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Don’t	Make	Us	Think:
Getting	SharePoint	to	be	
Useful,	Usable,	and	Used
Kevin	Parker,	CIP
Sr.	Enterprise	Information	Architect	at	NEOSTEK
@JKevinParker
@JKevinParker
Introduction
Don’t	Make	Us	Think:	
Getting	SharePoint	to	be	Useful,	Usable,	and	Used
@JKevinParker
In	this	session,	we’ll	explore	how	to:
• Plan	useful	site	types	that	meet	your	business	
needs
• Plan	usable	content,	navigation,	and	search
• Promote	user	adoption	with	communication,	
learning,	and	support
@JKevinParker
User	Adoption	in	ContextStrategy
What	are	we	
trying	to	
accomplish?	
What	are	
the	Critical
Success	
Factors?
Architecture
How	do	we	
organize	and	
structure	
things?
Governance
How	do	we	
get	people	
to	use	it	in	
the	ways	we	
intend?
Implementation
How	do	we	
build	it	out	
and	get	
users	
started?
Operation
How	do	we	
support	
users	and	
drive	
adoption?
Security,	Privacy,	Management,	Business	Continuity,	Retention,	Compliance,	Etc.
User	Adoption
@JKevinParker
Success	=	Adoption
Make	it Useful
Meet	business	
needs	with	
good	
architecture
Make	it	Usable
Design	for	
usability	and	
accessibility
Get	it	Used
Promote	user	
adoption	with	
communication,	
learning,	and	
support
@JKevinParker
Make	it	Useful:
Plan	site	and	list	types	that	meet	
your	business	needs
Don’t	Make	Us	Think:	
Getting	SharePoint	to	be	Useful,	Usable,	and	Used
@JKevinParker
What	Makes	a	Solution	Useful?
• Meets	real	business	needs
• Simplifies	work	processes
• Improves	efficiency
• Improves	quality
• Improves	accountability
• Lets	staff	and	leadership	do	their	jobs!
@JKevinParker
First	Things	First:	Name	It
• Don’t	call	it	“SharePoint”.	Come	up	with	a	non-
product-specific	name.
• Make	it	simple	and	easy	for	people	to	remember.
• Examples:
– Inside	Acme	(inside.acme.tld)
– Acme	Connect	(connect.acme.tld)
– Acme	Hub	(hub.acme.tld)
– Acme	Central	(central.acme.tld)
@JKevinParker
Identify	Business	Needs
Business	Need Description Scope
Intranet Communication and	knowledge	
management	for	the	organization
Organization
Collaboration Collaboration	spaces for	units	and	teams Units	&	Teams
Content	&	Case	
Management
Document and	content	management	for	
specific	business	processes
Business	Process
Records	
Management
Records	repository with	appropriate	
controls	and	retention	management
Organization
@JKevinParker
Plan	Site	Types	by	Business	Need
Business	Need Site	Types
Intranet Enterprise	wiki	(or	other	publishing	site	type)
Blog	site
Collaboration Team	sites	(preconfigured	for	your	teams)
Project	sites	(preconfigured	for	your	projects)
Content	&	Case	
Management
Document	center	site	collections
Case	sites	(special	preconfigured subsites)
Records	Management Records	center	site collections
@JKevinParker
When	You	Don’t	Plan:	Ad	Hoc	Sprawl
@JKevinParker
When	You	Don’t	Plan:	Ad	Hoc	Sprawl
@JKevinParker
Plan	Site	Collections
SharePoint
Farm
Main	Web	
App
Web	Application
Intranet
Site	Collection
Search	
Center
Site	Collection
/teams/
Managed	Path
Executive	
Office
Site	Collection
Line	of	
Business	X
Site	Collection
Line	of	
Business	Y
Site	Collection
Accounting
Site	Collection
Legal
Site	Collection
Human	
Resources
Site	Collection
IM	&	IT
Site	Collection
Cross-Org	
Teams
Site	Collection
/sites/
Managed	Path
Content	
Type	Hub
Site	Collection
Document	
Center	X
Site	Collection
Document	
Center	Y
Site	Collection
Records	
Center
Web	Application
Records	
Center	1
Site	Collection
Records	
Center	2
Site	Collection
My	Sites
Web	Application
Collaboration:	Each	top-level	
organizational	unit	gets	a	team	
site	collection	with	its	own	
content	database:
• Ensure	information	isolation	
by	group
• Provide	for	growth	and	
maintenance
• Allow	smaller	teams	to	have	
subsites	with	unique	
permissions
• Create	subsites	in	a	special	
site	collection	for	cross-org	
teams
@JKevinParker
Some	Ways	to	Organize	Sites
• Organize	by	Unit:
– Site	Collection	for	each	department	or	division
– Subsites	for	teams	and	projects
• Organize	by	Site	Type:
– Site	Collections	for	specific	site	types
– Subsites	for	specific	instances	of	site	types
• Organize	by	Program:
– Site	Collection	for	each	program
– Subsites	for	teams	and	projects
@JKevinParker
Use	a	Content	Type	Hub
• Centrally	manage	content	types	and	site	
columns.
• Centrally	manage	information	policies	tied	to	
content	types.
• Publish	changes	across	all	site	collections	that	
use	these	content	types.
@JKevinParker
Create	Reusable	List	Types
• Leverage	content	types	and	site	columns	in	
the	content	type	hub	to	create	reusable	lists.
• Keep	metadata	columns	consistent	across	all	
sites.
