1. Bringing the Users With You –
Adoption and Engagement
Presented by:
Robert Bogue
(317) 844-5310
Rob.Bogue@SharePointShepherd.com
http://www.SharePointShepherd.com
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Owner, Thor Projects LLC
Robert Bogue
• 12 Time Microsoft MVP
• Author of 25 books
• Editor of over 100 more books
• Architect
• Developer
• IT Professional
• End User Advocate
• Project Manager
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Portal Dream Team
Planning
The SharePoint Shepherd’s Guide for End Users
• Since 2008
• 116 Tasks – 181 tasks
• Available Forms
• Book
• Corporate Licenses
available for
deployment to your
intranet
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Portal Dream Team
Planning
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
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Portal Dream Team
Planning
Old Problems
• Lotus Notes doesn’t CAUSE
collaboration – it ENABLES it
• Technology isn’t the solution –
you still have to engage people
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Portal Dream Team
Planning
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
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Portal Dream Team
Planning
Executive Engagement
1. 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
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Portal Dream Team
Planning
Business Connection
• ROI – Return on Investment
• Long term success = business
impact
• The Intranet should have a
real, tangible, lasting impact
on the business
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Portal Dream Team
Planning
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
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Portal Dream Team
Planning
ROI Core Values
• Identify Business Problems
• Identify Solutions
• Calculate Benefits of
Solutions
• Calculate Costs of Solutions
• Benefits > Costs = Value
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Portal Dream Team
Planning
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
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Portal Dream Team
Planning
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
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Portal Dream Team
Planning
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
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Portal Dream Team
Planning
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?
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Portal Dream Team
Planning
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
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Portal Dream Team
Planning
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)
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Portal Dream Team
Planning
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
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Portal Dream Team
Planning
Creating Change
• Models of Change
• Stages of Change
• Kurt Lewin (Freezing)
• John Kotter’s 8 steps
• Motivation
• Autonomy
• Mastery
• Purpose
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Portal Dream Team
Planning
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
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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
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Planning
Radio - Motivation
• What is in it for me? (WIII FM)
• Describing the benefits to
individual users
• Difficult to find individual,
palpable meaning for
individuals
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Planning
To the Victor Go the Spoils
• The more you win…
• … the more resources you’re
given …
• … to reinvest and make a
better competitor
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Portal Dream Team
Planning
Tips for Getting Users in the Intranet
• Communicate via Email links in
SharePoint
• Make file shares read only
• Set web browser home page
to Intranet
• Make critical processes
Intranet only
• Expense reporting
• Vacation requests
• Vendor payment
Understanding Adoption and Engagement
Understanding and Creating Change
Understanding Motivation
Understanding Trust
Defining and Measuring the Goal
Barriers 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 minute
KEY: (Solution) Creation
Picture: 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 elephant
Tail – Rope
Leg – Pillar
Trunk – Tree Branch
Ear – Fan
Belly – Wall
Tusk – 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 Hylander vs Hylander 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 Tickets
Application Backlog
Plan for evangelism/launch activities
Posters / Emails / Communication
Training
Plan for post-launch activities
Users 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 around
There 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 jar
Set the default file save location
Set the Internet Explorer home page
“How can we make this the default behavior?”
Exam test taking – Anything above passing is wasted effort
Maximizers vs. Satisficers
CQI – Continuous Quality Improvement
References:
Switch – Chip Heath / Dan Heath
Happiness Hypothesis – Jonathan Haidt
Time: 0.5 Minutes
Note: Skipping Stages of Grief
Time: 1.5 minutes
From Tobacco cessation
Efficacy not certain
Time: 1.5 minutes
La VEEN
German-American Psychologist
Often we describe the environment we want – but really we need to be talking about the behaviors
Environment has a HUGE impact
References:
Blink – Malcolm Gladwell
Sources of Power – Gary Klein
Story: Popcorn Sales Communication
Plans…
Timeline
And it still didn’t work … we didn’t get the right behavior.
