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We built it, but
why won’t they
come? Practical advice to overcome common user
adoption and change hurdles
Susan Hanleywww.susanhanley.comSharePoint Saturday NYJuly 30, 2016
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Scallywag's Irish Pub
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Scallywags also serves food.http://www.scallywagsnyc.com/
User AdoptionUser Engagement
6
But wait, then why are we here?
RESULTS
Tip # 1: Adoption is not the end game
Results mean …The average time to on-board a new employee went from 3 months to 3 weeksCustomer satisfaction scores increased by 20%Average profitability per client engagement increased by 10%Revenue increased by 10% with no increase in headcount ADOPTION
RESULTS
We built it, why don’t users just come?Adoption rarely happens all at once
WIIFM The solution has to be worth adopting
Tip # 2: Adoptable solutions solve measurable problems
Communications and Collaboration ProblemsCuring Versionitis Finding Expertise
Sharing with Partners and Customers
Keeping People Informed
Business Process ProblemsCollecting and
Tracking Information
Managing Tasks and Projects
Automating Business Processes
Got social?Product
Development
• Engineer struggling with a problem – find answers quickly• Feedback
“crowd-sourcing”
Resource Planning
• PM looking for the most qualified resources for a project – expertise location
Customer Support• Services
agent working trying to solve an unusual customer problem• “Organic”
knowledge base
• Sales team on-boarding • Sales team
training and mentoring
Sales
Engaging contentWell
writtenAccurate,
useful, timely, relevant
Written for the web
Tip # 3: It’s personal
All about my ROLE!
“Our intranet is a tool which allows us to make business decisions therefore it cannot be overcomplicated or distracting, making our designs concise, sharp and distinct.”
Tip # 4: It’s about change 17
Deep experience
with technology
and conceptRecognize the need for the
solution
Convinced the product works
Why are we in IT so bad at change?
Us Seeing the solution for
the first timePossibly
unaware or unconvinced of the needSkeptical
about whether the
product works“Custome
r”
The 9X
Effect
A new product has to offer a 9 X
improvement over the existing solution
in order to be immediately or
easily adopted.* *Gourville, John T., “Why Consumers Don’t Buy: The Psychology of New Product Adoption.” Harvard Business School Note #504-056 (Boston: Harvard Business School Publishing, 2004).
Ease in to changeStart small
Keep it simple
Consider your culture
Go for the “long wow”
Tip #5: Engage some helpers
22
Leaders model the behavior
“No involvement by leaders,
no commitment by employees.
No exceptions.”Vala Afshar, Chief Marketing and Customer Officer at Enterasys
But it’s not just the leaders …
Identify and engage your Mikeys
Harvard Business Review: Managing Change One Day at a Time, July-August 2014http://hbr.org/2014/07/managing-change-one-day-at-a-time/ar/1
“Organizations can’t change their culture unless individual employees change their behavior – and changing behavior is hard.
Many change programs focus on providing strategies, technologies, and training – but often this is not enough.
When it comes to modifying deeply ingrained behavior, 12-step programs have a superior track record.
They use incentives, celebration, peer pressure, coaching to adopt new habits, negative reinforcement, and role models – things organizations can draw on.”
Tip # 6: It’s all about comfort
Plan a training roadmap – for comfortDon’t
assume it’s intuitive
Don’t try to train all at once
One size does not fit all
Just-in-Time/In Context Training
www.visualsp.comContext sensitive Help items:
• Videos • Images/Screenshots• Documents • Links
Just-in-Time/In Context Training
www.contentpanda.com
Want training to stick?
Train teams together!
Tip # 7: It’s about communications
Launch ideas that worked … mostly
Photo Booth
Launch Surprise!
Launch Videoshttp://www.scoop.it/t/intranet-launch-videos-and-teasers - comprehensive collection compiled by Ellen Van AkenAdditional examples: http://tiny.cc/ThreeSampleVideos
http://www.youtube.com/watch?
v=PN1IyDvyA2oMAN Diesel
http://vimeo.com/60729239http://youtu.be/SinFM8hNcOgDartmouth-Hitchcock Intranet Home Redesign
– watch the end for outtakes
What is Office 365 Launch Video (Regis)
https://vimeo.com/regiscorp/review/125078501/68cd7832a8
Office 365: Digital Workplace Overview
https://youtu.be/6jfpomYFCGU
Showcases practical examples of how to use the complete suite of Office 365 applications
30 for 30
“Anecdote bank”
Tip of the Day/Week
Get Sharp on
SharePoint
Predictable Content:• Polls on Mondays• Conversation Topic of
the Week on Tuesdays• Employee Spotlights
on Wednesdays• Trivia on Fridays
Intranet “Learning
Café”
Tip # 8: It’s about support
It takes a villageMake sure the help desk is prepared
Office Hours Center of
Excellence (Just-in-Time)
Training and Documentation
Plan ongoing support
Pilot team Volunteers Employee
advocates
Seed the organization with evangelists
You are not alone – lots of help from Microsoft: fasttrack.office.com
Adoption Planning Tool fasttrack.office.com
Tip # 9: Don’t forget the fun!
Scavenger Hunt Points, Badges, Prizes Five for Five “Profile Week” FOOD!
Incentives and rewards help kick-start
People-based scavenger hunt
https://www.thoughtfarmer.com/blog/pennstate/
Fun with food
CollaBOOration - A Ghoulish Guide to Metadata
SharePointoberfest - inebriate while you collaborate!
SharePointgiving – Give thanks to document workflow and approval
Recognition and
rewards must
align with desired
outcomes
Take a lesson from hockey – don’t just track
goals, also track and encourage
assists
Tip # 10: It’s about listening, and …
...allow users to provide feedback …Feedback
identifies challenges
Ask for feedback-everywher
e
Conduct usability tests,
LISTEN and OBSERVE
… but don’t be afraid to enforce
Tip # 11: You’re never done
Not everyone will be happy (initially) - look
for the wins!
Keep it “organic” - have a plan for
change.
It’s not “once and done.”
Tip # 12: It’s about sharing
The Tips1. Adoption is not the end
game2. Adoptable solutions
solve real problems3. It’s personal4. It’s about change5. Engage some helpers6. It’s about comfort7. It’s about
communications8. It’s about support9. It’s about fun!10.It’s about listening, but
…11.You’re never done12.It’s about sharing
56
About Me• President, Susan Hanley LLC• National Practice Lead: Portals,
Management Collaboration, and Content practice at Dell
• Director of Knowledge Management at American Management Systems
• Information Architecture
• User Adoption• Governance• Metrics• Knowledge
Management• Intranets &
Portals• Collaboration
Solutions
susanhanley
[email protected] www.networkworld.com/blog/essential-
sharepoint
www.susanhanley.comwww.improveit.how
General Read
User Adoption Strategies: Shifting Second Wave People to New Collaboration Technology by Michael Sampson
Jakob Nielsen’s Alertbox: http://www.useit.com/alertbox/ (Current Issues in Web Usability) Reference article about social features on intranets:
http://www.nngroup.com/articles/intranet-social-features/ Launch Videos: http://www.scoop.it/t/intranet-launch-videos-and-teasers (Ellen van
Aken) SharePoint and Office 365
Re-Imagining Productive Work with Office 365 by Michael Sampson Fasttrack.office.com Office 365 Network Essential SharePoint 2013 Practical Framework for SharePoint Metrics ImproveIT
User Adoption Resources
