Uploaded bySam Marshall
Deepening SharePoint User Adoption
The document discusses strategies for improving user adoption of SharePoint and intranet systems in organizations, highlighting the challenges faced due to low engagement rates and employee reluctance to adopt new tools. It emphasizes the importance of understanding employee needs, simplifying processes, and encouraging participation through communication and support. Additionally, it presents methods for fostering collaboration and ensuring effective use of the platform to meet strategic goals.
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Deepening SharePoint User Adoption
- 1. www.clearbox.co.uk @sammarshall Deepening SharePoint user adoption Congres SharePoint 2014
- 2. Sam Marshall Directorof ClearBox Consulting — 15 years intranet and digital workplace — Former global portal manager at Unilever — SharePoint & Intranet • Strategy • Adoption • Internal Comms & Collaboration sam@clearbox.co.uk www.clearbox.co.uk @sammarshall
- 3. ClearBox Consulting Intranet,SharePoint and digital workplace: — Strategy — Governance — Collaboration — Communities — Adoption — Training
- 5. Dear Jeremy Iwork for a national charity with about 4,000 employees across a range of UK sites. The organisation has recently told all staff they must complete a "personal profile" with headings such as, "What's important to me" and, "How best to support me" which will be available on the intranet to all its employees. Team leaders and site managers know staff very well at my site, and I can reasonably guess this is true at other sites, so the rationale seems invalid. A manager has said it's mandatory to complete this, but if I feel uncomfortable doing so, can they enforce this?
- 6. I think it'sa nerve for an employer to ask for this kind of thing. Who the hell do they think they are?! They're probably planning to get rid of some employees and are using this to decide who to boot out. Be very careful how you answer the questions. When you have completed your fictional profile, with the appropriate bullshit bingo words, do make sure to make use of everyone else's profile, by asking them for assistance in your work of taxidermy of parrots, banging in little metal bottle tops on floors etc. Then make a point of contacting management on a regular basis to tell them how helpful you have found the new system. Try to use their profiles more than anyone else's.
- 7.
- 8. Half the firmssaid they’d achieved less than 20% uptake of their social collaboration platforms – Dachis Group survey 2012 Use of social tools gets so far then stalls
- 9. 80% of organisationswith SharePoint continue emailing documents back and forth -- Usamp survey 2010 Only a fraction of SharePoint gets used
- 10. What does ‘goodadoption’ look like in SharePoint analytics?
- 11. What matters isthat employees are productive
- 12. Single place to collaborate Capability Benefit Outcome Strategic Goals Feature “One” Organisation Single identity All employees see same msg. Corp-‐Wide News Hub Comms 2-‐way comms Employee engagement Community discussions Less churn Customer satisfaction Time savings Response times faster Fewer outages Better stock control Supply Dashboard Quicker access to data Flexible project resourcing Best people Team Sites on a task Benefits mapping
- 13. Does this meanyour employees will care too? Maybe... intranet team Employee
- 14. 25% office workersbored ‘most of the time’ “...they resort to minor acts of vandalism and stealing post-it notes for stimulation” (it’s not just a SharePoint issue)
- 15. How should wethink about “Adoption?”
- 16. What’s the differencebetween… Read Corporate news Update Time sheet Find Holiday entitlement policy Read Lunch menu Give help in an expert community Update Sales Data Make an expense claim
- 17. Adoption isn’t onething but many
- 18. People are alsonot just one thing but many!
- 19. Karin Age: 38 Role: IT Project Manager Area: Operations Seniority: Manager Location: Edinburgh Time with company: 6 years Background: Karin is from Stockholm and is responsible for managing internal IT projects. Most of her work is around creating proposals, ensuring progress against milestones and co-ordinating across related projects. Attitude to technology: Highly competent. Karin brings her own iPad into work and is often an early-adopter of internet trends. Attitude to the intranet: She feels it is outdated and frustrating. For her SharePoint is where she does ‘work’. Frequency of intranet use: Karin uses the intranet mostly to access services and sometimes to read corporate news. Would use intranet more if it... Had a more social feel to it with a way to ask questions of other IT people around the company. Collaboration needs: Karin’s team work in multiple locations. She uses email and SharePoint extensively, with daily teleconferences and frequent webinars.
- 20. What matters mostin intranet success: The people side or the technology side?
- 21. Adoption team IT Balance of resources given to system vs. adoption
- 22. Many Change Managementmodels
- 23. “Quick! Use your team site or we’re doomed!” ‘Top Down’ change doesn’t work
- 24. Cost of adoptionfor 2nd half can be much higher Rogers’ Diffusion of Innovation Model
- 25. Planning adoption —Do we need to reach 100%? — What level of adoption will give ROI? — If late adopters/laggards must adopt — Can we commit the resources? — Do we have enough time?
