unlocking the secrets of sharepoint user adoption
DESCRIPTION
Twelve secrets to user adoption success for SharePoint solutions.TRANSCRIPT
SharePointintersectionSession SP03
Unlocking the Secrets of SharePoint User Adoption
@susanhanley
©2013 SUSAN HANLEY LLC
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About Me
• President, Susan Hanley LLC• Led national Portals, Management
Collaboration, and Content practice for Dell
• Director of Knowledge Management at American Management Systems
• Governance• User Adoption• Metrics• Information
Architecture• Knowledge
Management• Portals• Collaboration
Solutions
susanhanley
www.networkworld.com/community/sharepoint
www.susanhanley.com
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User AdoptionUser Engagement
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But wait, then why are we here?
RESULTS
Secret # 1: Adoption is not the end game
We built it, why don’t users just come?
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Adoption rarely happens all at once
WIIFM The solution has to be worth adopting
Secret # 2: Adoptable solutions solve problems
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Features that engage
Likes and Ratings Feedback Helpful Hints Search that works!
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Content that engages
Well-written Accurate, useful, timely, relevant Addresses the point
http://tiny.cc/ContentAuthoring
Secret # 3: It’s personal
Adoption in Four Words
Me
Mine
Ours
Focused
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Secret #4: You can prepare!
Why is it difficult to adopt new technologies?
Delayed Gratificatio
n
No Guarantee
s
Squishy Benefits
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Secret # 5: It’s about change
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Why is change so hard?
Comfort with the status quo “This is how we’ve always done it … and it works for me.”
Discomfort with being forced to change “I’m not broken, why are you trying to fix me?”
No personal benefit “Sure, I see why the big-wigs would want this, but what’s in
it for me?”
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Ease in to change …
Start small Keep it simple Consider your culture Consider the “long wow”– help users create new
habits
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… and engage some helpers …
Identify and engage your Mikeys
Secret # 6: It’s all about comfort
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Have a training roadmap – to increase user comfort
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Don’t assume it’s intuitive
One size does not fit all
Don’t try to train all at once
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Supplement with timely, recurring fun …
SharePointoberfest - inebriate while you collaborate!
CollaBOOration - A Ghoulish Guide to Metadata
SharePointgiving - Give thanks to document workflow and approval
Secret # 7: It’s about communications
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Just the facts
Launch ideas that worked … mostly
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Launch Video
http://www.scoop.it/t/intranet-launch-videos-and-teasers
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Persistent communications that rocked
30 for 30
Get Sharp on
SharePoint
Intercept requests for
communication via email –
help with ongoing
transition
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Tested ideas for your communications plan Regular “on site events” – Polls on Mondays, Conversation Topic of the Week on
Tuesdays, Employee Spotlights on Wednesdays, Trivia on Fridays Leverage existing meetings and events Create (and use) an “anecdote” bank Target your messages Did you know …? (tip of the day) Portal Minute at the start of company meetings Weekly recap “Look what they did” success stories Cafeteria table toppers Message board/break room announcements or posters Desktop wallpaper Usability testing
Secret # 8: It’s about support
It takes a village
Plan ongoing support
Office hoursCenter of Excellence
Training and Documentation
Make sure the help desk is prepared
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Seed the organization with evangelists
Pilot teamVolunteersEmployee advocates
Secret # 9: It’s about fun!
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Incentives and rewards help kick-start …
Key Influencer Strategy Someone important Model the behavior
Fun Stuff Scavenger Hunt Launch Video Points, Badges, Prizes Five for Five “Profile Week” Photo Booth
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… and gamification can help maintain engagement … in the right situations
Gamification is the application of game elements and game mechanics
to non-game problems, such as business and social impact challenges.
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Game elements: Points, Badges, Leaderboards
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Is gamification appropriate for your business challenge?
Motivation: Where would you derive value from encouraging behavior?
Meaningful choices: Are your target activities sufficiently interesting?
Structure: Can the desired behaviors be modeled through a set of algorithms?
Potential conflicts: Can the game avoid conflicts with existing motivational structures?
Secret # 10: It’s about listening
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Allow users to provide feedback
User feedback helps identify where you’ve got adoption challenges
Provide an opportunity to provide feedback on every page of your site
Get up out of your desk and ASK for feedback! Conduct usability tests and LISTEN to what people
say but WATCH what they do
Secret # 11: You’re never done
Secret # 12: It’s about sharing
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The Secrets1. Adoption is not the
end game
2. Adoptable solutions solve real problems
3. It’s personal
4. You can prepare
5. It’s about change
6. It’s about comfort
7. It’s about communications
8. It’s about support
9. It’s about fun!
10. It’s about listening
11. You’re never done
12. It’s about sharing
Questions?
Thank you!
Don’t forget to enter your evaluation of this session using EventBoard!
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User Adoption Resources
General Read
User Adoption Strategies: Shifting Second Wave People to New Collaboration Technology by Michael Sampson
Jakob Nielsen’s Alertbox: http://www.useit.com/alertbox/ (Current Issues in Web Usability) Reference article published 3/4/13 about social features on intranets:
http://www.nngroup.com/articles/intranet-social-features/
SharePoint Essential SharePoint 2013 Essential SharePoint 2010 Practical Framework for SharePoint Metrics DiscoverSharePoint.com SharePoint Server 2010 Adoption Best Practices White Paper (http://bit.ly/acLyla) www.nothingbutsharepoint.com
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A rose by any other name …
The Cupboard
One CarlyleTeam CarlyleMy Carlyle
PERKolator (blogs)Orchard (intranet)
The Grid
ConnectThe
Pulse
The Core The Seabag