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[AIIM16] Don't Make Us Think: Getting SharePoint to Be Useful, Usable, and Used


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AIIM16 presentation by: Kevin Parker, Senior Enterprise Information Architect, NEOSTEK

Published in: Technology

[AIIM16] Don't Make Us Think: Getting SharePoint to Be Useful, Usable, and Used

  1. 1. Don’t  Make  Us  Think:   Ge#ng  SharePoint  to  be   Useful,  Usable,  and  Used   Kevin  Parker,  CIP   Sr.  Enterprise  Informa9on  Architect  at  NEOSTEK  
  2. 2. Introduc;on   Don’t  Make  Us  Think:     Ge#ng  SharePoint  to  be  Useful,  Usable,  and  Used  
  3. 3. In  this  session,  we’ll  explore  how  to:   •  Plan  useful  site  types  that  meet  your  business   needs   •  Plan  usable  content,  naviga9on,  and  search   •  Promote  user  adop9on  with  communica9on,   learning,  and  support  
  4. 4. User  Adop;on  in  Context  Strategy   What  are  we   trying  to   accomplish?   What  are   the  Cri9cal   Success   Factors?   Architecture   How  do  we   organize  and   structure   things?   Governance   How  do  we   get  people   to  use  it  in   the  ways  we   intend?   Implementa;on   How  do  we   build  it  out   and  get   users   started?   Opera;on   How  do  we   support   users  and   drive   adop9on?   Security,  Privacy,  Management,  Business  Con9nuity,  Reten9on,  Compliance,  Etc.   User  Adop;on  
  5. 5. Success  =  Adop;on   Make  it  Useful   Meet  business   needs  with   good   architecture   Make  it  Usable   Design  for   usability  and   accessibility   Get  it  Used   Promote  user   adop9on  with   communica9on,   learning,  and   support  
  6. 6. Make  it  Useful:   Plan  site  and  list  types  that   meet  your  business  needs   Don’t  Make  Us  Think:     Ge#ng  SharePoint  to  be  Useful,  Usable,  and  Used  
  7. 7. What  Makes  a  Solu;on  Useful?   •  Meets  real  business  needs   •  Simplifies  work  processes   •  Improves  efficiency   •  Improves  quality   •  Improves  accountability   •  Lets  staff  and  leadership  do  their  jobs!  
  8. 8. First  Things  First:  Name  It   •  Don’t  call  it  “SharePoint”.  Come  up  with  a  non-­‐ product-­‐specific  name.   •  Make  it  simple  and  easy  for  people  to  remember.   •  Examples:   –  Inside  Acme  (inside.acme.tld)   –  Acme  Connect  (connect.acme.tld)   –  Acme  Hub  (hub.acme.tld)   –  Acme  Central  (central.acme.tld)  
  9. 9. Iden;fy  Business  Needs   Business  Need   Descrip;on   Scope   Intranet   Communica9on  and  knowledge   management  for  the  organiza9on   Organiza9on   Collabora;on   Collabora9on  spaces  for  units  and  teams   Units  &  Teams   Content  &  Case   Management   Document  and  content  management  for   specific  business  processes   Business  Process   Records   Management   Records  repository  with  appropriate   controls  and  reten9on  management   Organiza9on  
  10. 10. Plan  Site  Types  by  Business  Need   Business  Need   Site  Types   Intranet   Enterprise  wiki  (or  other  publishing  site  type)   Blog  site   Collabora;on   Team  sites  (preconfigured  for  your  teams)   Project  sites  (preconfigured  for  your  projects)   Content  &  Case   Management   Document  center  site  collec9ons   Case  sites  (special  preconfigured  subsites)   Records  Management   Records  center  site  collec9ons  
  11. 11. When  You  Don’t  Plan:  Ad  Hoc  Sprawl  
  12. 12. When  You  Don’t  Plan:  Ad  Hoc  Sprawl  
