BP106  Where is the love?  How to get your users to fall in love with IBM Lotus® Notes® Mat Newman  | Director-Education |...
Agenda <ul><li>Where is the Love?
Features vs Functionality
The User Driven Revolution
Bring back that Lovin' Feelin'
A little bit of Magic!
Be prepared to answer the questions </li></ul>
Where is the Love? <ul><li>There are users who hate Lotus Notes
Why do they HATE Notes?
Who's fault IS it?
Feature … or Function?
Putting the frustration into perspective. </li></ul>
There ARE users who  HATE  Lotus Notes <ul><li>Where is their pain?
There are entire web-sites dedicated to the topic: </li><ul><li>ihatelotusnotes.com
LotusNotessucks.4t.com </li></ul><li>Do YOU receive the same complaints over, and over, and ... </li></ul>
WHY do users HATE Notes? <ul><li>Direct comparisons between FEATURES of 'Email' software
Perception of a lack of FUNCTIONALITY
Unfamiliarity with a POWERFUL/RICH client
Administrative Policies that don't make sense to users
Application Failures/Crashes
Not understanding 'The Power of Notes' </li></ul>
WHOSE  fault  is it? <ul><li>IBM </li><ul><li>Who develop the product, and provide the complete feature/functional set </l...
Putting the frustration into perspective <ul><li>Most user frustration comes from a lack of: </li><ul><li>Training,
Knowledge,
Experience, and
Desire </li></ul></ul>
Agenda <ul><li>Where is the Love?
Features vs Functionality
The User Driven Revolution
Bring back that Lovin' Feelin'
A little bit of Magic!
Be prepared to answer the questions </li></ul>
Feature or Function? <ul><li>Functions are the “products answer to the set of user tasks”* </li><ul><li>Create a document
Include content
Save and/or Distribute </li></ul><li>Features are the “'user tools' available in the product to execute the functions”* </...
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Lotusphere 2011, BP106: "Where is the Love? How to get your users to fall in Love with Lotus Notes"

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Lotusphere 2011, BP106: "Where is the Love? How to get your users to fall in Love with Lotus Notes"

  1. 1. BP106 Where is the love? How to get your users to fall in love with IBM Lotus® Notes® Mat Newman | Director-Education | ISW www.isw.com.au
  2. 2. Agenda <ul><li>Where is the Love?
  3. 3. Features vs Functionality
  4. 4. The User Driven Revolution
  5. 5. Bring back that Lovin' Feelin'
  6. 6. A little bit of Magic!
  7. 7. Be prepared to answer the questions </li></ul>
  8. 8. Where is the Love? <ul><li>There are users who hate Lotus Notes
  9. 9. Why do they HATE Notes?
  10. 10. Who's fault IS it?
  11. 11. Feature … or Function?
  12. 12. Putting the frustration into perspective. </li></ul>
  13. 13. There ARE users who HATE Lotus Notes <ul><li>Where is their pain?
  14. 14. There are entire web-sites dedicated to the topic: </li><ul><li>ihatelotusnotes.com
  15. 15. LotusNotessucks.4t.com </li></ul><li>Do YOU receive the same complaints over, and over, and ... </li></ul>
  16. 16. WHY do users HATE Notes? <ul><li>Direct comparisons between FEATURES of 'Email' software
  17. 17. Perception of a lack of FUNCTIONALITY
  18. 18. Unfamiliarity with a POWERFUL/RICH client
  19. 19. Administrative Policies that don't make sense to users
  20. 20. Application Failures/Crashes
  21. 21. Not understanding 'The Power of Notes' </li></ul>
  22. 22. WHOSE fault is it? <ul><li>IBM </li><ul><li>Who develop the product, and provide the complete feature/functional set </li></ul><li>Administrators </li><ul><li>Who lock-down the client so that features are unavailable </li></ul><li>Help-desks </li><ul><li>Who don't provide immediate answers and solutions to user queries </li></ul><li>Developers </li><ul><li>Who create a sub-par user interface/experience </li></ul><li>Human resources </li><ul><li>Who don't provide adequate user training </li></ul><li>Users </li><ul><li>Who “ don't know how”/” can't learn how”/” won't learn how” to use the software </li></ul><li>ANY combination of the above can cause users to lose 'That Loving Feeling' </li></ul>
  23. 23. Putting the frustration into perspective <ul><li>Most user frustration comes from a lack of: </li><ul><li>Training,
  24. 24. Knowledge,
  25. 25. Experience, and
  26. 26. Desire </li></ul></ul>
  27. 27. Agenda <ul><li>Where is the Love?