Time: 1.5 minutes
Professor @ Harvard Business School
Core of this course is mapping SharePoint adoption to his change model
Time: 2 minutes
Book Reference: Drive by Daniel Pink
Where does a requirement fit on here? In most cases it doesn’t…
Where does a requirement fit on here? In most cases it doesn’t…
Time: 1 minute
Truck 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 minute
Asymptote – approaching (but never reaching) a line
Time: 1 minute
Can be second chair… i.e. allowing someone else to reach their purpose
Supporting others is a noble purpose
Story: Ben Gibson
Teacher / Professor / Mentor
Wanted to help others reach their potential
Intranet/Bad Expectations -- Bad expectations for the Intranet run the gamut, however, they seem to focus around flexibility that SharePoint "should" have but does not. Care should be taken when working on projects that assumptions are not made about what SharePoint can and can not do.
Document Management/Bad Expectations -- The biggest challenges with expectations on document management focused solutions is that SharePoint will work like a large scale document management system with separate indexing or that that SharePoint will enforce a fixed process regarding check in/check out.
Collaboration/Bad Expectations -- The primary bad expectation here is that SharePoint will cause collaboration. SharePoint facilitates collaboration. It will not cause an organization to start collaborating if the culture doesn't support it.
Mini-App/Bad Expectations -- The primary issue with expectations and mini-applications is that features will be expected out of SharePoint which don't work the way expected and the resulting application will have less functionality than needed.
App/Bad Expectations -- Because applications have larger budgets, coding resources, and time, they can more easily recover from bad expectations. This doesn’t mean that the same pressures don't exist just that the size and scale make the issue less critical.
Mini-App/Poor Terms Definition -- The requirements (investigation) process that happens as a part of these projects will sometimes clarify project level definitions for terms. That help to reduce the potential impact of the issue.
Internet/Poor Understanding -- The greatest issues related to poor understanding and the Internet is how SharePoint processes requests and how it will fit into the environment. While SharePoint is capable of being used in Internet applications, it's not designed for this purpose. It will exhibit limitations when used in the anonymous authentication environment of the Internet.
Extranet/Poor Understanding -- Extranet implementations suffer from the same need to understand how SharePoint processes requests but brings additional complexity in terms of correctly implementing instant messaging in a cross-organizational configuration. This is particularly important because SharePoint utilizes a client-based model for seeing availability and status.
Document management/Poor Understanding -- SharePoint approaches document management very differently than traditional document management systems which have separate index fields that must be keyed in. SharePoint also does not enforce a hard rule about checking out documents as most other document management systems do. SharePoint doesn't do document management like other systems do document management.. Failing to realize this can be the death knell for a document management based SharePoint solution.
Extranet/No Compelling Reason -- Extranets often use as their selling point the idea of "self service." This is an appealing idea for the business offering the service, however, it may or may not be appealing to the customer. It's important to ensure that your users wants to service themselves. Ask yourself the question, "What value will self-service bring the customers?"
Extranet/No Value Proposition -- It's possible to not offer a value proposition to your customers. It's less likely that this will occur since they were likely intimately involved in telling you what value they wanted.
Intranet/No Value Proposition -- Intranets can wither if there's not enough incentive for people to add new content – and for people to use the Intranet to find information rather than asking other people.
Collaboration/No Value Proposition -- There's a potential impact of no value proposition on collaborative implementations. However, collaborative projects tend to focus around things with inherent value. Because things are so valuable that a group of people has been dedicated to producing the artifacts, it's unlikely that there will be no value proposition.
Document Management/No Launch -- Because document management systems largely need the authors of the documents to know where to put them immediately and a way for users to find the documents later it's not essential that there's a launch to a broad audience. As long as the authors know where to put content and the readers can find a link to there, your document management initiatives will likely be successful.
Intranet/Poor Adoption -- For Intranet projects adoption is key. Helping everyone in the organization feel positive about the Intranet, and understanding that it offers true value to the organization is critical to the long term success of the project.
Project Management/Poor Adoptions -- For project management to work, everyone must participate. While project management implementations of SharePoint are not more susceptible than other types of implementations, it is critical that adoption be complete. If everyone doesn’t participate the SharePoint-based project management site will suffer.
Time: 2 minutes
Diffusion of Innovations – Everett Rogers Relative advantage is measured in the eyes of the beholder… i.e. what’s the relative advantage of a Rolex? Status
Time: 1 minute
People are not machines or interchangeable parts (Fred Brooks – The Mythical Man Month)
Story: Conference Call Numbers
Unlimited long distance
Calling the toll-free number vs. the toll/long distance number
There’s no WIII FM w/ dialing the toll/long distance number
