Lotusphere 2011, BP106: "Where is the Love? How to get your users to fall in Love with Lotus Notes"

BP106 Where is the love?
How to get your users to fall in love with IBM Lotus Notes

Mat Newman | Director-Education | ISW
www.isw.com.au

Agenda

Where is the Love?

Features vs Functionality

The User Driven Revolution

Bring back that Lovin' Feelin'

A little bit of Magic!

Be prepared to answer the questions

Where is the Love?

There are users who hate Lotus Notes

Why do they HATE Notes?

Who's fault IS it?

Feature or Function?

Putting the frustration into perspective.

There ARE users who HATE Lotus Notes

Where is their pain?

There are entire web-sites dedicated to the topic:

ihatelotusnotes.com

LotusNotessucks.4t.com

Do YOU receive the same complaints over, and over, and ...

WHY do users HATE Notes?

Direct comparisons between FEATURES of 'Email' software

Perception of a lack of FUNCTIONALITY

Unfamiliarity with a POWERFUL/RICH client

Administrative Policies that don't make sense to users

Application Failures/Crashes

Not understanding 'The Power of Notes'

WHOSE fault is it?

IBMWho develop the product, and provide the complete feature/functional set

AdministratorsWho lock-down the client so that features are unavailable

Help-desksWho don't provide immediate answers and solutions to user queries

DevelopersWho create a sub-par user interface/experience

Human resourcesWho don't provide adequate user training

UsersWho don't know how/can't learn how/won't learn how to use the software

ANY combination of the above can cause users to lose 'That Loving Feeling'

Putting the frustration into perspective

Most user frustration comes from a lack of:

Training,

Knowledge,

Experience, and

Desire

Agenda

Where is the Love?






Feature or Function?

Functions are the products answer to the set of user tasks*

Create a document

Include content

Save and/or Distribute

Features are the 'user tools' available in the product to execute the functions*

Keyboard Short-cuts

Form/View Actions

Toolbar short-cuts

Menu options

* Wood, 1995


Features are the aspects of a software application that users can see and interact with

Functionality is the capability of an application to perform a task

Many users equate the lack of an obvious feature with a perceived lack of functionality

With Notes, you may not win the feature battle every day, but you WILL win the Functionality WAR

What IS Lotus Notes?

Notes IS:

A database application, running within the eclipse frame work to provide a comprehensive functional environment,

A tool that enables users to consume, create, communicate, coordinate and collaborate,

It can Talk with just about ANY system,

The ONLY software that allows users to do it all, whether connected or not, in a single, cohesive environment.

Notes IS NOT:

Just 'another' email program

Agenda

Where is the Love?


The User Driven Revolution!




The Negative USER DRIVEN REVOLUTION

You may have experienced it!

Unstructured documents and lack of organization/process lead to Anarchy

Users who don't know they can ask for solutions will create their own
How many processes within your organization are driven by unstructured documents

When Anarchy reigns, no Solutions are provided and your users HATE Notes:

The catalysts for a negative User Driven Revolution exist

Result: Good-bye Lotus Notes

Provide the platform for the
USER DRIVEN REVOLUTION

Users want solutions, not road-blocks!

Some users STILL believe that COLLABORATION=={email an attachment}Despite being aware of and using sharing tools like slide-share, flickr, drop-box..

The most powerful platform, is the one you already own!

Creating the right environment for the
USER DRIVEN REVOLUTION

Understanding that IBM Lotus Notes IS the multi-tool in the knowledge workers tool-kit,

The capabilities and functionality provided by the Notes client is unmatched by any other single piece of computer software

Realizing that Notes applications are easy to develop, integrate and implementAlmost anything is possible in Lotus Notes

Making sure you're currentThe Notes 8 code-stream is the first in Notes' history where point.point releases have NEW features!

Using the FREE entitlements to provide users with a complete system

Empowering the USER DRIVEN REVOLUTION

A little bit of knowledge +

An understanding of the functionality +

An awareness of the capabilities +

A desire for simplified work processes

= A Notes driven USER REVOLUTION

It all starts with a little love...

Agenda

Where is the Love?






Bring back that Lovin' Feeling

Introduce Notes PROPERLYDispel any preconceptions before they appear

Unleash the POWERLearn how to do the '10 minute' presentation

Show users the MAGICThere is more to Notes than JUST email

GIVE users the extrasthey're the things that make Notes ... Notes!

Be prepared to answer the questionsUnderstand where the users are coming from

Introduce Notes PROPERLY

Notes is a Database application

Notes is Secure

Notes can access information from virtually anywhere!

Notes is our COLLABORATION platform!

Unleash the POWER

LEARN the 10 minute presentation!