  28. 28. Features vs Functionality
  29. 29. The User Driven Revolution
  30. 30. Bring back that Lovin' Feelin'
  31. 31. A little bit of Magic!
  32. 32. Be prepared to answer the questions </li></ul>
  33. 33. Feature or Function? <ul><li>Functions are the “products answer to the set of user tasks”* </li><ul><li>Create a document
  34. 34. Include content
  35. 35. Save and/or Distribute </li></ul><li>Features are the “'user tools' available in the product to execute the functions”* </li><ul><li>Keyboard Short-cuts
  36. 36. Form/View Actions
  37. 37. Toolbar short-cuts
  38. 38. Menu options </li></ul></ul>* Wood, 1995
  39. 39. Features vs Functionality <ul><li>Features are the aspects of a software application that users can see and interact with
  40. 40. Functionality is the capability of an application to perform a task
  41. 41. Many users equate the lack of an obvious feature with a perceived lack of functionality
  42. 42. With Notes, you may not win the feature battle every day, but you WILL win the Functionality WAR </li></ul>
  43. 43. What IS Lotus Notes? <ul><li>Notes IS: </li><ul><li>A database application, running within the eclipse frame work to provide a comprehensive functional environment,
  44. 44. A tool that enables users to consume, create, communicate, coordinate and collaborate,
  45. 45. It can Talk with just about ANY system,
  46. 46. The ONLY software that allows users to do it all, whether connected or not, in a single, cohesive environment. </li></ul><li>Notes IS NOT: </li><ul><li>Just 'another' email program </li></ul></ul>
  47. 47. Agenda <ul><li>Where is the Love?
  48. 48. Features vs Functionality
  49. 49. The User Driven Revolution!
  50. 50. Bring back that Lovin' Feelin'
  51. 51. A little bit of Magic!
  52. 52. Be prepared to answer the questions </li></ul>
  53. 53. The Negative “USER DRIVEN REVOLUTION” <ul><li>You may have experienced it!
  54. 54. Unstructured documents and lack of organization/process lead to Anarchy
  55. 55. Users who don't know they can ask for solutions will create their own </li><ul><li>How many processes within your organization are driven by unstructured documents </li></ul><li>When Anarchy reigns, no Solutions are provided and your users HATE Notes: </li><ul><li>The catalysts for a negative User Driven Revolution exist </li></ul><li>Result: Good-bye Lotus Notes </li></ul>
  56. 56. Provide the platform for the “USER DRIVEN REVOLUTION” <ul><li>Users want solutions, not road-blocks!
  57. 57. Some users STILL believe that COLLABORATION=={email an attachment} </li><ul><li>Despite being aware of – and using – sharing tools like slide-share, flickr, drop-box.. </li></ul><li>The most powerful platform, is the one you already own! </li></ul>
  58. 58. Creating the right environment for the “USER DRIVEN REVOLUTION” <ul><li>Understanding that IBM Lotus Notes IS the multi-tool in the knowledge workers tool-kit, </li><ul><li>The capabilities and functionality provided by the Notes client is unmatched by any other single piece of computer software </li></ul><li>Realizing that Notes applications are easy to develop, integrate and implement </li><ul><li>Almost anything is possible in Lotus Notes </li></ul><li>Making sure you're current </li><ul><li>The Notes 8 code-stream is the first in Notes' history where point.point releases have NEW features! </li></ul><li>Using the FREE entitlements to provide users with a complete system </li></ul>
  59. 59. Empowering the “USER DRIVEN REVOLUTION” <ul><li>A little bit of knowledge +
  60. 60. An understanding of the functionality +
  61. 61. An awareness of the capabilities +
  62. 62. A desire for simplified work processes = A Notes driven USER REVOLUTION
  63. 63. It all starts with a little love... </li></ul>
  64. 64. Agenda <ul><li>Where is the Love?
