herding cats: gaining user adoption with these 4 principles
TRANSCRIPT
HERDING CATS!Gaining user adoption with these 4 principles
Ryan Dennis | @SharePointRyan | sharepointryan.com
RYAN DENNIS
Solution Architect at Blue Chip Consulting Group
/in/SharePointRyan www.sharepointryan.com
[email protected]@SharePointRyan
www.bluechip-llc.com FatherHusband
Author
GuitaristDrummer
Cyclist
Ryan at a glance Play and explore
AGENDA•Why CATS?•A case study on • Communication• Adoption• Training• Support
•Bringing it all together•Q&A
WHY CATS?•CATS is a mnemonic device for Communication, Adoption, Training, and Support•These four principles are critical to proper adoption of any platform, especially one as complex and capable as SharePoint
Mnemonic devices are techniques a person can use to help them improve their ability to remember something.
COMMUNICATION
COMMUNICATION PRINCIPLESEARLY
• Engage users during planning processes
• Leverage early adopters
OFTEN
• Provide consistent updates on process
• Keep users updated with timeline & roadmap details
HONEST
• It’s okay to fail, but communicate the lessons learned from failure
• Ask for feedback, do better next time
User Adoption Principles
ADOPTION PRINCIPLESTOP DOWN SUPPORT
• Executives should evangelize and support programs & platforms
• Demonstrate support from leadership level
CHANGE CHAMPIONS
• Find the cheerleader, ask them to help!
• Offer gamification bonuses & incentives
USER FRIENDLINESS
• Think about the end user
• Think about mobile
PROGRESSION OF ADOPTIONAdvocate
/Ownershi
p
Demonstrate commitment to the change initiative. Responsible and accountable for its success
Shared Commitme
nt
Agree with the objectives of the project and express support for the change
Shared Understandin
gUnderstand the project and how it will impact me
Awareness
Aware of project objectives, activities and timelinesLe
vel of C
hange Effort
Time
BUSINESS DISCUSSION POINTS
Low Impact/ High Effort
Low Impact/ Low Effort
High Impact/ High Effort
High Impact/ Low Effort
Proceed Investigate
KillConsider
POTENTIAL STRATEGIESSandboxExecutive Sponsorship & SupportStop Doing, Start DoingEasy First StepsAmbassadorshipReal-to-Life ScenariosEverything (X)RoadshowBulk Loading PartyGamification / Rewards
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SANDBOX
• Providing access to a “testing only” system, where people can try out new collaboration tools or features• Grant access to “testing only” environment• Elicit feedback from User Community• Demonstrate upcoming functionality
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EXECUTIVE SPONSORSHIP & SUPPORT• Where senior executives voice or demonstrate their
support for the collaboration tool, in speeches or in actually using it themselves• Establish support from Executives & VPs• Evangelize through word and actions• Enforce through metrics• Lead by example, self-adoption
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STOP DOING, START DOING
• Identification of a particular process and how it is going to be done differently in the future, as a consequence of new tools• Provide Training Guides• Distribute Quick Start Guides• Establish Best Practices
• “Stop doing X, start doing Y”
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EASY FIRST STEPS
• A series of simple first actions that someone can do within the new collaboration tool so as to get them using it for the first time• Provide User Guides• Foster 1st Time Usage and Orientation• Promote what is coming
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AMBASSADORSHIP
• Utilizing change champions to support and promote the new system with the community• Leverage stakeholders & usability studies• Promote through user quotes• Utilize
• Pilot Group Members• Subject Matter Experts• Super Users
• Collect Feedback
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REAL-TO-LIFE SCENARIOS
• Creating detailed descriptions of how the new tool can be used for a particular process or project• Create and disseminate videos detailing a day in the life…• Depict Processes / Projects• Detail Use Cases and Scenarios
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EVERYTHING (X)
• Creating a series of informational pages about the Intranet, service offerings, and key workforce information• Providing an information-based page• Addressing Frequently Asked Questions• Establishing the Brand
• “Everything SharePoint”• “Everything Yammer”
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ROADSHOW
• Holding events at different areas to advocate the use of the new collaboration tool, show people how it could be used, and foster excitement• Throw promotional events• Set up a table at the office with information on SharePoint• Offer photo booth for ‘My Site’ avatar• Give away swag (promotional items)
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BULK LOADING PARTY
• Holding an event to migrate necessary data from the old system to the new collaboration tool• Migrate old to new• Promote team building• Stage a Blitz
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GAMIFICATION / REWARDS
• Promoting usage through providing achievement and distinction, which can be obtained through feedback or actions taken• Earn badges• Give away rewards• Recognize participation
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Training
TRAINING APPROACHESFORMAL TRAINING
•Classroom-based training•End User, Developer, Site Admin, SP Admin•Specific curriculum
INFORMAL TRAINING
• Videos or lunch and learns
• Single topic / no curriculum
• One-on-one help
QUICK TIPS
• User Guides• Short how-to guides
• One page quick tip sheets
• Other
Support
SUPPORT PRINCIPLESFORMAL SUPPORT
• Help Desk supports SharePoint core system
• Collaboration support team owns individual applications within SharePoint
INFORMAL SUPPORT
• SharePoint Communities
• Yammer Groups
• Etc.
SELF SUSTAINMENT
• By leveraging Social for support, an internal user group can form, eliminating service calls to help desk
BRINGING IT ALL TOGETHER
Communication Adoption Training Support
CATS!
QUESTIONS OR OPEN DISCUSSIONQ&A | Thoughts | Discussion
RYAN DENNIS
Solution Architect at Blue Chip Consulting Group
/in/SharePointRyan www.sharepointryan.com
[email protected]@SharePointRyan
www.bluechip-llc.com FatherHusband
Author
GuitaristDrummer
Cyclist
Ryan at a glance Play and explore