1. SharePointintersection
Session SP03
Unlocking the Secrets of SharePoint User Adoption
Sue Hanley
sue@susanhanley.com
@susanhanley
©2013 SUSAN HANLEY LLC

2. About Me
• President, Susan Hanley LLC
• Led national Portals, Management
Collaboration, and Content practice for
Dell
• Director of Knowledge Management at
American Management Systems
sue@susanhanley.com
Governance
User Adoption
Metrics
Information
Architecture
• Knowledge
Management
• Portals
• Collaboration
Solutions
•
•
•
•
susanhanley
www.susanhanley.com
www.networkworld.com/community/sharepoint
2

3. User Adoption
User Engagement
3

4. But wait, then
why are we here?
RESULTS
4

5. Secret # 1: Adoption is not the end game

6. We built it, why don’t users just come?
6

8. Features that engage




Likes and Ratings
Feedback
Helpful Hints
Search that works!
8

9. Content that engages



Well-written
Accurate, useful, timely, relevant
Addresses the point
http://tiny.cc/ContentAuthoring
9

10. Secret # 3: It’s personal

11. Adoption in Four Words
Me
Mine
Ours
Focused
11

12. 12

13. Why is it difficult to adopt new technologies?
Delayed
No
Gratification Guarantees
Squishy
Benefits
13

14. 14

15. Why is change so hard?

Comfort with the status quo


Discomfort with being forced to change


“This is how we’ve always done it … and it works
for me.”
“I’m not broken, why are you trying to fix me?”
No personal benefit

“Sure, I see why the big-wigs would want this,
but what’s in it for me?”
15

16. Ease in to change …




Start small
Keep it simple
Consider your culture
Consider the “long wow”– help users create new habits
16

17. … and engage some helpers …

Identify and engage your Mikeys
17

18. Secret # 6: It’s all about comfort
18

19. Have a training roadmap – to increase user comfort
Don’t assume it’s intuitive
One size does not fit all
Don’t try to train all at once
19

20. Supplement with timely, recurring fun …
 SharePointoberfest
- inebriate while
you collaborate!
 CollaBOOration - A Ghoulish Guide
to Metadata
 SharePointgiving - Give thanks to
document workflow and approval
20

22. Just the facts
22

23. Launch ideas that worked … mostly
23

24. Launch Video
http://www.scoop.it/t/intranet-launch-videos-and-teasers
24

25. Persistent communications that rocked
30 for 30
Get Sharp on
SharePoint
Intercept
requests for
communication
via email – help
with ongoing
transition
25

26. Tested ideas for your communications plan












Regular “on site events” – Polls on Mondays, Conversation Topic of the Week on
Tuesdays, Employee Spotlights on Wednesdays, Trivia on Fridays
Leverage existing meetings and events
Create (and use) an “anecdote” bank
Target your messages
Did you know …? (tip of the day)
Portal Minute at the start of company meetings
Weekly recap
“Look what they did” success stories
Cafeteria table toppers
Message board/break room announcements or posters
Desktop wallpaper
Usability testing
26

27. Secret # 8: It’s about support

28. It takes a village
Seed the organization
with evangelists
 Pilot team
 Volunteers
 Employee
advocates
Plan ongoing support
 Office hours
 Center of
Excellence
 Training and
Documentation
Make sure the help desk
is prepared
28

29. Secret # 9: It’s about fun!

30. Incentives and rewards help kick-start …

Key Influencer Strategy



Someone important
Model the behavior
Fun Stuff






Scavenger Hunt
Launch Video
Points, Badges, Prizes
Five for Five
“Profile Week”
Photo Booth
30

31. … and gamification can help maintain engagement …
in the right situations
Gamification is the application of game
elements and game mechanics to nongame problems, such as business and social
impact challenges.
31

32. Game elements: Points, Badges, Leaderboards
32

33. Is gamification appropriate for your business
challenge?




Motivation: Where would you derive value from
encouraging behavior?
Meaningful choices: Are your target activities sufficiently
interesting?
Structure: Can the desired behaviors be modeled through a
set of algorithms?
Potential conflicts: Can the game avoid conflicts with
existing motivational structures?
33

34. 34

35. Allow users to provide feedback




User feedback helps identify where you’ve got adoption
challenges
Provide an opportunity to provide feedback on every page
of your site
Get up out of your desk and ASK for feedback!
Conduct usability tests and LISTEN to what people say but
WATCH what they do
35

36. Secret # 11: You’re never
done

37. Secret # 12: It’s about sharing

38. The Secrets
1.
Adoption is not the
end game
2.
Adoptable solutions
solve real problems
3.
It’s personal
4.
You can prepare
5.
It’s about change
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
11. You’re never done
12. It’s about sharing
38

39. Questions?
Don’t forget to enter your evaluation
of this session using EventBoard!
Thank you!

40. User Adoption Resources

General


Read User Adoption Strategies: Shifting Second Wave People to New Collaboration
Technology by Michael Sampson
Jakob Nielsen’s Alertbox: http://www.useit.com/alertbox/ (Current Issues in Web
Usability)


Reference article published 3/4/13 about social features on intranets:
http://www.nngroup.com/articles/intranet-social-features/
SharePoint






Essential SharePoint 2013
Essential SharePoint 2010
Practical Framework for SharePoint Metrics
DiscoverSharePoint.com
SharePoint Server 2010 Adoption Best Practices White Paper (http://bit.ly/acLyla)
www.nothingbutsharepoint.com
40

41. A rose by any other name …
One Carlyle
Team Carlyle
My Carlyle
The Grid
Connect
The Core
The Seabag
PERKolator (blogs)
Orchard (intranet)
The Pulse
The Cupboard
41