From Vision to Reality: It Doesn't Take Magic to get SharePoint User Adoption by Susan Hanley - SPTechCon
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The document discusses strategies for improving user adoption of SharePoint. It emphasizes that adoption is an ongoing process, not an end goal, and that solutions should solve real problems for users. The key is making the system personal, easy to use, engaging, and well-supported. Change needs to be introduced gradually and training provided to increase user comfort. Persistent communication and incentives can also help drive adoption. User feedback is important to identify issues. The overall message is that adoption requires an ongoing, multifaceted effort focused on the user experience.
From Vision to Reality: It Doesn't Take Magic to get SharePoint User Adoption by Susan Hanley - SPTechCon
- 1. From Vision to Reality: It Doesn't Take Magic to Get SharePoint User Adoption March 5, 2013 ©2013 SUSAN HANLEY LLC
- 2. Be prepared http://www.fema.gov/es/comment/1967 2
- 3. Are we sure? User Adoption User Engagement 3
- 4. But wait, then why are we here? 4
- 5. For typical intranet and collaboration solutions, we often define results in platitudes We can find We are not re- We know what content and inventing the we know expertise wheel 5
- 6. Results mean … The average time to on-board a new employee went from 3 months to 3 weeks Customer satisfaction scores increased by 20% Average profitability per client engagement increased by 10% Revenue increased by 10% with no increase in headcount 6
- 7. Secret # 1: Adoption is not the end game 7
- 8. About Me • President, Susan Hanley LLC • Led national Portals, Management Collaboration, and Content practice for Dell • Director of Knowledge Management at American Management Systems • Governance • User Adoption • Metrics • Information Architecture • Knowledge Management • Portals • Collaboration Solutions sue@susanhanley.com susanhanley
- 9. We built it, why don’t users just come? 9
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- 11. Features that engage Likes and Ratings Chapter_07_User_Adoption.docx Recognition in Author Site Feedback Helpful Hints Search that works! 11
- 12. Engaging Search Features in SharePoint 2013 Content “inside” Metadata preview Date last edited Count of views Document headings View library
- 13. Content that engages Well-written Text easy to scan Tips for writing great content for SharePoint Accurate, useful, timely, relevant No distracting images or banners Addresses the point http://tiny.cc/ContentAuthoring 13
- 14. Secret # 3: It’s personal 14
- 15. Adoption in Four Words Me Mine Ours Focused 15
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- 17. Why is it difficult to adopt new technologies? Delayed No Squishy Gratification Guarantees Benefits 17
- 18. 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). 18
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- 20. Why is change so hard? Comfort with the status quo “This is how we’ve always done it … and it works for me.” Discomfort with being forced to change “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?” 20
- 21. How does change impact your adoption plan? Engagement DEGREE OF CHANGE Communications and Training ADOPTION PLAN FOCUS 21
- 22. Ease in to change Start small Keep it simple Consider your culture Consider the “long wow”– help users create new habits Identify and engage your Mikeys 22
- 23. Secret # 6: It’s all about comfort 23
- 24. Have a training roadmap – to increase user comfort Don’t assume it’s intuitive Adapt to the style of the learner One size does not fit all Don’t try to train all at once 24
- 25. Supplement with timely, recurring fun … SharePointoberfest - inebriate while you collaborate! CollaBOOration - A Ghoulish Guide to Metadata SharePointgiving - Give thanks to document workflow and approval 25
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- 27. Just the facts Communications Communication planning does not needs to be end at solution persistent launch 27
- 28. Launch ideas that worked … mostly 28
- 29. Launch Video http://www.scoop.it/t/intranet-launch-videos-and-teasers 29
- 30. Persistent communications that rocked Connect: 30 for 30 It’s like having your very own super hero utility belt -- with no Get Sharp on need for the super hero tights. SharePoint 30
- 31. Tested ideas for your communications plan Leverage existing meetings and events Create (and use) an “anecdote” bank Target your messages Did you know …? rotating message (tip of the day) Portal Minute at the start of company meetings “Look what they did” success stories Cafeteria table toppers Message board/break room/elevator bank announcements or posters Desktop wallpaper Usability testing 31
- 32. Secret # 8: It’s about support 32
- 33. It takes a village Pilot team Seed the organization Volunteers with evangelists Employee advocates Office hours Plan ongoing support Center of Excellence Training and Documentation Make sure the help desk is prepared 33
- 34. Secret # 9: It’s about fun! 34
- 35. 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” 35
- 36. More fun 36
- 37. But be careful … some homework http://www.youtube.com/watch?v=u6XAPnuFjJc 37
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- 39. 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 39
- 40. Secret # 11: You’re never done 40
- 41. Secret # 12: It’s about sharing 41
- 42. The Twelve 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 42
- 43. Susan Hanley Susan Hanley LLC sue@susanhanley.com 301 469 0770 (o) 301 442 0127 (m) @susanhanley www.susanhanley.com http://www.networkworld.com/ community/sharepoint 43
- 44. Bonus Slides
- 45. A rose by any other name … One Carlyle Team Carlyle Oasis My Carlyle iNet TeamNet PERKolator The Pulse MyNet The Grid The Cupboard Connect 45
- 46. 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) SharePoint Coming Soon: Essential SharePoint 2013 Essential SharePoint 2010 Practical Framework for SharePoint Metrics I Use SharePoint: http://sharepoint.microsoft.com/iusesharepoint/landing.aspx SharePoint Server 2010 Adoption Best Practices White Paper (http://bit.ly/acLyla) www.nothingbutsharepoint.com 46