I3solutions- Sharepoint Governance the Art

PRESENTATION TITLE

GovernanceThe Art of Growing the Possible

45945 Center Oak Plaza, Suite 140Sterling, VA [email protected]@sharepointlinc

SharePoint incredible demand, incredible capabilities

Bill Gates at the 2008 SharePoint ConferenceThere is an incredible demand today for solutions that help businesses to harness the power of a global work force and tackle the challenges that come with the explosive growth of digital information.

The spectacular growth of SharePoint is the result of the great combination of collaboration and information management capabilities it delivers. I believe that the success weve seen so far is just the beginning for SharePoint.

8/1/2011 1:02 PM2 2006 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

- Uncle Ben

Governance DefinedGovernance is the activity of governing. It relates to decisions that define expectations, grant power, or verify performance. It consists either of a separate process or of a specific part of management or leadership processes.ROOT: Psychology of Trust and FearAssuring, on behalf of those governed, a worthy pattern of good while avoiding an undesirable pattern of bad.

So What IS SharePoint Governance?5

PeopleRoles and responsibilitiesBusiness and technicalCreators and consumers

TechnologyLet them know what the governance applies to.Ex: for the intranet, not the public facing siteEX: web content only, not these standalone apps.

PolicyLet them know what they cant do.Where should certain activities take place?Where should they go to request change.

ProcessCreate new spacesArchive informationAffect changePush info out to a user base.5

This is the bulk of your Governance the planning, reorganization, and transformation of your SharePoint environment

8/1/2011#

CreativityInnovationControl&The Balancing ActKeep it loose Establish some guidelines to keep users on track but keep the rules short and simple to avoid stifling creativity

KISS

Governance is.

30% Social Engineering

5% Technology

10% Control

25% Communication 10% Trust

10% Philosophy 20% Vision

Technology is never the whole solution

Without effective governanceorganization, performance, andcapability are significantly reduced

SharePoint Without Governance is the Wild Wild West12

What happens if we dont have governance?12

Why is Governance so hard?13

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Lets Talk About Perceptions

Governance!!!15

People envision thisReality is thisWho think they look like this!Which Causes.

Because governance is RestrictionsIm in charge and youre notIn general, about as pleasant as being squashed by a house

People dont like being told what to do quite often ignore the need for governance15

Governance Should Be This16

Working TogetherAlone we can do so littleTogether we can do so much~Helen Keller

This is what SharePoint should bePeople working together towards a common goal.

Whatever SharePoint isPlatformProductPortalIt should help get us further than if we dont use it.16

Governance is.

Philosophy

Carrots and Sticks

What is our Philosophy?Governance philosophy in todays organizations focuses on productivity and results

Great Governance bodies define themselves as adding value and wisdom, helping with change and strategy decisions without micromanaging

They dont hold back challenging questions but are also supportive of employees getting the job done

BELIEF STATEMENTS

We believe governing board members add value to our organizationWe believe that our board must initially be involved in shared management, butWe are committed to a board that does not micromanage the portals day-todayoperationsWe believe our board functions best when all members engage in productivedialogueWe believe that the priorities for the business must be our We believe a 21st-century portal must focus on accountabilityOur board should always know: 1) where are we now in meeting our goals,2) where we need to be to meet our goals3) the best strategy to meet our goalsWe believe that board, administrators, and users should have a shared understanding of goals, options, risks, and threats, and that all energy should be focused on our productivity and successWe believe our success, in part, depends on building a trusting and supportive organizational culture, which is focused on results.

Style of Governance

STYLE #1: POLICY MODEL

STYLE #2: CONSENSUS MODEL

STYLE #3: MANAGEMENT TEAM MODEL

STYLE #4: ADVISORY MODEL

Governance is.

Vision

Vision - Do you have one?

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If we do not communicate the Vision of the portal we are

...by providing a centralized location for people to find what they need...by having open communities and information/knowledge sharing through wikis, blogs, forums...by allowing for security controlled locations that can be used for versioning...by combining the disparate X number of home-grown intranet solutions...by

...byVisionMake it easier for people to work together

Enable collaboration

Document management

Portal

Eliminate (reduce) email

Increase ROI

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What are the business outcomes?

TechReady7 Breakout Chalktalk Template8/1/2011 2008 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.30

Governance is.

