Increasing SharePoint Engagement

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Do you struggle to get users to use your environment? Learn tricks to increase engagement -- and learn how engagement differs from adoption

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  • Do you have an engagement problem? – No then you must have a governance problem – or vice versa.
  • Fun… Introverted
  • Why I did it… having trouble timing training and user need...
  • Understanding Adoption and EngagementUnderstanding and Creating ChangeUnderstanding MotivationUnderstanding TrustDefining and Measuring the GoalBarriers to Change
  • Time: 1 minuteKEY: (Solution) CreationPicture: Engagement photo I took of my brother and his now wife. For me, that’s engagement.
  • How many people have urgent business problems? 100% - File sharing to external parties
  • Focus your efforts on small places where you can get an impact.
  • Time: 2.5 MinutesVHS vs. BetaBeta was technically betterPorn was banned from betaHD DVD vs. Blu-raySony studios would only release on Blu-rayGasoline vs. Electric VehiclesGasoline had greater rangeFirst “Electric Car” 1835, Ford’s Model A 1927
  • Diffusion of Innovations – Everett RogersRelative advantage is measured in the eyes of the beholder… i.e. what’s the relative advantage of a Rolex? Status
  • Time: 3 minutesMotion is bad. The key performance challenge with hard drives is random access because of head/arm movement. HDs are really Pseudo-Random access devices. SSDs are truly random access devices.
  • Time: 2.5 minutesSourcing from China. Faxes jamming meant an extra day of delay
  • Time: 1 minutePeoplewant better. If they’re resisting they don’t believe adoption is better.If you believe you have to drive adoption you’ll taint your message with negativity.Generally … People intend to do their best
  • Time: 1.5 minutesJuly 27, 2004 -- http://www.developer.com/java/other/article.php/3386351/Exploring-Execution-vs-Ownership.htmhttp://www.efesonline.org/LIBRARY/Employees%20Dirct%20Report.qxd.pdfStory: Copper manufacturing / Stainless Steel ManufacturingStainless Steel… building big systems, spending money on IT infrastructureCopper manufacturing … always evaluating what was best for the organizationSometimes making cheap investments and other times investing for the long term – when it mattersOne of my favorite clients – because we’re always talking about how to get the best leverageNot at all close to one of my biggest clientsCan’t always do what we want to do
  • - Communicate Emotionally, don’t communicate with facts and figures on the ROI or savings
  • Speak to the elephantLaydown the right path -> Set the right defaultsReferences:Switch – Chip Heath / Dan HeathHappiness Hypothesis – Jonathan Haidt
  • Time: 3 minutesPre-Change Confusion -> Anytime you begin to communicate change you create some level of confusion and there’s a reduction of productivity as worry sets in.Training, Coaching, Mentoring -> Time spent communicating and persuading for the change is a reduction of productivity.Post-Training Confusion -> Even after training there will be confusion “what does this mean to me?” which will lead to (temporary) paralysis.If you shop change management before the trough of reduced productivity is over you’ll not get the change a chance – and will encourage the organization to resist change more strongly.
  • Time: 0.5 MinutesNote: Skipping Stages of Grief
  • Time: 1.5 minutesFrom Tobacco cessationEfficacy not certain
  • Time: 1.5 minutesLa VEENGerman-American PsychologistOften we describe the environment we want – but really we need to be talking about the behaviorsEnvironment has a HUGE impactReferences:Blink – Malcolm GladwellSources of Power – Gary KleinStory: Popcorn Sales CommunicationPlans…TimelineAnd it still didn’t work … we didn’t get the right behavior.
  • Time: 1.5 minutesProfessor emeritas @ Harvard Business SchoolCore of this course is mapping SharePoint adoption to his change model
  • Demand…Zip Car
  • Early 2006 Seven Keys to Success, Seven Warning Signs – before SharePoint 2007
  • Blind men and the elephantTail – RopeLeg – PillarTrunk – Tree BranchEar – FanBelly – WallTusk – Pipe
  • Try to generate an ROI – for the process – to find the places where SharePoint can add the greatest value.Change requires urgency. Urgency requires a connection to the business
  • Financial analysis for 2012 Toyota HylandervsHylander Hybrid. Assuming 6000 miles city and 6000 miles highway per year – 23 year payoff (straight line, no NPV/IRR)
  • How do we identify business problems?Help Desk TicketsApplication Backlog
  • Plan for evangelism/launch activitiesPosters / Emails / CommunicationTrainingPlan for post-launch activitiesUsers Groups / Community Activities
  • First step in a 12 step program is to admit you have a problem.Psychologists are well aware of “self” bias of humans. We delude ourselves personally and organizationally into believing we’re better than we are.Find someone to fill in what you don’t do well.
