Driving SharePoint Adoption - Fest Chicago 2014

Driving SharePoint adoption in Your organization

Asif Rehmani

SharePoint MVP and MCT

SharePoint-Videos.com

CEO and FounderVisualSP / SharePoint-Videos.comChicagoUSA

Contact

@asifrehmaniasif@sharepointElearning.comwww.sharepoint-videos.com

Author

Trainer and ConsultantSharePoint MVP, MCT

Conference Speaker

VisualSP Help Systemwww.VisualSP.com

in-context and on-demand Help for SharePoint users –SharePoint 2010, 2013, Online

Context sensitive Help items:

• Videos • Images/Screenshots

• Documents • Links

Come visit us at our booth

Giveaways for today’s session

1 Year access to

Target audience for this session:

Communications SpecialistIntranet/Web Content ManagerPortal Solutions ManagerSharePoint Guy/Gal

Session level:

100 - Overview

Agenda

Discuss why we should care about ‘Adoption’

Overview of current end user support challenges

Strategies to overcome those challenges

Raffle at the end

What can SharePoint do for You ?

9

1. Make you look like a super hero

2. Progress your career

3. Help you get a job in any industry vertical you choose

1. Make you look completely foolish

2. Get you fired

3. Make you change your career and go to a different industry

A quick story about technology adoption

The story of a beautiful looking Intranet that didn’t help users

Why is adoption of a technology by Information Workers so important!?

We built it, but not many came

13

Adoption of any new technology

A new product has to offer a 9x improvement* over the existing solution in order to be easily adopted.

*Source: Harvard Business School Publishing, 2004

© DEVintersection. All rights reserved.http://www.DEVintersection.com 14

Poll: What SharePoint version are you on? (or navigating towards)

2013

2010

2007

Earlier

Is SharePoint up for the job?

© DEVintersection. All rights reserved.http://www.DEVintersection.com 16

What can SharePoint do?

Collaboration

Document management

Internal Social Network

Forms

Process Automation (Workflows)

Business Intelligence

Reporting

Search

Metadata Management

…

Super secret

The next version will even make coffee!

SharePoint Intranet Designs

Source:

http://www.steptwo.com.au/columntwo/make-sharepoint-intranets-beautiful/

© DEVintersection. All rights reserved.http://www.DEVintersection.com 18

Best rated intranets of 2013

70% of 2013 top 10 winners used SharePoint*

* Nielsen Norman Group (expertise in user experience research)

http://www.nngroup.com/articles/intranet-design/

Looks like SharePoint is up for the job

Now let’s talk about the End User

Who is an End User?

End User vs Power User

Information Worker / End User –

A person who uses information to assist in making decisions or taking actions

Power Users –

Computer user who uses advanced features of programs which are not used by the average user (information worker)

‘End Users’ – according to webopedia

"The final or ultimate user of a computer system. The end user is the individual who uses the product after it has been fully developed and marketed… users who require a bug-free and finished product… The term end user usually implies an individual with a relatively low level of computer expertise…"

Current SharePoint end user support and software adoption challenges

SharePoint support person point of view

1. Users ask the same question again and again

2. I don’t have enough hours in the day to support SharePoint users and do my ‘real’ job

3. SharePoint is just one of the ‘x’ systems I support

4. People keep going back to the old way of doing things and not using and adopting our Awesome Intranet the right way

Audience: You guys have anymore you want to share?

Coming up:

The quick solution to End User Adoption

End User point of view

1. I like the way we are currently doing things. Why change it?

2. I don’t want to learn a new technology/software

What they are Really saying is:

WIIFM - What’s In It For Me?

The first phone that ‘felt’ smart

Remember the magic created with this device?

How did it happen?

Components of SharePoint Adoption

1.Get an Executive sponsor

2.End User Training and Support

3.Empowering the Help Desk

4.Building ‘no-code’ solutions and creating ‘no-code’ developers in-house

5.Keep things Fresh!

Executive Sponsorship

Follow the leader

Top down support is a Must!(otherwise, you might as well call it quits now)

Employees model the behavior of the leader

Question

What can an Executive do to show his/her support for SharePoint initiatives?

Executive Support in Action

Public proclamation of support and vision for

SharePoint based initiatives

At least one executive should have an internal

active blog

Have executives refuse to accept emails with too many attachments or large attachments or to too many people

Have CXO answer one submitted question a week on the front page of portal

End User Training and Support

“If you build it, they will come” is sadly not true for SharePoint

Empathy for end users is the key!

What’s in it for them? Why should they care?

Understand before being understood

Seemingly simple things to You might not be as simple to Them

What users experience when they come across something they don’t understand in SharePoint

Example

A user sees that a document is checked out in a document library. This person wanted to edit this document.

