While Office 365 continues to grow at a rapid rate, adoption can be slow and difficult without a strategy in place. This presentation covers a number of different topics that all have an impact on end user adoption and engagement. This presentation shares: a "go to market" strategy for a successful Office 365 deployment; productivity features that will enhance adoption; strategies for keeping end users engaged; how to track usage and activity so you can measure your success; and touches on many of the productivity features (Groups, Delve, Yammer, co-editing, etc). The primary focus, however, is on the management/ongoing educational aspects of a successful deployment.
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Proven Strategies for increasing Adoption and Engagement
1. Proven Strategies for Increasing
Adoption and Engagement
Christian Buckley
Founder & CEO of CollabTalk LLC
Office Server and Services MVP
2. Christian Buckley
Founder of CollabTalk LLC
Office Servers and Services MVP
cbuck@collabtalk.com
www.buckleyplanet.com
@buckleyplanet
3. CollabTalk.com
CollabTalk is an independent research and technical marketing
services company. We focus on key tools and trends in the enterprise
collaboration, social, and business intelligence ecosystem, allowing
you to stay on top of these changes -- and ahead of the game.
Our latest research project:
The State of Hybrid SharePoint
http://hybrid-sp.collabtalk.com/
4. What are we talking about today?
1. Focusing on the right features to enhance adoption
2. Recognizing that adoption and engagement are not,
ultimately, a technical problem
3. Developing a "go to market" strategy for adoption
4. Refining your training and adoption strategies to keep
your end users engaged
5. Tracking usage and activity to measure your success
6. Having the right feedback loops in place to ensure you
can keep up with evolving business needs
5. When you release a new feature or
tool, what tends to be the first thing
you hear from your end users?
12. To simplify the interface into SharePoint
To better align end user activities with
the needs of the business
To better streamline business processes
To get more out of SharePoint
Why focus on Productivity?
15. Microsoft is adding features,
but relying on OOTB without a
strategy can be an uphill battle.
15
16.
17. In The Social Organization by
Bradley and McDonald (Gartner),
the authors talk about the components
of successful collaboration:
Community
Social
Purpose
22. Why do end users go astray?
Too complex
Too simplistic
Lack of control
Inability to collaborate with the people/content required
Lack of mobility options
31. Start page My profile
Discover
Follow-
up
Recover
Other’s profile
Discover
Common pattern in social network interfaces
Images used with permission from http://Beezy.net
32. Start page My profile
Discover
Follow-up
Other’s profile
Discover
Recover Discover
Discover
Example: Twitter
Images used with permission from http://Beezy.net
33. Start page My profile
Discover
Follow-up
Other’s profile
Recover
Discover
Discover
Discover
Example: LinkedIn
Images used with permission from http://Beezy.net
34. Start page My profile
Discover
Follow-up
Other’s profile
Recover
Discover
Example: Facebook
Images used with permission from http://Beezy.net
35. Start page My profile
Discover
Follow-up
Other’s profile
Recover
Discover
Example: Google+
Images used with permission from http://Beezy.net
36. Start page My profile Employee profile
Follow-up RecoverDiscover Discover
Find the patterns, keep it simple
Images used with permission from http://Beezy.net
37. Users want to focus on
“the stuff they care about”
but it is important to
provide them with
discovery opportunities.
41. Identify how
people are
sharing and
consuming
information
Provide a blend
of known and
“discovered”
content and
features
Iterate on your page layouts
Images used with permission from http://Beezy.net
46. WWW.COLLAB365.EVENTS
No. In fact,
they want to:
• access key systems from
anywhere in the world
• complete forms and
initiate workflows
• using any device
• while taking a selfie
47. Developing a Go-to-Market Strategy
What do I mean by GTM?
Why treat it like a product?
To cover your bases
To be more prepared
To mitigate the risks
Too many orgs just lob tech over the wall without truly understanding
the impacts of what they are unleashing
The point is to have a plan
48. Make the User Experience a Priority
Users
Consistent
Experience
Fast Access
Available
Anywhere
Scalable
How involved were end users
in the design and deployment
of your current system?
Involved at every step
Provided detailed input
Somewhat involved
Rarely involved
Were handed completed system
with zero input
54. How many are actively monitoring and measuring usage analytics of
SharePoint and/or Office 365 today?
How many think you have a good idea of the ROI of your existing tools
and systems, including SharePoint and/or Office 365?
55. Benefits of tracking usage
Prove out basic adoption of new features
Help identify shortfalls in the design
Indicate how searches are being used
Whether search is effective, where it should be optimized
Track basic historical patterns in usage, such as the number of visits,
time on site, and unique users
Simple usage trends, determine times of high and low activity
56. New Office 365 reporting dashboards
With both the in-product
Office 365 usage reports and
the Office 365 content pack
for Power BI, you have more
tools to monitor how your
users are leveraging the
service and how you can
maximize the ROI.
