p12035 simplifiedtech-uadeck-sharedeck
DESCRIPTION
Michael Sampson's presentation on encouraging user adoption of IBM Connections and other social software tools from STS's luncheon.TRANSCRIPT
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User Adop.on Strategies for CIOs and IT Managers
Michael Sampson
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Agenda—The Four S’s 3 2 1
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Examine the … Situa.on 1
Consider various … Strategies 2
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Look at the … Survey Results 3
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Share some … Experiences
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Where am I coming from?
• Collabora.on Strategist – Author – Workshop Leader – Analyst
• Work with end-‐user organiza.ons • Strategies for Making Collabora5on Work – Culture – Governance – Adop.on
Clients, workshops, and seminars around the world
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Speaker at conferences on making collabora.on work
Book: SharePoint Roadmap
• SharePoint Roadmap for Collabora.on book
• How to do “the business stuff” with SharePoint – Governance – Engagement – User Adop.on – Quick Start
michaelsampson.net/sharepointroadmap.html
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Book: Collabora.on Roadmap
• Collabora.on Roadmap – You’ve Got the Technology—Now What?
• Doing “the business stuff” – Technology – Governance – Engagement
– User Adop.on
michaelsampson.net/collabora.onroadmap.html
Book: User Adop.on Strategies (2nd Ed)
• User adop.on is the #1 challenge with collabora.on tools and approaches – Theory – Framework – Prac.cal Strategies – Developing an Approach
• Due May 2012
michaelsampson.net/useradop.on2.html
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Examine the … Situa.on 1
… some amazing collabora.on tools Vendors have released …
IBM Connec.ons Microsoi SharePoint
Jive
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… ready and able to help Business partners are …
… available to forward-‐thinking firms Significant opportuni.es are …
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Great technology is NOT enough
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Biggest Impediment: Lack of Understanding
• AIIM study, figure 10
AIIM (2009)
90% People, 10% Technology
Business driver (the why) Team culture Interpersonal trust Interdependence Incen.ves Social paoerns
Product Features
www.netage.com
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Avoiding Failure vs. Chasing Success
AVOIDING FAILURE
• Good infrastructure • Responsive applica.ons
CHASING SUCCESS
• Client support and Business acceptance
• Training • Engagement processes
• Branding • Best prac.ces • User manuals • Communi.es of prac.ce
• Customer service
Stephens (2005)
How IT creates business value
Ward & Daniel (2006)
IS/IT conversion process IS/IT use process Compe..ve process
IT management/ conversion process
Appropriate/ inappropriate use
Compe..ve posi.on/ compe..ve dynamics
IS/IT expenditure
IS/IT assets
IS/IT impacts
Organiza.onal performance
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Really Understand the Technology
Outline the Vision
Accept that Technology is a Small Factor in Success
Determine Your Governance Approach
Make Every Effort to Engage the Business Apply Inten.onal Energy to Adop.on
Pursue Increasing Value
Really Understand the Technology
Outline the Vision
Accept that Technology is a Small Factor in Success
Determine Your Governance Approach
Make Every Effort to Engage the Business Apply Inten.onal Energy to Adop.on
Pursue Increasing Value
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Adop.on doesn’t just happen
No adop.on = No value Adop.on strategy = Increasing the odds of value Business case assumes 100% adop.on. Oops.
EXPLORING 1
Poor adop.on is a common issue EXPLORING 2
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“The hard part is getng people to use it in a way which makes them more produc.ve.”
SharePoint
“The hard part is getng people to use it in a way which makes them more produc.ve.”
“There are plenty of examples of failed social soiware projects. Why did they fail? Because they were not embraced by users.”
SharePoint Socialtext
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“The hard part is getng people to use it in a way which makes them more produc.ve.”
“There are plenty of examples of failed social soiware projects. Why did they fail? Because they were not embraced by users.”
“Administrators oien find it difficult to teach business users how new tools can help them in their work. People are busy, and scared.”
