SharePoint End User Training and Adoption Strategies - SP Intersection

Conquer the chaos of end user
support and drive SharePoint
adoption
Asif Rehmani
SharePoint MVP and MCT
SharePoint-Videos.com

© DEVintersection. All rights reserved.
2 http://www.DEVintersection.com
Asif Rehmani
CEO and Founder
VisualSP / SharePoint-Videos.com
Chicago
USA
Contact
@asifrehmani
asif@sharepointElearning.com
www.sharepoint-videos.com
Author
Trainer and
Consultant
SharePoint
MVP, MCT
Conference
Speaker

VisualSP Help System
www.VisualSP.com
in-context and on-demand Help for
SharePoint users –
SharePoint 2010, 2013, Online
Context sensitive Help items:
• Videos • Images/Screenshots
• Documents • Links

1 Year access to
890+
SharePoint
Video Tutorials
Giveaways for today’s session

Target audience for this session:
Intranet/Web Content Manager
Communications Specialist
Portal Solutions Manager
SharePoint Guy/Gal

Agenda
Discuss why we should care about ‘Adoption’
Overview of current end user support challenges
Strategies to overcome those challenges
Raffle at the end

http://www.DEVintersection.com
What can SharePoint do for
You!

8
1. Make you look like a
super hero
2. Progress your career
3. Help you get a job in
any industry vertical
you choose
1. Make you look
completely foolish
2. Get you fired
3. Make you change your
career and go to a
different industry

A quick story about technology adoption
The story of a beautiful looking Intranet
that didn’t help users

Why is adoption of a
technology by Information
Workers so important!?

We built it, but not many came 

Adoption of any new technology
A new product has to offer a 9x improvement* over the
existing solution in order to be easily adopted.
12
*Source: Harvard Business School Publishing, 2004

Poll: What SharePoint version are you on?
(or navigating towards)
2013
2010
2007
Earlier

Is SharePoint up for the job?

What can SharePoint do?
 Collaboration
 Document management
 Internal Social Network
 Forms
 Process Automation
(Workflows)
 Business Intelligence
 Reporting
 Search
 Metadata Management
 …
Super secret
 The next version will even
make coffee!

SharePoint Intranet Designs
Source:
http://www.steptwo.com.au/columntwo/make-sharepoint-intranets-beautiful/

Best rated intranets of 2013
70% of 2013 top 10 winners used SharePoint*
* Nielsen Norman Group (expertise in user experience research)
http://www.nngroup.com/articles/intranet-design/

Looks like SharePoint is up for
the job

Who is an End User?

Information Worker / End User –
 A person who uses information to assist in making decisions or
End User vs Power User
taking actions
Power Users –
 Computer user who uses advanced features of programs which are
not used by the average user (information worker)

‘End Users’ – according to webopedia
"The final or ultimate user of a computer system. The end user is the
individual who uses the product after it has been fully developed and
marketed… users who require a bug-free and finished product… The
term end user usually implies an individual with a relatively low level of
computer expertise…"

Current SharePoint end user
support and software
adoption challenges

SharePoint support person point of view
2. I don’t have enough hours in the day to support SharePoint users
1. Users ask the same question again and again
and do my ‘real’ job
3. SharePoint is just one of the ‘x’ systems I support
4. People keep going back to the old way of doing things and not using
and adopting our Awesome Intranet the right way
Audience: You guys have anymore you want to share?

Coming up:
The quick solution to End
User Adoption

1. I like the way we are currently doing things. Why change it?
End User point of view
2. I don’t want to learn a new technology/software
What they are Really saying is:
WIIFM - What’s In It For Me?

Remember the magic created with this device?
How did it happen?

Components of SharePoint Adoption
1. Get an Executive sponsor
2. End User Training and Support
3. Empowering the Help Desk
4. Building ‘no-code’ solutions and creating ‘no-code’ developers in-house
5. Keep things Fresh!

Executive Sponsorship

Follow the leader
 Top down support is a Must!
(otherwise, you might as well call it quits now)
 Employees model the behavior of the leader

Question
What can an Executive do to
show his/her support for
SharePoint initiatives?

 Have executives refuse to accept emails with too many attachments
 Have CXO answer one submitted question a week on the front page
Executive Support in Action
 Public proclamation of support and vision for
SharePoint based initiatives
 At least one executive should have an internal
active blog
or large attachments or to too many people
of portal

End User Training and Support
“If you build it, they will come” is sadly not true for SharePoint

Understand before being understood
Seemingly simple things to You might not be as simple to Them
Empathy for end users is the key!
What’s in it for them? Why should they care?

