Conquer the chaos of SharePoint end user

support

Asif RehmaniSharePoint MVP and MCT

@asifrehmani

SharePoint-Videos.com

A quick story about technology adoption

The story of a beautiful looking Intranet that didn’t provide users what they needed most

We built it, but not many came

Target audience for this session:

Intranet/Web Content ManagerCommunications SpecialistPortal Solutions Manager

SharePoint Guy/Gal

This webinar will cover:

Current end user support challenges

Strategies to overcome those challenges

How VisualSPTM Help system helps automate end user support

Ideas for what to do with your time when end users don't need you for SharePoint support

Raffle at end – 1 year access to SharePoint-Videos.com

VisualSPTM

in-context and on-demand Help for SharePoint users

Context sensitive Help items:• Videos • Images/Screenshots

• Documents • Links

Poll: What SharePoint version are you on? (or navigating towards)

2013

2010

2007

Earlier

‘End Users’ – according to webopedia"The final or ultimate user of a computer system. The end user is the individual who uses the product after it has been fully developed and marketed… users who require a bug-free and finished product… The term end user usually implies an individual with a relatively low level of computer expertise…"

Current SharePoint end user support and software adoption challenges

Support person point of view

1. Users ask the same question again and again

2. I don’t have enough hours in the day to support users and do my ‘real’ job

3. People keep going back to the old way of doing things and not using and adopting our Awesome Intranet the right way

Audience: You guys have anymore you want to share?

SharePoint Intranet Designs

Source:http://www.steptwo.com.au/columntwo/make-sharepoint-intranets-beautiful/

Here is the quick solution to End User Adoption:

End User point of view

1. I like the way we are currently doing things. Why change it?

2. I don’t want to learn a new technology/software

What they are Really saying is:

WIIFM - What’s In It For Me?

End User Training and Support“If you build it, they will come” is sadly not true for SharePoint

Empathy for end users is the key!

What’s in it for them? Why should they care?

Understand before being understoodSeemingly simple things to You might not be as simple to Them

What users experience when they come across something they don’t understand in SharePoint

ExampleSeeing that a document is checked out in a document library. This person wanted to edit this document.

Steps they take:1) Look around on the page for any info on what that means and what

they can do2) Ask someone nearby3) Email or call help desk

Sequence of 'training' end users

1. Communicate business goals – weeks or months in advance

2. Clarify how the changes apply to their role

3. Train on software/technology

Cost of “training” users the traditional way

Approx. $115 / user (not counting the time off from work)for an average 2 day training

Size of Organization Total cost of 2 day training for end users

500 $57,500

1,000 $115,000

2,000 $230,000

5,000 $575,000

10,000 $1,150,000

A Bold statement coming up…

A thorough end users Training on SharePoint is a waste of time - Theirs and Yours

Instead…• Provide kick off/intro training, then frequent awareness sessions in

form of lunch and learns• Provide on-demand quick help - tip sheets, video tutorials and

reference documents when users need them• Provide a reference Knowledge Portal – online or on-premise

After two days of training, people remember

10% of what they read20% of what they hear30% of what they seeCopyright 1999 Open-Book Management Inc.

VisualSPTM

On-premise solution:

http://www.visualsp.com

SharePoint online (Office 365) solution

In-Context and On-Demand Help for SharePoint users

VisualSPTM

In-context support provided through a Help tab in the Ribbon

All content and categories are configurable

Ability to expose your own training material

We provide the following content out-of-the-box: 105 End User videos Reference help documents and screenshots

Available for:

SharePoint 2010

SharePoint 2013

SharePoint Online

VisualSPTM

Supports multiple media formats

Media types supported:

• Video• Images• Documents• Links

VisualSPTM

Help content displays in the same window

Video tutorials, documents and screenshots all display in the type of pop-up window used throughout SharePoint

VisualSPTM

Supplement with your own content on the Help tab

Put your own content on the Help tab.

VisualSPTM

Provides security trimming for Help items

Ability to specify SharePoint user permission needed to see a particular help item

VisualSPTM

Show the Help items at any page

Target the Help item for various scopes.

ExampleThe video checking out a document can be set to appear in the Help tab for document library and for web pages

VisualSPTM

Show Help items on body of page

VisualSPTM web part lets you show Help content on the page

VisualSPTM

Control the Help items at any scope

Help items can be configured or inherited at various levels:

• Farm• Web Application• Site Collection

VisualSPTM

Support for foreign languages

Support for French and Spanish provided built-in.

Can be extended to provide support for any other language.

VisualSPTM

Help for other SharePoint products

Supports providing help for Nintex® Workflows – 2010 and 2013

Video showcase of VisualSPTM capabilities

Lots of usage scenarios demonstrated in the video showcase:

http://sharepoint-videos.com/products/visualsp/visualsp-video-showcase/

Demo of VisualSPTM

Ideas on how to spend your freed up SharePoint time

What can SharePoint do?

CollaborationDocument managementInternal Social NetworkFormsProcess Automation (Workflows)Business IntelligenceReportingSearchMetadata Management…

Super secretThe next version will even make coffee!

NDA

Implement Quick Wins

Identify pain points and focus in on them

What can SharePoint do for your business?

Human resource on-boarding processVacation scheduling systemVendor management portalEmployee training scheduling and materialsBusiness performance reportingCompany knowledge baseHelp desk portalInventory tracking…

Customize sites using SharePoint Designer

Workflows Conditional Formatting

Create powerful views using Excel

Use PowerView to better visualize and present your data dashboard

Create web applications using AccessBuild Access web apps and launch to SharePoint Online

Use Geolocation column for live mappingShow maps directly within lists and libraries

Show pre-configured data on pages using Search web partsLive pre-defined search results on web pages

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How do I practice my ideas and concepts?Watch free videos at:http://sharepoint-videos.com/video-categories/all-free-videos/

Get a free CloudShare environment for 14 days to play around with:http://tinyurl.com/asifcloudshare

Multi-User access to All videos on SharePoint-Videos.com

SharePoint topics covered

End User SharePoint Site Administration

InfoPath SharePoint Designer

Workflows Branding

Project management Metadata Management

Access and Access Services Records Management

Business Connectivity Services Search

Reporting JavaScript customizations

• Hundreds of no-code video tutorials• Fully narrated by SharePoint experts

Call to Action

Empathize with the end user

Provide end users the Help they need when they need it

Enjoy building awesome no-code solutions on SharePoint

Thank You!

@asifrehmaniSharePoint-Videos.com

VisualSPTM