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SharePoint Saturday Philadelphia
       February 4, 2012
Thank you to Sponsors!




Copyright 2011 © Knowledge Management Associates, LLC. All rights reserved .
About KMA

Since 1995…

Three Themes
   Collaboration, Insight, Productivity


Two principal lines of business
   Professional Services
          SharePoint Consulting and Application
          Development
   Software Product
          Mekko Graphics advanced charting software


One Technology Stack
   Pure-play Microsoft Partner




                     Copyright 2011 © Knowledge Management Associates, LLC. All rights reserved .
Mike Gilronan

                                     • Partner at KMA, joined in 2006
                                     • 20+ years consulting and
                                       professional services experience
                                        • ERP and CRM
                                        • Collaboration and KM
                                        • Business Analysis, Training,
                                            Project and Practice
                                            Management
                                     • Active in KM, Microsoft, and
                                       SharePoint communities
                                     • Business user point of view
                                     • Bats right, throws right




Copyright 2011 © Knowledge Management Associates, LLC. All rights reserved .
No, really…




Copyright 2011 © Knowledge Management Associates, LLC. All rights reserved .
Today’s Session, in detail

•   Hallmarks of good adoption
•   Roadblocks or symptoms of bad adoption
•   Ten tools and techniques
•   Three worst practices
•   Q&A, Resources, Closing




           Copyright 2011 © Knowledge Management Associates, LLC. All rights reserved .
Roles

Technical Stakeholder            Business Stakeholder –                 Business Stakeholder –
                                 First Wave                             Second Wave
“Push” with some “pull”          “Pull” with some “push”                Receiving end
Wants and Needs:                 Wants and Needs:                       Wants and Needs:
    Performance                         Economic Justification                Minimum Disruption
    Security                            Network Effect                        Cost/Benefit Lens
    Compliance                          “My Solution”                         Change Averse
                                        becomes “Our
                                        Solution”
Adoption = Business Users’       Adoption = What if I lead,             Adoption = Cost/benefit
problem – I just do the          and no one follows?                    equation
plumbing




                 Copyright 2011 © Knowledge Management Associates, LLC. All rights reserved .
Welcome to SharePoint




Copyright 2011 © Knowledge Management Associates, LLC. All rights reserved .
Enablers/Indicators

Long uptimes
Low numbers of
complaints and help desk
tickets
Speed to market
Integration with “sacred”
processes
Measurable ROI
Competitive wins



         Copyright 2011 © Knowledge Management Associates, LLC. All rights reserved .
Roadblocks to Adoption

• Speed to market
• Over-governance
• Maintenance
• No/bad sponsorship
• Redundancy of content
• "Field of dreams"
  mentality
• No place to play


         Copyright 2011 © Knowledge Management Associates, LLC. All rights reserved .
Adoption tools and techniques




         Copyright 2011 © Knowledge Management Associates, LLC. All rights reserved .
Unique applications and solutions




Copyright 2011 © Knowledge Management Associates, LLC. All rights reserved .
Unique applications and solutions


•   Lunch/Catering Application
•   Dynamic, Targeted Content on Home Page
•   Birthday List
•   Today @ACME / Meeting Room Central




            Copyright 2011 © Knowledge Management Associates, LLC. All rights reserved .
Training

     • Lunch and Learn
• Formal Training
   – Internal
   – External site
• Product vs Solution




          Copyright 2011 © Knowledge Management Associates, LLC. All rights reserved .
Marketing

• Branding/Naming
   – First rule of
     SharePoint…
      • Nebula
      • Cramerville
      • Shmoogle
      • BaseCamp
      • The Source
• Segmentation (by
  constituency)
                                                        Fight Club poster ©EnderTheThird at DeviantArt




          Copyright 2011 © Knowledge Management Associates, LLC. All rights reserved .
Know Your Audience


• Multigenerational

• Multinational

• Multi-platform




          Copyright 2011 © Knowledge Management Associates, LLC. All rights reserved .
Assessment

• Survey
• Administrative Tools
• Feedback mechanism
  prominent on the front
  page
• Visible and available
  super-users or support
  staff


          Copyright 2011 © Knowledge Management Associates, LLC. All rights reserved .
Project Design

• Departmental Approach
• Steering Committee
  (Cross-Functional)
• Move Fast
   – Quick early successes
     count more
   – Drive fast, take
     chances!


