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Improving Adoption (As A Service) With Office 365

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Office 365 provides an incredible amount of value to individual employees, teams, departments, and organizations. Much of this value is not realized immediately upon purchase or deployment of Office 365. The value is realized as more and more users understand, adopt and embrace the technology. So how do we drive faster, sustainable and effective adoption? And perhaps more importantly, how do we ensure our adoption approach scales and can keep up with the innovation the Office 365 service provides? Join Richard Harbridge as he shares real world experience, advice and activities that other customers are leveraging to get more from Office 365 and drive more meaningful adoption.

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Improving Adoption (As A Service) With Office 365

  1. 1. RICHARD HARBRIDGE My twitter handle is @RHarbridge, blog is http://RHarbridge.com, and I work at SPEAKER | AUTHOR | SUPER FRIENDLY
  2. 2. 1. AND not VS – When To Use What In O365 WHAT WE WILL TALK ABOUT TODAY… 2. Why This Is So Difficult In The Real World 3. How To Actually Drive This In Organizations 4. Next Steps & Resources
  3. 3. Spend the majority of your efforts providing individual and group guidance. Individual Group Organizational Individual Group Organizational WHEN TO USE WHAT HAS MULTIPLE LEVELS…
  4. 4. It starts with organizational guidance. Individual Group Organizational TECHNOLOGY PLANNING HAS MULTIPLE LEVELS…
  5. 5. Organizational Checklist It starts with organizational guidance. Individual Group Organizational TECHNOLOGY PLANNING HAS MULTIPLE LEVELS…
  6. 6. Success readiness is something you can evaluate and it spans roles, programs, policies, guidance , even incentives and rewards. AT AN ORGANIZATIONAL LEVEL HOW READY ARE YOU?
  7. 7. Role Resources Communication Coordination Engagement Trend Office 365 Project Manager 4 - Managed 5 - Optimizing 5 - Optimizing 5 - Optimizing  Business Owner 4.5 – Managed 5 - Optimizing 5 - Optimizing 5 - Optimizing  Executive Sponsors 4.5 – Managed 5 - Optimizing 5 - Optimizing 4 - Managed  Champions 4 - Managed 4 - Managed 5 - Optimizing 4 - Managed  Departmental Leads 3.5 – Defined 4 - Managed 4 - Managed 2 – Opportunistic  Education Leads 4 - Managed 4 - Managed 4 - Managed 2.5- Opportunistic  IT Leads 4 - Managed 4.5 – Managed 5 - Optimizing 4.5 – Managed  HR Manager 3 – Defined 3.5 – Defined 3.5 – Defined 3 – Defined  Communication Leads 5 - Optimizing 5 - Optimizing 5 - Optimizing 5 - Optimizing  Community Managers 0 - None 1 – Ad Hoc 1 – Ad Hoc 0 - None  SharePoint Site Lead 4 - Managed 4 - Managed 5 - Optimizing 4.5 – Managed  Do you have people who own and lead key roles, do you have the resources that support a role? Does the role communicate, coordinate and engage effectively? TAKE ROLE READINESS AS AN EXAMPLE…
  8. 8. As an example during performance reviews do your key questions connect back to things that benefit and exemplify digital best practices? Provide examples! HOW DIGITALLY COLLABORATIVE AND INTEGRATED ARE PEOPLE?
