As noted in the 2014 Newsweaver/Melcrum’s ‘[Internal Communication] and Technology’ survey, Intranets fell in second place to email; however, less than half of the 500 global respondents found it effective. Intranet Managers desire adoption. Users desire connection. And “Social” has made the three E’s – to be engaged, equipped, and empowered – a prerequisite to obtain adoption. - Influencers must be cultivated - The KISS principle lives; focus the message. - Beyond the Stakeholder. - Make sure your message is heard, communicate to all adult learning styles. - User Support is important. Staff the help desk.

1. The Productization
of Digital Workplaces
Moving
Beyond the
IT Service
Catalog

2. Situation
The need to develop an user base of Influencers
1
Outcome
Users to trade positive feedback across their networks
2
Extending the Message Reach
Communicating to all learning styles.
4
Response
Obtain Adoption by engaging, equipping, and empowering
3

3. Culture eats strategy for
breakfast

4. User adoption of enterprise tools
competes with Shadow IT.

5. Memories of yesterday are becoming
uber-ized and challenged – at a fast pace.

6. With an average team size of 19,
keeping up with the latest designs
and tools hinder user adoption.

7. If you build it,
how will users come?
PRODICTIZATION WILL DRAW USERS.

8. Situation
The need to develop an user base of Influencers
1
Outcome
Users to trade positive feedback across their networks
2
Extending the Message Reach
Communicating to all learning styles.
4
Response
Obtain Adoption by engaging, equipping, and empowering
3

9. “A service is productized when
its ownership can be traded.”
Jorma Sipila
When Influencers trade positive feedback across their
networks, they take ownership of a product.

10. Productizing makes the service
more tangible and understandable
for a target group.
SYSTEMIZE

11. Focus on a real problem needing
solved – this is a Market
Opportunity.
Release what isn't working.
Forego having tools for tools sake.

12. Situation
The need to develop an user base of Influencers
1
Outcome
Users to trade positive feedback across their networks
2
Extending the Message Reach
Communicating to all learning styles.
4
Response
Obtain Adoption by engaging, equipping, and empowering
3

13. User Adoption Planning
for 3 Types of Users
Lurkers: Internal Marketing + Education
Campaigns
Recognition of current users
Provide a safety zone for new users

14. Lurkers
account for
29% of
userbase

15. Find the Influencers.
IN THE U.S., THOSE WHO ARE BRAVE ARE
WORTHY OF CONFIDENCE.

16. Influencers may not be the
users whose jobs require
using a Digital Workplace.
LOOK FOR USERS WHO ARE SELF-WILLED.

17. Feature Rich = Complexity

18. Too many features cause
user (and team) fatigue.

19. Framing sites around core features provides
a predictable experience that empowers
users.

20. Help Desks are not a new innovation;
today, the need for real-time access to a
help desk meets user expectations.

21. Situation
The need to develop an user base of Influencers
1
Outcome
Users to trade positive feedback across their networks
2
Extending the Message Reach
Communicating to all learning styles.
4
Response
Obtain Adoption by engaging, equipping, and empowering
3

22. She forgets I am a
Kinestic learner.
Blah, blah, blah, and don’t
forget about blah and
clicking there will have a
huge effect on blah.

23. Visual
Diagrams/Charts
Infographics
Slides/Pictures
Symbols
Articles
Tactile
Demo
Hands-on
Kinestic
Video
Role Play
Simulations
Hands-On
Auditory
Lecture
Discussion
Audio Recordings
Training Tip Sheets
Steps!
ePostcards
Infographics
Brown Bags
Screencasts
Office Hours
Alpha Testers
Card Sorting
Screencasts
Infographics
Training Tip Sheets
Steps!
In Person Training
Office Hours
modevehicle

24. http://linkedin.com/in/rachellebs
Let’s keep the
conversation
going.