The "disruption-vs-value" debate: Defining the pace of your Office 365 implementation

MNSPUGJanuary 2019Sarah Haase

Sarah HaaseEnterprise Librarian/Corporate EvangelistOffice 365 Servers & Services MVPSharePoint Saturday Twin Cities organizerblog.splibrarian.com

@sarahhaase

We have problems.

Infographic source:http://www.loryanstrant.com/2017/12/12/which-office-365-infographic-to-use-when/

ROI Case Study

• Need– Efficient process for setting up and managing pre-order SKUs

• Solution– Moved data online to SharePoint

– Built a 7-stage workflow process for setting up and tracking pre-order titles

• Benefits– Faster speed-to-market, resulting in stronger pre-order sales

– Increased market share in pre-order titles

– Customer satisfaction increase—we have the titles customers are looking to buy

– Version history and metadata enable easy SKU tracking and reporting

– Total savings/revenue generation = $20,024/month and $240,292/year

Balancing disruption and value

But in reality…

A tale of user disruption and change

Disruption is the art of positively interrupting the status quo with new ideas, technologies, and methods of working together.

Culture of innovation:• Create new ideas• Challenge prevailing assumptions & suggest better

approaches• Minimize complexity and find time to simplify• Thrive on change• Empower employees to make decisions & act

independently

Source: https://jobs.netflix.com/culture

Success hinges on driving business outcomes that outweigh and outlast user disruption.

How many of your users are quick to embrace new technologies?

How do your users approach change?

What causes resistance?

Green dots: highly motivated to change

Yellow dots: hesitant; require encouragement to change

Red dots: resistant to change

Disruption

Impact (positive)(negative)

Designing your approach

Design for your unique needs

Designing for your culture:• Learn the vocabulary

• Use innovation games to learn the backstory

• Create a company mood board

• Examine initiatives that have succeeded/failed

• Build or whiteboard prototype ideas, then road-test for feedback

https://blog.splibrarian.com/2018/07/17/join-me-at-mnspug-to-learn-how-innovation-games-can-support-your-sharepoint-office-365-strategy/

Build a growth mindset

Supporting a growth mindset:• Be a “learn it all” and not a “know it all”

• Encourage leaders to focus on key values (e.g. innovation, creativity, new ideas)

• Ask how things are going

• Understand the culture employees want

• Measure outcomes, not company culture*

• Bolster your growth culture with technology solutions

• Don’t silo innovation

• Be authentic

Microsoft’s 10 Inclusive Behaviors

• Examine your assumptions

• Make a habit of asking questions

• Ensure all voices are heard

• Listen carefully to the person speaking

• Address misunderstandings and resolve disagreements

• If you have a strong reaction to someone, ask why

• Include and seek input from people with a wide variety of backgrounds

• Take action to reduce stressful situations

• Be brave

https://tinyurl.com/y7melada

Create user personas

Each user persona should identify:• High-level work objectives

• Technology pain points

• Appetite for change

• Technology adeptness

• Learning preferences

• Preferred training & communication mediums

• Motivation

• Target objective*

• Most useful features*

IT Workersample

Role: IT staff member; dedicated to special projects

Pain Points: Staying connected with business users

Change Model: Green dot (innovator; early adopter)

Learning preferences: Dig in & play

Communications preferences:

Doesn’t want “generalized” comms; trusts juried recommendations from people he trusts

Technology adeptness: High

Motivation: Driven to keep up with the latest trends/features

Target: Microsoft 365 evangelist

Most useful features: Office ProPlus, OneNote, Yammer

Information Workersample

Role: Business Analyst

Pain Points: Process paralysis; too much bureaucracy

Change Model: Yellow dot (some encouragement required)

Learning preferences: Hands-on (with informal coaching); YouTube; learns best with a moving walkway jump-start

Communications preferences:

Virtual info fairs; department “Innovation Spotlight” meetings & targeted emails

Technology adeptness: Mid-range. Fairly quick study, but limited exposure

Motivation: Improving the process; getting rid of “silly work”