  9. 9. # Need Current State Notes & Recommendations Support 1 Office 365 Champion Coverage & Selection Plan Current State No, Champion coverage and/or selection plan exists which identifies champions per business unit, office, department, team, or floor nor one that outlines how new Champions can/should be identified or nominated to improve Office 365 adoption. Current Champions were selected based on their role within the different units and to get a good cross section of individuals (executives, reception area, field and office workers) Recommendations:  Ensure there is an accessible list of these active champions.  Ensure you have shared the details of how you select champions, remaining champion gaps/needs, and how users can sign up to be one in your Campion Coverage and Selection Criteria guidance. 2 Champion Commitment Guide Current State No, Champion Commitment Guide exists that articulates the value of champions and the champion’s community while outlining champion commitments and benefits Recommendations:  Draft an Office 365 Champion Guide detailing the value of Champions and their community within your organization, the required commitments necessary to be a Champion and the associated benefits. 3 Champion Fact Sheet Current State No, the Champion community does not have a fact sheet that can be provided to a champion’s manager to support or help in attaining buy-in. Recommendations:  Draft an Office 365 Champion Guide with a Champion fact sheet regarding getting support or help in attaining manager buy-in. 4 Office 365 User Satisfaction Survey Findings/Results Current State No, Office 365 user satisfaction surveys findings/results are available for leaders, managers or users to see. Currently there is no organized way to conduct and archive user satisfaction surveys and to compare with baseline data. User satisfaction surveys are done at an ad-hoc basis. # Icon Description 1 Does Not Exist: The starting point of usage and guidance. There is no plan being followed. 2 Partially Defined/Started: An approach may have been decided upon and is being opportunistically applied. The approach has not been widely accepted nor adopted. It may be informally defined. 3 Defined: The approach has been reviewed and accepted within the organization. There has been buy-in to the documented approach and the approach is often followed. The way this area is implemented is defined and/or standardized, but not in use across the entire organization. Some governance is defined but may not be widely understood/followed. 4 Defined & Managed: This area is centrally supported, standardized, and implemented across the organization. It is defined and understood/followed. Metrics may be gathered and reported. 5 Optimized & Managed: This area is functioning optimally and continuous improvement occurs based on defined and monitored metrics or feedback. Assets are pro-actively maintained to ensure relevancy and correctness. Leadership in this area is demonstrable. Resources can be even more complex. Do you have common and expected policies, guidance, or content available and up to date today? POLICIES AND GUIDANCE CAN BE EASILY MEASURED…
  10. 10. Full of questions around role readiness, policies and guidance recommendations, rewards and incentives and more! Get it at: http://Office365Resources.com. EVALUATE YOUR READINESS WITH THE SUCCESS READINESS QUESTIONNAIRE…
  11. 11. Organizational Checklist It starts with organizational guidance. Individual Group Organizational TECHNOLOGY PLANNING HAS MULTIPLE LEVELS… Review Success Readiness Twice A Year
  12. 12. Objectives should be SPECIFIC. Failure to make them specific is the biggest reason that objective mapping to solutions or making objectives actionable fails. FIRST YOU NEED TO KNOW WHAT YOUR OBJECTIVES ARE…
  13. 13. Breaking down objectives is critical until they are specific enough to map to clear solutions and until they are actionable. BREAK DOWN OBJECTIVES AS NEEDED…
  14. 14. Breaking down objectives is critical until they are specific enough to map to clear solutions and until they are actionable. BREAK DOWN OBJECTIVES AS NEEDED…
  15. 15. Breaking down objectives is critical until they are specific enough to map to clear solutions and until they are actionable. ONCE BROKEN DOWN THEY CAN BE S.M.A.R.T. We would like to automate and improve our ‘paper based’ ‘legal’ ‘contract mngmt’’ ‘contract rview’ processes. Specifically we would like to ‘imprv request rspnse time’ by…
  16. 16. Legal Contract Solution Examples • Contract Review Workflow • Request Contract Review Form • Integration with ClientDB • Client Contracts Site When objectives are specific you can more easily map them to solutions and it is easier to envision solutions. SPECIFIC OBJECTIVES CAN MAP TO SOLUTIONS…
  17. 17. Here is an example of the technique we often use when creating objective maps for our customers. When combined with a roadmap this can be very helpful. YOU CAN EVEN VISUALIZE THIS MAPPING EASILY…
  18. 18. Organizational Checklist It starts with organizational guidance. Individual Group Organizational TECHNOLOGY PLANNING HAS MULTIPLE LEVELS… Review Success Readiness Twice A Year Define S.M.A.R.T. Objectives
  19. 19. It doesn’t need to be really difficult. MEASUREMENT MATTERS…
  20. 20. http://Office365Metrics.com contains guidance on ways to measure Office 365 & samples of common business impacts it can drive. WHAT IS A BUSINESS IMPACT?
  21. 21. It doesn’t need to be really difficult. MEASUREMENT MATTERS…
  22. 22. Benefit Overview Benefit ID OH-B6 Benefit Title Improved Employee Engagement For Leadership Communication Benefit Owner [Removed From Sample] Benefit Description Yammer and our news engine offer a direct channel for Leadership/Employee interaction. Use this opportunity to help company executives gather insight into employee feedback or to stimulate conversation between them. Related Business Impacts Improved Employee Engagement, Improved Leadership Engagement Solution Tool Yammer Measurement Technique Manual import of analytics data from news provided by the analytics solution and Yammer post/conversation analysis either manually accomplished or based on the yammer analytics solution (based on exported conversations). Metric(s) Per leader metrics would be the preference while an aggregate can provide averages and broader measurement of progress. Number of articles from company leadership correlated with the number of views, employee responses, likes and likes. Number of Yammer posts from company leadership and the number of employee responses per leadership post in Yammer. Baseline Measurement [Removed From Sample] Target [Removed From Sample] Determine trailing baseline then determine company goal… Supporting Activities 1. Provide employee Yammer access – desktop and/or mobile 2. Organize leadership Yammer-driven Question and Answer sessions 3. Encourage employee participation through Adoption Campaigns 4. Assign resources to monitor and facilitate the Question and Answer sessions Define benefits in a manner that can be realized with simple analysis and initiatives, helping drive business improvement faster w/ minimized additional investment. HOW DO YOU PROFILE A BENEFIT?
