drive on the fasttrack to sharepoint end user adoption in your organization - sharepoint saturday...

Drive on the FastTrack to SharePoint End User Adoption in Your Organization for Office 365

& SharePoint 2016Heather Newman

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Heather Newman

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Knowledge of Fast Track ProgramResourcesChecklist

No Adoption = No Value

Walk Away With

Technology Acceptance Model

Perceived UsefulnessThe degree to which a person believes that using a particular system would enhance his or her performance

Perceived Ease of UseThe degree to which a person believes that using a particular system would be free from effort

Focus on the “Why” Not on the “What”

Software is usedand consumed by humans

InnovatorsEarly AdoptersEarly MajorityLate MajorityLaggards

Adoption Campaign Checklist Define Your Vision Choose Executive Sponsors Define Key Stakeholders Define Use Cases/Business

Scenarios Gather Your Champions Release in Phases Adoption Communication Plan End User Training Look to Experts Make it Fun - Gamification Measure, Share, Iterate

http://fasttrack.microsoft.com/office

End user adoption and governance has not changed in 15 years for SharePoint or Office 365

People just don’t take the time to do it, because its not easy.



What do you need to do to be successful?

Set vision & identify business scenariosA deep understanding of the business goals, as well as people challenges and needs to achieve them.

1Prioritize solutions & create an adoption planA solution that people love and that helps them achieve business goals and get things done more effectively.

2Commit resources & execute on adoption planA strategy to drive adoption including communications, readiness, and community.

3Measure, share success, & iterateA benchmark, KPIs, and success stories to help demonstrate success internally, improve, & expand.

Key attributes of a successful adoption approach.

4

success.office.com

Define Your Vision Choose Executive Sponsors Define Key Stakeholders

Map solutions to business challenges

[Possible Office 365 solution] [Possible Office 365 solution]

[Department/team] [Department/team] [Department/team]

[Possible Office 365 solution]

[Business scenario] [Business scenario] [Business scenario]

[Challenge] [Challenge] [Challenge]

Gather Your Champions Release in Phases Adoption Communication

Plan

Champions are not only passionate about what they do, but are also excited to evangelize and help their peers to learn more effective solutions.

GroomChampions

How will champions support you?

Champions will help to:

Champions will help reduce the strain on the resources of the core project team, and help drive engagement throughout the community.

Create the groundswell and enthusiasm that grows adoption of improved ways of working.

Build a circle of influence amongst their teams.

Bring the new ways of working to life across teams.

Identify business challenges and possible solutions.

Provide feedback to the project team and sponsors.

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2

3

4

5

24%Recognition for expertise and efforts

29% A formal program

55% “It makes my job easier when others around me know how to use the solution.”

12%

Ce

rtific

atio

n

14%

M

inor

co

mpe

nsat

ion

How to motivate champions?

“I am the power user. I’m trying to keep it going so others will do the same. It’s about sharing ideas.”Paul

“It’s a matter of finding those people who are motivated. I see it as an opportunity. Part of my job is to encourage community and knowledge sharing.” Darren

What champions are saying

Build a sustainable champions community

Champions:

Champions help build, grow, and sustain your Office 365 rollout by evangelizing and helping their peers with the new solutions.

Should be formally trained to increase their depth and breadth of knowledge.

Should be encouraged and empoweredto guide, teach, and train their peers.

Need consistent positive reinforcement that affirms the impact of their efforts.

Need a clear plan upon which to execute.

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Customer story: Best Buy: The rise of the ninjas—a SharePoint 2013 user adoption story (SPC296)http://aka.ms/bestbuyninjas

http://aka.ms/bestbuyninjas

Release in Phases Adoption Communication Plan End User Training Look to Experts

To maximize results, use a variety of tacticsConsider a mix of these activities to maximize impact and adoption.

including internal announcements or newsletters, is critical to driving adoption, as it informs and inspires users about the new technology and helps create a natural “buzz” or excitement.

