ragan sharepoint co

"What's in it for me?" User Adoption & Employee Engagement Strategies for Enterprise Social

Computing Projects(Making SharePoint Sexy)

Prepared for:Ragan SharePoint Conference

October 2012

Jeff Willinger & Caleb Hampton

@jwillie

About Jeff

Director of Social Computing at Rightpoint.Rightpoint is a Gold Certified and Managed Microsoft Partner with a specialization in MOSS 2010, 2013, Collaboration, Social Computing & Networking. SharePoint & mobile.Regular speaker and evangelist on the value of Social Networking, Social Media and Social ComputingTwitter, Facebook and LinkedIn Expert.I am buying YOU a beer or cocktail TODAY(and giving away books! Follow @jwillie and Tweet this: “ Listening to @jwillie rant and rave about SharePoint, social computing and employee engagement #RaganSHRPT”Oct

2012 Drive Employee Engagement

LIKE Jeff

Director of Social Computing at Rightpoint.Rightpoint is a Gold Certified and Managed Microsoft Partner with a specialization in MOSS 2007, Collaboration & Social Networking.Regular speaker and evangelist on the value of Social Networking, Social Media and Social ComputingTwitter, Facebook and LinkedIn Expert.I am buying YOU lunch TODAY! Tweet this: “ Listening to @jwillie rant and rave about SharePoint, social computing and employee engagement #aliee ”Oct

2012 Drive Employee Engagement

6.17.10 Rightpoint Overview

Employee Engagement starts when you are young

Oct 2012 Drive Employee Engagement

Session Objectives

Overview: • Discuss why many enterprise social computing projects

miss the mark due to lack of employee engagement and low end-user adoption. Show what is in the social

sphere and what you can do outside your 4 walls.

Key take-away: • Provide a framework that drives employee

engagement & end-user adoption enabling organizations to realize the full benefit of their enterprise social computing return on investment.

Oct 2012 Drive Employee Engagement

Definition

Social Intranet (sō’shəl) • (ĭn’trə-nĕt’) An intranet that utilizes social technologies to enhance the every day activities and transactions necessary for employees to learn, plan and do their jobs thereby making them more engaged and productive. Increases employee engagement and user adoption if deployed properly(possibly SharePoint 2010).

Oct 2012 Drive Employee Engagement

Intranet Employee EngagementTop 5 Best Practices

Create an Engaging User Experience

Provide Rich Media (Photos/Videos)

EmployeeRecognition

Incorporate Rich Media

Deliver Targeted Content &Enable Personalization

Integrate Social Computing

Oct 2012 Employee Engagement and Intranets

Myths

Some of the Employee Engagement Myths

• Size matters• I’m too busy• It won’t pay off• The business won’t care• Should “corporate” or marketing own this?

Oct 2012 Drive Employee Engagement

Truths Part 1

Your old, standard intranet is one-way communication. A social intranet is two-way communication.

Oct 2012 Drive Employee Engagement

Truths Part 2

Key Learning’s for building engagement:

• Be clear on where you are different and that it’s the right fit. You must be believable and relevant.

• Start somewhere and keep the message simple.• Make it “personal” to create emotional engagement with

the brand.• Provide “new News” to enhance your recruiting and

retention efforts.• It starts with external activities. Awards are noticed by

the Team, Executives, Employees, Suppliers and Community.Oct

2012 Drive Employee Engagement

Driving Employee Engagement

Portal & Collaboration Pitfalls & Best Practices

Oct 2012

1. Don’t bite off more than you can chew.• Do: Think big, but start small.

2. Don’t overcomplicate the user interface.• Do: Keep it simple (KISS).

3. Don’t assume user adoption will happen.• Do: “If you build it, they will come” doesn’t necessarily

work. Ensure (1) business goals, (2) end-user goals and (3) technology goals in completely in sync.

Driving Employee Engagement

Portal & Collaboration Pitfalls & Best Practices

Oct 2012

4. Don’t underestimate the importance of governance and alignment with your culture.• Do: Put a proper governance plan in place day 1 and align

your solution with your culture.5. Don’t “customize” when you can “configure”.

• Do: Leverage out-of-the-box features whenever possible.6. Don’t underestimate the breadth of SharePoint’s capabilities.

• Do: Educate yourself on what is possible with the platform

Introduction to RightpointOct 2012

Employee engagement video

Oct 2012 Drive Employee Engagement

Quick Survey

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Quick Survey

Oct 2012 Drive Employee Engagement

Our Experience

Oct 2012 Drive Employee Engagement

ExcitedAdopters

(33%)

On the Fence(33%)

Not Going to Adopt

(33%)

Our Goal

Oct 2012 Drive Employee Engagement

Not Going to Adopt

(33%)Critical Mass:

ExcitedAdopters

(66%)

Why Do Some Enterprise Social Computing Projects

Miss The Mark?

