11
Leading Your SharePoint Customers
To Water… *and* Teaching Them
How To Drink
Thomas Duff (aka “Duffbert”)
October 24th, 2015
SharePoint Saturday Redmond

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SPS Redmond
October 24th, 2015
Who Am I?
35+ years in IT, 20 years working with
collaborative application development
Works for a large health insurance
company with locations in Oregon,
Idaho, Washington and Utah
Specialize in SharePoint
development and business analysis
Speaker, writer, blogger Thomas Duff (aka “Duffbert”)

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SPS Redmond
October 24th, 2015
What We’ll Cover
Where We
Started
Internal
SharePoint
User
Group
meetings
Spark
University
Spark
Connect
SparkOne
What’s
Next

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SPS Redmond
October 24th, 2015
Pretty much anyone who works
with SharePoint and deals with a
customer base that never stops
asking this basic question…
“How do I learn SharePoint?
I need help!”
Who Is The Audience?

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SPS Redmond
October 24th, 2015
Where We Started
Lotus Notes
• Notes shop since early 90s
SharePoint
• Migrated from Notes to Exchange
in 2009
• SharePoint installed as our
company intranet

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SPS Redmond
October 24th, 2015
Branding
WE CALL IT…
Call it anything but SharePoint

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SPS Redmond
October 24th, 2015
Spark and Governance
•Navigation aligned with divisions/departments
•Communications owned Spark and managed the
site owners
•We had the makings of a governance group
•Organizational Development provided training for
SharePoint
Life was relatively good…

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SPS Redmond
October 24th, 2015
Things Begin to Change
•Site owners changed jobs, left the company, or
handed over responsibilities to others
•Budgets and reorganizations changed.
Organizational Development… no more training
•Communications had cutbacks
•Governance started to fade into the
background… important but not urgent
(More on governance later…)
But nothing lasts forever...

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SPS Redmond
October 24th, 2015
Meanwhile, Back On The SharePoint Team
•Desperately trying to keep the platform up and
running
•Team of 4 people for 7,000 SharePoint users
•No one has time for end user training or budget
•Productivity Hub… not so hot
Thus, the age-old question…

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SPS Redmond
October 24th, 2015
“How do I learn SharePoint? I need help!”

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SPS Redmond
October 24th, 2015
A Significant Leadership Change in 2013
Sandra Mahan
Move from HR Power User to SharePoint
Team Lead
Excellent reputation in the business
area
Great customer service skills and the
ability to train others
Our team finally started to gel, and we
started looking at important things… like
training our customers!

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SPS Redmond
October 24th, 2015
Internal SharePoint User Group Meetings
•Once a month
•Lync dial-in meeting
•200 on DL list, ~75 on each call
Agenda
• Strategic Communications Updates
• SharePoint team Updates
• 20-40 minute presentation on a SharePoint topic…
lists, views, forms, workflows, etc.
One of us presents, the other monitors the chat window for
questions/comments

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SPS Redmond
October 24th, 2015
Internal SharePoint User Group Meetings
The presentation part is recorded and stored on our SPUG
team site, as are the slides and notes

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SPS Redmond
October 24th, 2015
Why Does This Work?
•We’ve made it a priority
•We keep things lively and humorous
•We’re able to play off of each other in terms of
leading questions or letting the other person
interject points
•The SharePoint team becomes more accessible
and gives us a “face” to the business
•It’s OK to say “we don’t know… we’ll get back to
you”
•Also a great way to tell others about things like
SPS, SPBiz, and other free training opportunities

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SPS Redmond
October 24th, 2015
But Wait… There’s More!
•The User Group was our primary mode of
“training” others (aside from one-on-one calls
with business customers)
•While it is effective, it doesn’t address the “I need
help now on topic X” need
•2-4 SharePoint support people don’t scale well to
5000+ employees
We still heard a lot of…
“How do I learn SharePoint? I need help!”

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SPS Redmond
October 24th, 2015
Cocktails
Because no good story ever
started with eating a salad…

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SPS Redmond
October 24th, 2015
Airplanes
(and cocktails)
Because there’s nothing
else to do for hours
except to think…

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SPS Redmond
October 24th, 2015
“I have a great idea I need to tell you
before I forget it!”

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SPS Redmond
October 24th, 2015
Spark University Evolution
•Let’s create our own training videos…
•An hour video for users, and an hour video for
site owners!
•An hour is too long… let’s do six to eight videos
that run 15 to 20 minutes long!
•That’s too long… Let’s do videos that are three to
seven minutes, focused on a specific topic or
feature!
Any questions we get can become a Spark
University video!

