![What is Engagement?
• Engagement (noun) –
the act of engaging or
the state of being
engaged.
– Dictionary.com
• Engaged – busy or
[fully] occupied;
involved
– Dictionary.com](https://image.slidesharecdn.com/increasingsharepointengagementv2-130813181948-phpapp01/75/Increasing-SharePoint-Engagement-6-2048.jpg)
![Right Defaults
• Behavior is a function of
the person and the
environment [B=f(P, E)-
Kurt Lewin]
• Establish the default
behavior and people
will follow (mindlessly)](https://image.slidesharecdn.com/increasingsharepointengagementv2-130813181948-phpapp01/75/Increasing-SharePoint-Engagement-33-2048.jpg)
Uploaded byRob Bogue
Increasing SharePoint Engagement
The document presents insights on increasing SharePoint engagement by Robert Bogue, a Microsoft MVP and author, emphasizing the importance of understanding adoption and emotional factors in organizational change. It outlines key strategies for successful SharePoint implementation, including establishing a shared vision and planning for ongoing engagement and training. The document also discusses the complexities of user adoption, presenting case studies and practical recommendations for various industries.
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Increasing SharePoint Engagement
- 1. Increasing SharePoint Engagement Robert Bogue (317)572-5310 Shepherd@SharePointShepherd.com http://www.SharePointShepherd.com
- 2. Who am I? •10 Time Microsoft MVP • Author of 22 books • Editor of over 100 more books • Architect – Developer – IT Professional – End User Advocate – Project Manager
- 3. The SharePoint Shepherd’sGuide for End Users: 2013 • Available in a corporate/electronic version today – and book version soon! • 121 Tasks
- 4. The Psychology ofAdoption and Engagement • DVD format • 2 hours and 21 minutes of content • It’s the “thinking” about adoption (and engagement) • Cost $299.99 from http://www.SharePoint Shepherd.com
- 5. Agenda • How toThink about Engagement and Adoption • Emotions • Organizational Change • Nine Keys to SharePoint Success • Getting the Juices Flowing (Examples)
- 6. What is Engagement? •Engagement (noun) – the act of engaging or the state of being engaged. – Dictionary.com • Engaged – busy or [fully] occupied; involved – Dictionary.com
- 7. Executive Engagement 1. It’snot about SharePoint and it’s not about technology 2. Find a real, tangible, and urgent business problem, and then talk about it. 3. Propose a solution, or, at the very least, a partial solution. 4. Do your part
- 8. The Power ofFocus
- 9. The Adoption Problem •We assume that adoption is an easy problem – it’s not. • Consider: – VHS vs. Beta tapes – HD DVD vs. Blu-ray – Gasoline vs. Electric Vehicles
- 10.
- 11. Keyboard Adoption • Keyboardswere designed to be inefficient. – Hammers used to jam for fast typists – QWERTY slowed them down • Dvorak Simplified Keyboard is arguably “better” – “better” doesn’t mean more widely adopted
- 12. EmailAdoption • Long distancebusiness communication used to be done by Fax machine • Email was store and forward (CC) Anomalous4 @ Flickr
- 13. Driving Adoption • Doyou want to drive or encourage adoption? • People want a better situation • If you’re driving adoption they don’t believe your approach is better
- 14. Execution or Ownership •Your organization has bought (rented) employees bodies • Their minds are free, if you can engage them
- 15. Emotional Decisions • “Magnetismis as much about emotional appeal as about function” – Adrian Slywotzsky & Karl Weber, Demand • “When dealing with people, remember you are not dealing with creatures of logic, but with creatures of emotion” – Dale Carnegie • “Soelberg had trained his students to use rational methods, yet when it was time for them to make a rational and important choice, they would not do it.” – Gary Klein, Sources of Power
- 16. Emotional-Rational-Environment • The Model –Elephant – Emotional powerhouse – Rider – Rational control – Path –Environment and habits • Implications – The rider has the illusion of control – The path has strong influence CC Flickr mckaysavage
- 17. Productivity Impact ofChange
- 18. Creating Change • Modelsof Change – Stages of Change – Kurt Lewin (Freezing) – John Kotter’s 8 steps
- 19. Stages of Change •Pre-Contemplation (not open) • Contemplation (open) • Preparation (ready) • Action (changing) • Maintenance (reinforcing)
- 20. Kurt Lewin • Changeas a Process – Unfreezing – Change and Transition – Freezing • Behavior is a function of person and environment – B = f(P, E)
- 21. John Kotter’s 8Steps • Create urgency • Form a powerful coalition • Create a vision for change • Communicate the vision • Remove obstacles • Create short-term wins • Build on the change • Anchor the changes in corporate culture
- 22. Small Barriers • Whodo I call to get access? • When is the training scheduled? • How much will this cost my business unit? • Who’s approval do I need to get?
