How To Improve Office 365 & SharePoint Adoption In The Real World

RICHARD
HARBRIDGE
My twitter handle is @RHarbridge, blog is http://RHarbridge.com, and I work at
SPEAKER | AUTHOR | SUPER FRIENDLY

SOMETIMES WHAT WE
ARE TOLD ISN’T BASED
IN REALITY…
Does everyone have the right expectations?

IT Perceptions vs Reality
HOWTOIMPROVE ADOPTION
INTHEREALWORLD…
Individual Perception vs Reality
Leadership Perception vs Reality

PEOPLE WILL ADOPT IT
ON THEIR OWN…
Now that we have implemented it correctly we don’t need to do anything else.

@RHARBRIDGE
POSITIVE CHANGE
RARELY HAPPENS
WITHOUT HELP…
Even when people have the tools, vision, and an understanding of the risks.

DRIVING USAGE ISN’T THE
IT GROUP’S PROBLEM…
Why would it be IT’s responsibility to drive adoption? Isn’t that a business issue?

GETTING MORE PEOPLE TO
USE THE TECHNOLOGY IS
IMPORTANT…
Often getting people to use more of the technology is just as important.

@RHARBRIDGE
Changing the way people work will have a negative impact on productivity.
WE DON’T WANT TO HAVE
A NEGATIVE IMPACT ON
PEOPLES WORK…

@RHARBRIDGE
WE NEED TO
MANAGE AND
INTRODUCE
CHANGE…
Always an impact to productivity. We can accelerate to get positive results sooner.

WE JUST CAN’T TRACK
ADOPTION EFFECTIVELY…
Adoption is complex and there aren’t good ways to track it right now.

BETWEEN OOTB REPORTS
AND USAGE DATA & 3RD
PARTY TOOLS YOU CAN
ABSOLUTELY TRACK IT!
SharePoint usage reporting, Office 365 reporting, and great 3rd party tools…

BRINGING ANALYTICS
TO THE FOREFRONT…
We need to implement Office 365 solutions in a way that doesn’t just empower
leaders with analytics/insights but empowers everyone.

We need to support and invest in our users equally.
NO USER SHOULD BE
PRIORITIZED OVER
ANOTHER…

Depending on the technology and workload this can be significant. (80/20)
SOME USERS ARE MORE
IMPACTFUL THAN OTHERS…

@RHARBRIDGE
PEOPLE WILL
FIGURE OUT THE
BEST WAYS TO
USE THE
TECHNOLOGY…
Our people will optimize the way they work and the technologies they use.

@RHARBRIDGEScenarios
Finding Someone With A Certain Expertise ◔ ● ● ◕ ◔ ◔
Ask Something, Don’t Know Whom To Ask ○ ● ◕ ◔ ◕
Do A Brainstorming Activity With My Team ◑ ● ● ◑ ◔ ●
Where Should Meeting Notes Be Captured,
Stored & Shared?
◕ ◕ ● ● ◔ ●
Where Should I Share Video? ○ ◑ ◔ ◔ ◔ ○ ◔ ●
Where Should I Share Photos? ○ ● ◕ ◑ ○ ◔
Have A Real Time Chat With A Colleague ● ◑ ○ ◑
Where Should I Put & Share Documents? ◔ ◕ ● ● ◔ ●
Have A Question Related To A Document? ◔ ● ◑ ◑ ◑ ◔ ◑
Invite A Colleague To Lunch ◕ ◔ ●
Provide A Note Of Congratulations/Praise ◔ ● ◔ ◑ ◕
Make An Organizational Announcement ◔ ● ◔ ◕ ◕
Remind The Team Of An Important Deadline ◑ ◔ ● ● ●
PROVIDE
GUIDANCE
ON WHEN
TO USE
WHAT…
People will use what is easy or familiar – even when something better exists.

@RHARBRIDGE
DOWNLOAD THE WHEN
TO USE WHAT IN OFFICE
365 ENTERPRISE USER
GUIDANCE WHITEPAPER!
It goes into much greater depth and can be found at WhenToUseWhat.com

@RHARBRIDGE
IF OTHER PEOPLE
DON’T ADOPT – IT’S
NOT GOING TO
EFFECT ME…
If some people don’t adopt – that’s their problem. They don’t get the benefits.