SharePoint Socialtext IBM Connec.ons
Adop.on is a process, not an event EXPLORING 3
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Four Stage Model of User Adop.on
STAGE 4 Making It Real
STAGE 3 Enlivening Applicability
STAGE 2 Cul.va.ng
Basic Concepts
STAGE 1 Winning Aoen.on
Stage 1. Winning Aoen.on
They aren’t interested in features and capabili.es
How do we get them interested? What others are doing
STAGE 1 Winning Aoen.on
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Stage 2. Cul.va.ng Basic Concepts
Explain how the new stuff works Train how to use it
Provide grounding, conceptual understanding, and prac.cal experience
STAGE 2 Cul.va.ng
Basic Concepts
STAGE 1 Winning Aoen.on
Stage 3. Enlivening Applicability
Explore reasons and value How could it apply to their work? “me, us, my group and team”
STAGE 3 Enlivening Applicability
STAGE 2 Cul.va.ng
Basic Concepts
STAGE 1 Winning Aoen.on
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Stage 4. Making It Real
Make it real and personally relevant It’s the new “now” way
Don’t shoot yourself in the foot
STAGE 4 Making It Real
STAGE 3 Enlivening Applicability
STAGE 2 Cul.va.ng
Basic Concepts
STAGE 1 Winning Aoen.on
Consider various … Strategies 2
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Stage 1. Winning Aoen.on
They aren’t interested in features and capabili.es
How do we get them interested? What others are doing
STAGE 4 Making It Real
STAGE 3 Enlivening Applicability
STAGE 2 Cul.va.ng
Basic Concepts
STAGE 1 Winning Aoen.on
Exemplar Stories
• How other people in your organiza.on are getng value and benefit
• Real people, real situa.ons … “social proof” • “I want that” • On intranet, in newsleoers
Stage 1. Winning Aoen.on
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Real-‐to-‐Life Scenarios
• Narra.ve 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 possibili.es embedded in their reality
• E.g., Seamless Teamwork – Team project scenario with SharePoint (end-‐to-‐end)
Stage 1. Winning Aoen.on
Senior Execu.ve Support
• Senior execu.ves as involved as others – E.g., Senior Execu.ve Mee.ngs
– Execu.ve Modeling
• Provides environmental context – Helpful, but insufficient to drive change
Stage 1. Winning Aoen.on
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Stage 2. Cul.va.ng Basic Concepts
Explain how the new stuff works Train how to use it
Provide grounding, conceptual understanding, and prac.cal experience
STAGE 4 Making It Real
STAGE 3 Enlivening Applicability
STAGE 2 Cul.va.ng
Basic Concepts
STAGE 1 Winning Aoen.on
Classroom Training
• Teach the “what” of IBM Connec.ons (or other collabora.on tool) – Various design considera.ons – Good for dense concentra.ons of people – Hands-‐on = beoer learning
Stage 2. Cul.va.ng Basic Concepts
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Web-‐Based Training
• Live webinars, Recorded webinars, or E-‐learning courseware – Wide geographical coverage without travel – Self-‐paced instruc.on – Ease of upda.ng with new material
Stage 2. Cul.va.ng 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 instruc.on – Could include social engagement opportuni.es
Stage 2. Cul.va.ng Basic Concepts
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Stage 3. Enlivening Applicability
Explore reasons and value How could it apply to their work? “me, us, my group and team”
STAGE 4 Making It Real
STAGE 3 Enlivening Applicability
STAGE 2 Cul.va.ng
Basic Concepts
STAGE 1 Winning Aoen.on
Facilitated Group Re-‐Imagining
• What are the ac.vi.es the group does today? – These are underpinned by assump.ons about technology capability sets
– BUT … these have changed – So what now? – How can we re-‐imagine work?
Stage 3. Enlivening Applicability
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Sandbox for Experimenta.on
• A place to play and try things out – Less about “doing business” – More about “what could this do for me or us?”
Stage 3. Enlivening Applicability
Easy First Steps
• Help them to accomplish the first things – Setng their profile
– Uploading a picture – Crea.ng subscrip.ons – Looking at the various places – Subscribing to a relevant community
• Changes it: – from “a system out there” – to “something I am involved with”
Stage 3. Enlivening Applicability
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One-‐to-‐One Coaching
• Observa.onal learning about current work prac.ce
• In-‐situ recommenda.ons or ideas: – “Did you know you could …” – “Have you tried doing it this way …” – “Why are you clicking into there?”