          Copyright 2011 © Knowledge Management Associates, LLC. All rights reserved .
Support

• SharePoint for SharePoint
• Prepare Support Teams
• Self Service
  Support/Communities
• Team Leaders
  Support/Decentralized
• Tech Sheets – Quick one-
  page tips or FAQs


          Copyright 2011 © Knowledge Management Associates, LLC. All rights reserved .
Launch Events
• “Big event”

• Gift bags/materials

• Resources: “I Use SharePoint”

• Gamification




                                                     Photo credit: NASA GRIN Image # : 69PC-0447



                Copyright 2011 © Knowledge Management Associates, LLC. All rights reserved .
Contextual/Culturally-Based Motivations:


Theory X                                            Theory Y
• Home Page Lockin                                  • SLAs
• Mandates                                          • Chargeback incentives
• “Burn the Boats”                                  • Viral Communications
                                                    • Social Communities
                                                    • Badges




         Copyright 2011 © Knowledge Management Associates, LLC. All rights reserved .
“Accessory After the Fact”

• 5 things to do after 3
  months in production
   – Usage/Search logs
   – MySite self-population
   – Content growth trends
   – Repeat rollout training
   – Re-evaluate roadmap




           Copyright 2011 © Knowledge Management Associates, LLC. All rights reserved .
Worst Practices!

Three things to never
do/allow in your
SharePoint deployment

Aka

“How to squash adoption
in three easy steps”



         Copyright 2011 © Knowledge Management Associates, LLC. All rights reserved .
Import file shares as-is
Introduce hundreds of content types
Communication plan? Outlook!
Worst Practices – Technical “Lagniappe”
Resources - General

•   From Microsoft:
     – SharePoint Adoption tools:
       http://sharepoint.microsoft.com/iusesharepoint/landing.aspx


•   From Others
     – Susan Hanley (susanhanley.com) – consistently great content on this topic
     – Michael Sampson’s phenomenal books on the topic: michaelsampson.net
     – Paul Culmsee’s brilliant work at cleverworkarounds.com
     – Sadie Van Buren’s SharePoint Maturity Model (spmaturity.com) – great tool for
       benchmarking
     – Christian Buckley – “Where Do You Begin With SharePoint?” (buckleyplanet.com)


•   From KMA (www.kma-llc.net)
     – Blogs, presentations, news, and events
     – Monthly webinars


                  Copyright 2011 © Knowledge Management Associates, LLC. All rights reserved .
• Questions?
• Evaluations
• Contact

       Copyright 2011 © Knowledge Management Associates, LLC. All rights reserved .
Thank you!




E-mail:                     mgilronan@kma-llc.net
Blog:                       http://kmamikegil-blog.kma-llc.net/
Twitter:                    @mikegil
LinkedIn:                   http://www.linkedin.com/in/mikegil




            Copyright 2011 © Knowledge Management Associates, LLC. All rights reserved .
SharePoint Community in Philadelphia

•   Tri-State SharePoint Users Group
     – SharePoint (2010 & 2007)
           • Administrators
           • Developers
           • IT Pros
     – Keynote and related Hands-on Lab each meeting
     – “On SharePoint Development”
           • Our lecture series on general SharePoint Development topics and how to
              improve those skills
     – Meetings: 2nd Tuesday of the month, 5:30pm – 9:00pm, Microsoft Malvern
         MTC
•   Website: www.TriStateSharePoint.org
•   Email: info@tristatesharepoint.org
•   Twitter: @tristateSP




                Copyright 2011 © Knowledge Management Associates, LLC. All rights reserved .
Thank you to Sponsors!




Copyright 2011 © Knowledge Management Associates, LLC. All rights reserved .

