A quick story about technology adoption
The story of a beautiful looking Intranet… that didn’t help its users
Time for a Quick Poll
Agenda
2 minutes intro about me and our company
Discussion on why we should care about ‘Adoption’
Overview of current challenges and true stories to learn from
Strategies to overcome those challenges
About me - Asif RehmaniTrainerFounder and CEOVisualSPChicago, USA
Contact
Author
Trainer and ConsultantSharePoint MVP, MCTConference Speaker
SPCIgniteTechEdSPTechConSP ConnectionsSP FestDev IntersectionAnd many more…
Help users when They need it most
Help items for current page and context
List of in-context Help
Items
Help Tab
VisualSP Help SystemIn-context support through Help tab
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 SharePoint video tutorials
• Fully narrated by SharePoint experts
VisualSP Training Center
Target audience for this session:
Communications SpecialistIntranet/Web Content ManagerPortal Solutions ManagerSharePoint Guy/Gal
Session level:
100 - Overview
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1. Make you look like a super hero
2. Progress your career
3. Help you get a job in any industry vertical you choose
1. Make you look completely foolish
2. Get you fired
3. Make you change your career and go to a different industry
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Poll: What SharePoint version are you currently on?
2013
20102007
Earlier
15
Adoption of any new technology is not easy
A new product has to offer a 9x improvement* over the existing solution in order to be easily adopted.
*Source: Harvard Business School Publishing, 2004
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What can SharePoint do?
CollaborationDocument managementInternal Social NetworkFormsProcess Automation (Workflows)Business IntelligenceReportingSearchMetadata Management…
Super secretSharePoint 2016 will even make coffee!
NDA
SharePoint Intranet Designs
Source:
http://www.steptwo.com.au/columntwo/make-sharepoint-intranets-beautiful/
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Best rated intranets of 2013
7 out of top 10 winners in 2013 used SharePoint*
* Nielsen Norman Group (expertise in user experience research)http://www.nngroup.com/articles/intranet-design-2013/
SharePoint 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 SharePoint users and do my ‘real’ job
3. SharePoint is one of the many systems I support
4. People keep going back to the old way of doing things and not using and adopting our Awesome Intranet the right way
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?
Components of SharePoint Adoption
1.Get an Executive sponsor2.End User Training and Support3.Build ‘no-code’ solutions and create ‘no-code’
developers in-house4.Empower the Help Desk5.Keep things Fresh!
Follow the leader
Top down support is a Must!(otherwise, you might as well call it quits now)
Employees model the behavior of the leader
Without Executive support, your top talent will eventually leave
Executive Support in Action
Public proclamation of support and vision for SharePoint based initiatives
At least one executive should have an internal active blog
Have executives refuse to accept emails with too many attachments, large attachments or messages to too many people
Have CXO answer one submitted question a week on the front page of portal
Jeff Immelt – CEO GE
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
Empathy generating exercises for SharePoint Admins
If you are a Mac user, try using a PC for one day (or vice versa)
Remove yourself from the SharePoint administrator role for 3 days. Try to get by with just contributor rights or below on all sites you have access to.
What users experience when they come across something they don’t understand in SharePoint
ExampleA user sees 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) Google/Bing it4) Email or call help desk5) Give up (ask someone else to do it)
Sequence of 'training' end users
1. Communicate business goals – weeks or months in advance of a new initiative
2. Clarify how the changes apply to their role
3. Train on software/technology (this usually comes first unfortunately)
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 $57,5001,000 $115,0002,000 $230,0005,000 $575,00010,000 $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 (by peers)
Provide on-demand quick help - tip sheets, video tutorials and reference documents when users need them
Provide a reference Knowledge Portal – online or on-premises
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.
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Questions to ask yourself
Incorrect questions What can SharePoint do? How much is the initial cost of the solution?
Correct questions What do our users need? What does our business need? What’s the return on investment long term for those solutions? Who’s going to maintain the solutions?
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…
Reasons for going ‘no-code’
Possibilities of what you can do are Enormous!
Quick learning curve
Easier ongoing management of solution
Delegate responsibility easily
Who is building these no-code solutions and why?
Not end users!!
Power Users / Evangelists in each department• SharePoint is a platform for solution creation• Create team specific solutions quickly!• Creates a sense of pride and accountability
Identify true pain points and focus in on them sounds easy, right..? Not so fast
Implement Quick Wins
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SharePoint Designer 2010
Manipulating Data and List Views
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More Dashboards
PerformancePoint Dashboard Designer
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And more Dashboards
SQL Server PowerPivot
How do I practice my ideas and concepts?
Get a 30 day trial of Office 365
Watch free sample videos at:http://visualsp.com/video-categories/all-sample-videos/
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Typical Technology Help Desk Setup
Big companies: Internal Help Desk supporting multiple applications
Small to Medium size companies: 1 to few people in support role
Or Help Desk is outsourced
Small companies: It’s Joe or Sarah in each department who is The Help Desk
Providing Help to the Help DeskFormal training (in-person or online) on SharePoint at the Power User level – browser and no-code
Ability to tap into available knowledge base as neededWiki pages and documentationVideo tutorialsEstablished connections with department/team evangelistsOnline resources
Remote consultation with SharePoint experts
Focus on continuous re-marketing
There’s a reason why movie trailers are created months or years in advance. They create much needed excitement!
Hold mini launch and re-launch events
Focus on the WIIFM aspect when designing campaigns
Tools for marketing:Videos, Posters around the building, special Announcements at company events, internal Social Media, Newsletter, etc.
Example of a simple launch campaign
Currently our Intranet is like
But a new one is on the horizon!
Releasing:
September
2016
Create sense of Accountability
SharePoint doesn’t drive culture change, People do! Empower them!
Place owner info on every pageprovides accountabilitycreates End Users 'comfort' - someone is out there who can help
Hold Food related events on a regular basis
SharePointOberfest (Oktoberfest)
CollaBOOration (Halloween)
SharePointgiving (Thanksgiving)
30 for 30 – give us 30 mins and we’ll teach you 30 things (another name for Lunch & Learn)
Call to Action
(Raffle coming up)
Always have clear goals defined before proceeding
Commit to continuous improvement
Check out the VisualSP Help System to help improve SharePoint Adoption in your organization
Thank You!