  • IT exists to serve the business – not the other way aroundThere is natural conflict – too much expected and too little (budget, personnel, etc.) given – but that natural conflict must be kept in check.Do you want to have a 10% discount for cash, or a 10% premium for credit.Educate your business partners on what SharePoint will do and what it is
  • Work on the mission statement until people stop arguing … and then start arguing again.Baking: Letting bread “rest” before baking it.Alfred P. Sloan, former CEO of General Motors “Gentlemen, I take it we are all in complete agreement on the decision here… Then I propose we postpone further discussion of this matter until our next meeting to give ourselves time to develop disagreement and perhaps gain some understanding of what this decision is all about.”
  • Seeding a tip jarSet the default file save locationSet the Internet Explorer home page“How can we make this the default behavior?”
  • Exam test taking – Anything above passing is wasted effortMaximizers vs. SatisficersCQI – Continuous Quality Improvement
  • http://www.thorprojects.com/blog/archive/2012/07/07/six-myths-of-social-software.aspx
  • Time: 2 MinutesPublished 1956Story: Hiring ManagerCollege language courses: C, FORTRAN, COBOL, etc.Write the atoi() function
  • Time: 1.5 Minutes
  • Increasing SharePoint Engagement

    1. 1. Increasing SharePoint Engagement Robert Bogue (317) 572-5310 Shepherd@SharePointShepherd.com http://www.SharePointShepherd.com
    2. 2. Who am I? • 10 Time Microsoft MVP • Author of 22 books • Editor of over 100 more books • Architect – Developer – IT Professional – End User Advocate – Project Manager
    3. 3. The SharePoint Shepherd’s Guide for End Users: 2013 • Available in a corporate/electronic version today – and book version soon! • 121 Tasks
    4. 4. The Psychology of Adoption and Engagement • DVD format • 2 hours and 21 minutes of content • It’s the “thinking” about adoption (and engagement) • Cost $299.99 from http://www.SharePoint Shepherd.com
    5. 5. Agenda • How to Think about Engagement and Adoption • Emotions • Organizational Change • Nine Keys to SharePoint Success • Getting the Juices Flowing (Examples)
    6. 6. What is Engagement? • Engagement (noun) – the act of engaging or the state of being engaged. – Dictionary.com • Engaged – busy or [fully] occupied; involved – Dictionary.com
    7. 7. Executive Engagement 1. It’s not about SharePoint and it’s not about technology 2. Find a real, tangible, and urgent business problem, and then talk about it. 3. Propose a solution, or, at the very least, a partial solution. 4. Do your part
    8. 8. The Power of Focus
    9. 9. The Adoption Problem • We assume that adoption is an easy problem – it’s not. • Consider: – VHS vs. Beta tapes – HD DVD vs. Blu-ray – Gasoline vs. Electric Vehicles
    10. 10. Adoption Relative advantage Compatibility ComplexityTrialability Observability
    11. 11. Keyboard Adoption • Keyboards were designed to be inefficient. – Hammers used to jam for fast typists – QWERTY slowed them down • Dvorak Simplified Keyboard is arguably “better” – “better” doesn’t mean more widely adopted
    12. 12. EmailAdoption • Long distance business communication used to be done by Fax machine • Email was store and forward (CC) Anomalous4 @ Flickr
    13. 13. Driving Adoption • Do you want to drive or encourage adoption? • People want a better situation • If you’re driving adoption they don’t believe your approach is better
    14. 14. Execution or Ownership • Your organization has bought (rented) employees bodies • Their minds are free, if you can engage them
    15. 15. Emotional Decisions • “Magnetism is as much about emotional appeal as about function” – Adrian Slywotzsky & Karl Weber, Demand • “When dealing with people, remember you are not dealing with creatures of logic, but with creatures of emotion” – Dale Carnegie • “Soelberg had trained his students to use rational methods, yet when it was time for them to make a rational and important choice, they would not do it.” – Gary Klein, Sources of Power
    16. 16. Emotional-Rational-Environment • The Model – Elephant – Emotional powerhouse – Rider – Rational control – Path –Environment and habits • Implications – The rider has the illusion of control – The path has strong influence CC Flickr mckaysavage
    17. 17. Productivity Impact of Change
    18. 18. Creating Change • Models of Change – Stages of Change – Kurt Lewin (Freezing) – John Kotter’s 8 steps
    19. 19. Stages of Change • Pre-Contemplation (not open) • Contemplation (open) • Preparation (ready) • Action (changing) • Maintenance (reinforcing)
    20. 20. Kurt Lewin • Change as a Process – Unfreezing – Change and Transition – Freezing • Behavior is a function of person and environment – B = f(P, E)
    21. 21. John Kotter’s 8 Steps • Create urgency • Form a powerful coalition • Create a vision for change • Communicate the vision • Remove obstacles • Create short-term wins • Build on the change • Anchor the changes in corporate culture
    22. 22. Small Barriers • Who do I call to get access? • When is the training scheduled? • How much will this cost my business unit? • Who’s approval do I need to get?
