From Vision to Reality: It Doesn't Take Magic to Get

SharePoint User Adoption

March 5, 2013

©2013 SUSAN HANLEY LLC

Be prepared

http://www.fema.gov/es/comment/1967

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Are we sure?

User Adoption

User Engagement

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But wait, then why are we here?

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For typical intranet and collaboration solutions, we often define results in

platitudes

We know what

we know

We can find

content and

expertise

We are not re-

inventing the

wheel

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Results mean …

The average time to on-board a new employee went from 3 months to 3 weeks

Customer satisfaction scores increased by 20%

Average profitability per client engagement increased by 10%

Revenue increased by 10% with no increase in headcount

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Secret # 1: Adoption is not the end game

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About Me

• Governance

• User Adoption

• Metrics

• Information Architecture

• Knowledge Management

• Portals

• Collaboration Solutions

• President, Susan Hanley LLC

• Led national Portals,

Management Collaboration,

and Content practice for Dell

• Director of Knowledge

Management at American

Management Systems

susanhanley

sue@susanhanley.com

We built it, why don’t users just come?

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Features that engage

Likes and Ratings

Recognition

Feedback

Helpful Hints

Search that works!

in Author Site

Chapter_07_User_Adoption.docx

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Engaging Search Features in SharePoint 2013

Content “inside”

Metadata preview

Date last edited

Count of views

Document headings

View library

Content that engages

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Well-written Text easy to scan

Tips for writing great content for SharePoint

Accurate, useful, timely, relevant

No distracting images or banners

Addresses the point

http://tiny.cc/ContentAuthoring

Secret # 3: It’s personal

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Adoption in Four Words

Me

Mine

Ours

Focused15

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Why is it difficult to adopt new technologies?

Delayed

GratificationNo

Guarantees

Squishy

Benefits

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The 9X Effect

A new product has to

offer a 9 X

improvement over the

existing solution in order

to be immediately or

easily adopted.*

*Gourville, John T., “Why Consumers Don’t Buy: The Psychology of New Product Adoption.” Harvard Business School

Note #504-056 (Boston: Harvard Business School Publishing, 2004).

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Why is change so hard?

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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?”

How does change impact your adoption plan?

DEGREE OF CHANGE

ADOPTION PLAN

FOCUS

Communications and Training

Engagement

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Ease in to change

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Start small

Keep it simple

Consider your culture

Consider the “long

wow”– help users

create new habits

Identify and engage

your Mikeys

Secret # 6: It’s all about comfort23

Have a training roadmap – to increase user comfort

Don’t assume it’s intuitive

One size does not fit all

Don’t try to train all at once

Adapt to the style of

the learner

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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

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Communication

needs to be

persistent

Just the facts

Communications

planning does not

end at solution

launch

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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

Connect:

It’s like having

your very own

super hero utility

belt -- with no

need for the

super hero tights.

30 for 30

Get Sharp on

SharePoint

Tested ideas for your communications plan

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Leverage existing meetings and events

Create (and use) an “anecdote” bank

Target your messages

Did you know …? rotating message (tip of the day)

Portal Minute at the start of company meetings

“Look what they did” success stories

Cafeteria table toppers

Message board/break room/elevator bank announcements or posters

Desktop wallpaper

Usability testing

Secret # 8: It’s about support

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It takes a village

Seed the organization

with evangelists

Pilot team

Volunteers

Employee advocates

Plan ongoing supportOffice hours

Center of Excellence

Training and Documentation

Make sure the help desk

is prepared

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Secret # 9: It’s about fun!34

Incentives and rewards help kick-start

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Key Influencer Strategy

Someone important

Model the behavior

Fun Stuff

Scavenger Hunt

Launch Video

Points, Badges, Prizes

Five for Five

“Profile Week”

More fun

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But be careful … some homework

http://www.youtube.com/watch?v=u6XAPnuFjJc 37

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Allow users to provide feedback

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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

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Secret # 12: It’s about sharing

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The Twelve Secrets

1. 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

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Susan Hanley

Susan Hanley LLC

sue@susanhanley.com

301 469 0770 (o)

301 442 0127 (m)

@susanhanley

www.susanhanley.com

http://www.networkworld.com/

community/sharepoint

Bonus Slides

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A rose by any other name …

The Cupboard

One Carlyle

Team Carlyle

My Carlyle

PERKolatoriNet

TeamNet

MyNet

Oasis

The Grid

Connect

The Pulse

User Adoption Resources

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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)

SharePoint

Coming Soon: Essential SharePoint 2013

Essential SharePoint 2010

Practical Framework for SharePoint Metrics

I Use SharePoint: http://sharepoint.microsoft.com/iusesharepoint/landing.aspx

SharePoint Server 2010 Adoption Best Practices White Paper (http://bit.ly/acLyla)

www.nothingbutsharepoint.com