MWLUG - If You Build It Will They Come: Driving User Adoption for Social Software
-
Upload
lisa-duke -
Category
Technology
-
view
1.014 -
download
2
description
Transcript of MWLUG - If You Build It Will They Come: Driving User Adoption for Social Software
If You Build It, Will They Come? Driving User Adoption for Social Software
Lisa Duke, Simplified Technology Solutions, Business Development Manager
Kara Francis, U.S. Bank, Collaboration Lead
Lisa Duke ‐ Speaker – Social Connections II & III
Host – Get Social Do Business Podcast
Kara Francis ‐ Collaboration Lead, which means focused on meeting business needs
About Us
So, You Think You’ve Finished Implementing Connections?
The environment is up
IT has played with it
All done, right?
User Adoption – The Missing Piece
User Adoption: we used to call it training, but there’s no budget for training, so we came up with a new name
Domino Developers – remember? You used to do this after you created a new application
Why is User Adoption Work Necessary?
You are unusual
For normal people, playing with new technology is NOT fun and NOT part of their job
This is why just putting up a sandbox and expecting users to play with it will not work
Why is User Adoption Work Necessary ?‐ 2
It’s been 15 years since the desktop has changed – for most people, this is their whole career
Need to help people understand that the way they’ve always done it is not necessarily the best way to do it going forward
How will this help THEM do THEIR jobBetter or faster?
How will this make their lives better?
Hint: Getting attachments off the email server is not it
Why is User Adoption Work Necessary? ‐ 3
More users* = more value in the network
Metcalfe’s Law – the value of the network is proportional to the square of the number of connected users
For social software, number of users* is a metric of success
* Fairly active users – not just people with a login
Find Best Practices and Use Cases
Understand the user’s job and issues, then show how this tool will help them
Executives need to participate
Find the natural champions
Hire an intern to shift over key content to the new system
Webinars and classroom training
Lunch & learns
Gamification, like Kudos
Find Best Practices and Use Cases ‐ 2
Roll out everything to everyone – users will surprise youUse it to plan something funNewslettersMichael Sampson is an excellent resource – check out the book and/or hire him!
Case Study – U.S. Bank
U.S. Bank has over 65,000 employees (63,186 in the U.S.)
Collaboration is a core U.S. Bank value
All‐employee survey in 2008 demonstrated that employees wanted ways to collaborate, communicate, and innovate
Enterprise collaboration team plays a strategic role and partners with technology teams, internal communications, and all end user business units
Strategic direction and support is needed from all business lines as well as from an enterprise perspective
U.S. Bank – Installation: Integration
SametimeAwareness in Connections
Sametimeawareness in Quickr
Profiles in Sametime
Profiles in Quickr
Profiles in Sharepoint
Sharepoint library in Connections
Quickr Connectors
Quickr Places in Connections (pending)
Connections
Activities
Files
Profiles
Status Updates
Feeds
Places (Quickr)
Lotus Notes SametimeQuickr and Sharepoint
U. S. Bank ‐ Engagement: Awareness & Interest
•Multiple phases•“If you build it”… only works for a short time and only for some people
•Strategic engagement plan included:•Targeted communications and articles•Contests•Targeted communities (a few examples)
•Talk to US communities•Diversity and Inclusion•Regional (geographical) communities
•Onboarding sessions•Business line presentations and staff meetings•Collaboration Showcase sessions•Road shows and partner halls
U. S. Bank – Adoption and Behavior Change
Convey business value and productivity increaseStart with the business process, then the toolsMigrate processes and disable former onesMaximize engagement phase
Business line presentations and Onboarding sessionsCollaboration Showcase sessions
Demonstrate by exampleValidate contributionsProvide support
Collaboration Tools User Group meetingsCommunities of practice, i.e. community managersConsultation sessions
Have a clear strategy to communicate to employeesProvide a “blue print” of when to use which toolsTell the right storyObtain better (right) buy‐in before roll outIdentify stakeholders’ roles and responsibilities earlyArchitecture, development, and end user resources neededEstablish support and governance models earlierEnable engagement and support models to be scalableCapture metrics and reporting from the beginningDetermine desktop support and workstation settingsIntroduce tagging, which is a new paradigmHave a mobility strategy
U. S. Bank – Collaboration Implementation: Lessons Learned
Thank you!
Lisa Duke ‐ about.me/lisadukelisa.duke@simplified‐tech.com678 378 4278
Kara Francis ‐ Connect with me on LinkedIn and Greenhouse