    23. 23. Nine Keys to SharePoint Success • Activities Missed – Shared Vision – Business Connection – Planning Measurements – Evangelization • Culture Change – Honest Evaluation – Reframing Relationships – Platitudes • Simple Things – Right Defaults – Imperfect Solutions
    24. 24. Shared Vision • Users (Personas) • Use Cases (Actions) • Visual Design – Wireframe – Mockup – Prototypes
    25. 25. Business Connection • ROI – Return on Investment • Long term success = business impact • SharePoint should have a real, tangible, lasting impact on the business
    26. 26. ROI High Finance • Example: – You buy a car for twice the cost but it has better gas mileage, is it a better deal? • IRR – Internal Rate of Return • NPV – Net Present Value • DCF – Discounted Cash Flow
    27. 27. ROI Core Values • Identify Business Problems • Identify Solutions • Calculate Benefits of Solutions • Calculate Costs of Solutions • Benefits > Costs = Value
    28. 28. Planning Measurement • IT Service Delivery – Uptime – Performance • IT Activity – # of page views – # of visits • Business – Reduce proposal response time by 1 day within 30 days – Improve customer satisfaction by 1 point in 90 days – Increase sales win rate by 5% in the next 90 days
    29. 29. Evangelization • Projects don’t end when the service is online – or 30 days afterwards • Plan for an initial push including marketing and training • Establish a sustaining plan to revisit adoption periodically
    30. 30. Honest Evaluation • There are things that every organization doesn’t do well – Requirements gathering – Infrastructure implementation – Information architecture – Performance/scalability testing – Software development – Project management
    31. 31. Reframe Your Relationship • Do you speak of “them”? • Are customers, users, or clients the problem – or the opportunity? • Do you take orders or find solutions – together?
    32. 32. Platitudes • Platitude - a flat, dull, or trite remark, especially one uttered as if it were fresh or profound. (Dictionary.com) • Also known as the corporate mission statement • You can not express the real goal as a platitude
    33. 33. Right Defaults • Behavior is a function of the person and the environment [B=f(P, E)- Kurt Lewin] • Establish the default behavior and people will follow (mindlessly)
    34. 34. Imperfect Solutions • Perfect solutions are too expensive and time consuming • Strive for good enough
    35. 35. Six Myths of Social • Build it and they will come • “It’s just as easy to…” • Pent Up Demand • We’re All One Big Happy (Dysfunctional) Family • Water Cooler Effect • Silver Bullet
    36. 36. GETTING THE JUICES FLOWING
    37. 37. Installations-Risks Grid Type of Installation Type of Risk Internet Extranet Intranet Doc Management Project Management Collaboration Mini- App App Bad Expectations         Poor Terms Definition         Poor Understanding         No Compelling Reason         No Value Proposition         Tools Syndrome         No Launch         Poor Adoption        Politics         Culture         * This grid is circa 2006.
    38. 38. M&A • Industry: Logistics • Problem: Coordinating Merger and Acquisition activities • Solution: SharePoint site for shared research, opinions, and correspondence
    39. 39. Customer Communication • Industry: Manufacturing • Problem: Communication with customer about the status of their materials • Solution: SharePoint site with lists for lot, defect, and incident tracking
    40. 40. Content Approval • Industry: Medical • Problem: Traceability mechanism for approving ads and packaging • Solution: SharePoint system with custom workflows
    41. 41. Procedure Library • Industry: Government • Problem: Different answers to different customers • Solution: SharePoint site with content types for procedures and policies
    42. 42. Claims Management • Industry: Government • Problem: Equal opportunity claims taking too long • Solution: SharePoint site with forms for standardized responses and workflows for tracking
    43. 43. Single Sign-on Portal • Industry: Government • Problem: Users have difficulty accessing services because of multiple logins • Solution: SharePoint based portal that pre- authenticates users
    44. 44. Data Entry • Industry: Law Enforcement • Problem: Officers needed to be able to record suspicious activity but didn’t have access to system • Solution: InfoPath form and SharePoint workflow to push the data into the system
    45. 45. Regulatory Approval • Industry: Chemical • Problem: Difficult to keep track of the required forms and data for regulatory approval • Solution: SharePoint site to consolidate and track each approval
    46. 46. Policy Review • Industry: Software • Problem: Employee policies aren’t reviewed frequently enough • Solution: SharePoint document retention and workflows
    47. 47. THANK YOU Robert Bogue Shepherd@SharePointShepherd.com (317) 572-5310

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