Communications

such as parties, town hall meetings, contests, and giveaways, can help further momentum and encourage employees to start interacting with the new tools. Events should require users to interact with Office 365, so that they can experience the value first hand.

Engagement events

which can vary from classroom-style sessions to self-help getting started guides, is essential to ensure that employees understand how to actually use the new technologies to get their work done.

Training

Keep in mind that the more communications, events, and training sessions that you organize, the more likely your colleagues will engage with Office 365 during your launch and afterward.

Plan activities to drive adoption from pilot to post launch

Pre-launch phase Post-launch phaseWeek 1 Week 2 Week 3 Week 4 Week 5 Week 6 Week 7 Week 8 Week 9 Week 10 Week 11 Week 12

Key eventsTarget Launch (date)

Project management

Finalize project plan

Check in with awareness leads

Execute launch activities

Build on results on end-user survey

Vision/business value

Vision and business scenario development

Define solutions and success criteria

Build adoption plan & Secure Budget

Scenario prep, executive training

Launch scenarios

Engagement activities/evaluate success






Technology enablement

Readiness for technical deployment of Office 365

Run Pilot with Champions/Early Adopters Enable solution(s) to organization, department(s) or team(s)

Communications/training

Identify comms, training and event needs

Develop comms & training plan;Train helpdesk

Launch teasers: posters, flyers & booklets; setup Learning center

Internal site announcements; dept. specific awareness tactics; first touch event(s); launch FAQ & Yammer Help Group; first round of trainings

Executive Welcome Email & Event

Setup ongoing training series

Ongoing awareness email campaign

Launch participation giveaway

Ongoing awareness email campaign

Update and maintain Learning Center

Preform end-user survey

Champions

Identify champions

Train champions and brainstorm activities

Determine ongoing champion duties

Finalize champion launch activities

Survey champions, capture early adopter successes

Execute launch activities

Launch weekly scenario spotlight based on early adopter success

Launch recurring tips & tricks

Identify and train new champions

Governance

Begin governance discussion; confirm exec sponsorship

Usage policy development

Prepare best-practice policies

Finalize usage policies

Share policies and resources

Based on survey, implement adjustments to usage policy

End-to-end adoption project plan sample

success.office.com/resources

What should you include in an awareness campaign?5 weeks 4 weeks 3 weeks 2 weeks 1 week Launch Post-

launchPosters, flyers, booklets, teasers

First Touch eventInternal site announcements, department-specific awareness tactics

Weekly Scenario SpotlightHelp desk trainingChampions trainingLearning Center (set up, then update as needed) Maintain & Update Learning Center

Pilot surveyEarly adopter videosLunch & learn Recurring Lunch & Learn

Recurring Tips & tricksIntranet site announcements

FAQ Maintain FAQLaunch eventExecutive welcome emailEnd-user trainingPolicies, best practices

Contests, giveawaysWeekly reporting, success criteria updates

Awareness Project Plan Sample

Launch & engagement eventsLaunch day tips:

Host a large-scale launch event, such as a company all-hands or town hall style meeting, in which the executive sponsor and rollout team can officially introduce Office 365 and discuss the value proposition.

Throughout the event, have champions actively engage with the audience to answer questions, address concerns, and encourage the use of Office 365.

Create a Yammer group and point users there to continue the conversation and help consolidate information that is captured.

Organize contests, scavenger hunts, prizes, and giveaways that require people to interact with the Office 365 tools.

Have t-shirts printed for champions to wear on launch day for a unified and recognizable look.

Display printed materials to raise awareness about the day’s activities and showcase the most exciting Office 365 features.

Awareness & communications

Let people know what’s coming, setup expectations and spark interest by focusing on the “What’s in it for me?”.

Inform users of upcoming rollout, and share benefits with them to create anticipation

Lunch and learn sessions are a great way to showcase benefits, get people excited, and involve Champions within your organization.

