The document discusses practical tips for overcoming common challenges with user adoption and change when implementing new technologies. It provides 12 tips for improving user adoption, such as starting small, keeping things simple, engaging helpers, providing ongoing support and training, aligning with performance goals, and learning from others. The presentation was given by Susan Hanley at the SharePoint Tech Fest on April 26, 2017 to provide advice for driving user adoption and engagement.

1. We built it, but why
won’t they come?
Practical advice to overcome common
user adoption and change hurdles
Susan Hanley
SharePoint Tech Fest
April 26, 2017
www.susanhanley.com
sue@susanhanley.com

5. User Adoption
User Engagement

6. 6
But wait,
then why are
we here?
RESULTS
Tip # 1: Adoption is not the end game

7. 




11. Managing Tasks and
Projects

12. Product
Development
• Engineer
struggling with a
problem – find
answers quickly
• Feedback
“Crowd-
sourcing”
Resource
Planning
• Project Manager
looking for the
most qualified
resources for a
project
Customer
Support
• Services agent
working trying
to solve a
customer
problem
• Building an
“organic”
knowledge base
• Sales team on-
boarding
• Sales team
training and
mentoring
Sales

13. http://bit.ly/2m7LHNA

14. 






16. 




17. “Our intranet is a tool which
allows us to make business
decisions therefore it cannot
be overcomplicated or
distracting, making our
designs concise, sharp and
distinct.”

18. 18

20. Start small
Keep it simple
Go for the “long wow”
Consider your culture

21. Tip #5: Engage some helpers

22. “No involvement by leaders,
no commitment by employees.
No exceptions.”
Vala Afshar, Chief Marketing and Customer Officer at Enterasys

23. 




25. Tip # 6: It’s all about comfort

26. Don’t try to
train all at
once
Day 1: Get my
job done
One size does
not fit all

28. The most
effective
training
happens just
when you
need it!

29. www.visualsp.com

30. www.visualsp.com

31. www.contentpanda.com

32. Want training
to be sticky?
Train teams
together!

37. http://www.scoop.it/t/intranet-launch-videos-and-teasers - comprehensive collection
compiled by Ellen Van Aken
Additional examples: http://tiny.cc/ThreeSampleVideos
http://www.youtube.com/watch
?v=PN1IyDvyA2o
MAN Diesel
http://vimeo.com/60729239 http://youtu.be/SinFM8hNcOg
Dartmouth-Hitchcock
Intranet Home Redesign –
watch the end for outtakes

38. https://vimeo.com/regiscorp/review/125078501/68cd7832a8

39. https://vimeo.com/162603114 (1:23)

40. https://youtu.be/6jfpomYFCGU

41. 30 for 30
Tip of the
Day/Week

42. Tip # 8: It’s about support

43.  Office Hours
 Center of Excellence
 (Just-in-Time)
Training and
Documentation
Plan ongoing
support
 Pilot team
 Volunteers
 Employee
advocates
Seed the
organization
with
evangelists
Make sure the
help desk is
prepared

44. http://bit.ly/2mitr2O http://fasttrack.microsoft.com/office/envision/productivitylibrary

45. Tip # 9: Don’t forget the fun!

46. 



47. https://www.thoughtfarmer.com/blog/pennstate/

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

50. Tip #10: Align with performance goals

51. Tip # 11: You’re never done – lather, rinse, repeat

53. Feedback
identifies
challenges
Ask for
feedback-
everywhere
Conduct
usability tests,
LISTEN and OBSERVE

55.  Not everyone will be
happy (initially) - look
for the wins!
 Keep it “organic” -
have a plan for
change
 It’s not once and done

56. Tip # 12: It’s about sharing

57. 1. Results are the end game
2. Solve a meaningful problem
3. Make it personal
4. Think about change
5. Engage some helpers
6. Make users comfortable
7. Communicate
8. Provide help and support
9. Don’t’ forget to have fun!
10. Align with performance goals
11. You’re never done
12. Learn from others

58. 58
susanhanley
www.networkworld.com/blog/essential-sharepoint
www.susanhanley.com
sue@susanhanley.com
• Information Architecture
• User Adoption
• Governance
• Metrics
• Knowledge Management
• Intranets & Collaboration
Solutions

59. 
 User Adoption Strategies: Shifting Second Wave People to New Collaboration Technology
 http://www.useit.com/alertbox/
 http://www.nngroup.com/articles/intranet-
social-features/
 http://www.scoop.it/t/intranet-launch-videos-and-teasers

 Re-Imagining Productive Work with Office 365
 Fasttrack.microsoft.com/office
 Microsoft Tech Community – Driving Adoption
 Driving Office 365 Adoption
 Essential SharePoint 2013
 Practical Framework for SharePoint Metrics
 ImproveIT