Top 3 Reasons Why Some Enterprise Social Computing Projects Miss The Mark

1. Stakeholders don’t start with “Why?”.

2. End-users don’t fully understand “What’s in it for me?”

3. The user experience is not as “engaging” and “intuitive” as mainstream social media tools.

Oct 2012 Drive Employee Engagement

A Recipe for Failure

Typical enterprise social computing project:

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Requirements Definition

Design & Configuration Testing Pilot Launch Training &

Deployment

A Framework For Success

How?

A Framework for Success

Oct 2012 Drive Employee Engagement

Why?

What?

A Framework for Success

Why? What? How?

How?

Why?

What?

Oct 2012 Drive Employee Engagement

A Framework for Success

Oct 2012 Drive Employee Engagement

Why?

Why are we doing this?1. Accelerate innovation2. Improve expertise discovery3. Enhance knowledge management

A Framework for Success

Oct 2012 Drive Employee Engagement

What?

What’s in it for me? 1. Communicate how the solution

helps me personally achieve success. 2. Communicate usage best practices

through anecdotes and other methods.3. Identifies the specific behavioral

barriers that will prevent users fromadopting the solution.

‒ Users don't want to be bothered with another system.‒ Are users concerned about having contributions public and uncensored?‒ Do end-users fully understand the benefits?

A Framework for Success

Oct 2012 Drive Employee Engagement

How?

How do we make it effortless?1. Less is more2. Design an effective user experience3. Enable intuitive features

How do we deploy?• What is the ideal pilot?• How do we educate and train end users?• How do we organically manage our community?

About Caleb

Overall great guy, husband and father and he works at New Balance…Manages Digital applications and project teamsProgram management role prior to New Balance, managed Digital projects including intranetsIntranet, Associate Engagement, and SharePoint advocate at New BalanceAlso manages ecommerce platform, teams and initiatives

Oct 2012 Drive Employee Engagement

The Journey at New Balance | NBLink

First launched around 2005; built on FatWire CMSConsensus to rebuild in 2009, but with what technology?

• Selected SharePoint (2007) as Enterprise collaboration / CMS platform • SharePoint was fit for several initiatives• Committed on path of building rich interactive applications as part of this process

For “social” features, did build vs. buy assessment with tools such as Newsgator.

Built custom site using Silverlight and SharePoint; launched in 2010Moved to more out of the box approach with 2010 migrationCurrently looking at next iteration

unEngaged

Oct 2012 Drive Employee Engagement

unEngaged part 1

Oct 2012 Drive Employee Engagement

NBLink (2007 + Silverlight)

NBLink (2007 + Silverlight)

NBLink (2010)

What worked / Didn’t work | NBLink

Some support challenges with custom site in 2007.Underestimated importance of “look and feel” with move to 2010. But out of the box approach has been maintenance-free.Consistently hear that “it’s hard to find things”; intranet I/A is a challenge, no right answer.Have not seen significant use of engagement features. Need more engaging content and more incentive to engage.SharePoint platform overall has been extremely stable. CMS features are good.Justification to invest in intranet is always a challenge. Need executive support; also need to be realistic with overall company priorities.

The Journey at New Balance | iNB

Major R&D initiative going back to 2008Goal was collaboration and interaction within the global R&D team in the

context of the design process• Content repository• Project management tool• Ideation• Fun, social, place to hang out

Implemented as custom Silverlight application, using SharePoint (2007) wherever possible

Oct 2012 Drive Employee Engagement

Oct 2012 Drive Employee Engagement

Oct 2012 Drive Employee Engagement

Oct 2012 Drive Employee Engagement

What worked / Didn’t work | iNB

Partnership between Business and IT on feature set and complexity• Some bells and whistles increase support challenges; need to

compromise on scope A lot of browser and Mac issues with SilverlightA ton of engagement with Idea Palace; but fizzled when ideas went nowhere• Currently thinking about how to make Idea Palace an Enterprise toolFor a project-based application, important that all aspects and members of project are in the applicationFor both projects, finding a good long-term partner was a win!

Employee Engagement

RequirementsFacilitation

PrioritizeRequirements

Create Employee Engagement

Roadmap

Conduct Initial Pilot

Learn,Measure,

Grow

Employee Engagement

Roadmap

Employee Engagement Roadmap: “Think BIG, Start Small”

1 2 3 4 5

Roadmap• Identify metrics• What’s in it for me?• Identify incentives

Pilot• Choose market• Choose use cases• Monitor activity

Rinse & Repeat• Encourage recognition

real-time.• Promote anecdotal successes• Contests to promote participation

Prioritize• Determine Value• Determine Effort

Understand• Align business goals• Facilitate focus groups • Surface requirements

Oct 2012 Drive Employee Engagement

Engagement & Productivity Roadmap “Crawl, Walk, Run”

Oct 2012 Engagement & Productivity

thank you. stay connected: Jeff Willinger 312.622.2300 www.linkedin.com/jeffwillinger www.facebook.com/jeffwillinger www.twitter.com/jwillie www.gplus.com/jeff jwillinger@rightpoint.com Caleb Hampton caleb.hampton@newbalance.com www.linkedin.com/in/champton

Oct

2012 Drive Employee Engagement