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11
Leading Your SharePoint Customers
To Water… *and* Teaching Them
How To Drink
Thomas Duff (aka “Duffbert”)
October 24th, 2015
SharePoint Saturday Redmond
2SPS Redmond
October 24th, 2015
Who Am I?
35+ years in IT, 20 years working with collaborative application development
Works for a large health insurance company with locations in Oregon, Idaho, Washington and Utah
Specialize in SharePoint development and business analysis
Speaker, writer, blogger Thomas Duff (aka “Duffbert”)
3SPS Redmond
October 24th, 2015
What We’ll Cover
Where We Started
Internal SharePoint
User Group
meetings
Spark University
Spark Connect
SparkOneWhat’s
Next
4SPS Redmond
October 24th, 2015
Pretty much anyone who works
with SharePoint and deals with a
customer base that never stops
asking this basic question…
“How do I learn SharePoint?
I need help!”
Who Is The Audience?
5SPS Redmond
October 24th, 2015
Where We Started
Lotus Notes
• Notes shop since early 90s
SharePoint
• Migrated from Notes to Exchange in 2009
• SharePoint installed as our company intranet
6SPS Redmond
October 24th, 2015
Branding
WE CALL IT…
Call it anything but SharePoint
7SPS Redmond
October 24th, 2015
Spark and Governance
•Navigation aligned with divisions/departments
•Communications owned Spark and managed the
site owners
•We had the makings of a governance group
•Organizational Development provided training for
SharePoint
Life was relatively good…
8SPS Redmond
October 24th, 2015
Things Begin to Change
•Site owners changed jobs, left the company, or
handed over responsibilities to others
•Budgets and reorganizations changed.
Organizational Development… no more training
•Communications had cutbacks
•Governance started to fade into the
background… important but not urgent
(More on governance later…)
But nothing lasts forever...
9SPS Redmond
October 24th, 2015
Meanwhile, Back On The SharePoint Team
•Desperately trying to keep the platform up and
running
•Team of 4 people for 7,000 SharePoint users
•No one has time for end user training or budget
•Productivity Hub… not so hot
Thus, the age-old question…
10SPS Redmond
October 24th, 2015
“How do I learn SharePoint? I need help!”
11SPS Redmond
October 24th, 2015
A Significant Leadership Change in 2013
Sandra Mahan
Move from HR Power User to SharePoint Team Lead
Excellent reputation in the business area
Great customer service skills and the ability to train others
Our team finally started to gel, and we started looking at important things… like training our customers!
12SPS Redmond
October 24th, 2015
Internal SharePoint User Group Meetings
•Once a month
•Lync dial-in meeting
•200 on DL list, ~75 on each call
Agenda• Strategic Communications Updates• SharePoint team Updates• 20-40 minute presentation on a SharePoint topic…
lists, views, forms, workflows, etc.One of us presents, the other monitors the chat window for questions/comments
13SPS Redmond
October 24th, 2015
Internal SharePoint User Group MeetingsThe presentation part is recorded and stored on our SPUG
team site, as are the slides and notes
14SPS Redmond
October 24th, 2015
Why Does This Work?
•We’ve made it a priority
•We keep things lively and humorous
•We’re able to play off of each other in terms of
leading questions or letting the other person
interject points
•The SharePoint team becomes more accessible
and gives us a “face” to the business
• It’s OK to say “we don’t know… we’ll get back to
you”
•Also a great way to tell others about things like
SPS, SPBiz, and other free training opportunities
15SPS Redmond
October 24th, 2015
But Wait… There’s More!
•The User Group was our primary mode of
“training” others (aside from one-on-one calls
with business customers)
•While it is effective, it doesn’t address the “I need
help now on topic X” need
•2-4 SharePoint support people don’t scale well to
5000+ employees
We still heard a lot of…
“How do I learn SharePoint? I need help!”
16SPS Redmond
October 24th, 2015
Cocktails
Because no good story ever
started with eating a salad…
17SPS Redmond
October 24th, 2015
Airplanes
(and cocktails)
Because there’s nothing
else to do for hours
except to think…
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October 24th, 2015
“I have a great idea I need to tell you
before I forget it!”
19SPS Redmond
October 24th, 2015
Spark University Evolution
•Let’s create our own training videos…
•An hour video for users, and an hour video for
site owners!
•An hour is too long… let’s do six to eight videos
that run 15 to 20 minutes long!
