driving sharepoint adoption - fest chicago 2014
TRANSCRIPT
Driving SharePoint adoption in Your organization
Asif Rehmani
SharePoint MVP and MCT
SharePoint-Videos.com
CEO and FounderVisualSP / SharePoint-Videos.comChicagoUSA
Contact
Author
Trainer and ConsultantSharePoint MVP, MCT
Conference Speaker
VisualSP Help Systemwww.VisualSP.com
in-context and on-demand Help for SharePoint users –SharePoint 2010, 2013, Online
Context sensitive Help items:
• Videos • Images/Screenshots
• Documents • Links
Come visit us at our booth
Giveaways for today’s session
1 Year access to
Target audience for this session:
Communications SpecialistIntranet/Web Content ManagerPortal Solutions ManagerSharePoint Guy/Gal
Session level:
100 - Overview
Agenda
Discuss why we should care about ‘Adoption’
Overview of current end user support challenges
Strategies to overcome those challenges
Raffle at the end
What can SharePoint do for You ?
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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
A quick story about technology adoption
The story of a beautiful looking Intranet that didn’t help users
Why is adoption of a technology by Information Workers so important!?
We built it, but not many came
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Adoption of any new technology
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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Poll: What SharePoint version are you on? (or navigating towards)
2013
2010
2007
Earlier
Is SharePoint up for the job?
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What can SharePoint do?
Collaboration
Document management
Internal Social Network
Forms
Process Automation (Workflows)
Business Intelligence
Reporting
Search
Metadata Management
…
Super secret
The next version will even make coffee!
SharePoint Intranet Designs
Source:
http://www.steptwo.com.au/columntwo/make-sharepoint-intranets-beautiful/
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Best rated intranets of 2013
70% of 2013 top 10 winners used SharePoint*
* Nielsen Norman Group (expertise in user experience research)
http://www.nngroup.com/articles/intranet-design/
Looks like SharePoint is up for the job
Now let’s talk about the End User
Who is an End User?
End User vs Power User
Information Worker / End User –
A person who uses information to assist in making decisions or taking actions
Power Users –
Computer user who uses advanced features of programs which are not used by the average user (information worker)
‘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
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 just one of the ‘x’ 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
Audience: You guys have anymore you want to share?
Coming up:
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?
The first phone that ‘felt’ smart
Remember the magic created with this device?
How did it happen?
Components of SharePoint Adoption
1.Get an Executive sponsor
2.End User Training and Support
3.Empowering the Help Desk
4.Building ‘no-code’ solutions and creating ‘no-code’ developers in-house
5.Keep things Fresh!
Executive Sponsorship
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
Question
What can an Executive do to show his/her support for SharePoint initiatives?
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 or large attachments or to too many people
Have CXO answer one submitted question a week on the front page of portal
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 understood
Seemingly 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
Example
A 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 do
2) Ask someone nearby
3) Google/Bing it
4) Email or call help desk
5) Give up (go back to the old system, 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 $57,500
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 see
Copyright 1999 Open-Book Management Inc.
Implement Quick Wins
Identify true pain points and focus in on them
(sounds easy, right?)
Build Powerful and easy to maintain solutions
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Questions to ask yourself
Correct questions
What do our users need?
What does our business need?
What’s the return on investment long term for those solutions?
Whose going to maintain
Incorrect questions
What can SharePoint do?
How much is the initial cost of the solution?
What can SharePoint do for your business?Human resource on-boarding process
Vacation scheduling system
Vendor management portal
Employee training scheduling and materials
Business performance reporting
Company knowledge base
Help desk portal
Inventory tracking
…
Build no-code solutions
Why go ‘no-code’?
Possibilities of what you can do are Enormous!
Quick learning curve
Easier ongoing management of solution
Delegate responsibility easily
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SharePoint Designer 2010
Manipulating Data and List Views
SharePoint Designer 2013
WorkflowsAutomate business processes
Powerful No-Code Apps
Access apps for easy development
Self Service Powerful Search
Empower users to discover information
Powerful no-code forms
InfoPath based web forms
Dynamic Dashboards
PowerView to visualize data
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More DashboardsPerformancePoint Dashboard Designer
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And more Dashboards
SQL Server PowerPivot
Project ManagementUtilize Project Server to manage projects
Use Geolocation column for live mapping
Show maps directly within lists and libraries
How do I practice my ideas and concepts?
Watch free videos at:
http://sharepoint-videos.com/video-categories/all-free-videos/
Get a 30 day trial of Office 365
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Empowering the Help Desk
Technology Help Desk
Big companies: an internal Help Desk is responsible to deal with All end user technical issues
Small to Medium size companies: sometimes the Help Desk is outsourced
Small companies: It’s Joe or Sarah who is The Help Desk
Are you ‘Joe’ or ‘Sarah’ in your company?
Help Desk resource need
1 full time support person every 5,000 people assuming they generate about 25 to 30 problem tickets per week
Providing Help to the Help DeskFormal training on SharePoint at the Power User level – browser and no-code
Ability to tap into available knowledge base as needed
Wiki pages and documentation
Video tutorials
Established connections with department/team evangelists
Online resources
Remote consultation with SharePoint experts
Keeping it Fresh!
Sense of Accountability
SharePoint doesn’t drive culture change, People do! Empower them!
Place owner info on every pageprovides accountability
creates End Users 'comfort' - someone is out there who can help
Food related events
SharePointOberfest (Oktoberfest)
CollaBOOration (Halloween)
SharePointgiving (Thanksgiving)
30 for 30 – give us 30 mins and we’ll teach you 30 things (Lunch & Learn)
Mini launch and re-launch events
Currently our Intranet is like
But a new one is on the horizon!
Useful Widgets on home page
Weather
Traffic
Thought of the day
Almost Raffle time
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
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
Make sure to have Executive sponsorship first!
Focus on what your business needs are and not what SharePoint can do
Plan to support your end users and help desk
Practice building no-code solutions in a sandbox/play environment
Always keep things Fresh
Thank You!