SharePointintersectionSession SP03

Unlocking the Secrets of SharePoint User Adoption

Sue Hanleysue@susanhanley.com

@susanhanley

©2013 SUSAN HANLEY LLC

2

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

sue@susanhanley.com

www.networkworld.com/community/sharepoint

www.susanhanley.com

3

User AdoptionUser Engagement

4

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?

6

Adoption rarely happens all at once

WIIFM The solution has to be worth adopting

Secret # 2: Adoptable solutions solve problems

8

Features that engage

Likes and Ratings Feedback Helpful Hints Search that works!

9

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

11

12

Secret #4: You can prepare!

Why is it difficult to adopt new technologies?

Delayed Gratificatio

n

No Guarantee

s

Squishy Benefits

13

Secret # 5: It’s about change

14

15

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?”

16

Ease in to change …

Start small Keep it simple Consider your culture Consider the “long wow”– help users create new

habits

17

… and engage some helpers …

Identify and engage your Mikeys

Secret # 6: It’s all about comfort

18

Have a training roadmap – to increase user comfort

19

Don’t assume it’s intuitive

One size does not fit all

Don’t try to train all at once

20

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

22

Just the facts

Launch ideas that worked … mostly

23

24

Launch Video

http://www.scoop.it/t/intranet-launch-videos-and-teasers

25

Persistent communications that rocked

30 for 30

Get Sharp on

SharePoint

Intercept requests for

communication via email –

help with ongoing

transition

26

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

28

Seed the organization with evangelists

Pilot teamVolunteersEmployee advocates

Secret # 9: It’s about fun!

30

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

31

… 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.

32

Game elements: Points, Badges, Leaderboards

33

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

34

35

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

38

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!

40

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

41

A rose by any other name …

The Cupboard

One CarlyleTeam CarlyleMy Carlyle

PERKolator (blogs)Orchard (intranet)

The Grid

ConnectThe

Pulse

The Core The Seabag