive Employee Engagement
    25. 25. Why Do Some EnterpriseSocial Computing Projects Miss The Mark?
    26. 26. Top 3 Reasons Why Some EnterpriseSocial Computing Projects Miss The Mark1. Stakeholders don’t start with “Why?”.2. End-users don’t fully understand “What’s in it for me?”3. The user experience is not as “engaging” and “intuitive” as mainstream social media tools.1.12 Drive Employee Engagement
    27. 27. A Recipe for Failure Typical enterprise social computing project:Requirements Design & Training & Testing Pilot Launch Definition Configuration Deployment 1.12 Drive Employee Engagement
    28. 28. A Framework For Success
    29. 29. A Framework for Success How? What? Why?1.12 Drive Employee Engagement
    30. 30. How? A Framework for Success What? Why?Why? What? How? 1.12 Drive Employee Engagement
    31. 31. A Framework for SuccessWhy are we doing this? 1. Accelerate innovation 2. Improve expertise discovery Why? 3. Enhance knowledge management1.12 Drive Employee Engagement
    32. 32. A Framework for SuccessWhat’s in it for me? 1. Communicate how the solution helps me personally achieve success. What? 2. Communicate usage best practices through anecdotes and other methods. 3. Identifies the specific behavioral barriers that will prevent users from adopting the solution. ‒ Users dont want to be bothered with another system. ‒ Are users concerned about having contributions public and uncensored? ‒ Do end-users fully understand the benefits?1.12 Drive Employee Engagement
    33. 33. A Framework for SuccessHow do we make it effortless? 1. Less is more 2. Design an effective user experience How? 3. Enable intuitive featuresHow do we deploy? • What is the ideal pilot? • How do we educate and train end users? • How do we organically manage our community?1.12 Drive Employee Engagement
    34. 34. unEngaged1.12 Drive Employee Engagement
    35. 35. unEngaged part 11.12 Drive Employee Engagement
    36. 36. unEngaged part 21.12 Drive Employee Engagement
    37. 37. unEngaged part 21.12 Drive Employee Engagement
    38. 38. unEngaged part 21.12 Drive Employee Engagement
    39. 39. 1.12 Drive Employee Engagement
    40. 40. 1.12 Drive Employee Engagement
    41. 41. 1.12 Drive Employee Engagement
    42. 42. 1.12 Drive Employee Engagement
    43. 43. Client Profile: AbbottIndustry:Health & Life SciencesBusiness Pain:No facility to bring employeestogether to facilitate knowledgesharing, innovation, idea generationand user generated content througha community-based portal.Rightpoint Solution:New Web 2.0 SharePoint solutionenables communities, sharedbookmarks, IdeaCenter,collaboration sites, user generatedcontent with voting and moderateddiscussion forums.
    44. 44. 1.12 Drive Employee Engagement
    45. 45. 1.12 Drive Employee Engagement
    46. 46. 1.12 Drive Employee Engagement
    47. 47. 1.12 Drive Employee Engagement
    48. 48. 1.12 Drive Employee Engagement
    49. 49. Our Process: “Think BIG, Start Small” Synthesize/ PrioritizeRequirements Align with Identify Categorize Requirements Roadmap Facilitation Technology Dependencies Requirements (Value/Effort)
    50. 50. Takeaways part 11. Build a connected internal communicationsinfrastructure that is aligned to your brand messages2. Integrate internal branding communicationsacross traditionally separated departments to enableconsistent messaging and total organization buy-in3. Align the internal and external brand to achievethe look & feel of brand consistency4. Evaluate the next stage of social media utility forjob processes and desired internal brand behaviors1.12 Drive Employee Engagement
    51. 51. Takeaways part 25. Clarify whats expected of employees6. Offer internal career opportunities7. Empower frontline employees8. Encourage teamwork6. Provide regular feedback1.12 Drive Employee Engagement

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