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The Top 10 Mistakes in SharePoint Projects

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The Top 10 Mistakes in SharePoint Projects

Although all software has limitations, SharePoint has something of a reputation for difficult intranet projects. Often this has more to do with the implementation than with the technology itself. The most successful projects are the ones that manage  to balance business, end user and IT considerations.

In this interactive masterclass Sam Marshall will take the audience along the 10 most common mistakes in SharePoint projects. We’ll explore some of the risks, highlight warning signs and share insights into how to keep your SharePoint intranet on track.

Although all software has limitations, SharePoint has something of a reputation for difficult intranet projects. Often this has more to do with the implementation than with the technology itself. The most successful projects are the ones that manage  to balance business, end user and IT considerations.

In this interactive masterclass Sam Marshall will take the audience along the 10 most common mistakes in SharePoint projects. We’ll explore some of the risks, highlight warning signs and share insights into how to keep your SharePoint intranet on track.

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The Top 10 Mistakes in SharePoint Projects

  1. 1. Avoiding the top 10 SharePoint mistakes www.clearbox.co.uk @sammarshall
  2. 2. Sam Marshall Director of ClearBox Consulting — 15 years intranet and digital workplace — Former global portal manager at Unilever — Benchmarked over 40 intranets — Comms, KM & IT background sam@clearbox.co.uk @sammarshall
  3. 3. ClearBox Consulting u Intranet, SharePoint and digital workplace: — Strategy — Governance — Collaboration — Communities — Adoption — Training u Practical experience u Transparent u Vendor-neutral
  4. 4. Its good to learn from your mistakes… …but it’s a lot cheaper to learn from someone else’s
  5. 5. Top 10 SharePoint mistakes
  6. 6. 1. Making it all about the Head Office
  7. 7. Making it all about the Head Office — Focusing on big deals, high-level strategy, SVPs — Giving everyone the same homepage — Confusing the head office location with its role
  8. 8. Home London Paris Rome
  9. 9. Global Rome Global Global London Paris
  10. 10. Profile Location = London Global London
  11. 11. Profile Location = Rome Global Rome
  12. 12. Personalised newsfeed stream
  13. 13. 2. Promoting silence
  14. 14. “Internal communication is the process by which the bosses tell everyone what is happening, followed by a feedback stage where everyone can tell the bosses what is really happening.” —Guy Browning
  15. 15. 2. Promoting Silence — Only letting Comms professionals write content • Other people might say something wrong — Not letting employees talk about their concerns • Or only asking every 2 years — Believing we can’t do it yet • We don’t have SharePoint 2013 / Yammer
  16. 16. How many comments do you get on your news stories?
  17. 17. Two way conversations… — Encourage leaders to join ‘normal’ discussions — Solve company problems openly — Blogs / News comments • End posts with a question or an opinion • ‘Seed’ discussion responses • Not every executive is cut out for blogging • Consider ‘baton passing’ between execs For more: www.clearbox.co.uk/executive-blogging-how-to-get-started/
  18. 18. Don’t ignore My Sites
  19. 19. The value of Profiles & Activity Streams — The interface between the individual and the organisation — Individual context in a virtual world — People > People > Information an effective search route Screenshot courtesy of Oakley/Sitrion
  20. 20. Community case study – Cap Gemini Non-­‐work 11% Opinion & clarifica3on 39% Solve specific problem 7% Informa3on Sharing 11% Updates 15% Help find files / resources 10% Other 7%
  21. 21. Role of Newsfeed/Yammer - SAFARIS — Share a link. “Here is a link to the latest report on China Exports” — Ask a question. “Has anyone encountered this problem before, and if so, how was it solved?” — Find a resource. “Looking for a specialist in retirement benefits to help win a bid in Calgary.” — Answer a post. “Here are links to three relevant capability documents in the qualifications database.” — Recognize a colleague. “Thanks to @dpalmer for hosting an excellent planning session today.” — Inform about your activities. “Will be in the Philadelphia office today; does anyone wish to meet?” — Suggest an idea. “Local office TV screens should display the Latest news.” Source: Deloitte
