SharePoint End User Training and Adoption Strategies - SP Intersection

Conquer the chaos of end user support and

drive SharePoint adoption

Asif RehmaniSharePoint MVP and MCT

SharePoint-Videos.com

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Asif Rehmani

CEO and FounderVisualSP / SharePoint-Videos.com ChicagoUSA

Contact

@[email protected]

Author

Trainer and Consultant

SharePoint MVP, MCT

Conference Speaker

SPCTechEdSPTechConSP ConnectionsSP FestDev IntersectionAnd many more…

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


Giveaways for today’s session

1 Year access to

890+ SharePoint Video Tutorials


Target audience for this session:

Intranet/Web Content ManagerCommunications SpecialistPortal Solutions Manager

SharePoint Guy/Gal


Agenda

Discuss why we should care about ‘Adoption’

Overview of current end user support challenges

Strategies to overcome those challenges

Raffle at the end

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

What can SharePoint do for

You!

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1. Make you look like a super hero

2. Progress your career3. Help you get a job in

any industry vertical you choose

1. Make you look completely foolish

2. Get you fired3. 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

12

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


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

2013

2010

2007

Earlier


Is SharePoint up for the job?


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!

NDA


SharePoint Intranet Designs

Source:

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


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/

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


Looks like SharePoint is up for the job


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?


Remember the magic created with this device?

How did it happen?


Components of SharePoint Adoption

1. Get an Executive sponsor2. End User Training and Support3. Empowering the Help Desk4. Building ‘no-code’ solutions and creating ‘no-code’ developers in-

house5. 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 understoodSeemingly 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

ExampleA 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 do2) Ask someone nearby3) Google/Bing it4) Email or call help desk5) 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

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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


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 formsInfoPath based web forms


Dynamic Dashboards

PowerView to visualize data


More DashboardsPerformancePoint Dashboard Designer


And more Dashboards

SQL Server PowerPivot

Project Management

Utilize 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

56

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

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


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 Desk

Formal 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 page provides 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!

Releasing:

September

20xx


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

Questions?

Thank you!

Don’t forget to enter your evaluation of this session using EventBoard!

Asif Rehmani@[email protected]

Software

SharePoint End User Training and Adoption Strategies - SP Intersection