Target: PowerApps & Flow power user; departmental influencer

Most useful features: Forms intake; workflow routing; automated approvals

Look at your org through a wider lens…

Determine your Office 365 adoption path

“Not everybody needs everything…think about what you’re doing, what business

challenges you’re trying to address” –Loryan Strant

“Experimentation is the lifeblood for innovation…I have to have all the

availability of the things I want to use to be able to create solutions. I don’t want to be halfway down a path of a solution

and then fall into some type of a trap that I can’t complete the solution based on the fact that I don’t have access to a certain

tool” – Liz Sundet

Turn it all on in Office 365 – Regarding 365 Debate (BRK1092)https://www.youtube.com/watch?v=W0Sq2XgnkS0

“Are you operational-ready? Are you able to support all of the requests that are going to come at you all at once when

you turn everything on?” – Daniel Glenn

“Office 365 is a suite. It’s not really individual products…so you’ve really got

to go for it and turn everything on” –Steve Collier

Turn it all on in Office 365 – Regarding 365 Debate (BRK1092)https://www.youtube.com/watch?v=W0Sq2XgnkS0

“The company does not have (an) appetite for that which it does not understand” – session

attendee

“We were challenged by our boss to get it (Office 365) out in 90 days. So we basically turned everything on, got it all out there, and then

realized we have no governance whatsoever in place. And it was a disaster. We have group names, we have 5,000 SharePoint sites that

nobody ever uses. And it’s just out of control. That’s one of the problems with turning it on

without having the governance. Once you get the governance and all your framework in place, turn it on. Let people innovate. But make sure you’re there before you turn it on” – session attendee

Turn it all on in Office 365 – Regarding 365 Debate (BRK1092)https://www.youtube.com/watch?v=W0Sq2XgnkS0

Build Office 365 adoption targets:• Rate at which you believe users will leverage your O365 capabilities

• Can be broad (cross-suite) or app-specific

• Use pre-existing tool usage data to support your calculations

• Do the math & set initial targets

• Perform monthly checks to measure adoption against goals

“By anticipating the needs, and changing needs, of your customers, innovation and disruption will begin to occur naturally.”

https://www.tonyrobbins.com/career-business/what-disruption-really-means/

Measuring the value

Executive success criteria

To define your success criteria:• Assess key drivers for your organization/industry

• Determine what drives your executives (margin, lower operating expenses, total cost of ownership, etc.)

• Determine their POV on productivity optimization

• Assess the leadership/peer influence levers you can leverage

• Determine what type of ROI is most meaningful (quantitative or qualitative)

Money-Increased revenue-Eliminated tools-Increased productivity-Lowered overhead per sale

Emotional -Improved employee morale-Elimination of unpopular tasks-Reduced user confusion-Happier customers

Time-Streamlined business processes-Just-in-time (JIT) information-Less rework-Faster time-to-market

Evolution of work-Ability to focus on higher-value tasks-More automation, fewer mistakes-Simplify the “hairball”-Reduce employee turnover

Quantitative ROI Qualitative ROI

Qualitative ROI

Innovation games

• Have a clear objective

• Are adaptive & inclusive

• Provide qualitative data

• Aren’t tightly controlled

• Don’t make promises

• http://tinyurl.com/qcjvqul

Yammer sentiment analysis• Set up a Flow to evaluate sentiment of Yammer group posts

• Sentiment score for each post is calculated on a 0-to-1 scale

• Email notifications sent for negative posts (and very positive ones)

• Sentiment scores saved to a SharePoint list for auditing purposes

• Power BI report used to visualize results

“Digital workplace solutions will increasingly become a marriage between bringing business value and increasing employee engagement because these tools are not only a good experience, but they have the power to be transformative.”

- James Glasnapp, UX researcher at PARC

Source: https://www.cmswire.com/digital-workplace/what-will-disrupt-the-2019-digital-workplace/

http://blog.splibrarian.com/

@sarahhaase

Questions?