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If You Build It, They Will Come:  Driving End User Adoption of SharePoint

If You Build It, They Will Come:  Driving End User Adoption of SharePoint. Scott Jamison Managing Partner, Jornata LLC scott.jamison@jornata.com. Session Info. Part 1: The Challenge of Adoption Part 2: Must-Have Elements in Your Adoption Strategy Part 3: Must-Have Resources.

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If You Build It, They Will Come:  Driving End User Adoption of SharePoint

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  1. If You Build It, They Will Come:  Driving End User Adoption of SharePoint • Scott Jamison • Managing Partner, Jornata LLC • scott.jamison@jornata.com

  2. Session Info • Part 1: The Challenge of Adoption • Part 2: Must-Have Elements in Your Adoption Strategy • Part 3: Must-Have Resources

  3. Part 1: The Challenge of Adoption

  4. Adoption Does Not 'Just Happen' Reach critical mass to stay in the game VHS and Betamax: adoption x time critical mass critical mess Tipping point Crossing the Chasm

  5. Why SharePoint Adoption Can Be Hard • What is SharePoint exactly? • Collaboration • Portal • Search • Content Management • Applications • About 20 other things! • Users don’t necessarily *have* to use SharePoint to get their job done • Example: Payroll system vs Sharing files • New way(s) of doing something – cultural changes take 18-36 months to stick

  6. 100% Awareness Learning Trial Application Adoption Adoption Stage/Time Adoption Curve The Roll-out strategy must focus on most effectively getting employees to adopt the portal over time When adopting a new tool, users typically pass through five stages, each involving a progression of behaviors and needs . . . here are three of the key stages: User achieves awareness of the new technology and begins forming perceptions around its importance and value. User experiments with the tool on current projects to experience tangibly how it fits with current modes of working. Obtains real-time under-standing of benefits and experience. User incorporates the solution as an indispensable tool. As such, the solution is a formal element within specific stages of work processes. User obtains an understanding, both theoretical and demonstrated, of the tool’s fundamental attributes, such as what it does, its value, how to use it, and how it integrates with existing work processes. User applies the technology regularly and gains greater familiarity with it, specifically as it relates to fundamental tasks.

  7. Accelerating Users EnlightenmentCreate a comprehensive adoption plan Growing confidence and value Elements in planned approach • Responsibilities & Sponsors • Super Users and Influencers • Communications and Buzz • Training • Community • Context • Governance & Support inventor advocate Perceived Value productive aware skeptic clueless Conquered skills & confidence

  8. What Users Want • Connecting SharePoint to Biz Goals • Users want to see the connection • Outcomes, not requirements • Elegant Solution Design • Don’t make users go through five screens to do one task • ‘WIIFM’ • “What’s in it for me?” – users want to understand what they get out of using the system (why they have to add metadata, for example)

  9. Part 2: Must-Have Elements to Your Adoption Strategy

  10. Must-Have Elements • Communication Plan • Training Plan • Content Conversion Plan • User Support Plan • Incentives and Reward Plan

  11. Communication Plan • Leverage Experts and Champions • CEO Memos • Town Hall Meetings • Break Room Posters • Other Fun Ideas: • Online Scavenger Hunts • “Birth” Announcements • Launch Parties • Make sure you have an ongoing plan for continuous communication

  12. Training Plan • Training: Not just for Developers and IT • Also For: • Power Users (Site Owners) • Visitors • Members • Web Content Contributors • Workflow Approvers • “just-in-time and just enough”

  13. Content Conversion Plan • It’s critical that important information gets moved to the new system • Several Options: • Clean and migrate everything • Migrate nothing; Index old content • New content only in new system • Clean and migrate recent content only. • Don’t Migrate without Cleaning!

  14. User Support Plan • Contact Person for Every Page • Use pictures and contact info • Internal Site Owner User Groups • Empower users to help each other • Get the IT Help Desk on board • Giving users power means more questions • End-User Feedback Loop • Get feedback in two ways: • Metrics-based (number of users, rating scale, etc) • Anecdotes (good/bad experiences) • End-User resources (guides, help, etc)

  15. Incentives & Reward Plan • Answer WIIFM • Show (with real data) why something is useful • Make It Fun! • Buck the company culture • Provide Recognition for Content Contribution • Money talks; so do titles & certificates • Have a Fantastic User Experience • Invest in an information architecture

  16. Part 3: Must-Have (Free) Resources

  17. SharePoint Buzz Kit Resources for Rollout and Launch Posters and announcements Brownbag sessions and slides Video demos for kiosks Training and certificates SharePoint Adoption Kit will be updated for SharePoint 2010 http://sharepoint.microsoft.com/rampup/sharepoint/Pages/buzzkit.aspx

  18. SharePoint Training Kit Let users learn at their pace • demo Videos, articles and interactive tutorials Portal and Standalone editions E-learning and SCORM compliant Reporting features Web-based completion assessment Will be updated for SharePoint 2010 http://www.microsoft.com/downloads/details.aspx?FamilyId=673DC932-626A-4E59-9DCA-16D685600A51&displaylang=en

  19. The Productivity Hub Continuously Updated Content for Users • Format: Pre-loaded SharePoint site collection • Content: End user productivity training in a variety of formats (documents, videos, podcasts, etc.) with free quarterly updates • Blog: Tips and tricks for end user productivity • Train the trainer: Coach program • Products: Office 2007 and SharePoint Server 2007. Will be updated for 2010. http://www.microsoft.com/downloads/details.aspx?displaylang=en&FamilyID=277fefca-d62f-41bc-943d-79002254cfee http://templates.wssdemo.com/sites/productivity/Pages/SharePoint.aspx

  20. Get the Point Bloghttp://sharepoint.microsoft.com/blogs/GetThePoint • Guest bloggers • Weekly tips and tricks • Mapping business problems to features

  21. YouTube: The SharePoint Channel http://www.youtube.com/sharepoint

  22. The Demo Spotlight • http://sharepoint.microsoft.com/try-it/demos/Pages/Mash-Rentals.aspx

  23. Computer-Based Training http://learning.microsoft.com/manager/catalog.aspx

  24. End-User Reference • In the back of the book…will send you the PDF for free! (And a free chapter from the next book)

  25. Summary • Understand the Challenges • Adoption won’t happen magically (even though you want it to) • Have a Plan • Use one or more angles (communication, training, user support, etc) • Use the Great Resources Out There • Many are free! • Contact Info: • Scott Jamison • scott.jamison@jornata.com

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