@RHARBRIDGE
THIS IS
IMPORTANT
FOR ALL OF
US…
The more people use the platform the more value the technology provides.

@RHARBRIDGE
THERE IS NOTHING
I CAN DO…
I don’t have authority, influence, budget, or the ability to drive adoption alone.

@RHARBRIDGE
THERE IS PLENTY
YOU CAN DO
ALONE…
Add links to employee signatures, purposefully omit certain information to drive
readers to sites/systems (baited email hooks).

Send a link, use external sharing, attach a OneDrive file (OWA+), and more…
STOP EMAILING
ATTACHMENTS!

THEMEETING
INVITE COMESTO
YOU…
Take back your meeting time and make meetings meaningful!
What if you responded
tentative “love to help and
would like to know more”?
What if you just IM
messaged the meeting
originator to clarify?

YOUSENDA
MEETING INVITE…
Why not add a Shared OneNote to your recurring meeting? Why not make
every meeting better by doing visual note taking?

No the answer isn’t always LetMeBingThatForYou (though too often it is)…
What if you answered via Yammer? What if you answered with a SharePoint search?
IFSOMEONEASKS
YOUAQUESTION…

Sometimes the most value social can provide is visibility and connection…
TRYNARRATING
YOURWORK…

@RHARBRIDGE
HELPING OTHERS AS
AN INDIVIDUAL WON’T
MAKE MUCH
DIFFERENCE…
I am only one person and there are plenty of better ways for people to get help.

@RHARBRIDGE
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50% 55%
Self-learning is largely ineffective, but currently
part of learning process for many
Learning via Co-Workers
is among the most
effective and most used
methods
These methods are under-
utilized (low usage, but have
high effectiveness)
Percent Using Learning Method vs. Helpfulness
YOU HELPING OTHERS IS
EXTREMELY EFFECTIVE…
Learning via Co-Workers is among the most effective and most used method.

@RHARBRIDGE
IT’S UP TO THE USERS,
THERE IS NOTHING
LEADERSHIP CAN DO…
We know that adoption is driven from a grass roots approach, it’s up to them.

@RHARBRIDGE
Be proud; you
rock superstar
Share ideas and
docs in OneDrive
Look in Search
& Delve
Ask others for
help via Lync
Kick email butt
with Exchange
LEADERSHIP CAN TAKE
SIGNIFICANT AND
MEANINGFUL ACTION
TOO…
As a start the leadership team can mandate usage, or remove alternatives.

@RHARBRIDGE
INCORPORATE
INTO NEW HIRE
ORIENTATION…
Not just the intranet/sites but how to use the tools effectively.

@RHARBRIDGE
INCORPORATE
INTO ANNUAL
TRAINING OR
SKILLS
VALIDATION…
Some organizations have mandated one ‘in person’ class by a set date.

@RHARBRIDGE
WE CAN’T FIND OR
IDENTIFY CHAMPIONS
IN OUR
ORGANISATION…
It’s not clear who the champions are, or how to get them engaged.

@RHARBRIDGE
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50% 55%
Self-learning is largely ineffective, but currently
part of learning process for many
Learning via Co-Workers
is among the most
effective and most used
methods
These methods are under-
utilized (low usage, but have
high effectiveness)
Percent Using Learning Method vs. Helpfulness
USAGE PATTERNS,
SURVEYS, POLLS,
INTERVIEWS, CONTESTS,
AND MORE…
There are many ways to uncover and identify champions in your organization.

@RHARBRIDGE
WE ALREADY GET
FEEDBACK FROM OUR
USERS…
We run polls, surveys and solicit feedback from users all the time.

@RHARBRIDGE
DO YOU ACTUALLY
TAKE ACTION BASED
ON THE FEEDBACK? DO
YOU SHARE WHAT
ACTION IS TAKEN?
When you collect info ensure you share the results, actions & result changes.

@RHARBRIDGE
WE ARE
ALREADY
DOING
EVERYTHING…
We are doing lots around adoption, there really isn’t anything more we could do.