  13. 13. Plan  Site  Collec;ons   SharePoint   Farm   Main  Web   App   Web  Applica9on   Intranet   Site  Collec9on   Search   Center   Site  Collec9on   /teams/   Managed  Path   Execu9ve   Office   Site  Collec9on   Line  of   Business  X   Site  Collec9on   Line  of   Business  Y   Site  Collec9on   Accoun9ng   Site  Collec9on   Legal   Site  Collec9on   Human   Resources   Site  Collec9on   IM  &  IT   Site  Collec9on   Cross-­‐Org   Teams   Site  Collec9on   /sites/   Managed  Path   Content   Type  Hub   Site  Collec9on   Document   Center  X   Site  Collec9on   Document   Center  Y   Site  Collec9on   Records   Center   Web  Applica9on   Records   Center  1   Site  Collec9on   Records   Center  2   Site  Collec9on   My  Sites   Web  Applica9on   Collabora;on:  Each  top-­‐level   organiza9onal  unit  gets  a  team   site  collec9on  with  its  own   content  database:   •  Ensure  informa9on  isola9on   by  group   •  Provide  for  growth  and   maintenance   •  Allow  smaller  teams  to  have   subsites  with  unique   permissions   •  Create  subsites  in  a  special   site  collec9on  for  cross-­‐org   teams  
  14. 14. Some  Ways  to  Organize  Sites   •  Organize  by  Unit:   –  Site  Collec9on  for  each  department  or  division   –  Subsites  for  teams  and  projects   •  Organize  by  Site  Type:   –  Site  Collec9ons  for  specific  site  types   –  Subsites  for  specific  instances  of  site  types   •  Organize  by  Program:   –  Site  Collec9on  for  each  program   –  Subsites  for  teams  and  projects  
  15. 15. Use  a  Content  Type  Hub   •  Centrally  manage  content  types  and  site   columns.   •  Centrally  manage  informa9on  policies  9ed  to   content  types.   •  Publish  changes  across  all  site  collec9ons  that   use  these  content  types.  
  16. 16. Create  Reusable  List  Types   •  Leverage  content  types  and  site  columns  in   the  content  type  hub  to  create  reusable  lists.   •  Keep  metadata  columns  consistent  across  all   sites.   •  Keep  informa9on  management  policies   consistent.  
  17. 17. Determine  What  Goes  Where   Informa;on  for   everyone   Goes  on  the   intranet  or   unit-­‐owned   intranet   subsite   Informa;on  just   for  our  team   Goes  in  the   team’s  site   collec9on  or   subsite   Informa;on   related  to  a   process   Goes  in  the   case  or   document   management   site   Informa;on  to  be   kept  as  records   Goes  in  the   appropriate   records  center  
  18. 18. Make  it  Usable:   Plan  usable  content,  naviga9on,   and  search   Don’t  Make  Us  Think:     Ge#ng  SharePoint  to  be  Useful,  Usable,  and  Used  
  19. 19. Some  Basic  Rules  of  Usability   Krug’s  first  law  of  usability:   •  “Don’t  make  me  think.”   More  principles:   •  Make  and  keep  only  the  informa9on   you  need,  and  eliminate  ROT   (Redundant,  Obsolete,  Trivial).   •  Make  it  easy  to  put  informa9on  in  the   right  SPOT  (Single  Point  Of  Truth).   •  Make  informa9on  findable.   •  Make  it  all  accessible.   Check  out  Don’t  Make  Me   Think  by  Steve  Krug  
  20. 20. Make  Usable  Content  and  Pages   •  Use  clear  page  9tles  and  headings  (h1,  h2,  h3).   •  Omit  unnecessary  words.   •  Use  clear  links  and  labels  (including  naviga9on).   •  Make  text  readable  (high  contrast,  not  too  small,   columns  not  too  wide).   •  Learn  to  love  white  space  (you  don’t  pay  by  the   pixel).  