  23. 23. Mark Complete once Evaluation is Complete, Analysis is Complete, and Results are Escalated to Appropriate Channels ID Benefit May 2017 Jun 2017 Jul 2017 Aug 2017 Sep 2017 Oct 2017 Nov 2017 Dec 2017 Jan 2018 Feb 2018 Mar 2018 ID Benefit Benefit Owner(s) Measurement Activities Key Metrics Time Horizon Frequency of Analysis Suggested Inferences Suggested Actions This isn’t a new concept and there are lots of examples of benefits realization across the industry. The important thing is to actually track these! DEFINE A BENEFITS REALIZATION PLAN…
  24. 24. Something you should do quarterly or at least twice a year is inspect and share where Office 365 is within your organization. Output from this is ACTION. MEASURE MANY TIMES…
  25. 25. Individual Group Organizational Organizational Checklist Review Success Readiness Twice A Year Define S.M.A.R.T. Objectives Measure Effectively & More Often It starts with organizational guidance. TECHNOLOGY PLANNING HAS MULTIPLE LEVELS…
  26. 26. When you think about providing guidance consider approaching it from a scenario perspective. You work this way today, you could work this way tomorrow. SCENARIOS CAN SIGNIFICANTLY HELP…
  27. 27. Scenarios Finding Someone With A Certain Expertise ◔ ● ● ◕ ◔ ◔ Ask Something, Don’t Know Whom To Ask ○ ● ◕ ◔ ◕ Do A Brainstorming Activity With My Team ◑ ● ● ◑ ◔ ● Where Should Meeting Notes Be Captured, Stored & Shared? ◕ ◕ ● ● ◔ ● Where Should I Share Video? ○ ◑ ◔ ◔ ◔ ○ ◔ ● Where Should I Share Photos? ○ ● ◕ ◑ ○ ◔ Have A Real Time Chat With A Colleague ● ◑ ○ ◑ Where Should I Put & Share Documents? ◔ ◕ ● ● ◔ ● Have A Question Related To A Document? ◔ ● ◑ ◑ ◑ ◔ ◑ Invite A Colleague To Lunch ◕ ◔ ● Provide A Note Of Congratulations/Praise ◔ ● ◔ ◑ ◕ Make An Organizational Announcement ◔ ● ◔ ◕ ◕ Remind The Team Of An Important Deadline ◑ ◔ ● ● ●Within the whitepaper we have provided guidance on 13 common scenarios… Download it at: WhenToUseWhat.com WANT MORE SCENARIO GUIDANCE?
  28. 28. You need to have a mixture of guidance and enforcement/policy where applicable. You also need to slowly reduce or remove bad alternatives. YOU CAN’T ALWAYS IMPOSE TOOL USAGE…
  29. 29. It starts with organizational guidance. Individual Group Organizational TECHNOLOGY PLANNING HAS MULTIPLE LEVELS… Review Success Readiness Twice A Year Define S.M.A.R.T. Objectives Measure Effectively & More Often Share Guidance On “How To Best Use” Organizational Checklist
  30. 30. Building off of organizational guidance we can easily tackle the group / leader / champion level and the individual user level. Let’s find out how… Individual Group Organizational TECHNOLOGY PLANNING HAS MULTIPLE LEVELS… Group/Individual Checklist
  31. 31. Drive Interest & Awareness Guide & Develop Understandin g Maximize Value & Adoption Sustained Commitment TAKING ACTION AROUND WHEN TO USE WHAT REQUIRES COMMITMENT… How we use technology is more important than which technology we use.
