Driving SharePoint adoption in Your organization

Driving SharePoint adoption in Your organization Asif Rehmani Twitter: @asifrehmani 3/10/2015

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Agenda 2 minutes intro about me and our company Discussion on why we should care about Adoption Overview of current end user support challenges Strategies to overcome those challenges

About me - Asif Rehmani Trainer Founder and CEO VisualSP Chicago, USA Conference Speaker SharePoint MVP, MCT Trainer and Consultant Contact @asifrehmani asif@sharepointelearning.com www.visualsp.com Author

About our company - VisualSP Two Solutions Help System Training Center

VisualSP Help System In-context support through Help tab Help Tab List of in-context Help Items Help users when They need it most Help items for current page and context

VisualSP Training Center SharePoint topics covered End User InfoPath Workflows Project management Access and Access Services Business Connectivity Services Reporting SharePoint Site Administration SharePoint Designer Branding Metadata Management Records Management Search JavaScript customizations Hundreds of SharePoint video tutorials Fully narrated by SharePoint experts

Target audience for this session: Communications Specialist Intranet/Web Content Manager Portal Solutions Manager SharePoint Guy/Gal Session level: 100 - Overview

First question to ask: What can SharePoint do for You?

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 10

A quick story about technology adoption The story of a beautiful looking Intranet that didn t help its users

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

We built it, but not many came

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 14

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! 17 DEVintersection. All rights reserved. http://www.devintersection.com

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/ 19 DEVintersection. All rights reserved. http://www.devintersection.com

Looks like SharePoint is up for the job!

Now let s talk about the End User Who is an End User?

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 one of the many 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

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?

How can we create our own magic? Proven strategies from the field

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 inhouse 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

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 Jeff Immelt CEO GE Have executives refuse to accept emails with too many attachments, large attachments or messages 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 (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 500 $57,500 1,000 $115,000 2,000 $230,000 5,000 $575,000 10,000 $1,150,000 Total cost of 2 day training for end users

A Bold statement coming up After two days of training, people remember 10% of what they read 20% of what they hear 30% of what they see Copyright 1999 Open-Book Management Inc. 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-premises

Implement Quick Wins

Identify true pain points and focus in on them sounds easy, right..? Not so fast

Build Powerful and easy to maintain solutions

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? 46

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 2013 Workflows Automate 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

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 sample videos at: http://visualsp.com/video-categories/all-sample-videos/ Get a 30 day trial of Office 365 60

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!

Useful Widgets on home page Weather Traffic Thought of the day

Call to Action Make sure to have Executive sponsorship first! Thank You! 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 @asifrehmani asif@sharepointelearning.com SharePoint-Videos.com

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