san francisco sharepoint user group - september 2016 - drive on the fasttrack to sharepoint and...

Drive on the Fast Track to SharePoint and Office 365 End

User AdoptionHeather Newman, CMO, Content Panda

SFSPUG – Sept 2016

Tweet this Talk @heddanewman @contentpanda @SPSNashville #SPSNashville

@heddanewman

Heather Newman

IMPROVEIT! BOOK - ESSAYS ON SHAREPOINT ANALYTICS & ADOPTION

The paperback and Kindle editions are

available on Amazon. The free eBook is

available here: http://www.improveit.ho

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IT Unity Women in Tech #IStandByYou

Calling all women in technology to share your stores and be heard on the IT Unity Women in Technology community site.

#I Stand By You Campaign launched - June 2016

http://www.itunity.com/community/women-in-technology

Adopt a PandaEnter to win a World Wildlife FundAdopt a Panda Kit(Value $55 USD)

Soft plush version of your adopted animal5" x 7" formal adoption certificate5" x 7" full-color photo of your speciesSpecies spotlight card, full of fascinating information about the animal

Shipped to you post-event

Knowledge of Fast Track ProgramEnd User Adoption ChecklistResources

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.



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

Define Your Vision Choose Executive Sponsors Define Use Cases

Outline Your Vision

It’s All About Value

Why SharePoint? What is your vision?

Technical Requirement

IT Upgrade

Business Need

Meet Compliance

Collaboration

Project Management

Break Down Department Silos

Serves as a role modelArticulate value proposition Issue future company-wide announcements and updates

Executive Support

“Use Case” DrivenLook to the BusinessSales and MarketingR&D, Production and OperationsFinance and AccountingInformation TechnologyHR and Internal CommunicationsLegal & Compliance

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/Key Stake Holders

Adoption Communication Plan Release in Phases

Champions Rock Your ProjectTop down and bottom up – gotta have bothThe most excitedThe biggest critic

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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Bill of materialsExecutive announcementsWho is your target audience

Develop Your communication plan

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

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



Release in PhasesOne division at a timeDon’t boil the oceanOne workload

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

End User Training Look to Experts

End User TrainingIn-person In-context

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:

Expert Opinions & GuidanceThere is great information out in the world that exists through sites like IT Unity.com and Microsoft MVP or influencers websites. They have been working on user adoption a long time and their best practices are excellent. Sue Hanley, Jennifer Mason, Robert Bogue, Penelope Coventry

Make it Fun - Gamification

Measure, Share, Iterate

Make it fun (buck the company culture)Use an online scavenger hunt as a fun way to encourage usageProvide recognition for content contribution or usage

Gamification

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.

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.

Measure Share Success and Iterate

Broaden EngagementCreate SurveysListen to Issues and Pivot on Them

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.

LeverageLeverageLeverage




Lets talk statistics for a minute…

the percentage of organization users introduced to SharePoint without training…

52 perc

ent

the average time spent per day by knowledge workers searching for information

2.5 hour

sthe percentage of knowledge studentsforget 24 hours after training70 perc

ent

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Q&A

Heather [email protected]: www.creativemaven.com/blogTwitter & Instagram: @heddanewman

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