  65. 65. Features vs Functionality
  66. 66. The User Driven Revolution
  67. 67. Bring back that Lovin' Feelin'
  68. 68. A little bit of Magic!
  69. 69. Be prepared to answer the questions </li></ul>
  70. 70. Bring back that Lovin' Feeling <ul><li>Introduce Notes PROPERLY </li><ul><li>Dispel any preconceptions before they appear </li></ul><li>Unleash the POWER </li><ul><li>Learn how to do the '10 minute' presentation </li></ul><li>Show users the MAGIC </li><ul><li>There is more to Notes than JUST email </li></ul><li>GIVE users the extras </li><ul><li>they're the things that make Notes ... Notes! </li></ul><li>Be prepared to answer the questions </li><ul><li>Understand where the users are coming from </li></ul></ul>
  71. 71. Introduce Notes PROPERLY <ul><li>Notes is a Database application
  72. 72. Notes is Secure
  73. 73. Notes can access information from virtually anywhere!
  74. 74. Notes is our COLLABORATION platform! </li></ul>
  75. 75. Unleash the POWER <ul><li>LEARN the 10 minute presentation! </li><ul><li>It only takes 10 minutes to demonstrate the core functionality of the Notes client! </li></ul><li>The 10 minute presentation should lay the foundations for the user to investigate further. </li><ul><li>A little bit of knowledge and initiative, combined with a basic understanding of a powerful client results in an empowered user! </li></ul></ul>
  76. 76. The '10 Minute' presentation <ul><li>DEMO </li></ul>
  77. 77. Outcomes from the '10 Minute Presentation' <ul><li>The capabilities of the software
  78. 78. The navigation and use of Notes database 'applications'
  79. 79. The pervasive availability of Messaging, Scheduling and Presence
  80. 80. The ability to WIRE or JOIN those FUNCTIONS together </li></ul>
  81. 81. The capabilities of the SOFTWARE <ul><li>Notes is: </li><ul><li>A Web-Browser
  82. 82. A File Browser
  83. 83. A Feed Reader
  84. 84. A Chat and Presence Client
  85. 85. A Content Consumer
  86. 86. A Database Platform
  87. 87. A Document Editor
  88. 88. A Personal Information Manager </li></ul></ul>
  89. 89. The navigation and use of Notes database 'applications' <ul><li>The standard presentation of Notes applications
  90. 90. The navigation techniques and short-cuts available to all applications
  91. 91. Methods available to find and search for database content </li></ul>
  92. 92. The pervasive availability of Messaging, Scheduling and Presence <ul><li>Messaging features are available everywhere in the Notes client
  93. 93. Scheduling functionality will help users organize their time and increase productivity
  94. 94. Presence is the ability to identify and connect with an available resource </li></ul>
  95. 95. Show users the MAGIC <ul><li>Widgets and Plug-ins allow access to data from a variety sources directly within the Notes client
  96. 96. Live Text can be used to recognize content within most documents
  97. 97. WIRING grants users the ability to link information together to create context, speed processes, and provide additional – contextually relevant - information </li></ul>
  98. 98. The '10 Minute' presentation summary <ul><li>Notes IS a database
  99. 99. Notes IS secure
  100. 100. Notes CAN access information from virtually anywhere
  101. 101. Notes IS easy to use
  102. 102. Notes CAN simplify and expedite processes
  103. 103. Notes IS easy to 'extend' – it works like Magic </li></ul>
  104. 104. Show and GIVE Users the extras <ul><li>DON'T </li><ul><li>Lock down Notes so that users go looking elsewhere for solutions
  105. 105. Prevent users from suggesting improvements </li><ul><li>Notes DOES include templates for Wiki's, Discussions and Blog's </li></ul></ul><li>DO </li><ul><li>Allow users to communicate, collaborate and coordinate
  106. 106. Install your Entitlements – THEY ARE FREE! </li><ul><li>IBM Lotus® SameTime® Entry (for presence and instant communication),
  107. 107. IBM Lotus® Traveler® (for mobile access),
  108. 108. IBM Lotus® QuickR® Entry (for centralized file-sharing),
  109. 109. IBM Tivoli® Directory Integrator® (THE data-moving animal!) </li></ul></ul></ul>
  110. 110. Agenda <ul><li>Where is the Love?