What users experience when they come across
something they don’t understand in SharePoint
Example
A user sees that a document is checked out in a document library. This
person wanted to edit this document.
Steps they take:
1) Look around on the page for any info on what that means and what
they can do
2) Ask someone nearby
3) Google/Bing it
4) Email or call help desk
5) Give up (go back to the old system, ask someone else to do it)

1. Communicate business goals – weeks or months in advance
Sequence of 'training' end users
of a new initiative
2. Clarify how the changes apply to their role
3. Train on software/technology (this usually comes first
unfortunately)

Cost of “training” users the traditional way
Approx. $115 / user (not counting the time off from work)
for an average 2 day training
Size of Organization Total cost of 2 day training
for end users
500 $57,500
1,000 $115,000
2,000 $230,000
5,000 $575,000
10,000 $1,150,000

After two days of training, people
remember
10% of what they read
20% of what they hear
30% of what they see
Copyright 1999 Open-Book Management Inc.
A thorough end users Training on SharePoint is a
waste of time - Theirs and Yours
Instead…
• Provide kick off/intro training, then frequent awareness sessions in
A Bold statement coming up…
form of lunch and learns
• Provide on-demand quick help - tip sheets, video tutorials and
reference documents when users need them
• Provide a reference Knowledge Portal – online or on-premise

Implement Quick Wins

Identify true pain points and focus in on them
(sounds easy, right?)

Build Powerful and easy to
maintain solutions

Questions to ask yourself
Correct questions
 What do our users need?
 What does our business need?
 What’s the return on investment long term for those solutions?
 Whose going to maintain
Incorrect questions
 What can SharePoint do?
 How much is the initial cost of the solution?
42

What can SharePoint do for your business?
 Human resource on-boarding process
 Vacation scheduling system
 Vendor management portal
 Employee training scheduling and materials
 Business performance reporting
 Company knowledge base
 Help desk portal
 Inventory tracking
 …

Build no-code solutions

Why go ‘no-code’?
 Possibilities of what you can do are Enormous!
 Quick learning curve
 Easier ongoing management of solution
 Delegate responsibility easily

SharePoint Designer
Manipulating Data and List Views
2010

SharePoint Designer 2013
Workflows
Automate business processes

Powerful No-Code
Apps
Access apps for easy
development

Self Service Powerful
Search
Empower users to
discover information

Powerful no-code forms
InfoPath based web forms

Dynamic
Dashboards
PowerView to visualize data

More Dashboards
PerformancePoint Dashboard
Designer

And more Dashboards
SQL Server PowerPivot

Project Management
Utilize Project Server to
manage projects

Use Geolocation column for live mapping
 Show maps directly within lists and libraries

How do I practice my ideas and concepts?
Watch free videos at:
 http://sharepoint-videos.com/video-categories/
all-free-videos/
 Get a 30 day trial of Office 365
56

Empowering the Help Desk

 Big companies: an internal Help Desk is responsible to deal with All
Technology Help Desk
end user technical issues
 Small to Medium size companies: sometimes the Help Desk is
outsourced
 Small companies: It’s Joe or Sarah who is The Help Desk
Are you ‘Joe’ or ‘Sarah’ in your company?

1 full time support person every 5,000 people
assuming they generate about 25 to 30
problem tickets per week
Help Desk resource need

 Formal training on SharePoint at the Power User level – browser
Providing Help to the Help Desk
and no-code
 Ability to tap into available knowledge base as needed
 Wiki pages and documentation
 Video tutorials
 Established connections with department/team evangelists
 Online resources
 Remote consultation with SharePoint experts

Keeping it Fresh!

 SharePoint doesn’t drive culture change, People do! Empower them!
Sense of Accountability
 Place owner info on every page
 provides accountability
 creates End Users 'comfort' - someone is out there who can help

 30 for 30 – give us 30 mins and we’ll teach
Food related events
 SharePointOberfest (Oktoberfest)
 CollaBOOration (Halloween)
 SharePointgiving (Thanksgiving)
you 30 things (Lunch & Learn)

Mini launch and re-launch events
Currently our Intranet is like
But a new one is on the horizon!

Useful Widgets on home page
 Weather
 Traffic
 Thought of the day

Almost Raffle time

 Provide end users the Help they need when they
need it
 Enjoy building awesome no-code solutions on
SharePoint
Call to Action
 Empathize with the end user

Access to All videos on
SharePoint-Videos.com
• Hundreds of no-code video tutorials
• Fully narrated by SharePoint experts
SharePoint topics covered
End User SharePoint Site Administration
InfoPath SharePoint Designer
Workflows Branding
Project management Metadata Management
Access and Access Services Records Management
Business Connectivity Services Search
Reporting JavaScript customizations

Questions?
Don’t forget to enter your evaluation
of this session using EventBoard!
Thank you!
Asif Rehmani
@asifrehmani
asif@sharepointElearning.com

SharePoint End User Training and Adoption Strategies - SP Intersection

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