Keeping the Feedback Loop Alive with SP

1. Keeping the Feedback Loop Alive with SP

2. My background • Over 15 years experience in IT, web design to Information Management and System Integration • Implemented all versions of SP • Currently using SP 2010 for Intranet and Extranet platforms. Planning to upgrade in Q1 2013. Strategic Communications http://waggeneredstrom.com/ WAGGENER EDSTROM WORLDWIDE OFFICES Austin • Beijing • Bengaluru • Boston • Delhi • Hong Kong • Johannesburg • London • Mumbai • Munich New York • Paris • Portland • San Francisco • Seattle• Shanghai • Singapore • Washington, D.C. WAGGENER EDSTROM SUBSIDARIES Maloney + Fox −New York •Shout−Korea •Buchan Consulting Group − Australia GLOBAL ALLIANCE PARTNERS Australia• Benelux• Brazil• Brussels• Canada• Central and Eastern Europe• Czech Republic• Israel• Italy• JapanKenya• Korea• LATAM• Malaysia• Middle East• Nordics• Philippines• Poland• Portugal Russia• Spain• ThailandTaiwan• Turkey• Vietnam What version of SharePoint are you using?

3. Agenda Iterative Design Cycle • User Feedback Loops • Why so important for SP solutions? • SP Feedback Tool options • Things to watch out for • Case Studies • Examples of Feedback Loops • What Worked – What Didn’t

4. Why Are User Feedback Loops So Important? Feedback from users can help: • Inform iterative design cycles • Focus resource efforts • Determine feature set choices • Identify “power user” learning opportunities • Drive adoption To gain status updates on: • New feature usage • New content ideas • New process/solution ideas • Training needs

5. Why So Important for SP Solutions? Additional SP Considerations: • Broad spectrum of solutions • Build/design tools for regular users • Multiple integration points • Overlap with other solution sets • Governance plan must be evergreen • Your company’s culture/process Types of SP Feedback tools: • System Tools • Survey Tools • Feature Tools • Solicited vs. Derived requirements ROI & VOI metrics: • Platform performance • Business Process • Feature Usage • Content Value

6. Watch out for… During info-gathering stage: • Ambiguous feedback questions (too many metrics in one question, screenshots, etc.) • Middle of the fence answer matrix (1-4 vs. 1-5 + qualifier) • Limited attention span (max 10 questions, mail merge “Hello Jim…”) During decision-making stage and implementation: • Tunnel vision on SharePoint feature sets (Silverlight, tagging, customization) • Executive trumping that doesn’t solve specific biz problems (“Let’s do BI!”) • Loudest squeaky wheel and other distractions (broken things, new process, etc.) Using ITIL as a service framework helps keep things on track. http://www.itil-officialsite.com/

7. SharePoint System Tools (derived requirements)

8. SharePoint Survey Tools

9. SharePoint Feature Tools Other feedback tools you’ve used?

10. Feedback Loops We’ve Created • Home Page Quick Poll • Blogs • Comments on feature stories • Agency-wide InfoPath survey twice yearly • Phone interviews and desktop-sharing sessions • Super user brownbag learning sessions

11. 1 - Intranet Home Page Quick Poll Feedback Value: • It’s fun • Instant gratification • Good way to gather in-the-moment feedback about any topic

12. 2 - Blogs Feedback Value: • Biz units can communicate with employees • Creates employee self-help paths • Quick set-up – quick ROI

13. Internal Blog Example #1Intranet Redesign Feedback Feedback Value: • Builds conversation between employees • Great way to get preliminary feedback during design phase

14. Internal Blog Example #2Intranet Award Feedback Feedback Value: • Illustrates SP value to the organization & mngmnt • Triggers users to consider additional SP solutions Does your organization blog?

15. 3 - Intranet Feature Comments Feedback Value: • Easy to update with additional info based on user need • Attracts interest to important stories • Creates instant communities of interest and self-help opportunities

16. 4 - InfoPath Surveys Feedback Value: • Can gather very specific feedback about a feature • Easy to track results in an Excel doc connected to the form library • Can identify employees willing to participate further in focus groups or interviews

17. Quarterly Feedback Summaries Q1 Report Feedback Value: • Reveals usage trends and problems • Great way to summarize increasing business value of SP solutions for management How do you report SP solution status to your business? How often? Q3 Report

18. 5 - Extranet Case Study: Phone Interviews & Desktop Sharing Feedback Value: • Targeted feedback from power users • Can see how the employee is using the solution and quickly identify problem areas • Adds depth and context to your results

19. 6 - Brownbag Learning Sessions Feedback Value: • Increases # of SP power users (beyond lists & libraries) • Widens the scope of SP solution sharing (build it once, use it broadly) • The more employees understand SP the easier it will be for you to build solutions for them.

20. Additional Feedback Loop Resources • SharePoint 2010 Submit Feedback FlyoutWebPart using jqueryhttp://spcrew.com/blogs/Lists/Posts/Post.aspx?ID=28 • http://www.buckleyplanet.com/2011/08/building-feedback-loops-its-the-process-stupid.html • http://jaclynsaito.wordpress.com/2011/10/11/spc2011-drive-adoption-and-get-users-excited-about-sharepoint-spc102/ • http://tagthink.com/whitepapers/whitepapers/10-best-practices-for-sharepoint-collaboration.html • http://www.talking-sharepoint.com/tag/sharepoint-project-management/ • http://office.microsoft.com/en-us/sharepoint-server-help/enable-users-to-rate-content-HA101791797.aspx Thank you! Lara Ferguson laraf@waggeneredstrom.com Please be sure to fill out your session evaluation!

21. The After-Party: SharePint Karl Strauss Brewing Company 1157 Columbia Street  San Diego, CA 92101Phone: 619-234-2739 Immediately following event closing & prize drawings (@6:30 pm) Directions (.9 miles): 1. Head northeast on 1st Ave 2. Turn left onto W B St 3. Turn left onto Columbia St Karl Strauss will be on the left

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