Upload
central-desktop
View
5.292
Download
1
Tags:
Embed Size (px)
DESCRIPTION
Learn how to make stronger, more effective decisions about your User Adoption strategy in this webinar presented by Michael Sampson, renowned Collaboration Strategist.
Citation preview
User Adoption StrategiesThe Central Desktop Approach
Michael Sampsonwww.michaelsampson.net
Who is Michael Sampson?
• Collaboration Strategist– Author– Consultant– Workshop Leader
• Serve end-user organizations– NOT the vendors
• Improving the performance of distributed teams
Where Are We Going Today?
• Setting the Stage• A Framework for User Adoption• Strategies for User Adoption• How Others Are Doing It– Case Studies– Survey Findings
• Endnotes & Resources
Setting the Stage54321
It’s easy to deploy new tools.
A Web browser dash.
A credit card flash.
And you’re done.
Challenge ... Getting people to use the new collaboration tool
This isn’t just aCentral Desktop issue
SharePoint customers face it.IBM Lotus customers face it.Every organization faces it.
You need a (great) answer to the question …
“How is this going to improve my work and life?”
I’m busy. I have a lot on my plate.Why should I give you the time of day?Why should I care?Is there substance here?
Assumption1 You have worked out the “global why” of Central Desktop
Business driversTeam drivers
Assumption2 You have translated “the global why” into a “personal why”
MeaningfulPersonally relevant
A Framework for User Adoption54321
MakingIt Real
Four Stage Model of User Adoption
EnliveningApplicability
CultivatingBasic Concepts
WinningAttention
Stage 1. Winning Attention
• They aren’t interested in features and capabilities
• How do we get them interested?• What others are doing
WinningAttention
Stage 2. Cultivating Basic Concepts
• Explain how the new stuff works• Train how to use it• Provide grounding, conceptual
understanding, and practical experience
CultivatingBasic Concepts
Stage 3. Enlivening Applicability
• Explore reasons and value• How could it apply to their work?• “me, us, my group and team”Enlivening
Applicability
MakingIt Real
Stage 4. Making It Real
• Make it real and personally relevant
• It’s the new “now” way• Don’t shoot yourself in the foot
Strategies for User Adoption54321
Stage 1. Winning Attention
• They aren’t interested in features and capabilities
• How do we get them interested?• What others are doing
WinningAttention
Exemplar Stories
• How other people in your organization are getting value and benefit
• Real people, real situations … “social proof”• “I want that”• On intranet, in newsletters
WinningAttention
Real-to-Life Scenarios
• Narrative scenarios about how a group works– “A day in the life of customer services”– “A project in the day of a research team”
• Shows the possibilities embedded in their reality
WinningAttention
Senior Executive Support
• Senior executives as involved as others– E.g., Senior Executive workspace
• Provides environmental context– Level 1. “This is important” (talk)– Level 2. “I am doing this” (action)
WinningAttention
Stage 2. Cultivating Basic Concepts
• Explain how the new stuff works• Train how to use it• Provide grounding, conceptual
understanding, and practical experience
CultivatingBasic Concepts
Classroom Training
• Teach the “what” of Central Desktop– Various design considerations– Good for dense concentrations of people– Hands-on = better learning
Cultivating Basic Concepts
Web-Based Training
• Live webinars, Recorded webinars, E-learning courseware– Wide geographical coverage without travel– Self-paced instruction– Ease of updating with new material
Cultivating Basic Concepts
Pages on the Intranet
• Help pages on the Intranet– Usually text heavy, can include screen recordings– Can be VERY boring, and LACK context– Self-paced instruction– Could include social engagement opportunities
Cultivating Basic Concepts
Stage 3. Enlivening Applicability
• Explore reasons and value• How could it apply to their work?• “me, us, my group and team”Enlivening
Applicability
Facilitated Group Re-Imagining
• What are the activities the group does today?– These are underpinned by assumptions about
technology capability sets– BUT … these have changed– So what now?– How can we re-imagine work?