  32. 32. Value Commitment Understanding Interest The formula for sustaining commitment is still driving interest/awareness + guiding understanding + sharing and realizing value. THE FORMULA FOR COMMITMENT…
  33. 33. 1 The funnel of commitment is driving interest / awareness + guiding understanding + sharing and realizing value until they are sold/committed. THE FUNNEL FOR COMMITMENT… 3 Drive Interest Guide Understanding Realize Value 2
  34. 34. 1 The funnel of commitment is driving interest / awareness + guiding understanding + sharing and realizing value until they are sold/committed. THE FUNNEL FOR COMMITMENT… 3 Often initially comprised of early adoptions. These users may adopt & use new technology once they are aware of it or have an interest in the technology. ‘Did you know’ tips & pre-launch communication can accelerate this groups adoption. Use this group to share and influence others. Users need help understanding how to change. How can they use the technology? How should they use it? Help, coaching, how to tips, training, contests & challenges help this group of users the most. 2 Users need to understand the value of changing. Sharing stories, benefits, contest winners, & business impact of the technology will be critical.
  35. 35. BREAKING DOWN ADOPTION… Who will adopt Office 365 and when will they adopt it? “We Need It To Be The Norm / Expectation” Adopters Coordination&Investment These Adopters need help understanding the value change provides. Why should they change? Sharing change stories, benefits, contest winners, business impacts of the technology will be important to this group. “We Need To Understand Value” Adopters These Adopters need help understanding how to change. How can they use the technology? How should they use it? Help, coaching, how to tips, training, contests and challenges help this group of users the most. “We Need Support” Adopters Early Adopters will adopt and begin using new technology once it has been shown to them, or once they are aware it is available. Making these users aware of the technology and it’s capabilities is important. Often ‘did you know’ tips and pre-launch communication can accelerate this groups adoption. The biggest need for this group is helping them share and influence others to change along with them. Early Adopters Everyone Adopting (As Fast As Possible)
  36. 36. PLANNING FOR ADOPTION… Developing a roadmap for adoption where we plan activities before launch, during launch and after launch is important… but it didn’t seem to be enough.
  37. 37. PLANNING FOR ADOPTION… It turns out we need to be more tactical and granular to drive meaningful commitment. The answer? Plan and execute campaigns! Commitment
  38. 38. PLANNING FOR ADOPTION… Developing a roadmap for adoption where we plan activities before launch, during launch and after launch is important. Plan and execute campaigns! Interest
  39. 39. PLANNING FOR TIPS… When each day’s Yammer tip is posted by a member of the tip team it ensures that these tips come from different users which gets more people involved.
  40. 40. PLANNING FOR TIPS… Tips drive users to take action, should be themed, should be pre-written before the start of the campaign, and should relate to challenges/contests.
  41. 41. PLANNING FOR CHALLENGES… Each week (or along with the tips) we need to create clear action items or Challenges that users can accomplish to put what they learned in practice. Starter List Of Sample Challenges can be found in the “Contests, Challenges & Ideas For Office 365” document in the Office 365 Resource Kit (http://Office365Resources.com)
  42. 42. PLANNING FOR ADOPTION… Developing a roadmap for adoption where we plan activities before launch, during launch and after launch is important. Plan and execute campaigns! Interest
  43. 43. PLANNING FOR CONTESTS… The goal of each contest is to get the users to take an action (upload a profile picture, download a mobile app, etc.) and those actions should be connected to a tip or tips that had been shared (explaining how to do the action and its value). Starter List Of Sample Contests can be found in the “Contests, Challenges & Ideas For Office 365” document in the Office 365 Resource Kit (http://Office365Resources.com)
  44. 44. IT CAN ALSO BE FUN… In a recognition matters campaign around helping users recognize and praise each other, consider the use of something like the Office Vibe face game.
  45. 45. PLANNING FOR ADOPTION… Developing a roadmap for adoption where we plan activities before launch, during launch and after launch is important. Plan and execute campaigns! Understanding
  46. 46. PLANNING FOR TRAINING… Since you are already doing a time boxed campaign consider providing targeted training sessions that are hands on and participatory. Even if you are performing training remotely if the group is small enough you can create exercises and track completion.
  47. 47. PLANNING FOR TRAINING… Have them unpin apps and as you explain and learn about each have them repin the apps to their app launcher.
  48. 48. HELP USERS TRACK PROGRESS… You can even use Microsoft’s training roadmaps as a starter for your own enterprise training guidance to users.
  49. 49. Having everyone in the training session get interactive doesn’t need to be difficult even with remote audiences. OneNote is one of many options. EVERYONE EDIT ONENOTE EXERCISE…
  50. 50. There is no upper limit in OneNote co-authors. You can invite the training audience or explain permissions and the importance of where you store it. EVERYONE EDIT ONENOTE EXERCISE…
  51. 51. PLANNING FOR ADOPTION… A coaches and champion program also compliments the training and hard work around understanding that is necessary to achieve meaningful adoption. Coaches / Champions Program
  52. 52. COACH OTHERS & FIND CHAMPIONS… Learning via Co-Workers is among the most effective and most used methods.