• Also called “Over-‐the-‐shoulder watching”
Stage 3. Enlivening Applicability
Stage 4. Making It Real
Make it real and personally relevant It’s the new “now” way
Don’t shoot yourself in the foot
STAGE 4 Making It Real
STAGE 3 Enlivening Applicability
STAGE 2 Cul.va.ng
Basic Concepts
STAGE 1 Winning Aoen.on
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Stop Doing, Start Doing Paoerns
• A mini-‐ac.vity or set of sequences for a group – Frequently repeated, well embedded
– A way of encapsula.ng the transi.on from the old to the new • Document reviews • Discussions • Finding exper.se
– Accountability lever
Stage 4. Making It Real
Internal User Group
• Internal group made up of suppor.ve individuals – Focus is on doing work beoer with the new stuff – Discussions, Asking ques.ons, Finding exper.se, Moaning together
Stage 4. Making It Real
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Zero Other Op.ons
• Treat the new system as the place of work – Post the mee.ng notes
– Upload the latest document version – Keep team member details – “We do work in here”
• Don’t make excep.ons for people
Stage 4. Making It Real
Look at the … Survey Results 3
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186
59
Total Respondents
IBM Connec.ons
100
500
1000
5000
10000
10000
Less than
101 to
501 to
1001 to
5001 to
Over
15.3%
8.5%
8.5%
15.5%
5.1%
47.5%
IBM Connec5ons respondents
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IBM Connec.ons (59)
Use
IBM Connec.ons (59)
1
Use
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IBM Connec.ons (59)
1 2
Use
IBM Connec.ons (59)
1 2 3
Use
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IBM Connec.ons (59)
4
1 2 3
Use
Use
IBM Connec.ons (59)
5
4
1 2 3
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STAGE 4 Making It Real
STAGE 3 Enlivening Applicability
STAGE 2 Cul.va.ng
Basic Concepts
STAGE 1 Winning Aoen.on
Execu.ve Sponsorship
Internal User Group
Embedded Champion
One-‐to-‐One Coaching
Web-‐Based Training
IBM Connec.ons—Use of the Strategies Easy First Steps
IBM Connec.ons (59)
Effec.veness
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IBM Connec.ons (59)
1
Effec.veness
IBM Connec.ons (59)
1 2 Effec.veness
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IBM Connec.ons (59)
1 2
3 Effec.veness
IBM Connec.ons (59)
4 1 2
3 Effec.veness
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IBM Connec.ons (59)
5
4 1 2
3 Effec.veness
IBM Connec.ons (59)
5
4 1 2
3
6
Effec.veness
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STAGE 4 Making It Real
STAGE 3 Enlivening Applicability
STAGE 2 Cul.va.ng
Basic Concepts
STAGE 1 Winning Aoen.on
Execu.ve Sponsorship
Stop Doing, Start Doing PaSerns
Embedded Champion
One-‐to-‐One Coaching
IBM Connec.ons—Effec.veness Easy First Steps
Real-‐to-‐Life Scenarios
Execu.ve Sponsorship
Embedded Champion
Easy First Steps
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Execu.ve Sponsorship
Real-‐to-‐Life Scenarios
Embedded Champion
One-‐to-‐One Coaching
Easy First Steps Stop Doing, Start Doing Paoerns
186
105
Total Respondents
Microsoi SharePoint
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SharePoint Respondents (105)
Employees
SharePoint Respondents (105)
Use
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SharePoint Respondents (105)
1
Use
SharePoint Respondents (105)
1
2
Use
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SharePoint Respondents (105)
1
2 3=
3= 3=
Use
STAGE 4 Making It Real
STAGE 3 Enlivening Applicability
STAGE 2 Cul.va.ng
Basic Concepts
STAGE 1 Winning Aoen.on
Execu.ve Sponsorship
Embedded Champion
Pages on the Intranet
SharePoint—Use of the Strategies
Classroom Training
Web-‐Based Training
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SharePoint Respondents (105)
Effec.veness
SharePoint Respondents (105)
1
Effec.veness
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SharePoint Respondents (105)
1
2
Effec.veness
SharePoint Respondents (105)
1
2 3
Effec.veness