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A Decade of SharePoint Adoption Best Practices

  • 2. Thank you to Sponsors! Copyright 2011 © Knowledge Management Associates, LLC. All rights reserved .
  • 3. About KMA Since 1995… Three Themes Collaboration, Insight, Productivity Two principal lines of business Professional Services SharePoint Consulting and Application Development Software Product Mekko Graphics advanced charting software One Technology Stack Pure-play Microsoft Partner Copyright 2011 © Knowledge Management Associates, LLC. All rights reserved .
  • 4. Mike Gilronan • Partner at KMA, joined in 2006 • 20+ years consulting and professional services experience • ERP and CRM • Collaboration and KM • Business Analysis, Training, Project and Practice Management • Active in KM, Microsoft, and SharePoint communities • Business user point of view • Bats right, throws right Copyright 2011 © Knowledge Management Associates, LLC. All rights reserved .
  • 5. No, really… Copyright 2011 © Knowledge Management Associates, LLC. All rights reserved .
  • 6. Today’s Session, in detail • Hallmarks of good adoption • Roadblocks or symptoms of bad adoption • Ten tools and techniques • Three worst practices • Q&A, Resources, Closing Copyright 2011 © Knowledge Management Associates, LLC. All rights reserved .
  • 7. Roles Technical Stakeholder Business Stakeholder – Business Stakeholder – First Wave Second Wave “Push” with some “pull” “Pull” with some “push” Receiving end Wants and Needs: Wants and Needs: Wants and Needs: Performance Economic Justification Minimum Disruption Security Network Effect Cost/Benefit Lens Compliance “My Solution” Change Averse becomes “Our Solution” Adoption = Business Users’ Adoption = What if I lead, Adoption = Cost/benefit problem – I just do the and no one follows? equation plumbing Copyright 2011 © Knowledge Management Associates, LLC. All rights reserved .
  • 8. Welcome to SharePoint Copyright 2011 © Knowledge Management Associates, LLC. All rights reserved .
  • 9. Enablers/Indicators Long uptimes Low numbers of complaints and help desk tickets Speed to market Integration with “sacred” processes Measurable ROI Competitive wins Copyright 2011 © Knowledge Management Associates, LLC. All rights reserved .
  • 10. Roadblocks to Adoption • Speed to market • Over-governance • Maintenance • No/bad sponsorship • Redundancy of content • "Field of dreams" mentality • No place to play Copyright 2011 © Knowledge Management Associates, LLC. All rights reserved .
  • 11. Adoption tools and techniques Copyright 2011 © Knowledge Management Associates, LLC. All rights reserved .
  • 12. Unique applications and solutions Copyright 2011 © Knowledge Management Associates, LLC. All rights reserved .
  • 13. Unique applications and solutions • Lunch/Catering Application • Dynamic, Targeted Content on Home Page • Birthday List • Today @ACME / Meeting Room Central Copyright 2011 © Knowledge Management Associates, LLC. All rights reserved .
  • 14. Training • Lunch and Learn • Formal Training – Internal – External site • Product vs Solution Copyright 2011 © Knowledge Management Associates, LLC. All rights reserved .
  • 15. Marketing • Branding/Naming – First rule of SharePoint… • Nebula • Cramerville • Shmoogle • BaseCamp • The Source • Segmentation (by constituency) Fight Club poster ©EnderTheThird at DeviantArt Copyright 2011 © Knowledge Management Associates, LLC. All rights reserved .
  • 16. Know Your Audience • Multigenerational • Multinational • Multi-platform Copyright 2011 © Knowledge Management Associates, LLC. All rights reserved .
