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You can’t win if they don’t play Social intranets: 10 ways to drive adoption

Gilbane Boston 2012

Introduction

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Why adoption matters

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Most important factor in realizing value?

1%

16%

13%

70%

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• 70% - Effective user adoption

• 16% - Organizational change

• 13% - Software functionality

• 1% - Process alignment

Defining Enterprise Software “Success”, Sandhill.com and Neochange, 2008

1. Social: Decide what you actually mean

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Joe to pick three prompt questions for choosing your social

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What you can do today Look for common offline behaviours that transfer well to online

Shift the conversation away from “social” itself; the term scares people. Focus on the actual behaviour

Identify outcomes you’d like to see from the target behaviour. Measure your progress.

2. Pick tools based on user needs

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Key Inputs to Technology Assessment

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Features Effectiveness

of Experience

Systems Architecture

Total cost of ownership

Vendor viability

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Joe to pick three prompt questions for choosing your social

1. 2. 3.

Putting it into practice

Ask vendors to demo specific (20%) features.

Invite actual end users to attend. Ask them to evaluate demos using a standard, short survey.

Prioritize users’ input higher than the other factors.

3. Don’t fear the inane

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Joe to pick three prompt questions for choosing your social

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Three “killer apps”

Yammer

Classifieds

Book clubs (communities of interest)

4. Build tunnels

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Joe to pick three prompt questions for choosing your social

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Get knowledge, not $$

Identify key behaviours and outcomes.

Monitor analytics to see where conversions are happening.

Define and refine the workflows that support these behaviours.

5. Motivate and gamify

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Joe to pick three prompt questions for choosing your social

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Three popular tactics

“Percent complete” thermometers

Badges

Leaderboards

6. Use a little peer pressure (barn raising)

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Joe to pick three prompt questions for choosing your social

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Good barns to raise

Personal profiles

Wikis

Document libraries

7. Pick winners (shamelessly)

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Joe to pick three prompt questions for choosing your social

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Good jobs for winners

Demo evaluations

QA testing of new features

Peer support resources

8. Plot the rollout

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Joe to pick three prompt questions for choosing your social

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Good examples Prepare video walkthroughs for key features and release one per day / week

Use analytics to identify under used tools – these are good candidates for future videos

Shut down old ways that users used to get the content and redirect them to “How Tos” on how to use the new system

9. Showcase others

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Joe to pick three prompt questions for choosing your social

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How to define ‘normal’

Choose really reputable users to pilot the solution.

Focus on supporting them as they change.

Showcase their content and watch others emulate their behavior.

10. Measure and refine

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Joe to pick three prompt questions for choosing your social

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Three great metrics

Abandoned searches

Percentage of completed personal profiles

Time on task

So what now?

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Joe to pick three prompt questions for choosing your social

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Pick your social 6. 7. 8. 9. 10.

Consider the users

Don’t fear the inane

Build tunnels

Motivate and gamify

Embrace peer pressure

Pick winners

Plot the rollout

Showcase others

Measure and refine

Like the presentation? You’ll love the whitepapers!

www.nonlinearcreations.com/whitepapers

Enterprise social computing and the imperative of participation http://bit.ly/10uut8L

Intranet governance in seven easy steps http://bit.ly/UfnA9G

Is my organization ready for social media? http://bit.ly/TQ13f5

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