- 23. Nine Keys toSharePoint Success • Activities Missed – Shared Vision – Business Connection – Planning Measurements – Evangelization • Culture Change – Honest Evaluation – Reframing Relationships – Platitudes • Simple Things – Right Defaults – Imperfect Solutions
- 24. Shared Vision • Users(Personas) • Use Cases (Actions) • Visual Design – Wireframe – Mockup – Prototypes
- 25. Business Connection • ROI– Return on Investment • Long term success = business impact • SharePoint should have a real, tangible, lasting impact on the business
- 26. ROI High Finance •Example: – You buy a car for twice the cost but it has better gas mileage, is it a better deal? • IRR – Internal Rate of Return • NPV – Net Present Value • DCF – Discounted Cash Flow
- 27. ROI Core Values •Identify Business Problems • Identify Solutions • Calculate Benefits of Solutions • Calculate Costs of Solutions • Benefits > Costs = Value
- 28. Planning Measurement • ITService Delivery – Uptime – Performance • IT Activity – # of page views – # of visits • Business – Reduce proposal response time by 1 day within 30 days – Improve customer satisfaction by 1 point in 90 days – Increase sales win rate by 5% in the next 90 days
- 29. Evangelization • Projects don’tend when the service is online – or 30 days afterwards • Plan for an initial push including marketing and training • Establish a sustaining plan to revisit adoption periodically
- 30. Honest Evaluation • Thereare things that every organization doesn’t do well – Requirements gathering – Infrastructure implementation – Information architecture – Performance/scalability testing – Software development – Project management
- 31. Reframe Your Relationship •Do you speak of “them”? • Are customers, users, or clients the problem – or the opportunity? • Do you take orders or find solutions – together?
- 32. Platitudes • Platitude -a flat, dull, or trite remark, especially one uttered as if it were fresh or profound. (Dictionary.com) • Also known as the corporate mission statement • You can not express the real goal as a platitude
- 33. Right Defaults • Behavioris a function of the person and the environment [B=f(P, E)- Kurt Lewin] • Establish the default behavior and people will follow (mindlessly)
- 34. Imperfect Solutions • Perfectsolutions are too expensive and time consuming • Strive for good enough
- 35. Six Myths ofSocial • Build it and they will come • “It’s just as easy to…” • Pent Up Demand • We’re All One Big Happy (Dysfunctional) Family • Water Cooler Effect • Silver Bullet
- 36.
- 37. Installations-Risks Grid Type ofInstallation Type of Risk Internet Extranet Intranet Doc Management Project Management Collaboration Mini- App App Bad Expectations Poor Terms Definition Poor Understanding No Compelling Reason No Value Proposition Tools Syndrome No Launch Poor Adoption Politics Culture * This grid is circa 2006.
- 38. M&A • Industry: Logistics •Problem: Coordinating Merger and Acquisition activities • Solution: SharePoint site for shared research, opinions, and correspondence
- 39. Customer Communication • Industry:Manufacturing • Problem: Communication with customer about the status of their materials • Solution: SharePoint site with lists for lot, defect, and incident tracking
- 40. Content Approval • Industry:Medical • Problem: Traceability mechanism for approving ads and packaging • Solution: SharePoint system with custom workflows
- 41. Procedure Library • Industry:Government • Problem: Different answers to different customers • Solution: SharePoint site with content types for procedures and policies
- 42. Claims Management • Industry:Government • Problem: Equal opportunity claims taking too long • Solution: SharePoint site with forms for standardized responses and workflows for tracking
- 43. Single Sign-on Portal •Industry: Government • Problem: Users have difficulty accessing services because of multiple logins • Solution: SharePoint based portal that pre- authenticates users
- 44. Data Entry • Industry:Law Enforcement • Problem: Officers needed to be able to record suspicious activity but didn’t have access to system • Solution: InfoPath form and SharePoint workflow to push the data into the system
- 45. Regulatory Approval • Industry:Chemical • Problem: Difficult to keep track of the required forms and data for regulatory approval • Solution: SharePoint site to consolidate and track each approval
- 46. Policy Review • Industry:Software • Problem: Employee policies aren’t reviewed frequently enough • Solution: SharePoint document retention and workflows
- 47.
Editor's Notes
- #2 Do you have an engagement problem? – No then you must have a governance problem – or vice versa.
- #3 Fun… Introverted
- #4 Why I did it… having trouble timing training and user need...
- #6 Understanding Adoption and EngagementUnderstanding and Creating ChangeUnderstanding MotivationUnderstanding TrustDefining and Measuring the GoalBarriers to Change
- #8 Time: 1 minuteKEY: (Solution) CreationPicture: Engagement photo I took of my brother and his now wife. For me, that’s engagement.
- #9 How many people have urgent business problems? 100% - File sharing to external parties
- #10 Focus your efforts on small places where you can get an impact.