  • 17. Assessment • Survey • Administrative Tools • Feedback mechanism prominent on the front page • Visible and available super-users or support staff Copyright 2011 © Knowledge Management Associates, LLC. All rights reserved .
  • 18. Project Design • Departmental Approach • Steering Committee (Cross-Functional) • Move Fast – Quick early successes count more – Drive fast, take chances! Copyright 2011 © Knowledge Management Associates, LLC. All rights reserved .
  • 19. Support • SharePoint for SharePoint • Prepare Support Teams • Self Service Support/Communities • Team Leaders Support/Decentralized • Tech Sheets – Quick one- page tips or FAQs Copyright 2011 © Knowledge Management Associates, LLC. All rights reserved .
  • 20. Launch Events • “Big event” • Gift bags/materials • Resources: “I Use SharePoint” • Gamification Photo credit: NASA GRIN Image # : 69PC-0447 Copyright 2011 © Knowledge Management Associates, LLC. All rights reserved .
  • 21. Contextual/Culturally-Based Motivations: Theory X Theory Y • Home Page Lockin • SLAs • Mandates • Chargeback incentives • “Burn the Boats” • Viral Communications • Social Communities • Badges Copyright 2011 © Knowledge Management Associates, LLC. All rights reserved .
  • 22. “Accessory After the Fact” • 5 things to do after 3 months in production – Usage/Search logs – MySite self-population – Content growth trends – Repeat rollout training – Re-evaluate roadmap Copyright 2011 © Knowledge Management Associates, LLC. All rights reserved .
  • 23. Worst Practices! Three things to never do/allow in your SharePoint deployment Aka “How to squash adoption in three easy steps” Copyright 2011 © Knowledge Management Associates, LLC. All rights reserved .
  • 25. Introduce hundreds of content types
  • 27. Worst Practices – Technical “Lagniappe”
  • 28. Resources - General • From Microsoft: – SharePoint Adoption tools: http://sharepoint.microsoft.com/iusesharepoint/landing.aspx • From Others – Susan Hanley (susanhanley.com) – consistently great content on this topic – Michael Sampson’s phenomenal books on the topic: michaelsampson.net – Paul Culmsee’s brilliant work at cleverworkarounds.com – Sadie Van Buren’s SharePoint Maturity Model (spmaturity.com) – great tool for benchmarking – Christian Buckley – “Where Do You Begin With SharePoint?” (buckleyplanet.com) • From KMA (www.kma-llc.net) – Blogs, presentations, news, and events – Monthly webinars Copyright 2011 © Knowledge Management Associates, LLC. All rights reserved .
  • 29. • Questions? • Evaluations • Contact Copyright 2011 © Knowledge Management Associates, LLC. All rights reserved .
  • 30. Thank you! E-mail: mgilronan@kma-llc.net Blog: http://kmamikegil-blog.kma-llc.net/ Twitter: @mikegil LinkedIn: http://www.linkedin.com/in/mikegil Copyright 2011 © Knowledge Management Associates, LLC. All rights reserved .
  • 31. SharePoint Community in Philadelphia • Tri-State SharePoint Users Group – SharePoint (2010 & 2007) • Administrators • Developers • IT Pros – Keynote and related Hands-on Lab each meeting – “On SharePoint Development” • Our lecture series on general SharePoint Development topics and how to improve those skills – Meetings: 2nd Tuesday of the month, 5:30pm – 9:00pm, Microsoft Malvern MTC • Website: www.TriStateSharePoint.org • Email: info@tristatesharepoint.org • Twitter: @tristateSP Copyright 2011 © Knowledge Management Associates, LLC. All rights reserved .
  • 32. Thank you to Sponsors! Copyright 2011 © Knowledge Management Associates, LLC. All rights reserved .