  22. 22. 3.Making it all talk
  23. 23. Things on an intranet home page Things people want from an intranet Message from CEO Quarterly results Phone numbers Rumours For sale & wanted My own documents Bonus calculation Lunch menu Expense forms Photos of office party Pictures of SVPs Mission statement Stock price Weather
  24. 24. 3. Making it all talk — Filling the homepage with news — Making people go some other place for: • Expenses • Room booking etc. — Not letting work get in the way: • Finding people skills • Collaboration
  25. 25. News Interactive Services
  26. 26. Embedded collaboration - Woods Bagot
  27. 27. Who sponsors your SharePoint intranet?
  28. 28. Who leads your intranet? Organisation Need Intranet Flavour Sponsor Improve communication 2-way, same message for all Communication Comms Corp Affairs Work effectively across silos Collaboration HR IT Reduce operating costs Services Finance "One Company" initiatives Communication Comms Corp Affairs Improve Capability of a Function (e.g. Marketing, Sales, R&D) Knowledge Management Head of Function Support flexible working Digital Workplace HR See: www.clearbox.co.uk/what-flavour-is-your-intranet/
  29. 29. 4. Hiding all the good stuff
  30. 30. 75% said finding the right information critical to organization’s business goals and success — Findwise survey 2012
  31. 31. 14% said finding the right information was ‘very’ or ‘fairly’ easy — Findwise survey 2012
  32. 32. 4. Hiding all the good stuff — Structuring content by who provides it — Putting a big “search all” box on the main page — Keeping the best bits on your personal drive • Email the whole department if a document ever changes
  33. 33. Why is finding SharePoint content so hard?
  34. 34. Why finding stuff is hard… — Lack of active search management — Takes dedicated resource — Content owners don’t care — Poorly structured content & page layout — Search is much harder than on the Web • Fewer providers – more gaps • Lots of similar hits • Content in documents, not web pages • Popularity doesn’t help
  35. 35. Should you delete most of your SharePoint content?
  36. 36. Finding information is a combination of approaches Search Alert Browse From “Enterprise Search” by Martin White (2012)
  37. 37. Tips to improve search — Share analytics and failure-to-find with content owners — Put a feedback form on your results page — Use managed metadata, but mandate sparingly — Define synonyms — Use entity extraction for terms specific to your org — Custom dictionary — All department names — All your product names — Promote library-level searches
  38. 38. Use find and filter to help in libraries Search within library if large Choose columns for sorting You can add advanced filters
  39. 39. 5. No channel strategy
  40. 40. A scenario: Imagine your company is moving its head office and staff to a new location 20km away What are the ways in which you could use SharePoint to help plan and communicate this? — Who needs to know what? — How much detail?
  41. 41. 5. No channel strategy — Overloading employees • News announcement • Email about the news article • Manager cascade • Yammer post — Treating SharePoint as a single channel More: http://kilobox.net/2726
  42. 42. 6. Confusing communication & collaboration
  43. 43. SharePoint Pyramid Team collaboration Team or Wiki site Teams My Site, OneDrive C: Drive Personal Group Intranet Publishing site Every-one Department Site Team or Publishing Site Peers Communicating Collaborating
  44. 44. Collaborating or Communicating? Team collaboration Team site Teams X Personal Group Intranet Publishing site Every-one Department Site Team or Publishing Site Peers X X X X X ? ? ? ? ? My Site, OneDrive C: Drive
  45. 45. 6b. Planning SharePoint in isolation hours days weeks months years suitability Phone IM Video / Web Conf / Lync duration of collab. Yammer / Chatter / Tibbr etc. Doc Management email Team sites mins. ?
  46. 46. 7. Too little governance
  47. 47. Governance Survey % agree 80 70 60 50 40 30 20 10 0 Governance is important We have well defined governance http://www.slideshare.net/echo4sharepoint/sharepoint-governance-maturity-benchmark-infographic