It only takes 10 minutes to demonstrate the core functionality of the Notes client!

The 10 minute presentation should lay the foundations for the user to investigate further.

A little bit of knowledge and initiative, combined with a basic understanding of a powerful client results in an empowered user!

The '10 Minute' presentation

DEMO

Outcomes from the '10 Minute Presentation'

The capabilities of the software

The navigation and use of Notes database 'applications'

The pervasive availability of Messaging, Scheduling and Presence

The ability to WIRE or JOIN those FUNCTIONS together

The capabilities of the SOFTWARE

Notes is:

A Web-Browser

A File Browser

A Feed Reader

A Chat and Presence Client

A Content Consumer

A Database Platform

A Document Editor

A Personal Information Manager

The navigation and use of Notes database 'applications'

The standard presentation of Notes applications

The navigation techniques and short-cuts available to all applications

Methods available to find and search for database content

The pervasive availability of Messaging, Scheduling and Presence

Messaging features are available everywhere in the Notes client

Scheduling functionality will help users organize their time and increase productivity

Presence is the ability to identify and connect with an available resource

Show users the MAGIC

Widgets and Plug-ins allow access to data from a variety sources directly within the Notes client

Live Text can be used to recognize content within most documents

WIRING grants users the ability to link information together to create context, speed processes, and provide additional contextually relevant - information

The '10 Minute' presentation summary

Notes IS a database

Notes IS secure

Notes CAN access information from virtually anywhere

Notes IS easy to use

Notes CAN simplify and expedite processes

Notes IS easy to 'extend' it works like Magic

Show and GIVE Users the extras

DON'TLock down Notes so that users go looking elsewhere for solutions

Prevent users from suggesting improvementsNotes DOES include templates for Wiki's, Discussions and Blog's

DOAllow users to communicate, collaborate and coordinate

Install your Entitlements THEY ARE FREE!IBM Lotus SameTime Entry (for presence and instant communication),

IBM Lotus Traveler (for mobile access),

IBM Lotus QuickR Entry (for centralized file-sharing),

IBM Tivoli Directory Integrator (THE data-moving animal!)

Agenda

Where is the Love?






Be prepared to answer the questions!

MOST 'issues' can be resolved/overcome with either:

Training/Demonstration,

A little bit of development,

LIVE-TEXT, or

Widgets and Plug-ins

The last two points are the difference between Notes BASIC and Notes STANDARD

Remember your users will ALWAYS be ready with a comparison when they see the 'Reply' and 'Forward' buttons

Be prepared to answer the questions! (cont...)

There's no such thing as a stupid question ...

If you can't train all of your users, make sure you train your champions

Help Desk operators,

Product Specialists,

Power users

A knowledgeable and experienced champion will be the difference between frustrated users and satisfied users

Bring back that Loving feelin'

Introduce Notes PROPERLY

Unleash the POWERLearn how to do the '10 minute' presentation

Show users the Magic!It all makes sense when it works together

Show and GIVE users the extrasthey're the things that make Notes ... Notes!

Be prepared to answer the questionsUnderstand where the users are coming from

PROVIDE THE PLATFORM FOR THE USER DRIVEN REVOLUTION

Agenda

Where is the Love?






Questions?

Want to know more?

Twitter:@matnewman

Linkedin:linkedin.com/in/matnewman

Web:matnewman.com (blog)

isw.com.au (business)

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IBM Corporation 2011. All Rights Reserved.The information contained in this publication is provided for informational purposes only. While efforts were made to verify the completeness and accuracy of the information contained in this publication, it is provided AS IS without warranty of any kind, express or implied. In addition, this information is based on IBMs current product plans and strategy, which are subject to change by IBM without notice. IBM shall not be responsible for any damages arising out of the use of, or otherwise related to, this publication or any other materials. Nothing contained in this publication is intended to, nor shall have the effect of, creating any warranties or representations from IBM or its suppliers or licensors, or altering the terms and conditions of the applicable license agreement governing the use of IBM software.References in this presentation to IBM products, programs, or services do not imply that they will be available in all countries in which IBM operates. Product release dates and/or capabilities referenced in this presentation may change at any time at IBMs sole discretion based on market opportunities or other factors, and are not intended to be a commitment to future product or feature availability in any way. Nothing contained in these materials is intended to, nor shall have the effect of, stating or implying that any activities undertaken by you will result in any specific sales, revenue growth or other results. All customer examples described are presented as illustrations of how those customers have used IBM products and the results they may have achieved. Actual environmental costs and performance characteristics may vary by customer.
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Lotusphere 2011, BP106: "Where is the Love? How to get your users to fall in Love with Lotus Notes"

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