Steps they take:

1) Look around on the page for any info on what that means and what they can do

2) Ask someone nearby

3) Google/Bing it

4) Email or call help desk

5) Give up (go back to the old system, ask someone else to do it)

Sequence of 'training' end users

1. Communicate business goals – weeks or months in advance of a new initiative

2. Clarify how the changes apply to their role

3. Train on software/technology (this usually comes first unfortunately)

Cost of “training” users the traditional way

Approx. $115 / user (not counting the time off from work)

for an average 2 day training

Size of Organization Total cost of 2 day training for end users

500 $57,500

1,000 $115,000

2,000 $230,000

5,000 $575,000

10,000 $1,150,000

A Bold statement coming up…

A thorough end users Training on SharePoint is a waste of time -Theirs and Yours

Instead…

•Provide kick off/intro training, then frequent awareness sessions in form of lunch and learns

•Provide on-demand quick help - tip sheets, video tutorials and reference documents when users need them

•Provide a reference Knowledge Portal – online or on-premise

After two days of training, people remember

10% of what they read20% of what they hear30% of what they see

Copyright 1999 Open-Book Management Inc.

Implement Quick Wins

Identify true pain points and focus in on them

(sounds easy, right?)

Build Powerful and easy to maintain solutions

44

Questions to ask yourself

Correct questions

What do our users need?

What does our business need?

What’s the return on investment long term for those solutions?

Whose going to maintain

Incorrect questions

What can SharePoint do?

How much is the initial cost of the solution?

What can SharePoint do for your business?Human resource on-boarding process

Vacation scheduling system

Vendor management portal

Employee training scheduling and materials

Business performance reporting

Company knowledge base

Help desk portal

Inventory tracking

…

Build no-code solutions

Why go ‘no-code’?

Possibilities of what you can do are Enormous!

Quick learning curve

Easier ongoing management of solution

Delegate responsibility easily

© DEVintersection. All rights reserved.http://www.DEVintersection.com 48

SharePoint Designer 2010

Manipulating Data and List Views

SharePoint Designer 2013

WorkflowsAutomate business processes

Powerful No-Code Apps

Access apps for easy development

Self Service Powerful Search

Empower users to discover information

Powerful no-code forms

InfoPath based web forms

Dynamic Dashboards

PowerView to visualize data

© DEVintersection. All rights reserved.http://www.DEVintersection.com 54

More DashboardsPerformancePoint Dashboard Designer

© DEVintersection. All rights reserved.http://www.DEVintersection.com 55

And more Dashboards

SQL Server PowerPivot

Project ManagementUtilize Project Server to manage projects

Use Geolocation column for live mapping

Show maps directly within lists and libraries

How do I practice my ideas and concepts?

Watch free videos at:

http://sharepoint-videos.com/video-categories/all-free-videos/

Get a 30 day trial of Office 365

58

Empowering the Help Desk

Technology Help Desk

Big companies: an internal Help Desk is responsible to deal with All end user technical issues

Small to Medium size companies: sometimes the Help Desk is outsourced

Small companies: It’s Joe or Sarah who is The Help Desk

Are you ‘Joe’ or ‘Sarah’ in your company?

Help Desk resource need

1 full time support person every 5,000 people assuming they generate about 25 to 30 problem tickets per week

Providing Help to the Help DeskFormal training on SharePoint at the Power User level – browser and no-code

Ability to tap into available knowledge base as needed

Wiki pages and documentation

Video tutorials

Established connections with department/team evangelists

Online resources

Remote consultation with SharePoint experts

Keeping it Fresh!

Sense of Accountability

SharePoint doesn’t drive culture change, People do! Empower them!

Place owner info on every pageprovides accountability

creates End Users 'comfort' - someone is out there who can help

Food related events

SharePointOberfest (Oktoberfest)

CollaBOOration (Halloween)

SharePointgiving (Thanksgiving)

30 for 30 – give us 30 mins and we’ll teach you 30 things (Lunch & Learn)

Mini launch and re-launch events

Currently our Intranet is like

But a new one is on the horizon!

Useful Widgets on home page

Weather

Traffic

Thought of the day

Almost Raffle time

Call to Action

Empathize with the end user

Provide end users the Help they need when they need it

Enjoy building awesome no-code solutions on SharePoint

Access to All videos on SharePoint-Videos.com

SharePoint topics covered

End User SharePoint Site Administration

InfoPath SharePoint Designer

Workflows Branding

Project management Metadata Management

Access and Access Services Records Management

Business Connectivity Services Search

Reporting JavaScript customizations

• Hundreds of no-code video tutorials

• Fully narrated by SharePoint experts

Call to Action

Make sure to have Executive sponsorship first!

Focus on what your business needs are and not what SharePoint can do

Plan to support your end users and help desk

Practice building no-code solutions in a sandbox/play environment

Always keep things Fresh

Thank You!

@asifrehmaniasif@sharepointElearning.comSharePoint-Videos.com