Trust

PossibilitiesMany of SharePoints capabilities are not required or mandated users need to understand the value to get the benefitUsers can do a lot We can give them great power and need to ensure they accept their great ResponsibilityWe have an obligation to guide and support them

8/1/2011 2008 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.32

Make SharePoint Work for the User33

Now that we have defined who we are, where we are, and what we cannot do, we need to think about providing ways to work in this environment.33

Make SharePoint About the UserWho they are

Who can help themWho everyone else is

What they should and shouldnt do

How to get things done

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Thats why we have it, right?Define the roles people play with regard to the system.

Important to remember that governance is heavily about definition, and capturing what should be happening.34

Governance is.

Control

Policies

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Policies

Microsoft SharePoint Conference 20098/1/2011 2009 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.37

Governance is.

Communication

CommunicationThink about communications as a lifetime, not one-time, process.Types of (strategic/targeted) CommunicationIntra-projectStakeholder(s)Community

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Who Do Users go to?

The Governing Body?????????

Objective: Communicate that people need a clearer view of their customers.

Talking Points:Weve talked about how salespeople dont have enough time to selland while thats true, we also need to focus on knowing your customers too. Having more time to sell is greatbut when all is said and done, it doesnt mean much if you dont know who to sell to. Thats why its important to identify your most valuable customer and prospects.

Did you know that a full 40 percentthats almost halfof sales executives rate sales analytics as one of the top needs of their organization?* That means a lot of companies dont have a good view of who their customers are. And when you consider that companies that retain 5 percent more customers typically increase profitability by 25 percent or more*, the case for knowing your customers is clear.

40% of Sales executives rate Sales Analytics as one of the top needs for their organization (User Survey Analysis: Business Intelligence, Worldwide 2007: Gartner)

56% of CSOs indicated they want to improve their ability to farm additional revenue from existing customers (Sales Performance Optimization -2007 Survey Results & Analysis CSO Insights)

The benefits of knowing your customers has a measureable impact on your bottom line: A recent study indicates differences in data quality can amount to a 66 percent shift in revenue from customers (Lager 2009).

Ask yourself two questions:

Have we identified the most important customer segments?Are we targeting, expanding, and retaining the right accounts?Can we following the information from Lead to Cash?

[CLICK BUILD]

Heres what Microsoft offers to help you answer these questions.360 degree customer visibility by roleCustomer analyticsAnalytics for targeted selling

OPTION #1: Stay on this slide & review points below, then transition to Pillar 2 (Optimize Selling Cycles)

360 degree customer visibility by roleSingle view of interactions across systems see all your accounts, cases and interactions in one placeUser defined experience (web, phone, PC) - Contextual delivery based on sales role

Customer Analytics for Strategic Segmentation Gain insight into customer purchasing behaviorIdentify and group customers more likely to buyCapitalize on new market opportunitiesAlign sales resources based on customer/prospect segmentation

Predictive Analytics for Targeted SellingPinpoint high probability deals for closingProactively identify up/cross-sell opportunitiesMaximize revenue potential of current accounts

Transition:Once you have identified the right customer and opportunities, do you have the processes in place to handle the leads?

OPTION #2 Proceed to next slide to discuss blue bar text in greater detail.

Transition:Lets go into each of these in detail:

*User Survey Analysis: Business Intelligence, Worldwide 2007: GartnerThompson, Ed, and Nelson, Scott D., How to develop a CRM Strategy, (Gartner Research, December 27, 2004). *Reichheld, Frederick, The Loyalty Effect, (Harvard Business School Press, 2001).

Additional Sales Role Points:Sales ExecutiveShift sales resources to impact growthSegmenting customers to drive growthIdentify and capitalize on market changes and trends

Senior Sales ManagerSeamlessly track all interactions, communications, purchases and inquiriesGain full visibility into customer information and purchase historySegment and target high-value customersProactively pinpoint and tailor up-sell/cross-sell opportunities

Sales OperationsDeploy systems that integrate data across multiple systems to provide full view of customer informationEnsure adoption of CRM tools that enable the collection of quality customer information.Improve cross-sell/up-sell rates via timely and relevant customer dataKeep your pulse on customer satisfaction with full visibility into interactions across all departmentsAutomatically track key renewal and contracts dates and take proactive measures while you can still effect change

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Training Plan41

8/1/2011 2008 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.41

Content Management Plan

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Governance Plan Document

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Governance is.