- #11 Time: 2.5 MinutesVHS vs. BetaBeta was technically betterPorn was banned from betaHD DVD vs. Blu-raySony studios would only release on Blu-rayGasoline vs. Electric VehiclesGasoline had greater rangeFirst “Electric Car” 1835, Ford’s Model A 1927
- #12 Diffusion of Innovations – Everett RogersRelative advantage is measured in the eyes of the beholder… i.e. what’s the relative advantage of a Rolex? Status
- #13 Time: 3 minutesMotion is bad. The key performance challenge with hard drives is random access because of head/arm movement. HDs are really Pseudo-Random access devices. SSDs are truly random access devices.
- #14 Time: 2.5 minutesSourcing from China. Faxes jamming meant an extra day of delay
- #15 Time: 1 minutePeoplewant better. If they’re resisting they don’t believe adoption is better.If you believe you have to drive adoption you’ll taint your message with negativity.Generally … People intend to do their best
- #16 Time: 1.5 minutesJuly 27, 2004 -- http://www.developer.com/java/other/article.php/3386351/Exploring-Execution-vs-Ownership.htmhttp://www.efesonline.org/LIBRARY/Employees%20Dirct%20Report.qxd.pdfStory: Copper manufacturing / Stainless Steel ManufacturingStainless Steel… building big systems, spending money on IT infrastructureCopper manufacturing … always evaluating what was best for the organizationSometimes making cheap investments and other times investing for the long term – when it mattersOne of my favorite clients – because we’re always talking about how to get the best leverageNot at all close to one of my biggest clientsCan’t always do what we want to do
- #17 - Communicate Emotionally, don’t communicate with facts and figures on the ROI or savings
- #18 Speak to the elephantLaydown the right path -> Set the right defaultsReferences:Switch – Chip Heath / Dan HeathHappiness Hypothesis – Jonathan Haidt
- #19 Time: 3 minutesPre-Change Confusion -> Anytime you begin to communicate change you create some level of confusion and there’s a reduction of productivity as worry sets in.Training, Coaching, Mentoring -> Time spent communicating and persuading for the change is a reduction of productivity.Post-Training Confusion -> Even after training there will be confusion “what does this mean to me?” which will lead to (temporary) paralysis.If you shop change management before the trough of reduced productivity is over you’ll not get the change a chance – and will encourage the organization to resist change more strongly.
- #20 Time: 0.5 MinutesNote: Skipping Stages of Grief
- #21 Time: 1.5 minutesFrom Tobacco cessationEfficacy not certain
- #22 Time: 1.5 minutesLa VEENGerman-American PsychologistOften we describe the environment we want – but really we need to be talking about the behaviorsEnvironment has a HUGE impactReferences:Blink – Malcolm GladwellSources of Power – Gary KleinStory: Popcorn Sales CommunicationPlans…TimelineAnd it still didn’t work … we didn’t get the right behavior.
- #23 Time: 1.5 minutesProfessor emeritas @ Harvard Business SchoolCore of this course is mapping SharePoint adoption to his change model
- #24 Demand…Zip Car
- #25 Early 2006 Seven Keys to Success, Seven Warning Signs – before SharePoint 2007
- #26 Blind men and the elephantTail – RopeLeg – PillarTrunk – Tree BranchEar – FanBelly – WallTusk – Pipe
- #27 Try to generate an ROI – for the process – to find the places where SharePoint can add the greatest value.Change requires urgency. Urgency requires a connection to the business
- #28 Financial analysis for 2012 Toyota HylandervsHylander Hybrid. Assuming 6000 miles city and 6000 miles highway per year – 23 year payoff (straight line, no NPV/IRR)
- #29 How do we identify business problems?Help Desk TicketsApplication Backlog
- #31 Plan for evangelism/launch activitiesPosters / Emails / CommunicationTrainingPlan for post-launch activitiesUsers Groups / Community Activities
- #32 First step in a 12 step program is to admit you have a problem.Psychologists are well aware of “self” bias of humans. We delude ourselves personally and organizationally into believing we’re better than we are.Find someone to fill in what you don’t do well.
- #33 IT exists to serve the business – not the other way aroundThere is natural conflict – too much expected and too little (budget, personnel, etc.) given – but that natural conflict must be kept in check.Do you want to have a 10% discount for cash, or a 10% premium for credit.Educate your business partners on what SharePoint will do and what it is
- #34 Work on the mission statement until people stop arguing … and then start arguing again.Baking: Letting bread “rest” before baking it.Alfred P. Sloan, former CEO of General Motors “Gentlemen, I take it we are all in complete agreement on the decision here… Then I propose we postpone further discussion of this matter until our next meeting to give ourselves time to develop disagreement and perhaps gain some understanding of what this decision is all about.”
- #35 Seeding a tip jarSet the default file save locationSet the Internet Explorer home page“How can we make this the default behavior?”
- #36 Exam test taking – Anything above passing is wasted effortMaximizers vs. SatisficersCQI – Continuous Quality Improvement
- #37 http://www.thorprojects.com/blog/archive/2012/07/07/six-myths-of-social-software.aspx
- #50 Time: 2 MinutesPublished 1956Story: Hiring ManagerCollege language courses: C, FORTRAN, COBOL, etc.Write the atoi() function
- #51 Time: 1.5 Minutes