Technical Class: Tuesday, March 5 8:30 AM - 9:45 AM

1. From Vision to Reality: It Doesn't Take Magic to Get
SharePoint User Adoption
March 5, 2013
©2013 SUSAN HANLEY LLC

2. Be prepared
http://www.fema.gov/es/comment/1967
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3. Are we sure?
User Adoption
User Engagement
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4. But wait, then why are we here?
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5. For typical intranet and collaboration solutions, we often define results in
platitudes
We can find We are not re-
We know what
content and inventing the
we know
expertise wheel
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6. Results mean …
 The average time to on-board a new employee went from 3 months to 3 weeks
 Customer satisfaction scores increased by 20%
 Average profitability per client engagement increased by 10%
 Revenue increased by 10% with no increase in headcount
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7. Secret # 1: Adoption is not the end game
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8. About Me
• President, Susan Hanley LLC
• Led national Portals,
Management Collaboration,
and Content practice for Dell
• Director of Knowledge
Management at American
Management Systems
• Governance
• User Adoption
• Metrics
• Information Architecture
• Knowledge Management
• Portals
• Collaboration Solutions sue@susanhanley.com
susanhanley

9. We built it, why don’t users just come?
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10. 10

11. Features that engage
 Likes and Ratings Chapter_07_User_Adoption.docx
 Recognition in Author Site
 Feedback
 Helpful Hints
 Search that works!
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12. Engaging Search Features in SharePoint 2013
 Content “inside”
 Metadata preview
 Date last edited
 Count of views
 Document headings
 View library

13. Content that engages
 Well-written
 Text easy to scan
 Tips for writing great content for SharePoint
 Accurate, useful, timely, relevant
 No distracting images or banners
 Addresses the point
http://tiny.cc/ContentAuthoring
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14. Secret # 3: It’s personal
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15. Adoption in Four Words
Me
Mine
Ours
Focused
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16. 16

17. Why is it difficult to adopt new technologies?
Delayed No Squishy
Gratification Guarantees Benefits
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18. The 9X Effect
A new product has to
offer a 9 X
improvement over the
existing solution in order
to be immediately or
easily adopted.*
*Gourville, John T., “Why Consumers Don’t Buy: The Psychology of New Product Adoption.” Harvard Business School
Note #504-056 (Boston: Harvard Business School Publishing, 2004).
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19. 19

20. Why is change so hard?
 Comfort with the status quo
 “This is how we’ve always done it … and it works for me.”
 Discomfort with being forced to change
 “I’m not broken, why are you trying to fix me?”
 No personal benefit
 “Sure, I see why the big-wigs would want this, but what’s
in it for me?”
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21. How does change impact your adoption plan?
Engagement
DEGREE OF CHANGE
Communications and Training
ADOPTION PLAN
FOCUS 21

22. Ease in to change
 Start small
 Keep it simple
 Consider your culture
 Consider the “long
wow”– help users
create new habits
 Identify and engage
your Mikeys
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23. Secret # 6: It’s all about comfort 23

24. Have a training roadmap – to increase user comfort
Don’t assume it’s intuitive Adapt to the style of
the learner
One size does not fit all
Don’t try to train all at once
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25. Supplement with timely, recurring fun …
 SharePointoberfest - inebriate
while you collaborate!
 CollaBOOration - A Ghoulish
Guide to Metadata
 SharePointgiving - Give thanks to
document workflow and approval
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26. 26

27. Just the facts
Communications Communication
planning does not needs to be
end at solution persistent
launch
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28. Launch ideas that worked … mostly
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29. Launch Video
http://www.scoop.it/t/intranet-launch-videos-and-teasers
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30. Persistent communications that rocked
Connect:
30 for 30
It’s like having
your very own
super hero utility
belt -- with no Get Sharp on
need for the
super hero tights. SharePoint
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31. Tested ideas for your communications plan
 Leverage existing meetings and events
 Create (and use) an “anecdote” bank
 Target your messages
 Did you know …? rotating message (tip of the day)
 Portal Minute at the start of company meetings
 “Look what they did” success stories
 Cafeteria table toppers
 Message board/break room/elevator bank announcements or posters
 Desktop wallpaper
 Usability testing
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32. Secret # 8: It’s about support
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33. It takes a village
Pilot team
Seed the organization
Volunteers
with evangelists Employee advocates
Office hours
Plan ongoing support Center of Excellence
Training and Documentation
Make sure the help desk
is prepared
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34. Secret # 9: It’s about fun! 34

35. Incentives and rewards help kick-start
 Key Influencer Strategy
 Someone important
 Model the behavior
 Fun Stuff
 Scavenger Hunt
 Launch Video
 Points, Badges, Prizes
 Five for Five
 “Profile Week”
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36. More fun
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37. But be careful … some homework
http://www.youtube.com/watch?v=u6XAPnuFjJc 37

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39. Allow users to provide feedback
 User feedback helps identify where you’ve got adoption challenges
 Provide an opportunity to provide feedback on every page of your site
 Get up out of your desk and ASK for feedback!
 Conduct usability tests and LISTEN to what people say but WATCH what they do
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40. Secret # 11: You’re never done
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41. Secret # 12: It’s about sharing
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42. The Twelve Secrets
1. Adoption is not the end game
2. Adoptable solutions solve real
problems
3. It’s personal
4. You can prepare
5. It’s about change
6. It’s about comfort
7. It’s about communications
8. It’s about support
9. It’s about fun!
10. It’s about listening
11. You’re never done
12. It’s about sharing
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43. Susan Hanley
Susan Hanley LLC
sue@susanhanley.com
301 469 0770 (o)
301 442 0127 (m)
@susanhanley
www.susanhanley.com
http://www.networkworld.com/
community/sharepoint
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44. Bonus Slides

45. A rose by any other name …
One Carlyle
Team Carlyle
Oasis
My Carlyle
iNet
TeamNet PERKolator
The Pulse
MyNet
The Grid
The Cupboard
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46. User Adoption Resources
 General
 Read User Adoption Strategies: Shifting Second Wave People to New Collaboration Technology by
Michael Sampson
 Jakob Nielsen’s Alertbox: http://www.useit.com/alertbox/ (Current Issues in Web Usability)
 SharePoint
 Coming Soon: Essential SharePoint 2013
 Essential SharePoint 2010
 Practical Framework for SharePoint Metrics
 I Use SharePoint: http://sharepoint.microsoft.com/iusesharepoint/landing.aspx
 SharePoint Server 2010 Adoption Best Practices White Paper (http://bit.ly/acLyla)
 www.nothingbutsharepoint.com
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