  48. 48. 7. Too little governance — Random inconsistencies — Team site sprawl — Graveyard sites — Only technical governance – defend the platform at all costs!
  49. 49. “Good governance is like having good brakes on a car, they make it safer to go faster” --Ralph O’Brien
  50. 50. “No you can’t use rotating gif images on your homepage”
  51. 51. 71/2. Too much governance
  52. 52. You only need a 200 page governance document if you plan to hit somebody with it as a means of enforcement
  53. 53. Balanced governance Policy People Templates Monitoring Training • Governance is about the day-to-day realization of your strategy • Governance is about changing behaviour
  54. 54. Creating intranet content guide — Free download: www.clearbox.co.uk/ intranet_content/ — 10 sections on: • Headlines • Images • Page layout • Social content • Mobile content
  55. 55. 8. Excluding half your workforce
  56. 56. 8. Excluding half your workforce — Not worrying about factory people — Not worrying about mobile workers — Locking out partners and contractors
  57. 57. Barclays mobile
  58. 58. Hubbit
  59. 59. Beem
  60. 60. 9. Only planning the launch
  61. 61. “Our new intranet based on SharePoint 2007 will help us connect, communicate and collaborate more effectively. It will help us share knowledge, find information and break down silos”
  62. 62. “Our new intranet based on SharePoint 2007 2013 will help us connect, communicate and collaborate more effectively. It will help us share knowledge, find information and break down silos”
  63. 63. 3 Things that are hard to kill
  64. 64. 80% of organisations with SharePoint continue emailing documents back and forth -- Usamp survey 2010
  65. 65. Harmon.ie example
  66. 66. 9. Post-launch planning — SharePoint intranets are like launching a magazine, not a book — Don’t think ‘project’ think ‘service’ — Have a CoE that provides internal consultancy, implementation and support — Budget for future customizations and add-ons For more see: www.clearbox.co.uk/what-to-do-after-the-launch-of-your-intranet-part-1/
  67. 67. 10. No strategy
  68. 68. SharePoint is like a Swiss army knife...
  69. 69. ...but if only it was that simple
  70. 70. Users should experience SharePoint as something configured to their specific needs
  71. 71. Single place to collaborate Capability Benefit Outcome “One” Organisation Strategic Feature Goals All employees Single identity see same msg. Corp-­‐Wide News Hub Comms 2-­‐way comms Employee Community engagement discussions Less churn Customer satisfaction Time savings Response times faster Better stock Fewer outages SAP Dashboard control Quicker access to data Flexible project resourcing Best people on Team Sites a task Benefits mapping
  72. 72. A good SharePoint strategy… • Sets out how SharePoint supports the organisation’s strategy • Is responsive to changes in business need • Has clear, time-bound milestones • Addresses people and behaviour issues
  73. 73. 1.1 1.4 1.3 1.2 1.0 2.4 2.0 3.0 Big launch strategy 2.1 2.3 2.2
  74. 74. Idea Feasibility Pilot Review Scale Continuous evolution strategy
  75. 75. Questions to ask when SP comes along
  76. 76. Questions to ask when SP comes along Strategy & Governance 1. What does the business want to achieve with SharePoint? 2. What goals does it support? What problems does it solve? 3. Who owns overall strategy? 4. What metrics and KPIs will we have? 5. What ROI do we need to demonstrate? Design 1. What navigation structure do we need? 2. What are the standards for branding and templates for layout? For team sites too? 3. What permissions and security model do we need?
  77. 77. Questions to ask when SP comes along Launch and expansion 1. What content needs migrating? Who is responsible? 2. What features will be available immediately? 3. What is the roadmap for adding more features? 4. What process is used for deciding the roadmap? 5. What training will be needed? Operations 1. What are the criteria for getting a site? 2. What are the criteria for removing a site? 3. Who decides? 4. What are the responsibilities for being a site or content owner? 5. How robust must the system be (from a business perspective)
  78. 78. THANK YOU! www.clearbox.co.uk @sammarshall

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