EnliveningApplicability
Sandbox for Experimentation
• A place to play and try things out– Less about “doing business”– More about “what could this do for me or us?”
• See Six Steps to Collaboration Success– www.centraldesktop.com/whitepapers?w=six_steps
EnliveningApplicability
Easy First Steps
• Help them to accomplish the first things– Setting their profile– Uploading a picture– Creating subscriptions– Looking at the various places
• Changes it:– from “a system out there” – to “something I am involved with” Enlivening
Applicability
Over the Shoulder Watching
• Observational learning about current work practice
• In-situ recommendations or ideas:– “Did you know you could …”– “Have you tried doing it this way …”– “Why are you clicking into there?”
EnliveningApplicability
MakingIt Real
Stage 4. Making It Real
• Make it real and personally relevant
• It’s the new “now” way• Don’t shoot yourself in the foot
Stop Doing, Start Doing Patterns
• A mini-activity or set of sequences for a group– Frequently repeated, well embedded– A way of encapsulating the transition from the old
to the new• Document reviews• Discussions• Finding expertise
– Accountability leverMakingIt Real
Internal User Group
• Internal group made up of supportive individuals– Focus is on doing work better with the new stuff– Discussions, Asking questions, Finding expertise,
Moaning together
MakingIt Real
Zero Other Options
• Treat the Central Desktop as the place of work– Post the meeting notes– Upload the latest document version– Keep team member details– “We do work in here”
• Don’t make exceptions for people
MakingIt Real
How Others Are Doing It54321
Case Study: Publishing (Global)
• First educate, then allow usage togrow organically
• Dedicated Central Desktop IT training staff• Established training process– In-person and web meeting training– Handouts with usage tips
• Help Desk manages approval process for setting up workspaces
Case Study: Real Estate (USA)
• Made the process approachable– Gave Central Desktop an identity – “Cee Dee”– Introduced to staff in small doses
• Set up workspace with Central Desktopreference guides
• Proactively sent periodic emails with usage tips
Case Study: Marketing Firm (USA)
• Executive-level support• New employees are shown immediately how
to use Central Desktop• Created own help videos– Screen video capture program– 5-10 use case specific videos– E.g. “How to pull an old contract”
Survey on User Adoption
• Web-based survey– January 2010 to March 2010
• Recruitment of respondents through multiple channels– Twitter, Blog posts, Weekly newsletter– Blog posts via others (Central Desktop, Microsoft)
• Over 400 respondents (>200 Central Desktop)
Findings from a Recent Survey:Central Desktop Respondents
Central Desktop Slide: Org Size
Central Desktop Respondents Only
Central Desktop Respondents Only
Central Desktop Respondents Only
Zero Other Options
“It’s where we work”“Go find it there”
“Taking away alternatives”
Make It Real
“Examples using our work”“Actual tasks and projects”
“Using the tool for our projects”
People with Influence
Executives using itThe internal champion
Endnotes and Resources54321
The most common user adoption strategies …
Pages on the IntranetClassroom TrainingWeb-based Training
… are not the most effective user adoption strategies.
Over-the-Shoulder WatchingExecutive Support / Sponsorship
Real-to-Life ScenariosZero Other Options
and …
The strategies that are most effective for user adoption...
Over-the-Shoulder WatchingExecutive Support / Sponsorship
Real-to-Life ScenariosZero Other Options
… require that you also do the most common user adoption strategies
Pages on the IntranetClassroom TrainingWeb-based Training
Resource: User Adoption Report
• Survey findings– 206 CD respondents– Key strategies
• 20 pages• Available immediately
www.michaelsampson.net/cd.html
Resource: User Adoption Book
• My new book– The User Adoption Model– How to use each strategy
• 268 pages• Available NEXT WEEK!
www.useradoptionstrategies.com
www.michaelsampson.net/may26.html
Two very special offers!For 48 hours only
Questions & Answerswww.michaelsampson.net/may26.html