Creating SharePoint Adoption and Engagement V3 · Creating SharePoint Adoption and Engagement Robert Bogue [email protected] +1 (317) 844-5310 Who am I? 8 Time Microsoft

Creating SharePoint Adoption and EngagementCopyright 2011 AvailTek LLC / Robert Bogue All Rights Reserved / Not licensed for redistribution or redelivery

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Creating SharePoint Adoption and Engagement

Robert [email protected]+1 (317) 844-5310https://www.SharePointShepherd.com

Who am I?8 Time Microsoft MVPAuthor of 22 booksEditor of over 100 more booksArchitect

DeveloperIT ProfessionalProject Manager

Publisher

The SharePoint Shepherd’s Guide for End Users: 2010

ContentBackground InformationDecision Trees181 Tasks

Available FormsBook (available where books are sold)Corporate Licenses available for deployment to your intranet.

AgendaSamples in AdoptionEngagement and FlowChange ManagementCreating ChangeCreating Engagement


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Keyboard AdoptionKeyboards were designed to be inefficient.

Hammers used to jam for fast typists –QWERTY slowed them down

Dvorak Simplified Keyboard is arguably “better”

“better” doesn’t mean more widely adopted

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Long Distance Business Communication used to be done by Fax machineEmail was store and forward

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(CC) Anomalous4 @ Flickr

Driving AdoptionDo you want to drive or encourageadoption?… Watch your thoughts for they become your words. Choose your words, for they become your actions…

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Comparing Marketing and Adoption

MarketingGoal: Drive behavior to an actionNo direct interactionBig financial impact to an organization

AdoptionGoal: Drive behavior to an actionLimited direct interactionHuge increase on realization of value

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Successful ModelsPolitical CampaignsProfessional SportsLinux / Open SourceFacebookViral MarketingCults

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Comparing Engagement?Adoption

Simple to Achieve –Simply force everyone’s home page to SharePoint.Passive (Usage)

EngagementDifficult to Achieve –You can’t force creationActive (Creation)

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What is Engagement?Engagement (noun) – the act of engaging or the state of being engaged.

Dictionary.com

Engaged – busy or [fully] occupied; involved

Dictionary.com

What is flow?Flow is the mental state of operation in which a person in an activity is fully immersed in a feeling of energized focus, full involvement, and success in the process of the activity.

Wikipedia.orgIdea characterized by MihalyCsikszentmihalyi


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What’s it like to be in flow?High degree of concentration / limited field of attentionLoss of self-consciousness, merging action and awarenessTimelessnessIntrinsically rewardingLoss of bodily needs

Criteria for FlowClear Set of GoalsBalance of Challenge and SkillClear and Immediate Feedback

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What is Clear?UnquestionableUnderstandableWithout AmbiguityPreciseActionable

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Clear Set of GoalsDoesn’t have to be specific or tangibleDoes have to be meaningfulConsider

Mastery of a musical instrumentBetter at public speaking

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Balance of Challenge and Skills

Challenge is relative to skillsConsider

Typing 60 words a minuteVideo games that you’ve beatRunning a meeting

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Clear and Immediate Feedback

Digital Camera vs. Film CameraWhat is Clear?What is Immediate?Automatic vs. Manual

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What is Immediate?Without DelayBut is… Follow up the next minute/ hour/ day/ week/ year with a note asking about a site creation? … immediate?

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Automatic or Manual Feedback

When a Facebook friend says “Happy Birthday” does it feel artificial?The goal is feedback not how you accomplish it

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Flow -> EngagementFlow

Short term mental stateSingle person

EngagementPresence of creativity (flow) frequentlyMultiple people

Conditions for FlowClear set of goalsBalance between challenge and skillsClear and Immediate feedback

Conditions for EngagementIntent to Use

Usefulness (Clear set of goals)Ease of Use (Balance between challenge and skills)

Rewards (Clear and immediate feedback)

What Is Wrong With Engagement?

It’s noisyIt’s messyIt’s chaoticIt causes new problems


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Why Do We Want Engagement?

