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Herding CATS: Gaining user adoption with these 4 principles

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Communication, Adoption, Training, and Support. These 4 principles are critical in allowing your SharePoint platform to gain traction with your business. Regardless of if you’re using SharePoint On-Premises, Office 365, Azure, or some combination thereof – your business users need these things. This session will explore some of the key steps you can leverage to get your users what they need to be successful with SharePoint.

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Herding CATS: Gaining user adoption with these 4 principles

  1. 1. HERDING CATS! Gaining user adoption with these 4 principles Ryan Dennis | @SharePointRyan | sharepointryan.com
  2. 2. RYAN DENNIS Solution Architect at Blue Chip Consulting Group /in/SharePointRyan www.sharepointryan.com ryan@sharepointryan.com@SharePointRyan www.bluechip-llc.com FatherHusband Author GuitaristDrummer Cyclist Ryan at a glance Play and explore
  3. 3. AGENDA • Why CATS? • A case study on • Communication • Adoption • Training • Support • Bringing it all together • Q&A
  4. 4. WHY CATS? • CATS is a mnemonic device for Communication, Adoption, Training, and Support • These four principles are critical to proper adoption of any platform, especially one as complex and capable as SharePoint Mnemonic devices are techniques a person can use to help them improve their ability to remember something.
  5. 5. COMMUNICATION
  6. 6. COMMUNICATION PRINCIPLES EARLY • Engage users during planning processes • Leverage early adopters OFTEN • Provide consistent updates on process • Keep users updated with timeline & roadmap details HONEST • It’s okay to fail, but communicate the lessons learned from failure • Ask for feedback, do better next time
  7. 7. User Adoption Principles
  8. 8. ADOPTION PRINCIPLES TOP DOWN SUPPORT • Executives should evangelize and support programs & platforms • Demonstrate support from leadership level CHANGE CHAMPIONS • Find the cheerleader, ask them to help! • Offer gamification bonuses & incentives USER FRIENDLINESS • Think about the end user • Think about mobile
  9. 9. PROGRESSION OF ADOPTION Advocate/ Ownership Demonstrate commitment to the change initiative. Responsible and accountable for its success Shared Commitment Agree with the objectives of the project and express support for the change Shared Understanding Understand the project and how it will impact me Awareness Aware of project objectives, activities and timelines LevelofChangeEffort Time
  10. 10. BUSINESS DISCUSSION POINTS Low Impact/ High Effort Low Impact/ Low Effort High Impact/ High Effort High Impact/ Low Effort Proceed Investigate KillConsider
  11. 11. POTENTIAL STRATEGIES Sandbox Executive Sponsorship & Support Stop Doing, Start Doing Easy First Steps Ambassadorship Real-to-Life Scenarios Everything (X) Roadshow Bulk Loading Party Gamification / Rewards 1 2 3 4 5 6 7 8 9 10
  12. 12. SANDBOX • Providing access to a “testing only” system, where people can try out new collaboration tools or features • Grant access to “testing only” environment • Elicit feedback from User Community • Demonstrate upcoming functionality 1 2 3 4 5 6 7 8 9 10
  13. 13. EXECUTIVE SPONSORSHIP & SUPPORT • Where senior executives voice or demonstrate their support for the collaboration tool, in speeches or in actually using it themselves • Establish support from Executives & VPs • Evangelize through word and actions • Enforce through metrics • Lead by example, self-adoption 1 2 3 4 5 6 7 8 9 10
  14. 14. STOP DOING, START DOING • Identification of a particular process and how it is going to be done differently in the future, as a consequence of new tools • Provide Training Guides • Distribute Quick Start Guides • Establish Best Practices • “Stop doing X, start doing Y” 1 2 3 4 5 6 7 8 9 10
  15. 15. EASY FIRST STEPS • A series of simple first actions that someone can do within the new collaboration tool so as to get them using it for the first time • Provide User Guides • Foster 1st Time Usage and Orientation • Promote what is coming 1 2 3 4 5 6 7 8 9 10
  16. 16. AMBASSADORSHIP • Utilizing change champions to support and promote the new system with the community • Leverage stakeholders & usability studies • Promote through user quotes • Utilize • Pilot Group Members • Subject Matter Experts • Super Users • Collect Feedback 1 2 3 4 5 6 7 8 9 10
  17. 17. REAL-TO-LIFE SCENARIOS • Creating detailed descriptions of how the new tool can be used for a particular process or project • Create and disseminate videos detailing a day in the life… • Depict Processes / Projects • Detail Use Cases and Scenarios 1 2 3 4 5 6 7 8 9 10
  18. 18. EVERYTHING (X) • Creating a series of informational pages about the Intranet, service offerings, and key workforce information • Providing an information-based page • Addressing Frequently Asked Questions • Establishing the Brand • “Everything SharePoint” • “Everything Yammer” 1 2 3 4 5 6 7 8 9 10
  19. 19. ROADSHOW • Holding events at different areas to advocate the use of the new collaboration tool, show people how it could be used, and foster excitement • Throw promotional events • Set up a table at the office with information on SharePoint • Offer photo booth for ‘My Site’ avatar • Give away swag (promotional items) 1 2 3 4 5 6 7 8 9 10
  20. 20. BULK LOADING PARTY • Holding an event to migrate necessary data from the old system to the new collaboration tool • Migrate old to new • Promote team building • Stage a Blitz 1 2 3 4 5 6 7 8 9 10
  21. 21. GAMIFICATION / REWARDS • Promoting usage through providing achievement and distinction, which can be obtained through feedback or actions taken • Earn badges • Give away rewards • Recognize participation 1 2 3 4 5 6 7 8 9 10
  22. 22. Training
  23. 23. TRAINING APPROACHES FORMAL TRAINING •Classroom- based training •End User, Developer, Site Admin, SP Admin •Specific curriculum INFORMAL TRAINING • Videos or lunch and learns • Single topic / no curriculum • One-on-one help QUICK TIPS • User Guides • Short how-to guides • One page quick tip sheets • Other
  24. 24. Support
  25. 25. SUPPORT PRINCIPLES FORMAL SUPPORT • Help Desk supports SharePoint core system • Collaboration support team owns individual applications within SharePoint INFORMAL SUPPORT • SharePoint Communities • Yammer Groups • Etc. SELF SUSTAINMENT • By leveraging Social for support, an internal user group can form, eliminating service calls to help desk
  26. 26. BRINGING IT ALL TOGETHER Communication Adoption Training Support
  27. 27. CATS!
  28. 28. QUESTIONS OR OPEN DISCUSSION Q&A | Thoughts | Discussion
  29. 29. RYAN DENNIS Solution Architect at Blue Chip Consulting Group /in/SharePointRyan www.sharepointryan.com ryan@sharepointryan.com@SharePointRyan www.bluechip-llc.com FatherHusband Author GuitaristDrummer Cyclist Ryan at a glance Play and explore

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