The document provides practical advice on overcoming user adoption and change hurdles in organizations, emphasizing the importance of engagement, simplicity, and ongoing support. Key strategies include involving leaders in modeling behavior, creating a comfortable training environment, and ensuring effective communication. It stresses that adoption is not the final goal but a continuous process that requires feedback, support, and a fun approach to learning.

1. Practical advice to overcome common
user adoption and change hurdles
Susan Hanley
www.susanhanley.com
SharePoint Saturday NY
July 30, 2016

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Scallywag's Irish Pub
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Scallywags also serves food.
http://www.scallywagsnyc.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
• PM looking for
the most
qualified
resources for a
project –
expertise
location
Customer
Support
• Services agent
working trying
to solve an
unusual
customer
problem
• “Organic”
knowledge
base
• Sales team on-
boarding
• Sales team
training and
mentoring
Sales

14. Tip # 3: It’s personal

16. “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.”

17. 17

19. 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).

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

21. Tip #5: Engage some helpers

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

24. http://hbr.org/2014/07/managing-change-one-day-at-a-time/ar/1
“Organizations can’t change their culture unless individual
employees change their behavior – and changing behavior is hard.
Many change programs focus on providing strategies, technologies,
and training – but often this is not enough.
When it comes to modifying deeply ingrained behavior, 12-step
programs have a superior track record.
They use incentives, celebration, peer pressure, coaching to adopt
new habits, negative reinforcement, and role models – things
organizations can draw on.”

25. Tip # 6: It’s all about comfort

26. Don’t assume
it’s intuitive
Don’t try to
train all at once
One size does
not fit all

27. www.visualsp.com
Context sensitive Help items:
• Videos • Images/Screenshots
• Documents • Links

28. www.contentpanda.com

29. Want training to
stick?
Train teams
together!

34. 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

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

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

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

38. 30 for 30
Tip of the
Day/Week

39. Tip # 8: It’s about support

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

43. Tip # 9: Don’t forget the fun!

44. 





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

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

47. Recognition
and rewards
must
align with
desired
outcomes

48. Take a lesson from
hockey –
don’t just track
goals, also track
and encourage
assists

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

52. Tip # 11: You’re never done

54. Tip # 12: It’s about sharing

55. 1. Adoption is not the end
game
2. Adoptable solutions solve
real problems
3. It’s personal
4. It’s about change
5. Engage some helpers
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, but …
11. You’re never done
12. It’s about sharing

56. 56
• President, Susan Hanley LLC
• National Practice Lead: Portals,
Management Collaboration, and Content
practice at Dell
• Director of Knowledge Management at
American Management Systems
• Information
Architecture
• User Adoption
• Governance
• Metrics
• Knowledge
Management
• Intranets & Portals
• Collaboration
Solutions
susanhanleysue@susanhanley.com
www.networkworld.com/blog/essential-sharepoint
www.susanhanley.com
www.improveit.how

57. 
 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.office.com
 Office 365 Network
 Essential SharePoint 2013
 Practical Framework for SharePoint Metrics
 ImproveIT