Editor's Notes

  1. X-ref Paul Culmsee’s book: “The Heretic’s Guide to Best Practices”Best practices are highly contextual – but these are some that we’ve found to work from our experience.Worst practices, on the other hand, are much more consistent in being appetites for failure.
  2. Second Wave – not the enthusiasm of the first, just trying to get their job done. (x-ref Michael Sampson’s books)
  3. SharePoint 2010 can be compared to a functional “firehose”, having grown from a simple tool for team documents and dashboards in 2001, to the rich multifunctional environment of SharePoint 2010. (BI! Workflow! Social computing! Data integration! Etc.) And if you can’t push on a rope, as they say, you really can’t push a firehose – users need to pull it in. This presentation is based on our clients, people in the middle of SharePoint adoption, who passionately shared their stories about the major enablers and roadblocks to SharePoint adoption.
  4. CFM ROI: e.g. online collaboration reduces travel costsimportance of responsive, qualitative system performance for users to sustain enthusiasm.Rapid development and deployment of user-oriented solutions
  5. CFMSpeed to market -- boil the ocean approach to solving too many problemsOver-governance: (e.g. too hard to get sites)Maintenance: Redundancy of content -- Documents duplicated in file systems and multiple sites – lack of operational governance and user guidanceField of Dreams– if you build it they will come.
  6. [MG]Lunch Application –KMA clients use lunch or catering order application on SharePoint. Users seem to really emotionally bond to these solutions – it’s fun & essential and replaces slower, manual processes.Dynamic Content on Home Page – Offering a fresh cycle of new information on the home page is thought to be equally or more important to clean attractive design.Birthday List – another example of fun, unique and essential information that bonds users with the siteFind that first one! Think horizontal.
  7. [MG]Lunch Application –KMA clients use lunch or catering order application on SharePoint. Users seem to really emotionally bond to these solutions – it’s fun & essential and replaces slower, manual processes.Dynamic Content on Home Page – Offering a fresh cycle of new information on the home page is thought to be equally or more important to clean attractive design.Birthday List – another example of fun, unique and essential information that bonds users with the siteFind that first one! Think horizontal.
  8. [mg] Branding/Naming – In particular when companies are launching or relaunching a SharePoint based project, it helps to brand the project with the name of the site (e.g. “I’m using MyCompany” instead of “I’m using “SharePoint”.Marketing & Segmentation – it’s important to understand that the adoption message needs to be distinguished not only for different groups of business users (power users/casual users) but also different IT constituents (developers/server teams/analysts & PMs)
  9. CFMMulti-generational: Different generations adopt technology differently. Different ages have different comfort levels with web technology (corporate sites vs. social networking) and platforms (PC or laptop or smartphone)Multi-national: global audiences have different preferences for platforms, tools, bandwidth and site performance expectationsMulti-platform: mobile enablement
  10. [CFM] Survey – use SharePoint surveys to measure success and determine future directionsAdministrative Tools – measure what people are looking for
  11. [mg] Departmental Approach – build success at a lower level first before tackling enterprise wide adoptionSteering Committee (Cross-Functional) – it helps when the project is accountable to a frequently meeting team of empowered business stakeholders drawn from multiple departments, not just IT and HR.Move Fast – quick early successes count more than long, late successes
  12. [CFM] SharePoint -> SharePoint – use a SharePoint site itself to supply support to usersPrepare Support Teams – make sure Help Desks and customization teams are available and trained in advance to minimize the risk of failing to meet rising expectations.Self Service Support/Communities – some companies reports tremendous success using discussions, blogs, and wikis to help users help each otherTeam Leaders Support/Decentralized – Another approach is to decentralize support to power users or team captains in each logical group of usersTech Sheets – Quick one page tips or FAQs can be written and distributed to users and helps desk via email, web sites, print distribution or knowledge bases.
  13. [cfm]Many users schedule a “big event” (usually a breakfast event in the morning, sometimes a lunch, rarely an evening happy hour) the day the site “launches”. In conjunction, these events often offer:TrainingContests and prizes, often with a scavenger huntPublic awardsGiveaways – branded coffee cups, mouse pads or wallet cards with tips and helpful informationResource: “Buzz kit” (2007) replaced by “I use SharePoint”Mother of Navy Seal Michael Murphy christening warship named for her son, posthumously awarded CMH for valor in Afghanistan, first to receive it since Vietnam War.
  14. [mg] Douglas MacGregor @ MIT Sloan in 1960s developed thisSharePoint -> SharePoint – use a SharePoint site itself to supply support to usersPrepare Support Teams – make sure Help Desks and customization teams are available and trained in advance to minimize the risk of failing to meet rising expectations.Self Service Support/Communities – some companies reports tremendous success using discussions, blogs, and wikis to help users help each otherTeam Leaders Support/Decentralized – Another approach is to decentralize support to power users or team captains in each logical group of usersTech Sheets – Quick one page tips or FAQs can be written and distributed to users and helps desk via email, web sites, print distribution or knowledge bases.
  15. Bonus: SharePoint Maturity Model. If you currently use SharePoint, use this model to baseline your maturity and adoption levels, benchmark them against similar companies, and track your progress over time.
  16. [mg] This is one of my favorites. Usually, some senior person complains they can never find anything on the "H drive". Since SharePoint offers a searchable web interface, it has to be better, right? Sure - except if you just dump all that content in without thinking, all you get is a SharePoint site with top level folders called "bobtest". "newtest", "newtest 2", and “sales1997”. Same problem, in a new shiny package. Likelihood of project death – 50%.
  17. [cfm] Just because you can doesn’t mean you should, and without proper training, you will only confuse people, at least, until someone goes in and simplifies it. SharePoint is powerful, often complex. Entering at the pinnacle of complexity management is a surefire way to alienate early adopters. We’ve seen this multiple times, and the result is almost always the same. Likelihood of project death – 75%, (until someone new comes in to clean up the complexity.)
  18. [mg] This one is pretty simple – how do you define success? If success equals a well-used site, then this virtually guarantees failure. Simply sending around an email announcing your new site doesn’t cut it. People learn differently, and many folks need multiple “touches” before they feel comfortable. Death rate – 75%