• Keep	information	management	policies	
consistent.
@JKevinParker
Determine	What	Goes	Where
Information	for	
everyone
Goes	on	the	
intranet or	
unit-owned	
intranet	
subsite
Information	just	
for	our	team
Goes	in	the	
team’s	site	
collection	or	
subsite
Information	
related	to	a	
process
Goes	in	the
case	or	
document	
management	
site
Information	to	be	
kept	as	records
Goes	in	the	
appropriate	
records	center
@JKevinParker
Make	it	Usable:
Plan	usable	content,	navigation,	
and	search
Don’t	Make	Us	Think:	
Getting	SharePoint	to	be	Useful,	Usable,	and	Used
@JKevinParker
Some	Basic	Rules	of	Usability
Krug’s	first	law	of	usability:
• “Don’t	make	me	think.”
More	principles:
• Make	and	keep	only	the	information	
you	need,	and	eliminate	ROT	
(Redundant,	Obsolete,	Trivial).
• Make	it	easy	to	put	information	in	the	
right	SPOT	(Single	Point	Of	Truth).
• Make	information	findable.
• Make	it	all	accessible. Check	out	Don’t	Make	Me	
Think by	Steve	Krug
@JKevinParker
Make	Usable	Content	and	Pages
• Use	clear	page	titles	and	headings	(h1,	h2,	h3).
• Omit	unnecessary words.
• Use	clear	links	and	labels	(including	navigation).
• Make	text	readable	(high	contrast,	not	too	small,	
columns	not	too	wide).
• Learn	to	love	white	space	(you	don’t	pay	by	the	
pixel).
@JKevinParker
Make	it	Clear	What	Goes	Where
Information	for	
everyone?
Put	it	on	the	
intranet or	
unit-owned	
intranet	
subsite
Information	just	
for	our	team?
Put	it	in	the	
team’s	site	
collection	or	
subsite
Information	
related	to	a	
process?
Put	it	in	the
case	or	
document	
management	
site
Information	to	be	
kept	as	records?
Put	it	in	the	
appropriate	
records	center
(Better	yet,
automate	this!)
@JKevinParker
Plan	Usable	Navigation
• Make	the	logo link	back	to	the	intranet	home	page	across	
all	site	types	and	site	collections	(in	the	master	page).
• Make	top-level (global)	navigation	consistent	across	
intranet	pages	and	subsites.
• Context (quick	launch)	navigation	can	vary	based	on	
location.
• Make	it	easy	to	get	from	a	team’s	collaboration	site	to	their	
intranet	site.
• Create	a	clear	site	map	and/or	index for	site	collections	and	
subsites.
@JKevinParker
Improve	Search
• Use	search	analytics	to	determine	what	people	
are	searching	for	and	finding	(or	not).
• Leverage	SharePoint	search	features:
– Results	Types
– Display	Templates
– Results	Refiners
– Query	Suggestions
• Plan	on	continuous	improvement	for	search.
@JKevinParker
Get	it	Used:
Promote	adoption	by	supporting	
your	user	community
Don’t	Make	Us	Think:	
Getting	SharePoint	to	be	Useful,	Usable,	and	Used
@JKevinParker
Promote	User	Adoption
• Communication
• Learning	Resources
• Support
• Change	Management
@JKevinParker
Communicate
• Leverage	existing	corporate	communications	
channels	to	market	the	solution,	both	before	
and	after	implementation.
• Use	the	intranet	to	communicate	to	users	
about	how	to	use	the	solution,	where	things	
go,	how	to	get	help,	etc.
@JKevinParker
Provide	Learning	Resources
• Create	simple	wiki	tutorial	pages	in	each	site	to	explain	
how	to	do	things	on	that	site—and	keep	these	current.
• Provide	live	and/or	video	tutorials	specific	to	how	to	do	
things	on	your	sites.
• Host	user	group	meetings.
• Create	a	“center	of	excellence”	site	for	knowledge	
management.
• DO	NOT	provide	generic	SharePoint	training	to	users.
@JKevinParker
Provide	Support
• The	help	desk	must	be	capable	of	supporting	
the	solution	(or	routing	to	those	who	can).
• Provide	types	of	support:
– Site	planning	and	setup	(initial	and	improvements)
– Records	and	information	management	guidance
– Access	and	permission	levels	(on/off	boarding)
– Incident	response
@JKevinParker
Manage	Change
• When	first	implementing,	plan	migration	for	
information,	processes,	AND	people.
• Monitor	analytics	and	reports	to	improve	
capacity,	performance,	service	applications,	
search,	navigation,	etc.
• Communicate	and	coordinate	maintenance	
windows	and	any	service	changes.
@JKevinParker
Leverage	a	Center	of	Excellence	Site
Connect	Central
Blog
§ News
§ Updates
§ Announcements
Wiki
§ How-to	guides
§ Learning	resources
§ Standards
§ Policies
Forum
§ Support
§ Ask	the	experts
@JKevinParker
Final	Thought:
“Build	it,	and	they	will	come?”	That	only	works	
in	movies.
Instead,	make	your	solution	the	“path	of	least	
resistance.”	Make	it	so	simple	that	they	don’t	
have	to	think	about	how things	work.	They	just	
work.
Make	it	useful,	usable,	and	used.
Kevin	Parker,	CIP
www.neostek.com
twitter.com/JKevinParker
www.linkedin.com/in/JKevinParker
www.JKevinParker.com

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