It fuels improvementsIt drives changeIt creates productivity

CHANGE MANAGEMENT

“All things change – just not always the way we want.”- A democrat

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Stages of ChangePre-Contemplation (not open)Contemplation (open)Preparation (ready)Action (changing)Maintenance (reinforcing)

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Kurt LewinChange as a Process

UnfreezingChange and TransitionFreezing

Behavior is a function of person and environment

B = f(P, E)

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Malcom GladwellThe Tipping Point

Rapid Growth (Change) cycle

BlinkThe power of thinking without thinkingWe leverage many subtleties to form our perspective (and drive our behavior)

OutliersIt takes repetition to develop mastery

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Kotter’s 8 StepsCreate UrgencyForm a Powerful CoalitionCreate a Vision for ChangeCommunicate the VisionRemove ObstaclesCreate Short-term WinsBuild on the ChangeAnchor the Changes in Corporate Culture

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Radio - MeWhat is in it for me? (WIIFM)Describing the benefits to individual usersDifficult to find individual, palpable meaning for individuals

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CREATING CHANGE

“Be the change you want to see in the world”– Mahatma Gandhi

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Types of MotivationRecognitionReward

ExpectedUnexpected

Team Building

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Motivation 3.01.0: Biology2.0: Rewards and Punishments

Carrots and Sticks

3.0: IntrinsicAutonomyMasteryPurpose

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AutonomySelf-DirectedDefining the DESTINATION = OkDefining the ROUTE to the DESTINATION = Not OK

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MasteryImpossible GoalAbility to work towards being good at something

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Higher PurposeDoes what I’m doing matter?

… to my development… to my career… to my family… to my world

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FearKnown

Tend to be exaggerated

UnknownTend to be paralyzing

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Connecting the DotsVision defines the directionStrategy defines the destinationTactics gets you down the road

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Teach a Man to FishGive a man a fish you feed him for a day. Teach a man to fish and you feed him for a lifetimeIt’s all about leveraging other people to engage others

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AndragogyNeed to KnowFoundationSelf-ConceptReadinessOrientationMotivation

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Bloom’s Taxonomy

Analyze Evaluate Create

Apply

Understand

Remember

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CREATING ENGAGEMENT

“I was dating this girl and got engaged. I realized liked being sports more than I liked my girlfriend.”

- Smuck

Intent to UseEase of Use

Is it less complex than my current skills allow?

UsefulnessDoes it solve a need of mine?


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Ease of UseACDSee Photoshop

UsefulnessBreakout Box Metronome

GETTING AND KEEPING ITROLLING

“Rolling with the punches sounds good until you realize you live in a tree house.”

- Tarzan

Breaking InertiaAn object at rest tends to stay at rest ... unless acted upon by a unbalanced force- Newton’s First Law (Paraphrased)It takes a lot of work to get things moving

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FrictionFriction slows all thingsYou can not ignore friction as a force in your adoption

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Wide ProblemsWhole intranet scaleRelatively small impact on daily workExamples

Communicate News Show Stock Price

Medium Sized ProblemsLarge department or division scaleModerate impact on daily workExamples

Time TrackingIssue TrackingProject Management

Narrow ProblemsSingle Department (or User) scaleMassive impact on daily workExamples

Payment processingShipping systemProspect tracking


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Solution Scope The Process

Listen to User Pain

Transform Feedback

Prioritize Pain

Execute on Fixes

The KnowledgeTraining

Instructor Lead Training (ILT)Computer Based Training (CBT)

ReferenceThe SharePoint Shepherd’s Guide for End Users: 2010

CommunityLunch and learnPower Users groups

BARRIERS TO ENGAGEMENT

“We screw up even the simple things.”- Every client I’ve ever worked for


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GovernanceUsers can not do anything (not useful)Approvals required everywhere (not easy)No clear direction/ governance (no clear goal)

Culture of Hording“Sharing information makes me less valuable.” (not useful)“I want all of the information in my site” (not easy)“Why do I need SharePoint anyway?” (no clear goals/goals conflict with culture)

Lack of Authority“I can’t buy pizza for a lunch and learn”“We don’t have a budget for training our users”“We don’t want to take our users away from their real work for training”“We don’t buy books for our users”

THANK YOU

Robert [email protected]+1 (317) 844-5310

Documents

Creating SharePoint Adoption and Engagement V3 · Creating SharePoint Adoption and Engagement Robert Bogue [email protected] +1 (317) 844-5310 Who am I? 8 Time Microsoft