@RHARBRIDGE
HAVE YOU TRIED
USABILITY TESTING,
CARD SORTING,
DIARY STUDIES,
INNOVATION GAMES
AND MORE?
There are always ways to further improve usage, adoption and value realization!

PLANNING FOR ADOPTION…
We need to invest in key areas to enable and accelerate adoption.

Governance
Policies &
Guidance

EVALUATE YOUR ROLE AND
RESPONSIBILITY READINESS…
There are many leadership roles that impact Office 365 success. Do you have
named individuals in key roles? Are they doing the activities they should be doing?

EVALUATE YOUR POLICY AND
GUIDANCE READINESS…
There are many policies and guidance materials that should exist and be in use
for Office 365 or a modern digital workplace strategy to be effective.

@RHARBRIDGE
Everyone approaches adoption differently and every organization is unique.
EVERYONE APPROACHES
ADOPTION DIFFERENTLY…

@RHARBRIDGE
You can (and should) use outside guidance to accelerate and improve adoption!
http://FastTrack.Microsoft.com/Office
THE KEY STEPS IN APPROACH
ARE ALMOST ALWAYS THE
SAME…

Who will adopt Office 365 and when will they adopt it?
“We Need It To Be
The Norm /
Expectation”
Adopters
Coordination&Investment
These Adopters need help understanding the value change provides.
Why should they change? Sharing change stories, benefits, contest winners,
business impacts of the technology will be important to this group.
“We Need To
Understand Value”
Adopters
These Adopters need help understanding how to change. How can they use
the technology? How should they use it? Help, coaching, how to tips, training,
contests and challenges help this group of users the most.
“We Need Support”
Adopters
Early Adopters will adopt and begin using new technology once it has been shown
to them, or once they are aware it is available. Making these users aware of
the technology and it’s capabilities is important. Often ‘did you know’ tips and
pre-launch communication can accelerate this groups adoption. The biggest need
for this group is helping them share and influence others to change along with
them.
Early Adopters
Everyone
Adopting
(As Fast As Possible)

Adoption
Campaigns

Developing a roadmap for adoption where we plan activities before launch,
during launch and after launch is important. Plan and execute campaigns!

PLANNING FOR TIPS…
When each day’s Yammer tip is posted by a member of the tip team it ensures that
these tips come from different users which gets more people involved.

PLANNING FOR CHALLENGES…
Each week (or along with the tips) we need to create clear action items or
Challenges that users can accomplish to put what they learned in practice.

PLANNING FOR CONTESTS…
The goal of each contest is to get the users to take an action (upload a profile picture,
download a mobile app, etc.) and those actions should be connected to a tip or tips that
had been shared (explaining how to do the action and its value).

PLANNING FOR TRAINING…
Since you are already doing a time boxed campaign consider providing targeted training
sessions that are hands on and participatory. Even if you are performing training remotely
if the group is small enough you can create exercises and track completion.

PLANNING FOR COMMUNICATION…
Define a comprehensive communication plan along with the messaging for key
Email, Intranet posts, Yammer posts or communication for the campaign.

PLANNING FOR MEASUREMENT…
With each campaign clear reporting should be identified to track success of the
Campaign. This reporting will also include baseline measurements as needed.

Governance
Policies &
Guidance
Adoption
Campaigns

IT Has An Important Responsibility
INTHEREALWORLD…
Individual Perception vs Reality

INTHEREALWORLD…
This Matters To Us & We Can Do Something

INTHEREALWORLD…
This Matters To Us & We Can Do Something
Leadership Needs To Do More:
Policies, Guidance, Campaigns & More

Thank You!
Organizers,SponsorsandYouformakingthispossible.
100+AwesomePresentationsAt.. Slideshare.Net/RHarbridge
WhenToUseWhatWhitepaper.. WhenToUseWhat.com
IntranetsonO365Whitepaper.. Office365Intranets.com
ExternalSharingWhitepaper.. Office365Extranets.com
Message Me On LinkedIn or Email Richard@2toLead.com
SPEAKER | AUTHOR | SUPER FRIENDLY
Twitter: @RHarbridge. More to come on our blog at http://2toLead.com.

How To Improve Office 365 & SharePoint Adoption In The Real World

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