User Productivity Lessons Learned
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This document outlines 10 lessons learned for improving user productivity from an enterprise IT training perspective. It discusses challenges such as a lack of centralized training and the benefits of creating on-demand training videos, custom content, and aligning training with other change management teams. It emphasizes the importance of promoting content through search, social platforms like Yammer and Lync, and gathering user feedback to understand topics that need additional training.
User Productivity Lessons Learned
- 1. Tiffany Songvilay @officeovereasy How We Did IT 10 User Productivity Lessons from an Enterprise
- 2. What you’ll learn • How to choose training topics • How to get people to create content for you • How to make search and social a success User Productivity Lessons Learned Agenda 2
- 3. The Enterprise • 1 Contractor – 1 Manager – 1 Director • “Don’t ask the users what they need” • “Don’t talk to anyone” • OCM and project teams do initial training • No centralized IT Training department • Service desk of employees and PC Helps • One tips and tricks portal (.NET) • Six “Central” links pages (.NET) One passionate person can make a difference Case Study 3
- 4. Example of a .NET Solution
- 5. Never customize fundamentals training • Create an Asset library and a Links list • Watch all the videos and rename them • Show duration time – 2-4 minutes • Don’t publish all the videos on Day 1 Level 100 content is always relevant 1. Buy a training video license 5
- 6. Ongoing on-demand training • Learn a video editing software • Quick Start videos for each revision • Create a tip sheet template • Use a graphic designer to brand your content • Take suggestions and find resources Keep a contact list of SME’s 2. Create Custom Content 6
- 7. Promote all business unit content • Create a criteria for inclusion on the site • Share your template • Link to existing content – don’t duplicate! • Capture owner for corrections or updates • Do make it too big This is not a place to put all IT training 3. Publish on a Central Site 7
- 8. OOTB usage statistics may not be enough • Report on IT vs. non-IT visitors • Track new and returning visitors • Capture referring link • Track by city (global reach) • Compare statistics month over month • Watch list of people who sign up for alerts • Track views on each list item • Delete videos that aren’t being watched Set up tracking prior to marketing the site 4. Track Hot Topics 8
- 9. Have content ready for launch • Pay attention to project timelines • Promote what’s new • Look for integration between technologies • Solve problems – ex., working remotely You are not a content resource for projects 5. Align with OCM Teams 9
- 10. When good information is formatted badly • Review everything that is submitted • Don’t publish everything that is submitted • Search before you create anything new • Experts will show you – write it down! • Add context – why do I need to know this? • Reduce lengthy content down to one page Stay focused on tips and tricks 6. Modify existing content 10
- 11. Power User Group Meetings are so Passé • Write a Business Value Plan • Reach out to existing social groups • Keep a list of contacts as a site reference • Ask the experts how to market the site • Penetrate multiple locations and functions • Create deliverables and be accountable • Follow-up on ideas you didn’t implement Training is worthless if no one knows it exists 7. Meet with your Champions 11
- 12. Or forgiveness for that matter • This a customer service from IT leadership • Site visitors are your customers • Justify money spent using metrics • User feedback does not create an obligation • Use your passion and experience as a guide Upper management is not your audience 8. Stop Getting Permission 12
- 13. Ratings and likes might actually hurt you • No one wants to look stupid • Only use voting/rating if My Sites enabled • Comments are okay if monitored (not OOTB) • Feedback email link on all pages • Create an Exchange Resource account • Create a Lync 2013 persistent chat room • Create and administer a Yammer group Think small when doing social 9. People aren’t THAT social 13
- 14. SharePoint versus .NET • Create an index of .NET content to use as the Enterprise Search content source • Require Title and description for each item • Teach people to search (lunch and learns) Training is worthless if people can’t find it 10. List items in Search Results 14
- 15. What we learned • How to choose training topics • Don’t reinvent fundamentals training • Solve problems – mobility, meetings, multiple editors • Quick Start videos for launch and revs • People have already created content for you • Find it, reformat it, promote it • Use Yammer and Lync 2013 for social • Prioritize Search results and tracking Questions or Comments? Conclusion 15
- 16. Slide deck available at http://www.sharepointtechfest.com/houston/ • Office 365 Customer Success Center • Office 365 Adoption Resources • Office End User Training Resources • Office End User Training Videos • Office Apps - Getting Started • Microsoft IT WorkSmart Guides • Online help • Channel 9 - SharePoint Conference 2014 • User Adoption Strategies Webinar • Join the Office 365 Technical Network and Driving Adoption Yammer Groups Resources 16