  111. 111. Features vs Functionality
  112. 112. The User Driven Revolution
  113. 113. Bring back that Lovin' Feelin'
  114. 114. A little bit of Magic!
  115. 115. Be prepared to answer the questions </li></ul>
  116. 116. Be prepared to answer the questions! <ul><li>MOST 'issues' can be resolved/overcome with either: </li><ul><li>Training/Demonstration,
  117. 117. A little bit of development,
  118. 118. LIVE-TEXT, or
  119. 119. Widgets and Plug-ins
  120. 120. The last two points are the difference between Notes BASIC and Notes STANDARD </li></ul><li>Remember your users will ALWAYS be ready with a comparison when they see the 'Reply' and 'Forward' buttons </li></ul>
  121. 121. Be prepared to answer the questions! (cont...) <ul><li>“There's no such thing as a stupid question ... ”
  122. 122. If you can't train all of your users, make sure you train your champions </li><ul><li>Help Desk operators,
  123. 123. Product Specialists,
  124. 124. Power users </li></ul><li>A knowledgeable and experienced champion will be the difference between frustrated users and satisfied users </li></ul>
  125. 125. Bring back that Loving feelin' <ul><li>Introduce Notes PROPERLY
  126. 126. Unleash the POWER </li><ul><li>Learn how to do the '10 minute' presentation </li></ul><li>Show users the Magic! </li><ul><li>It all makes sense when it works together </li></ul><li>Show and GIVE users the extras </li><ul><li>they're the things that make Notes ... Notes! </li></ul><li>Be prepared to answer the questions </li><ul><li>Understand where the users are coming from </li></ul><li>PROVIDE THE PLATFORM FOR THE USER DRIVEN REVOLUTION </li></ul>
  127. 127. Agenda <ul><li>Where is the Love?
  128. 128. Features vs Functionality
  129. 129. The User Driven Revolution
  130. 130. Bring back that Lovin' Feelin'
  131. 131. A little bit of Magic!
  132. 132. Be prepared to answer the questions </li></ul>
  133. 133. Questions?
  134. 134. Want to know more? <ul><li>Twitter: </li><ul><li>@matnewman </li></ul><li>Linkedin: </li><ul><li>linkedin.com/in/matnewman </li></ul><li>Web: </li><ul><li>matnewman.com (blog)
  135. 135. isw.com.au (business) </li></ul></ul>
  136. 136. Legal Disclaimer © IBM Corporation 2011. All Rights Reserved. The information contained in this publication is provided for informational purposes only. While efforts were made to verify the completeness and accuracy of the information contained in this publication, it is provided AS IS without warranty of any kind, express or implied. In addition, this information is based on IBM’s current product plans and strategy, which are subject to change by IBM without notice. IBM shall not be responsible for any damages arising out of the use of, or otherwise related to, this publication or any other materials. Nothing contained in this publication is intended to, nor shall have the effect of, creating any warranties or representations from IBM or its suppliers or licensors, or altering the terms and conditions of the applicable license agreement governing the use of IBM software. References in this presentation to IBM products, programs, or services do not imply that they will be available in all countries in which IBM operates. Product release dates and/or capabilities referenced in this presentation may change at any time at IBM’s sole discretion based on market opportunities or other factors, and are not intended to be a commitment to future product or feature availability in any way. Nothing contained in these materials is intended to, nor shall have the effect of, stating or implying that any activities undertaken by you will result in any specific sales, revenue growth or other results. All customer examples described are presented as illustrations of how those customers have used IBM products and the results they may have achieved. Actual environmental costs and performance characteristics may vary by customer. IBM, the IBM logo, Lotus, Lotus Notes, Notes, Domino, Quickr, Sametime, WebSphere, UC2, PartnerWorld and Lotusphere are trademarks of International Business Machines Corporation in the United States, other countries, or both. Unyte is a trademark of WebDialogs, Inc., in the United States, other countries, or both.

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