Are you always talking to the same people about the intranet or digital workplace? Like Communications and HR and a few others? I would like to share how we make contact with other employees than those "usual suspects". I work as Adoption Consultant for AkzoNobel. I am a blogger and collector of intranet videos and I have won the IntranetNow Diamond Award in 2017. AkzoNobel is a global producer and marketeer of paints and coatings, for consumers and industry. You may know our brand Dulux.
Recently we introduced a new intranet/digitalworkplace. We went from our own servers to the cloud, we went from free-to-do-what-you-want to strict governance, security and architecture and have lots of do’s and don’t’s from our new landlord Microsoft. Example: people can no longer create their own sites, and all sites have a number instead of a name. Additionally, we went from being one large company to two companies and we reorganized as well.
Our old intranet, OneWeb.
And our new one, Connect.
We had a number of challenges reaching people for the above reasons. Our circle was rather small and we kept talking to the usual suspects. We lost a number of those people. In general, people did not really read their communications about the new intranet, and although we provided training and learning sessions upfront, people only learn when they have to. So when we introduced our new intranet it was not really a surprise what happened.
The result, despite lots of communications and training, was Chaos. People had completely lost their way, did not know how to navigate, manage their site, find content etc.
Enter the Adoption Consultant, who helps people understand what the digital workplace is, how to use it as good as possible, with the ultimate goal that people feel comfortable and like their DW.
From the top: The UX managers runs a monthly survey under 1/12 of the employees. We get additional info from Yammer conversations, Microsoft usage data, from local focal points etc. For instance: “I can not find information”. The UX manager turns this into insights. E.g.: “People being unable to find information is one of our top 3 complaints”. 3. The Adoption Consultant determines the necessary actions. This involves some research, as “unable to find information” can have various causes. But also when a new functionality is introduced, the Adoption Consultant determines the way to go. This can be doing a training, creating help materials, roadshow, a campaign, working with local IT, etc. 4. This is brought into the organization and then comes back into the user feedback. The goal is that the feedback will then improve.
We have given DW roadshows across the world. They allow us to talk to different people. We have started to talk to people who reported problems with finding information to understand what they mean exactly. This is also a different population. A campaign on this topic is in the making. Yammer has become established as a company-wide discussion place. We have a consistent way and various channels to communicate about new functionality for the majority of the organization. And work with local focal points to help with local adoption.
We also talked to new people in Roadshows and interviews and they gave us new insights. As we have started in July we do not have clear results yet from the survey.
Reaching beyond the usual suspects — Ellen van Aken
AKZONOBELELLEN VAN AKEN
WHAT STARTED ALL THIS?
SP 2007 SP Online
• Small active group on Yammer
• Small circle of active content owners
• Many left / changed roles during reorganisations
• People do not see / read communications
• You only learn when you need to
NEW: ADOPTION CONSULTANT
Help users to
The Digital Workplace (Office 365 +)
THE ADOPTION CYCLE
ACTIONS SO FAR
• DW Roadshows
• Campaign “Finding information”
• Using Digital Workplace Group on Yammer
as THE place for discussion
• Consistent communication from projects
• Working with local focal points
• Met new users through roadshows
• Got new insights from interviews with new users
• No changes in user survey results…yet