Herding CATS: Gaining user adoption with these 4 principles

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Herding Cats!Gaining user adoption with these 4 principles

Ryan Dennis | @SharePointRyan | sharepointryan.com

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Ryan DennisSolution Architect at Blue Chip Consulting Group

/in/SharePointRyan

www.sharepointryan.com

ryan@sharepointryan.com

@SharePointRyan

www.bluechip-llc.com

Father

Husband

Author

Guitarist

Drummer

Cyclist

Ryan at a glancePlay and explore

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AgendaWhy CATS?A case study on CommunicationAdoptionTrainingSupportBringing it all togetherQ&A

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Why cats?CATS is a mnemonic device for Communication, Adoption, Training, and SupportThese four principles are critical to proper adoption of any platform, especially one as complex and capable as SharePoint

Mnemonic devicesare techniques a person can use to help them improve their ability to remember something.

Communication

Communication Principles

User Adoption Principles

Adoption Principles

Progression of adoptionAdvocate/OwnershipDemonstrate commitment to the change initiative. Responsible and accountable for its successShared CommitmentAgree with the objectives of the project and express support for the changeShared UnderstandingUnderstand the project and how it will impact meAwarenessAware of project objectives, activities and timelinesLevel of Change EffortTime

Business Discussion pointsLow Impact/ High EffortLow Impact/ Low EffortHigh Impact/ High EffortHigh Impact/ Low EffortProceedInvestigateKillConsider

Potential strategiesSandboxExecutive Sponsorship & SupportStop Doing, Start DoingEasy First StepsAmbassadorshipReal-to-Life ScenariosEverything (X)RoadshowBulk Loading PartyGamification / Rewards

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SandboxProviding access to a testing only system, where people can try out new collaboration tools or featuresGrant access to testing only environmentElicit feedback from User CommunityDemonstrate upcoming functionality

Executive sponsorship & supportWhere senior executives voice or demonstrate their support for the collaboration tool, in speeches or in actually using it themselvesEstablish support from Executives & VPsEvangelize through word and actionsEnforce through metricsLead by example, self-adoption

Stop doing, start doingIdentification of a particular process and how it is going to be done differently in the future, as a consequence of new toolsProvide Training GuidesDistribute Quick Start GuidesEstablish Best PracticesStop doing X, start doing Y

Easy first stepsA series of simple first actions that someone can do within the new collaboration tool so as to get them using it for the first timeProvide User GuidesFoster 1st Time Usage and OrientationPromote what is coming

AmbassadorshipUtilizing change champions to support and promote the new system with the communityLeverage stakeholders & usability studiesPromote through user quotesUtilizePilot Group MembersSubject Matter ExpertsSuper UsersCollect Feedback

Real-to-life scenariosCreating detailed descriptions of how the new tool can be used for a particular process or projectCreate and disseminate videos detailing a day in the lifeDepict Processes / ProjectsDetail Use Cases and Scenarios

Everything (X)Creating a series of informational pages about the Intranet, service offerings, and key workforce informationProviding an information-based pageAddressing Frequently Asked QuestionsEstablishing the BrandEverything SharePointEverything Yammer

roadshowHolding events at different areas to advocate the use of the new collaboration tool, show people how it could be used, and foster excitementThrow promotional eventsSet up a table at the office with information on SharePointOffer photo booth for My Site avatarGive away swag (promotional items)

Bulk loading partyHolding an event to migrate necessary data from the old system to the new collaboration toolMigrate old to newPromote team buildingStage a Blitz

Gamification / rewardsPromoting usage through providing achievement and distinction, which can be obtained through feedback or actions takenEarn badgesGive away rewardsRecognize participation

Training

Training Approaches

Support

Support Principles

Bringing it all together

CATS!

Questions or open discussionQ&A | Thoughts | Discussion

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Ryan DennisSolution Architect at Blue Chip Consulting Group

/in/SharePointRyan

www.sharepointryan.com

ryan@sharepointryan.com

@SharePointRyan

www.bluechip-llc.com

Father

Husband

Author

Guitarist

Drummer

Cyclist

Ryan at a glancePlay and explore

29