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Leading Your SharePoint Customers To Water... *and* Teaching Them How To Drink

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This was my presentation for SharePoint Saturday Portlandia - November 14th, 2015

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Leading Your SharePoint Customers To Water... *and* Teaching Them How To Drink

  1. 1. 11 Leading Your SharePoint Customers To Water… *and* Teaching Them How To Drink Thomas Duff (aka “Duffbert”) November 14th, 2015 SharePoint Saturday Portland
  2. 2. 2 SPS Portland November 14th, 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”)
  3. 3. 3 SPS Portland November 14th, 2015 What We’ll Cover Where We Started Internal SharePoint User Group meetings Spark University Spark Connect SparkOne What’s Next
  4. 4. 4 SPS Portland November 14th, 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?
  5. 5. 5 SPS Portland November 14th, 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
  6. 6. 6 SPS Portland November 14th, 2015 Branding WE CALL IT… Call it anything but SharePoint
  7. 7. 7 SPS Portland November 14th, 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…
  8. 8. 8 SPS Portland November 14th, 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...
  9. 9. 9 SPS Portland November 14th, 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…
  10. 10. 10 SPS Portland November 14th, 2015 “How do I learn SharePoint? I need help!”
  11. 11. 11 SPS Portland November 14th, 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!
  12. 12. 12 SPS Portland November 14th, 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
  13. 13. 13 SPS Portland November 14th, 2015 Internal SharePoint User Group Meetings The presentation part is recorded and stored on our SPUG team site, as are the slides and notes
  14. 14. 14 SPS Portland November 14th, 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
  15. 15. 15 SPS Portland November 14th, 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!”
  16. 16. 16 SPS Portland November 14th, 2015 Cocktails Because no good story ever started with eating a salad…
  17. 17. 17 SPS Portland November 14th, 2015 Airplanes (and cocktails) Because there’s nothing else to do for hours except to think…
  18. 18. 18 SPS Portland November 14th, 2015 “I have a great idea I need to tell you before I forget it!”
  19. 19. 19 SPS Portland November 14th, 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!
  20. 20. 20 SPS Portland November 14th, 2015 Spark University
  21. 21. 21 SPS Portland November 14th, 2015 Spark University •The main appeal – videos •Glossary of terms •Guided Learning Paths •Links to suggest new videos and glossary terms •Book downloads
  22. 22. 22 SPS Portland November 14th, 2015 Spark University •Use SnagIt to record the video •Branded lead-in header and exit trailer •Even got a “professional voice” for them
  23. 23. 23 SPS Portland November 14th, 2015 Video Views and Categorization
  24. 24. 24 SPS Portland November 14th, 2015 Video Views and Categorization
  25. 25. 25 SPS Portland November 14th, 2015 Glossary of Terms
  26. 26. 26 SPS Portland November 14th, 2015 Guided Learning Paths
  27. 27. 27 SPS Portland November 14th, 2015 Book Library
  28. 28. 28 SPS Portland November 14th, 2015 Tips and Tricks
  29. 29. 29 SPS Portland November 14th, 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
  30. 30. 30 SPS Portland November 14th, 2015 Spark Connect Conferences and Hotel Pubs Because great ideas show up when you’re having fun!
  31. 31. 31 SPS Portland November 14th, 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.
  32. 32. 32 SPS Portland November 14th, 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!
  33. 33. 33 SPS Portland November 14th, 2015 Spark Connect Page
  34. 34. 34 SPS Portland November 14th, 2015 Because I did do some cool things in Notes!
  35. 35. 35 SPS Portland November 14th, 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
  36. 36. 36 SPS Portland November 14th, 2015 SparkOne Kudos Great tip!! Thank you! Love your tips!
  37. 37. 37 SPS Portland November 14th, 2015 Post to Blog from Word
  38. 38. 38 SPS Portland November 14th, 2015 Build content in OneNote, then “Send to Blog”
  39. 39. 39 SPS Portland November 14th, 2015 Launches Word and you can set categories and publish
  40. 40. 40 SPS Portland November 14th, 2015 Appearance in SharePoint for the SparkOne blog site.
  41. 41. 41 SPS Portland November 14th, 2015 SharePoint Designer workflow sends out the tip to everyone on the SparkOne distribution list
  42. 42. 42 SPS Portland November 14th, 2015
  43. 43. 43 SPS Portland November 14th, 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’re in the midst of our holiday edition of this contest, due to end mid-December
  44. 44. 44 SPS Portland November 14th, 2015 What’s Next? •Improve our governance Definitely… •Discussion Forum? Probably not… •Yammer Groups? Possibly…
  45. 45. 45 SPS Portland November 14th, 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?
  46. 46. 46 SPS Portland November 14th, 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
  47. 47. 47 SPS Portland November 14th, 2015 Feel Free to Say Hi! Thanks for your time! duffbert@gmail.com @duffbert SharePointDuffbert.com

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