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From Vision to Reality: It Doesn't Take Magic to Get
                                     SharePoint User Adoption


                                                   March 5, 2013


©2013 SUSAN HANLEY LLC
Be prepared
              http://www.fema.gov/es/comment/1967




                                              2
Are we sure?




       User Adoption
      User Engagement
                        3
But wait, then why are we here?




                                  4
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




                                                                               5
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




                                                                                6
Secret # 1: Adoption is not the end game




                                       7
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
We built it, why don’t users just come?




                                          9
10
Features that engage


   Likes and Ratings    Chapter_07_User_Adoption.docx


   Recognition                    in Author Site

   Feedback
   Helpful Hints
   Search that works!




                                                         11
Engaging Search Features in SharePoint 2013


   Content “inside”
   Metadata preview
   Date last edited
   Count of views
   Document headings
   View library
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




                                                                                            13
Secret # 3: It’s personal




                            14
Adoption in Four Words



                           Me

                          Mine

                          Ours

                         Focused
                                   15
16
Why is it difficult to adopt new technologies?




         Delayed                      No         Squishy
        Gratification              Guarantees    Benefits




                                                            17
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).

                                                                                                                    18
19
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?”




                                                                    20
How does change impact your adoption plan?




                                              Engagement
DEGREE OF CHANGE




                          Communications and Training

                        ADOPTION PLAN
                           FOCUS                           21
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

                          22
Secret # 6: It’s all about comfort   23
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


                                                                         24
Supplement with timely, recurring fun …



    SharePointoberfest - inebriate
     while you collaborate!
    CollaBOOration - A Ghoulish
     Guide to Metadata
    SharePointgiving - Give thanks to
     document workflow and approval

                                          25
26
Just the facts




  Communications Communication
  planning does not needs to be
  end at solution   persistent
  launch

                                  27
Launch ideas that worked … mostly




                                    28
Launch Video




           http://www.scoop.it/t/intranet-launch-videos-and-teasers
                                                                      29
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
                                             30
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


                                                                      31
Secret # 8: It’s about support




                                 32
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

                                                          33
Secret # 9: It’s about fun!   34
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”

                                         35
More fun




           36
But be careful … some homework




http://www.youtube.com/watch?v=u6XAPnuFjJc   37
38
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




                                                                                   39
Secret # 11: You’re never done




                                 40
Secret # 12: It’s about sharing




                                  41
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

                                     42
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
                         43
Bonus Slides
A rose by any other name …


                  One Carlyle
                  Team Carlyle
                                               Oasis
                  My Carlyle

iNet
TeamNet                                    PERKolator
                             The Pulse
MyNet

     The Grid
                                           The Cupboard
                                 Connect                  45
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




                                                                                                    46

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From Vision to Reality: It Doesn't Take Magic to get SharePoint User Adoption by Susan Hanley - SPTechCon

  • 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 2
  • 3. Are we sure? User Adoption User Engagement 3
  • 4. But wait, then why are we here? 4
  • 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 5
  • 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 6
  • 7. Secret # 1: Adoption is not the end game 7
  • 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? 9
  • 10. 10
  • 11. Features that engage  Likes and Ratings Chapter_07_User_Adoption.docx  Recognition in Author Site  Feedback  Helpful Hints  Search that works! 11
  • 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 13
  • 14. Secret # 3: It’s personal 14
  • 15. Adoption in Four Words Me Mine Ours Focused 15
  • 16. 16
  • 17. Why is it difficult to adopt new technologies? Delayed No Squishy Gratification Guarantees Benefits 17
  • 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). 18
  • 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?” 20
  • 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 22
  • 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 24
  • 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 25
  • 26. 26
  • 27. Just the facts Communications Communication planning does not needs to be end at solution persistent launch 27
  • 28. Launch ideas that worked … mostly 28
  • 29. Launch Video http://www.scoop.it/t/intranet-launch-videos-and-teasers 29
  • 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 30
  • 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 31
  • 32. Secret # 8: It’s about support 32
  • 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 33
  • 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” 35
  • 36. More fun 36
  • 37. But be careful … some homework http://www.youtube.com/watch?v=u6XAPnuFjJc 37
  • 38. 38
  • 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 39
  • 40. Secret # 11: You’re never done 40
  • 41. Secret # 12: It’s about sharing 41
  • 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 42
  • 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 43
  • 45. A rose by any other name … One Carlyle Team Carlyle Oasis My Carlyle iNet TeamNet PERKolator The Pulse MyNet The Grid The Cupboard Connect 45
  • 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 46