- 26. Getting people tomake the leap
- 27. No matter howgood SharePoint is, if the basics aren’t right, it will fail
- 28. First: Remove thedissatisfiers What could you do to sabotage adoption of your SharePoint intranet? — Slow — Crashes — Unreliable content — Badly written content — Complex logins — Limit access to in-office PCs only
- 29. Creating intranet contentguide — Free download: www.clearbox.co.uk/ intranet_content/ — 10 sections on: — Headlines — Images — Page layout — Social content — Mobile content
- 30. Not just goodcontent or ease of use
- 31. SharePoint Appeal Showoff latest features Pilot access Let them experiment Exclusive preview Showcase their good work Recruit as champions Widespread comms – buzz Leaders set example Help & support Make it easier (reduce features) low-risk Talk to current adopters Refine based on earlier adoption lessons Give control over how & when ‘No commitment’ trial Take time to answer objections
- 32. 1. Relative advantage 2. Compatibility 3. Simplicity and ease of use 4. Trialability 5. Observability Five influencers
- 33. Relative Advantage —Is it better? — Save me time — Help my career — Intrinsically interesting — Good for the company? — Good for the community? — What are the risks? — Will there be donuts?* *may not be sustainable
- 34. Lundbeck “Get 15minutes” — How can we free up 15 minutes a day for each employee? — Collaboration team: — Talk with employees, watch how they collaborate — Experiment directly with the tools — Train individuals, teams & departments on subjects, not tools “Mastering your inbox”, “Optimize planning” — Quick guides, videos & wiki pages More at: www.clearbox.co.uk/?p=2616
- 35.
- 36. — Reduce socialrisk — Leaders set example — Managers visibly back it — ‘Adaptation’ is a key part of moving through the curve Reduce the disadvantages
- 37. — Is thiswhat ‘most’ people do? — Is this how our company works? — Have we tried something like it before successfully? — Are we “different” to people it has worked for so far? Compatible values & practices
- 38. Work SharePoint intocommon processes
- 39.
- 40. — Is therean easy idea to grasp? — Can I explain it using a scenario people already understand? — Can we launch a simplified version and slowly add features? — Can we re-design it to hide the complexity? Simplicity & ease of use
- 41. Coca-Cola simplified leavebooking
- 42. Office Online simplifiescheck in/out
- 43. • Using ashared workspace. • Building project history. • Attaching files in email. • Using email for discussions. • Storing content centrally. • Using collaboration tools. • Storing content locally. • Sending revisions in email. • Having online meetings. • Using shared workspaces. • Using pay-by-minute conferencing. • Booking up conference rooms. • Maintaining my profile. • Sharing my work. • Sending updates through email. • Storing my work locally.
- 44. Trialability — CanI experiment easily? — Roadshows — Demo sites — Can I go back if I don’t like it? — Go from Team site back to network drive?
- 45. Sandpit for safeexperimentation
- 46. Yam Jams Source:Microsoft Cloud 9 http://video.ch9.ms/sessions/spc/2014/SPC280.mp4
- 47. Observable Results —Can I see what others are doing? — Is it easy to discuss? — Are there colleagues I can talk to about it?
- 48.
- 49. SCANA Launch Plan — Teaser videos — Created 30 second ‘commercial’ videos as teasers and posted on old intranet prior to launch — Used employees as actors; filmed in office — “Ask me about The Edge” Champions — Created stickers and mailed them to Department Site Owners and pilot group testers to wear on launch day — Asked group to act as ambassadors and answer questions
- 50. How to getpeople to fill in their profile?
- 51. Dear Jeremy Iwork for a national charity with about 4,000 employees across a range of UK sites. The organisation has recently told all staff they must complete a "personal profile" with headings such as, "What's important to me" and, "How best to support me" which will be available on the intranet to all its employees. Team leaders and site managers know staff very well at my site, and I can reasonably guess this is true at other sites, so the rationale seems invalid. A manager has said it's mandatory to complete this, but if I feel uncomfortable doing so, can they enforce this?
- 52. Filling in MySite profiles — Relative Advantage — Pilot with people active in external social media – they know the benefits — Benefits to you: opportunities, recognition, shared hobbies, personalized portal — Benefits to company: find experts — Compatibility — Leaders set example by filling in profile first — Simplicity — Pre-fill with known data
- 53. Filling in MySite profiles — Trialability — Only ask for very small set of details — Users have full control over when and how to fill in — Observable — Celebrate ‘profile of the week’ — Show statistics of ‘Number of profiles completed’ — Only address laggards when majority have taken part to prove nothing bad happens
- 54. If all elsefails… make it funny
- 55. Summary 1. Whatare you asking people to do differently? 2. Who is affected? 3. How might they respond — change curve 4. How can we adapt the change — Advantage, compatibility, trialability etc. 5. Tools for — Communication — Training — Help and support 6. How do we monitor and sustain the change?
- 56. Intranet, SharePoint &Digital Workplace — Strategy — Governance — Implementation — Collaboration — Training www.clearbox.co.uk thank you @sammarshall sam@clearbox.co.uk
- 57. Back to oldhabits
- 58. Why do peoplerevert to old ways? — Change to the relative advantage — SharePoint outages destroy trust in availability — Search worsens as content sprawls — Ease of use deteriorates — SharePoint site growth makes it harder to navigate — Extra security layer makes logging in worse — Expected value never happens — Gave feedback on exec blog but no response — Value conflict — Engineer shares knowledge with ‘rival’ team but resented by peers — Having open team site leads to presentation misunderstood