Webinar presented by Asif Rehmani, SharePoint MVP, MCT. Video available: http://youtu.be/8rfPzILU3w8 Wouldn’t you love to provide users the support they need when and where they need it? Stop the repetitive explanations by giving users the Help they need in-context and on-demand. We’ll talk about the strategies needed to cut down on the support phone calls and emails freeing you to really build powerful solutions on SharePoint instead of just being the SharePoint help desk. We also talk about VisualSP Help System - in-context and on-demand support for end users provided through the ribbon. Find out what it can do for You! (http://www.visualsp.com) Empower end users by providing in-context, on-demand help right from the SharePoint ribbon! Cut down on support requests and find more time to create powerful SharePoint solutions (rather than just responding to support calls)

1. Conquer the chaos of
SharePoint end user
support
Asif Rehmani
SharePoint MVP and MCT
@asifrehmani
SharePoint-Videos.com

2. A quick story about technology adoption
The story of a beautiful looking Intranet that
didn’t provide users what they needed most

3. We built it, but not many came 

4. Target audience for this session:
Intranet/Web Content Manager
Communications Specialist
Portal Solutions Manager
SharePoint Guy/Gal

5. This webinar will cover:
Current end user support challenges
Strategies to overcome those challenges
How VisualSPTM Help system helps automate end user support
Ideas for what to do with your time when end users don't need you for SharePoint
support
Raffle at end – 1 year access to SharePoint-Videos.com

6. TM
VisualSP
in-context and on-demand
Help for SharePoint users
Context sensitive Help items:
•
Videos
•
Images/Screenshots
•
Documents
•
Links

7. Poll: What SharePoint version are you on?
(or navigating towards)
Earlier
2007
2010
2013

8. „End Users‟ – according to webopedia
"The final or ultimate user of a computer system. The end user is the
individual who uses the product after it has been fully developed and
marketed… users who require a bug-free and finished product… The
term end user usually implies an individual with a relatively low level
of computer expertise…"

9. Current SharePoint end user
support and software adoption
challenges

10. Support person point of view
1. Users ask the same question again and again
2. I don’t have enough hours in the day to support users and do my
‘real’ job
3. People keep going back to the old way of doing things and not
using and adopting our Awesome Intranet the right way
Audience: You guys have anymore you want to share?

11. SharePoint Intranet Designs
Source:
http://www.steptwo.com.au/columntwo/make-sharepoint-intranets-beautiful/

12. Here is the quick solution to End User
Adoption:

13. End User point of view
1. I like the way we are currently doing things. Why change it?
2. I don’t want to learn a new technology/software
What they are Really saying is:
WIIFM - What’s In It For Me?

14. End User Training and
Support
“If you build it, they will come” is sadly not true for SharePoint

15. Empathy for end users is the key!
What’s in it for them? Why should they care?
Understand before being understood
Seemingly simple things to You might not be as simple to Them

16. What users experience when they come
across something they don‟t understand in
SharePoint
Example
Seeing that a document is checked out in a document library. This
person wanted to edit this document.
Steps they take:
1) Look around on the page for any info on what that means and what
they can do
2) Ask someone nearby
3) Email or call help desk

17. Sequence of 'training' end users
1. Communicate business goals – weeks or months in advance
2. Clarify how the changes apply to their role
3. Train on software/technology

18. Cost of “training” users the traditional way
Approx. $115 / user (not counting the time off from work)
for an average 2 day training
Size of Organization
Total cost of 2 day training for
end users
500
$57,500
1,000
$115,000
2,000
$230,000
5,000
$575,000
10,000
$1,150,000

19. After two days of training, people
remember
A Bold statement coming up…
10% of what they read
20% of what they hear
30% of what they see
Copyright 1999 Open-Book Management Inc.
A thorough end users Training on SharePoint is a waste
of time - Theirs and Yours
Instead…
• Provide kick off/intro training, then frequent awareness sessions in
form of lunch and learns
• Provide on-demand quick help - tip sheets, video tutorials and
reference documents when users need them
• Provide a reference Knowledge Portal – online or on-premise

20. TM
VisualSP
On-premise solution:
http://www.visualsp.com
SharePoint online (Office 365) solution
In-Context and On-Demand Help for SharePoint users

21. TM
VisualSP
In-context support provided
through a Help tab in the Ribbon
All content and categories are
configurable
Ability to expose your own
training material
We provide the following content out-of-the-box:
 105 End User videos
 Reference help documents and screenshots

22. VisualSPTM
Supports multiple media formats
Media types supported:
•
•
•
•
Video
Images
Documents
Links

23. VisualSPTM
Help content displays in the same
window
Video
tutorials, documents and
screenshots all display in
the type of pop-up
window used throughout
SharePoint

24. VisualSPTM
Supplement with your own content on the
Help tab
Put your own content on
the Help tab.

25. VisualSPTM
Provides security trimming for Help items
Ability to specify
SharePoint user
permission needed to
see a particular help item

26. VisualSPTM
Show the Help items at any page
Target the Help item for
various scopes.
Example
The video checking out a
document can be set to
appear in the Help tab
for document library and
for web pages

27. TM
VisualSP
Show Help items on body of page
VisualSPTM web part lets
you show Help content
on the page

28. TM
VisualSP
Control the Help items at any scope
Help items can be
configured or inherited at
various levels:
• Farm
• Web Application
• Site Collection

29. TM
VisualSP
Support for foreign languages
Support for French and
Spanish provided built-in.
Can be extended to
provide support for any
other language.

30. TM
VisualSP
Help for other SharePoint products
Supports providing help
for Nintex® Workflows –
2010 and 2013

31. Video showcase of VisualSPTM
capabilities
Lots of usage scenarios demonstrated in the video showcase:
http://sharepoint-videos.com/products/visualsp/visualsp-videoshowcase/

32. Demo of
TM
VisualSP

33. Ideas on how to spend your
freed up SharePoint time

34. What can SharePoint do?
Collaboration
Document management
Internal Social Network
Forms
Process Automation (Workflows)
Business Intelligence
Reporting
Search
Metadata Management
…
Super secret
The next version will even make
coffee!

35. Implement Quick Wins
Identify pain points and focus in on them

36. What can SharePoint do for your
business?
Human resource on-boarding process
Vacation scheduling system
Vendor management portal
Employee training scheduling and materials
Business performance reporting
Company knowledge base
Help desk portal
Inventory tracking
…

37. Customize sites using SharePoint
Designer
Workflows
Conditional Formatting

38. Create powerful views using Excel
Use PowerView to better visualize and present your data dashboard

39. Create web applications using Access
Build Access web apps and launch to SharePoint Online

40. Use Geolocation column for live mapping
Show maps directly within lists and libraries

41. Show pre-configured data on pages
using Search web parts
Live pre-defined search results on web pages

42. How do I practice my ideas and
concepts?
Watch free videos at:
http://sharepoint-videos.com/video-categories/allfree-videos/
Get a free CloudShare environment for 14 days to play
around with:
http://tinyurl.com/asifcloudshare
42

43. Multi-User access to All videos on
SharePoint-Videos.com
• Hundreds of no-code video tutorials
• Fully narrated by SharePoint experts
SharePoint topics covered
End User
SharePoint Site Administration
InfoPath
SharePoint Designer
Workflows
Branding
Project management
Metadata Management
Access and Access Services
Records Management
Business Connectivity Services
Search
Reporting
JavaScript customizations

44. Call to Action
@asifrehmani
SharePoint-Videos.com
Empathize with the end user
Provide end users the Help they need when they need it
Enjoy building awesome no-code solutions on SharePoint
Thank You!
TM
VisualSP