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SharePoint Respondents (105)
4
1
2 3
Effec.veness
SharePoint Respondents (105)
5
4
1
2 3
Effec.veness
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SharePoint Respondents (105)
5
4
1
2 3
6
Effec.veness
STAGE 4 Making It Real
STAGE 3 Enlivening Applicability
STAGE 2 Cul.va.ng
Basic Concepts
STAGE 1 Winning Aoen.on
Execu.ve Sponsorship
Internal User Group
Embedded Champion
One-‐to-‐One Coaching
SharePoint—Effec.veness Easy First Steps
Real-‐to-‐Life Scenarios
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Execu.ve Sponsorship
Embedded Champion
Execu.ve Sponsorship
Easy First Steps Embedded Champion
One-‐to-‐One Coaching
Real-‐to-‐Life Scenarios
Internal User Group
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Share some … Experiences 4
The Retail Firm CASE 1
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Home improvement company
250,000 employees 1750 stores in US, Mexico, and Canada
(2010) US$50 Billion Revenue
Aim: improve processes
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Aim: to bring people together
E.g., 2-‐3 kitchen specialists—different stores, different shiis
Early Adop.on Work (mid-‐2010)
Execu.ve Sponsorship
Real-‐to-‐Life Scenarios
STAGE 1 Winning Aoen.on
STAGE 4 Making It Real
STAGE 3 Enlivening Applicability
STAGE 2 Cul.va.ng
Basic Concepts
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“… viral adop.on did not work”
People need a level of competence to see possibili.es for viral adop.on to work
Early Adop.on Work (late-‐2010)
Execu.ve Sponsorship Sign-‐off to Proceed
Community Managers Embedded Champions
STAGE 1 Winning Aoen.on
STAGE 4 Making It Real
STAGE 3 Enlivening Applicability
STAGE 2 Cul.va.ng
Basic Concepts
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Adop.on Work (mid-‐2011)
Exemplar Stories The case of the Teflon Paint Tray =$1 million addi.onal revenue
Community Managers Embedded Champions
STAGE 1 Winning Aoen.on
STAGE 4 Making It Real
STAGE 3 Enlivening Applicability
STAGE 2 Cul.va.ng
Basic Concepts
The Research Firm CASE 2
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A division of Bayer AG (pharma)
BMS—15,000 employees at 30 loca.ons Bayer Group had switched from IBM to Microsoi
(late 2009) BMS piloted IBM Connec.ons (Sep 2011) Bayer Group selects Connec.ons
Aim—research collabora.on
Discover opportuni.es/exper.se across loca.ons E.g., similar research
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Driver—the research scien.sts wanted it
Adop.on Plan (2011-‐2012)
Execu.ve Sponsorship CIO as ac.ve blogger
One-‐hour training as part of new workplace
Facilitated Workshops
Embedded Champions
Part of Standard Opera.ng Environment
Central Support Organiza.on
STAGE 1 Winning Aoen.on
STAGE 4 Making It Real
STAGE 3 Enlivening Applicability
STAGE 2 Cul.va.ng
Basic Concepts
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The University 3 CASE
Driver—giied the technology from the vendor
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Real-‐to-‐Life Scenarios
STAGE 1 Winning Aoen.on
STAGE 4 Making It Real
STAGE 3 Enlivening Applicability
STAGE 2 Cul.va.ng
Basic Concepts
Adop.on Strategy
Execu.ve Support (some)
“Build It And They Will Come”
Failure
Academics not interested Not posi.oned in a way that made sense vs. LMS
IT staff lei the university. Ini.a.ve faltered.
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The Bank 4 CASE
“... a friendly human face to help them navigate the tools.”
One-‐on-‐one training Facilitated team learning sessions
Answering their ques.ons
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“Excellent adop.on” “Much success”
In … Summary 5
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The vendors have done their part SUMMARY 1
Success at your firm is up to you
The ROADMAP approach
SUMMARY 2
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What are you doing about adop.on? SUMMARY 3
Michael Sampson @collabguy michaelsampson.net