bringing the users withyou
TRANSCRIPT
Bringing the Users With You – Adoption and Engagement
Presented by:Robert Bogue
(317) [email protected]
http://www.SharePointShepherd.com
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Owner, Thor Projects LLC
Robert Bogue• 12 Time Microsoft MVP
• Author of 25 books
• Editor of over 100 more books
• Architect• Developer• IT Professional• End User Advocate• Project Manager
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The SharePoint Shepherd’s Guide for End Users• Since 2008
• 116 Tasks – 181 tasks
• Available Forms• Book• Corporate Licenses
available for deployment to your intranet
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The Psychology of Adoption and Engagement
• DVD format
• 2 hours and 21 minutes of content
• It’s the “thinking” about adoption (and engagement)
• Cost $299.99 from http://www.SharePoint Shepherd.com
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Agenda
• Old Problems
• How to Think about Engagement
• Nine Keys to Intranet Success
• How to Create Change
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Old Problems
• Lotus Notes doesn’t CAUSE collaboration – it ENABLES it
• Technology isn’t the solution – you still have to engage people
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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
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Executive Engagement
1. It’s not about technology
2. Find a real, tangible, and urgent business problem, and then talk about it.
3. Propose a solution, or, at the very least, a partial solution.
4. Do your part
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The Power of Focus
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Nine Keys to Intranet Success• Activities Missed
• Shared Vision• Business Connection• Planning Measurements• Evangelization
• Culture Change• Honest Evaluation• Reframing Relationships• Platitudes
• Simple Things• Right Defaults• Imperfect Solutions
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Shared Vision
• Users (Personas)• Use Cases (Actions)• Visual Design
• Wireframe• Mockup• Prototypes
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Business Connection
• ROI – Return on Investment• Long term success =
business impact• The Intranet should have a
real, tangible, lasting impact on the business
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ROI High Finance
• Example:• You buy a car for twice the
cost but it has better gas mileage, is it a better deal?
• IRR – Internal Rate of Return
• NPV – Net Present Value• DCF – Discounted Cash
Flow
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ROI Core Values
• Identify Business Problems• Identify Solutions• Calculate Benefits of
Solutions• Calculate Costs of Solutions• Benefits > Costs = Value
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Planning Measurement• IT Service Delivery
• Uptime• Performance
• IT Activity• # of page views• # of visits
• Business• Reduce proposal response time by
1 day within 30 days• Improve customer satisfaction by 1
point in 90 days• Increase sales win rate by 5% in
the next 90 days
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Evangelization
• Projects don’t end when the service is online – or 30 days afterwards
• Plan for an initial push including marketing and training
• Establish a sustaining plan to revisit adoption periodically
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Honest Evaluation
• There are things that every organization doesn’t do well
• Requirements gathering• Infrastructure
implementation• Information architecture• Performance/scalability
testing• Software development• Project management
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Reframe Your Relationship
• Do you speak of “them”?• Are customers, users, or
clients the problem – or the opportunity?
• Do you take orders or find solutions – together?
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Platitudes
• Platitude - a flat, dull, or trite remark, especially one uttered as if it were fresh or profound. (Dictionary.com)
• Also known as the corporate mission statement
• You can not express the real goal as a platitude
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Right Defaults
• Behavior is a function of the person and the environment [B=f(P, E)-Kurt Lewin]
• Establish the default behavior and people will follow (mindlessly)
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Imperfect Solutions
• Perfect solutions are too expensive and time consuming
• Strive for good enough
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Emotional-Rational-Environment
• The Model• Elephant – Emotional
powerhouse• Rider – Rational control• Path –Environment and
habits
• Implications• The rider has the illusion of
control• The path has strong
influence
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Creating Change
• Models of Change• Stages of Change• Kurt Lewin (Freezing)• John Kotter’s 8 steps
• Motivation• Autonomy• Mastery• Purpose
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Stages of Change
• Pre-Contemplation (not open)
• Contemplation (open)• Preparation (ready)• Action (changing)• Maintenance (reinforcing)
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Kurt Lewin
• Change as a Process• Unfreezing• Change and Transition• Freezing
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John Kotter’s 8 Steps
• Create urgency
• Form a powerful coalition
• Create a vision for change
• Communicate the vision
• Remove obstacles
• Create short-term wins
• Build on the change
• Anchor the changes in corporate culture
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Motivation 3.0• 1.0: Biology• 2.0: Rewards and
punishments• Carrots and sticks
• 3.0: Intrinsic• Autonomy• Mastery• Purpose
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Maslow’s Hierarchy of Needs
breathing, food, water, sex, sleep, homeostasis, excretionPhysiological
security of body, of employment, of resources,of morality, of the family, of health, of propertySafety
friendship, family, sexual intimacyLove/Belonging
self-esteem,confidence, achievement,
respect of others, respect by othersEsteem
morality,creativity,
spontaneity,problem solving,lack of prejudice,
acceptance of factsSelf-actualization
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Fredrick Herzberg – One More Time: How Do Motivate Employees? (HBR)
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Autonomy
• Self-Directed• Defining the DESTINATION
= Ok• Defining the ROUTE to the
DESTINATION = Not OK
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Mastery
• Impossible goal• Ability to work towards
being good at something
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Higher Purpose
• Does what I’m doing matter?
• … to my development• … to my career• … to my family• … to my world
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Installations-Risks Grid
Type of Installation
Type of Risk Internet Extranet Intranet Doc Management Project Management
Collaboration Mini-App
App
Bad Expectations
Poor Terms Definition
Poor Understanding
No Compelling Reason
No Value Proposition
Tools Syndrome
No Launch
Poor Adoption
Politics
Culture
* This grid is circa 2006.
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Relative Advantage
Observability
Trialability Complexity
Compatibility
Adoption
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Radio - Motivation
• What is in it for me? (WIII FM)
• Describing the benefits to individual users
• Difficult to find individual, palpable meaning for individuals
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Measuring Success
• Lagging = Results• Leading = Process Metric
• Should reliably lead to results
• Should be controllable
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Leading vs. Lagging
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To the Victor Go the Spoils
• The more you win…• … the more resources
you’re given …• … to reinvest and make a
better competitor
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Tips for Getting Users in the Intranet
• Communicate via Email links in SharePoint
• Make file shares read only• Set web browser home page
to Intranet• Make critical processes
Intranet only• Expense reporting• Vacation requests• Vendor payment