Social Engineering

ANOTHERMEETING

You are not giving your presentation to have another meeting. You are there to convey meaning.45

Provide business users a manageable solution to create, share and collaborate on Work

Empower

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Show them to use it in real world situationsShow them when not to use it

Inspire

Leaders establish the vision for the future and set the strategy for getting there; they cause change. They motivate and inspire others to go in the right direction and they, along with everyone else, sacrifice to get there.

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Have answers for themTeach Them

Support

Finely Tuned Performance & ExpertiseFour things support the world: the learning of the wise, the justice of the great, the prayers of the good, and the valor of the braveTis not enough to help the feeble up, but to support them after~William Shakespeare

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Its easy to make mistakes

TechReady7 Breakout Chalktalk Template8/1/2011 2008 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.49

If You Build It, They Will Come: Driving End User Adoption of SharePoint

8/1/201150 2009 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.Microsoft SharePoint Conference 2009

Part 1: The Challenge of Adoption


Adoption Does Not 'Just Happen' Reach critical mass to stay in the gameVHS and Betamax: adoption x time

Tipping pointCrossing the Chasmcritical mass

critical mess

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Why SharePoint Adoption Can Be HardWhat is SharePoint exactly?CollaborationPortalSearchContent ManagementApplicationsAbout 20 other things!Users dont necessarily *have* to use SharePoint to get their job doneExample: Payroll system vs Sharing filesNew way(s) of doing something cultural changes take 18-36 months to stick


Adoption CurveThe Roll-out strategy must focus on most effectively getting employees to adopt the portal over timeWhen adopting a new tool, users typically pass through five stages, each involving a progression of behaviors and needs . . . here are three of the key stages:

AdoptionStage/Time

AwarenessLearningTrialApplicationAdoption100%

User achieves awareness of the new technology and begins forming perceptions around its importance and value.User experiments with the tool on current projects to experience tangibly how it fits with current modes of working. Obtains real-time under-standing of benefits and experience.User incorporates the solution as an indispensable tool. As such, the solution is a formal element within specific stages of work processes.User obtains an understanding, both theoretical and demonstrated, of the tools fundamental attributes, such as what it does, its value, how to use it, and how it integrates with existing work processes.User applies the technology regularly and gains greater familiarity with it, specifically as it relates to fundamental tasks.

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Accelerating Users EnlightenmentCreate a comprehensive adoption planGrowing confidence and valueElements in planned approachResponsibilities & SponsorsSuper Users and InfluencersCommunications and BuzzTrainingCommunityContext Governance & Support

Conquered skills & confidencePerceived Valueproductive cluelessawareskepticadvocateinventor

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What Users WantConnecting SharePoint to Biz GoalsUsers want to see the connectionOutcomes, not requirementsElegant Solution DesignDont make users go through five screens to do one taskWIIFMWhats in it for me? users want to understand what they get out of using the system (why they have to add metadata, for example)


Part 2: Must-Have Elements to Your Adoption Strategy


Must-Have ElementsCommunication PlanTraining PlanContent Conversion PlanUser Support PlanIncentives and Reward Plan

Communication PlanLeverage Experts and ChampionsCEO MemosTown Hall MeetingsBreak Room PostersOther Fun Ideas:Online Scavenger HuntsBirth AnnouncementsLaunch Parties

Make sure you have an ongoing plan for continuous communication


Training PlanTraining: Not just for Developers and ITAlso For:Power Users (Site Owners)VisitorsMembersWeb Content ContributorsWorkflow Approversjust-in-time and just enough


Content Conversion PlanIts critical that important information gets moved to the new systemSeveral Options:Clean and migrate everythingMigrate nothing; Index old contentNew content only in new systemClean and migrate recent content only.

Dont Migrate without Cleaning!


User Support PlanContact Person for Every PageUse pictures and contact infoInternal Site Owner User GroupsEmpower users to help each otherGet the IT Help Desk on boardGiving users power means more questionsEnd-User Feedback LoopGet feedback in two ways:Metrics-based (number of users, rating scale, etc)Anecdotes (good/bad experiences)End-User resources (guides, help, etc)


Incentives & Reward PlanAnswer WIIFMShow (with real data) why something is usefulMake It Fun!Buck the company cultureProvide Recognition for Content ContributionMoney talks; so do titles & certificatesHave a Fantastic User ExperienceInvest in an information architecture
