Understanding Your deployment from a maturity model and user adoption assessment

1. Bill English, CEOMindsharp Understanding Your deployment from a maturity model and user adoption assessment

3. About the Speaker • Bill English • 11 years as a SharePoint Server MVP • Author on 14 books (whew!) • Co-Owner of Mindsharp & Best Practices Conference • Blog: sharepoint.mindsharpblogs.com/bill • Twitter: @minnesotabill • LinkedIn: Bill English • Email: bill@mindsharp.com • Current Position: CEO of Mindsharp • Hometown: Maple Grove, MN • Latitude: 45.129793; Longitude: -93.47391 • -6:00GMT

4. About Mindsharp Mindsharp® Purpose To best understand and deliver the essential education that our customers need to be successful. Mindsharp Vision To be a strategic partner with our customers, helping them do more than they thought possible through the people and technology they already have.

5. Where is Minnesota?

6. What is Minnesota Known For?

7. July 6-12…July 6 – 17:

9. Business-Focused Maturity Model for SharePoint & User Adoption Model

10. Business-Focused Scales • Adoption Patterns • Organization Commitment • Feature Mapping • Environmental Considerations • Skills (Competence)

11. September 2011 “SharePoint Adoption: Content And Collaboration Is Just The Start” Sites And Collaboration Are SharePoint’s Sweet Spots

12. September 2011 “SharePoint Adoption: Content And Collaboration Is Just The Start” Sites And Collaboration Are SharePoint’s Sweet Spots (Cont.)

13. Top Down Start Small Start Big Bottom Up

14. Adoption Theory • Adoption occurs through a process in which: • A new idea (innovation) • Is communicated through certain channels • Over time • Among members of a social system • If it’s perceived as a new idea, it’s an innovation

15. #1: New Idea SharePoint Adoption

16. Adoption Theory & SharePoint • SharePoint is a new idea. • I would submit that each “feature set” within SharePoint is a distinct innovation opportunity • Reinvention will cause more innovation on the application of SharePoint to business needs and processes

17. Rate of Adoption • Why are some new ideas adopted swiftly (cell phones or iPads) and others take decades, if at all? (Metric vs. Imperial systems) • There are 5 characteristics of any innovation that must be taken into account, as perceived by the individual, if you’re going to understand the rate (how fast or slow) of adoption. • This applies directly to SharePoint.

18. Relative Advantage • Degree to which an innovation is perceived as better than the idea it supersedes or is replacing • Does not matter if SharePoint has “objective” advantage. What does matter is if the individual perceives SharePoint as advantageous.

19. Compatibility • Degree to which an innovation is perceived as being consistent with the existing values, past experiences, and the needs of potential adopters. • SharePoint might be incompatible with: • Existing ECM systems • Existing intranet systems • Existing information flow processes • Another political ploy by group(s) with turf issues??

20. Complexity • Degree to which an innovation is perceived as difficult to understand and use. • The quality of relationships and the opinions within the social system are foundational to this characteristic • New ideas that are simple to understand are more readily adopted. • This is why “dosing” out SharePoint features is such a good idea.

21. Trialability • Degree to which an innovation may be experimented with on a limited basis. • New ideas that can be tried on the “installment plan” will generally be adopted more quickly. • “Learn by doing” overcomes risk and uncertainty • This is why training is so important to a SharePoint deployment

22. Observability • Degree to which the results of an innovation are visible to others. • The easier it is for individuals to see the results of an innovation, the more likely they are to adopt. • Stimulates peer discussions • Leads to re-invention

23. Reinvention & Technology Clusters • Reinvention is the degree to which an innovation is changed or modified by a users in the process of adoption. • Technology Clusters consists of multiple, distinguishable elements that are perceived as being closely interrelated. • “Package” innovations are usually adopted more rapidly, assuming the five previous characteristics are in play

24. Reinvention as Personalization • Reinvention helps adopters customize an innovation to fit their unique situation. • Innovations are adopted more rapidly when they can be reinvented.