  21. 21. Make  it  Clear  What  Goes  Where   Informa;on  for   everyone?   Put  it  on  the   intranet  or   unit-­‐owned   intranet   subsite   Informa;on  just   for  our  team?   Put  it  in  the   team’s  site   collec9on  or   subsite   Informa;on   related  to  a   process?   Put  it  in  the   case  or   document   management   site   Informa;on  to  be   kept  as  records?   Put  it  in  the   appropriate   records  center   (Beger  yet,   automate  this!)  
  22. 22. Plan  Usable  Naviga;on   •  Make  the  logo  link  back  to  the  intranet  home  page  across   all  site  types  and  site  collec9ons  (in  the  master  page).   •  Make  top-­‐level  (global)  naviga9on  consistent  across   intranet  pages  and  subsites.   •  Context  (quick  launch)  naviga9on  can  vary  based  on   loca9on.   •  Make  it  easy  to  get  from  a  team’s  collabora;on  site  to   their  intranet  site.   •  Create  a  clear  site  map  and/or  index  for  site  collec9ons   and  subsites.  
  23. 23. Improve  Search   •  Use  search  analy9cs  to  determine  what  people   are  searching  for  and  finding  (or  not).   •  Leverage  SharePoint  search  features:   –  Results  Types   –  Display  Templates   –  Results  Refiners   –  Query  Sugges9ons   •  Plan  on  con9nuous  improvement  for  search.  
  24. 24. Get  it  Used:   Promote  adop9on  by   suppor9ng  your  user   community   Don’t  Make  Us  Think:     Ge#ng  SharePoint  to  be  Useful,  Usable,  and  Used  
  25. 25. Promote  User  Adop;on   •  Communica9on   •  Learning  Resources   •  Support   •  Change  Management  
  26. 26. Communicate   •  Leverage  exis9ng  corporate  communica9ons   channels  to  market  the  solu9on,  both  before   and  aier  implementa9on.   •  Use  the  intranet  to  communicate  to  users   about  how  to  use  the  solu9on,  where  things   go,  how  to  get  help,  etc.  
  27. 27. Provide  Learning  Resources   •  Create  simple  wiki  tutorial  pages  in  each  site  to  explain   how  to  do  things  on  that  site—and  keep  these  current.   •  Provide  live  and/or  video  tutorials  specific  to  how  to  do   things  on  your  sites.   •  Host  user  group  mee9ngs.   •  Create  a  “center  of  excellence”  site  for  knowledge   management.   •  DO  NOT  provide  generic  SharePoint  training  to  users.  
  28. 28. Provide  Support   •  The  help  desk  must  be  capable  of  suppor9ng   the  solu9on  (or  rou9ng  to  those  who  can).   •  Provide  types  of  support:   – Site  planning  and  setup  (ini9al  and  improvements)   – Records  and  informa9on  management  guidance   – Access  and  permission  levels  (on/off  boarding)   – Incident  response  
  29. 29. Manage  Change   •  When  first  implemen9ng,  plan  migra9on  for   informa9on,  processes,  AND  people.   •  Monitor  analy9cs  and  reports  to  improve   capacity,  performance,  service  applica9ons,   search,  naviga9on,  etc.   •  Communicate  and  coordinate  maintenance   windows  and  any  service  changes.  
  30. 30. Leverage  a  Center  of  Excellence  Site   Connect  Central   Blog   §  News   §  Updates   §  Announcements   Wiki   §  How-­‐to  guides   §  Learning  resources   §  Standards   §  Policies   Forum   §  Support   §  Ask  the  experts  
  31. 31. Final  Thought:   “Build  it,  and  they  will  come?”  That  only  works   in  movies.   Instead,  make  your  solu9on  the  “path  of  least   resistance.”  Make  it  so  simple  that  they  don’t   have  to  think  about  how  things  work.  They  just   work.   Make  it  useful,  usable,  and  used.  
  32. 32. Kevin  Parker,  CIP