  53. 53. PLANNING FOR ADOPTION… Developing a roadmap for adoption where we plan activities before launch, during launch and after launch is important. Plan and execute campaigns! Value
  54. 54. PLANNING FOR COMMUNICATION… Define a comprehensive communication plan along with the messaging for key Email, Intranet posts, Yammer posts or communication for the campaign.
  55. 55. PLANNING FOR ADOPTION… Having a campaign over a duration of days enables greater measurement, clearer accountability, and simplifies the coordination and commitment needed. Baseline Measure Impact Measure Continued Impact
  56. 56. PLANNING FOR MEASUREMENT… With each campaign clear reporting should be identified to track success of the Campaign. This reporting will also include baseline measurements as needed. http://Office365Metrics.com Guidance on ways to measure Office 365 can found in the “Measuring The Business Impact Of Office 365” whitepaper.
  57. 57. PLANNING FOR ADOPTION… If executing effective adoption campaigns leads to effective commitment is there anything else we should keep in mind? Commitment
  58. 58. Building off of organizational guidance we leverage campaigns to improve adoption at the individual and group/champion/leader level. Individual Group Organizational TECHNOLOGY PLANNING HAS MULTIPLE LEVELS… Group/Individual Checklist Define An Adoption Plan & Campaigns Execute Campaigns Update Adoption Plan (Repeat) Plan & Execute Campaigns (Repeat)
  59. 59. 1. AND not VS – When To Use What In O365 WHAT WE WILL TALK ABOUT TODAY… 2. Why This Is So Difficult In The Real World 3. How To Actually Drive This In Organizations 4. Next Steps & Resources
  60. 60. @RHARBRIDGE DOWNLOAD THE DRIVING OFFICE 365 ADOPTION & USAGE WHITEPAPER! It goes into much greater depth and can be found at Office365Campaigns.com.
  61. 61. @RHARBRIDGE DOWNLOAD THE LATEST OFFICE 365 SUCCESS RESOURCE KIT… It contains: Contests, Challenges & Many Samples! Note: Check out the Office 365 Success Questionnaire! Get it at: http://Office365Resources.com.
  62. 62. @RHARBRIDGE DOWNLOAD THE MEASURING THE BUSINESS IMPACT OF OFFICE 365 WHITEPAPER! It goes into much greater depth and can be found at Office365Metrics.com.
  63. 63. Full of questions around role readiness, policies and guidance recommendations, rewards and incentives and more! Get it at: http://Office365Resources.com. EVALUATE YOUR READINESS WITH THE SUCCESS READINESS QUESTIONNAIRE…
  64. 64. @RHARBRIDGE DOWNLOAD THE WHEN TO USE WHAT IN OFFICE 365 ENTERPRISE USER GUIDANCE WHITEPAPER! It goes into much greater depth and can be found at WhenToUseWhat.com.
  65. 65. Each workload has considerable planning just to enable that workload effectively. Are you ready? Don’t forget technology planning too! Integration Planning Business Process Analysis & Improvement Planning Education, Training & Adoption Planning Enteprise Social Integration Planning Security Planning Site Provisioning & Review Process Planning Search Planning Information Architecture Planning Project & Task Planning Team & Group Collaboration Planning Intranet Planning & Design Technology Strategy SharePoint Online Getting the most out of SharePoint Online requires successfully tackling key planning activities from the bottom up. YammerOneDrive For Business Skype For BusinessOffice Delve THERE IS A LOT OF PLANNING INVOLVED…
  66. 66. DIGITAL WORKPLACE PLANNING… Plan not only your objectives, but your overall strategy based on those and how difficult they are to implement or based on dependancies. - Extranets? - Departmental Portals? - Functional Areas? - Project Group Sites? - Team Group Sites? - Enterprise Social Network? - Document Management? - Records Management? - And much much more….
  67. 67. Thank You! Organizers,SponsorsandYouformakingthispossible. 100+AwesomePresentationsAt.. Slideshare.Net/RHarbridge 300+PagesOfWhitepapersAt.. 2toLead.com/Whitepapers WhenToUseWhat.com Office365Intranets.com Office365Metrics.com Office365Campaigns.com Office365Extranets.com Office365Resources.com Message Me On LinkedIn or Email Richard@2toLead.com SPEAKER | AUTHOR | SUPER FRIENDLY Twitter: @RHarbridge. More to come on our blog at http://2toLead.com.

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