25. Adoption: Start Small, Bottom Up Top Down Start Small Start Big • Relative Advantage: Show how the solution eases pain • Compatiblity: “Work up” • Complexity: KISS, “Dose” • Trialability: Training, Sandbox • Observability: Learn/deploy in groups Bottom Up

26. Adoption: Start Big, Bottom Up Top Down Start Small Start Big Simplicity is Paramount. High visilbility leads to additional conflict. Emphasize Relative Advantage and Compatibility. Keep Complexity at Bay. Plan for Reinvention. Dose out in clusters, if possible. Bottom Up

27. Adoption: Start Small, Top Down Top Down • Likely a “pet project” • Focus on point solution • Emphasize compatibility and complexity • POC = Trialability • Internal report = Observability Start Small Start Big Bottom Up

28. Adoption: Start Big, Top Down Top Down • Relative advantage & Compatibility have been decided at top layer • Solution may be complex • Overcome resistance with Trialability and Observability • Training on other three Start Small Start Big Bottom Up

29. #2 Communication Channels SharePoint Adoption

30. Communication Channel Basics • The nature of the information exchange relationship determines the conditions under which a source will or will not transmit the innovation to the receiver and the effect of such a transfer. • Mass Media • Personal • Interactive (Internet)

31. Like it or not… • Most people depend mainly upon a subjective evaluation of an innovation that is conveyed to them from other individuals like themselves who have adopted the innovation • Adoption is mainly a social process based on interpersonal communication relationships

32. Homophily vs. Hererophily • The transfer of ideas occurs most frequently between people who are similar or homophilous. • A common problem: communication of an innovation occurs between people who are heterophilous. • Best: homophilous on most variables, but heterophilous on the innovation.

33. Communication Top Down • Grassroots may become “lost” in the explanation of relative advantage, compatibility and/or complexity for a SharePoint adoption. • Best to have management use others who are more homophilous to “make the case” • Grassroots may become “lost” in the explanation of relative advantage, compatibility and/or complexity for a SharePoint adoption. • Best to have management use others who are more homophilous to “make the case” Start Small Start Big • Homophilous is high, so observability and compatibility should be high too. Heterphilous and homophilous will need to be understood the larger the divergent groups across which SharePoint is being deployed. Bottom Up

34. #3 Time SharePoint Adoption

35. Time Matters • Three Parts to the Time Element in the Adoption of an innovation: • The Innovation-Decision process • The “innovativeness” of an individual to adopt compared to others in their social system • An innovation’s rate of adoption, measured by sheer number of members in the social system who adopt over a given time period.

36. Innovation Decision Process

37. Adoption Groups

38. Innovators: Venturesome • High degree of mass media exposure • Like new stuff because it is new • Seek out new ideas • Wide interpersonal networks • Cope with higher levels of uncertainty • Willing to accept certain levels of setback in order to move forward • Gatekeepers to new ideas in the organization

39. Early Adopters: Respect • Highest degree of opinion leadership • Serve as a role model (Observability) for others in the following categories • Help trigger critical mass when they adopt and innovation • Respected by their peers • Embody successful, discrete use of new ideas • Decrease uncertainty about new ideas for later groups

40. Early Majority: Deliberate • Roughly 1/3 of the population • Seldom hold opinion leadership positions • Connected to both Early Adopters and Late Majority members makes them an important link in the adoption process • Take their time – extend time period • Deliberate over adoption • Willing to adopt, but never lead in that process.

41. Late Majority: Skeptical • Roughly 1/3 of the population • Adopt due to peer pressure and/or economic necessities • Most uncertainty needs to be removed before they will adopt – Trialability and Observability are important components

42. Laggards: Traditional • Many are considered isolated in one way or another from the social system • Point of reference is the past • Suspicious of new ideas • Adoption lags far behind awareness • Must be certain the new ideas will succeed • Fairly impervious to peer pressure • Usually economic forces that drive them to adopt

44. “Quickness” of Adoption

45. Avoid the Hype Cycle

46. #4 Social System SharePoint Adoption

47. Understanding social systems • The social system defines the boundaries in which adoption occurs • Norms are established behavior patterns for a social system. • Some norms can be barriers to adoption (Compatibility and Relative Advantage) • Opinion Leaders influence others’ attitudes and behavior • Opinion leadership is earned based on competence, accessibility and conformance to the system’s norms

48. Opinion Leaders CountDon’t Ignore Them • More exposed to all forms of external communication • More cosmopolitan • Generally have higher socio-economic status • More innovate (compared to others in their social system) • At the center of the interpersonal communication networks within the social system

49. Social System Top Down • Authority innovation-decisions • Authority innovation-decisions Start Small Start Big • Collective innovation-decisions Optional innovation-decisions Bottom Up

50. Scale #2 Organizational Commitment