Countdown & Announcement emails First Touch Events & SWAGs



Awareness & communications

Ensure that Office 365 has a visual presence throughout your corporate offices through posters, flyers, educational booklets, and other print messaging.

Inform users of upcoming rollout, and share benefits with them to create anticipation

A great way to generate buzz and get people excited is to play teaser videos during an event or by the cafeteria.

Posters, booklets & print Highlights & teasers



Increase depth & breadth of usage and manage upcoming changes in the service

success.office.com/resources http://aka.ms/o365learning

Ongoing usage and support

Customizable email templates to help maximize depth and breadth of usage over time.

Get people up and running quickly with these essential learning and training resources for Office 365.

Tips & tricks emails series Office 365 Learning Center

End-user trainingTraining end users

Who are you training?

What is their role in the organization? What are some of the tasks they perform?

Where do users perform these tasks? On a mobile device? In the office using a workstation?

When do users perform these tasks? When do they need access to the tools? When should training be completed?

How integrated is the tool set in day-to-day activities? How might organizational policies be affected by the integration of the new tool set (sharing documents, storing files, collaborating with external partners, using email attachments)?

should take on multiple forms to accommodate different learning styles, geographical barriers, and resource constraints. You’ll want to develop a comprehensive training plan that takes into account the technologies being rolled out, the core tasks your audience will need to learn, and the available training budget.Most likely, you’ll have multiple audiences to serve with your trainings so it’s important to consider:

End-user trainingThe “why” should be the most importantaspect of your training. If your end users are new to Office 365, your training should do more than simply introduce them to procedural “how-to” information for performing tasks. They need to know why the change is happening, what’s in it for them, and why they’re being asked to change.

A key part of your training planis to demonstrate the benefits of the change. Understanding and addressing user concerns is key toward easing the transition and ensuring a successful deployment. Here are some tips:

Explain what their specific work will look like with Office 365, and what types of efficiencies or benefits they can expect in comparison with any old tools or processes.

Use the tasks or business processes that are familiar to your audience as a way to draw them into feature-specific information.

Lead with benefits Use real work scenariosMake sure to integrate information about the rules, processes, and best practices that your organization has put into place around Office 365.

Include governance model Use an internal team site

to store training resources such as getting started guides and tips & tricks.

Create a learning centerCall upon your network of champions who are committed to developing Office 365 expertise to provide coaching and assistance across their teams.

Mobilize champions

Make it Fun - Gamification

Measure, Share, Iterate

Feedback(ongoing)

With your champions, create a feedback or triage team to address end-user inquiries promptly. The team can create a Yammer group for users to submit inquiries, and provide instructions on where to access information.

You can maintain a Frequently Asked Questions (FAQ) list to address the most anticipated questions. Post the FAQ on your internal site, and assign a team to update it regularly.

Feedback loop tips

Define your success criteria

As you draft your success criteria, use the SMART mnemonic to guide you:

Specific: Clear & unambiguous; answers the questions, “What, why, who, where?”Measurable: Concrete; clearly demonstrates progress.

Attainable: Realistic; not extreme.

Relevant: Matters to stakeholders.Timely: Grounded to a specific target date; answers the question, “When?”

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When you developyour ideal business scenarios and solutions, it’s critical to come up with a formal set of success criteria to measure the impact resulting from your Office 365 rollout. You’ll need to determine what should be measured, and how you will go about collecting both quantitative and qualitative data.

We recommendthat you choose criteria that will help you showcase success to leadership, such as user satisfaction, employee engagement, adoption velocity, and figures related to your desired business scenarios.

Fast Track Resources

MICROSOFT CONF IDENT IAL – INTERNAL ONLY

http://office.com/roadmap

Focus on new and updated functionality*

Covers what’s coming in the near-term, and some longer-term

Offers high-level details, including name, description, status

Not a comprehensive view of all change

A public place where you can get information on service updates to help manage the faster

paced release cycles of the cloud

Office 365 Public Roadmap