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October 24th, 2015
Spark University

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SPS Redmond
October 24th, 2015
Spark University
•The main appeal – videos
•Glossary of terms
•Guided Learning Paths
•Links to suggest new videos and glossary terms
•Book downloads

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SPS Redmond
October 24th, 2015
Spark University
•Use SnagIt to record the video
•Branded lead-in header and exit trailer
•Even got a “professional voice” for them

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October 24th, 2015
Video Views and Categorization

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SPS Redmond
October 24th, 2015
Video Views and Categorization

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October 24th, 2015
Glossary of Terms

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October 24th, 2015
Guided Learning Paths

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October 24th, 2015
Book Library

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October 24th, 2015
Tips and Tricks

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SPS Redmond
October 24th, 2015
Spark University
•Results – VERY well received by staff and
management
•Some people are in the habit of checking SparkU
first before calling us
•Our help desk will often create Knowledgebase
entries in Remedy and link to our videos

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SPS Redmond
October 24th, 2015
Spark Connect
Conferences and Hotel Pubs
Because great ideas show up when you’re having fun!

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SPS Redmond
October 24th, 2015
Spark Connect
•“Open Office Hour”
•Lync call-in meeting every two weeks
•25 – 35 people attend
•No agenda, no restrictions… you ask, we help.
When people call us for help, we try to get them to
wait until Spark Connect if we can.

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SPS Redmond
October 24th, 2015
Spark Connect
•Send reminders for every meeting
•Come prepared with a few “pre-canned” topics in
case everyone is in a “listen-only” mode
•We use the Lync chat windows to queue up
questions, but people can speak up too
•The interaction between Sandra and I, as well as
us and the attendees is critical here
•Our “no live demos” motto goes by the wayside
here… and yes, things fail and we screw up!

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SPS Redmond
October 24th, 2015
Spark Connect Page

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SPS Redmond
October 24th, 2015
Because I did do some cool things in Notes!

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SPS Redmond
October 24th, 2015
What is it?
•Tips and tricks for SharePoint, Outlook, and
Office products
•Target publishing twice a week
•Uses the SharePoint blog template, and we
publish via OneNote & Word
•The goal is to provide a tip or trick that someone
can read and try out in a minute or less…
•Currently we have over 500 people signed up to
receive the newsletter

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SPS Redmond
October 24th, 2015
SparkOne Kudos
Great tip!! Thank you!
Love your tips!

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October 24th, 2015
Post to Blog from Word

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October 24th, 2015
Build content in OneNote, then “Send to Blog”

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SPS Redmond
October 24th, 2015
Launches Word and you can set categories and publish

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October 24th, 2015
Appearance in SharePoint for the SparkOne blog site.

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SPS Redmond
October 24th, 2015
SharePoint Designer workflow
sends out the tip to everyone on
the SparkOne distribution list

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October 24th, 2015

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SPS Redmond
October 24th, 2015
Clean Up
•“Biggest Loser” contest
•Goal was to get people to remove
obsolete and outdated information
and sites
•Fits into our governance plans
•Makes search more relevant (remove clutter)
•Improves migration in 2016
•We plan on running this again at the end of this
year, possibly with a “Hoarders” theme

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SPS Redmond
October 24th, 2015
What’s Next?
•Improve our governance
Definitely…
•Discussion Forum?
Probably not…
•Yammer Groups?
Possibly…

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SPS Redmond
October 24th, 2015
Summing it up…
• Training your customer base is important, but
there’s no “one size fits all”
• It’s possible to put together customer training
that doesn’t require a full-time commitment
• You can also have a lot of fun with it – for Sandra
and I, it’s the excitement and joy of sharing what
we know with others?
What do *you* do for training, or has this
inspired any ideas for your efforts?

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SPS Redmond
October 24th, 2015
Components
• Record Trainings
• News Forum
User Group
Meeting
• Use Send to Blog feature
• Includes all MS Office apps
Quick Tips
Email
• Drive and remind people
• Completely open, no structure
Open Office
Hour
• Glossary, book library, meeting
recordings, training videos…
SharePoint
Learning Hub

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SPS Redmond
October 24th, 2015
Feel Free to Say Hi!
Thanks for your time!
duffbert@gmail.com
@duffbert
SharePointDuffbert.com