•That’s too long… Let’s do videos that are three to
seven minutes, focused on a specific topic or
feature!
Any questions we get can become a Spark
University video!
20SPS Redmond
October 24th, 2015
Spark University
21SPS Redmond
October 24th, 2015
Spark University
•The main appeal – videos
•Glossary of terms
•Guided Learning Paths
•Links to suggest new videos and glossary terms
•Book downloads
22SPS Redmond
October 24th, 2015
Spark University
•Use SnagIt to record the video
•Branded lead-in header and exit trailer
•Even got a “professional voice” for them
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October 24th, 2015
Video Views and Categorization
24SPS Redmond
October 24th, 2015
Video Views and Categorization
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October 24th, 2015
Glossary of Terms
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October 24th, 2015
Guided Learning Paths
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October 24th, 2015
Book Library
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October 24th, 2015
Tips and Tricks
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October 24th, 2015
Spark University
•Results – VERY well received by staff and
management
•Some people are in the habit of checking SparkU
first before calling us
•Our help desk will often create Knowledgebase
entries in Remedy and link to our videos
30SPS Redmond
October 24th, 2015
Spark Connect
Conferences and Hotel Pubs
Because great ideas show up when you’re having fun!
31SPS Redmond
October 24th, 2015
Spark Connect
• “Open Office Hour”
•Lync call-in meeting every two weeks
•25 – 35 people attend
•No agenda, no restrictions… you ask, we help.
When people call us for help, we try to get them to
wait until Spark Connect if we can.
32SPS Redmond
October 24th, 2015
Spark Connect
•Send reminders for every meeting
•Come prepared with a few “pre-canned” topics in
case everyone is in a “listen-only” mode
•We use the Lync chat windows to queue up
questions, but people can speak up too
•The interaction between Sandra and I, as well as
us and the attendees is critical here
•Our “no live demos” motto goes by the wayside
here… and yes, things fail and we screw up!
33SPS Redmond
October 24th, 2015
Spark Connect Page
34SPS Redmond
October 24th, 2015
Because I did do some cool things in Notes!
35SPS Redmond
October 24th, 2015
What is it?
•Tips and tricks for SharePoint, Outlook, and
Office products
•Target publishing twice a week
•Uses the SharePoint blog template, and we
publish via OneNote & Word
•The goal is to provide a tip or trick that someone
can read and try out in a minute or less…
•Currently we have over 500 people signed up to
receive the newsletter
36SPS Redmond
October 24th, 2015
SparkOne Kudos
Great tip!! Thank you!
Love your tips!
37SPS Redmond
October 24th, 2015
Post to Blog from Word
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October 24th, 2015
Build content in OneNote, then “Send to Blog”
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October 24th, 2015
Launches Word and you can set categories and publish
40SPS Redmond
October 24th, 2015
Appearance in SharePoint for the SparkOne blog site.
41SPS Redmond
October 24th, 2015
SharePoint Designer workflow
sends out the tip to everyone on
the SparkOne distribution list
42SPS Redmond
October 24th, 2015
43SPS Redmond
October 24th, 2015
Clean Up
• “Biggest Loser” contest
•Goal was to get people to remove
obsolete and outdated information
and sites
•Fits into our governance plans
•Makes search more relevant (remove clutter)
• Improves migration in 2016
•We plan on running this again at the end of this
year, possibly with a “Hoarders” theme
44SPS Redmond
October 24th, 2015
What’s Next?
• Improve our governance
Definitely…
•Discussion Forum?
Probably not…
•Yammer Groups?
Possibly…
45SPS Redmond
October 24th, 2015
Summing it up…
• Training your customer base is important, but
there’s no “one size fits all”
• It’s possible to put together customer training
that doesn’t require a full-time commitment
• You can also have a lot of fun with it – for Sandra
and I, it’s the excitement and joy of sharing what
we know with others?
What do *you* do for training, or has this
inspired any ideas for your efforts?
46SPS Redmond
October 24th, 2015
Components
• Record Trainings
• News Forum
User Group Meeting
• Use Send to Blog feature
• Includes all MS Office apps
Quick Tips Email
• Drive and remind people
• Completely open, no structure
Open Office Hour
• Glossary, book library, meeting recordings, training videos…
SharePoint Learning Hub
47SPS Redmond
October 24th, 2015
Feel Free to Say Hi!
Thanks for your time!
@duffbert
SharePointDuffbert.com