57. “Measuring ROI” is a really broad topic
What are you measuring?
What then needs to be monitored?
You can look at usage metrics, but is that truly the right
measurement of your ROI?
60. How can I apply this?
Step 1-Collect data: Start with collecting actual
document and solution usage and metadata from
end users.
Step 2-Analyze data: Identify the business-critical
documents and add-ins that need to be ready on the
first day of your deployment.
Step 3-Start a pilot deployment, focusing on the
most critical solutions: Focus on testing documents
and add-ins that are necessary to run the business.
Proactively monitor how the business-critical
documents and add-ins are behaving when they are
tested. Quickly figure out resolutions to issues.
Step 4-Deploy and continue monitoring your
solutions: Deploy the new solutions, and look for
cases of errors or poor performance to be addressed.
61. Measuring Adoption and Engagement
Focus your innovation on where you’ll drive the most benefit
REALITY: measuring can be really powerful, but difficult
Pilot first, rinse, repeat
Focus on very specific metrics, expand from there
Focus on a key workload – like reducing product delivery time
Map out the key business activities
Identify measurable activities
Create a baseline measurement
Pilot the activity first
Monitor and iterate
65. Focus on Key Business Problems
Many collaboration efforts fail because key users decide to “play
with the tools” rather than take the planning process seriously.
The lack of goals and purpose quickly leads to low levels of
engagement and superficial usage. Without clear goals and engaged
users, you’ll never gain a clear assessment of the end results.
Take it seriously. You will be using other people’s time to make
your decisions on how to move forward. Make good use of their
time – and yours.
67. If you haven’t defined the
end result, how do you know
when you’ve reached it?
68. Where to begin…
Start with a user-centric plan
Identify opportunities to build small pilots
Involve your end users early, and often
Map out your key workloads, and understand what you’re
building before you start building
69. Mapping your key workloads
Find the critical moments of engagement
Engage your leaders and influencers
Develop a balanced approach (quantitative and qualitative)
Come back to the case (measure)
• Measuring the Value of Enterprise Social Technologies: It’s All About That Case! by Susan Hanley
70. HOW you measure depends on
WHERE you measure
• SharePoint
• Office 365
• Internal social collaboration tools
• External tools
71. Don’t over analyze
Some teams take their pilots “so seriously” that they are unable to make a
decision for a real rollout.
When it comes time to deploy enterprise collaboration solutions, over-thinking
your pilot process can be also extremely damaging.
Collaboration solutions go along with changes in the way people work, so you
should always leave room for unpredictable behavior.
Set specific timeframes for feedback and target metrics – and stick to the plan.
There will be some negative feedback from those who prefer the data to action,
but the majority will appreciate well-defined timelines.
Remember, at some point you need to move forward.
73. Step 1: Break down the communication silos
Form some kind of a governance body, giving you the change
management infrastructure needed to take action
It is NOT about the governance body you form
It is NOT about the methodology you use
It IS about starting a dialog
The goal is to provide transparency for the various business teams and
stakeholders, as well as the technical teams delivering solutions
Cross-team participation is essential
74.
75. Step 2: Develop a shared understanding
Every SharePoint deployment begins as a business analyst activity
You need to begin with a clear picture of what you are trying to
achieve – before you attempt to achieve it
Don’t jump to solutions until you can agree on what is to be solved
Prioritization can be hard, but do it anyway
Leverage data from your system
How are people using the system today?
How are they leveraging alternate technologies and systems today?
What is the request backlog?
76. Step 3: Wash, rinse, repeat (Iterate!)
Need to establish core reporting, so you can monitor usage patterns
What the data shows you today will change your priorities for
tomorrow
Develop dashboards for your leadership, but be prepared to change
based on what you see
As you iterate and refine based on what you learn, there will be less
change – and more innovation
Change = course correction, adaptation, refining what you know
Innovation = leveraging what you know to do something new that pushes the
business forward
78. In my personal experience, what works is:
Focusing on specific business problems – and clear outcomes.
Making governance and change management the priority.
Testing various solutions to better understand how they will help or
hinder your collaboration culture.
Looking at your systems holistically, understanding both company-
wide and line of business needs – and the gaps between them.
Regularly iterating on your strategy.
Focusing on organic growth through pilots as the most sustainable
model for successful enterprise collaboration.
We'll touch on many of the productivity features (Groups, Delve, Yammer, co-editing, etc) but the focus of the session will equally cover the management/ongoing educational aspects of a successful deployment.
But where does productivity begin?
the global navigationprovides quick access to all three basic needs levels
the global navigationprovides quick access to all three basic needs levels
Lets look at driving usability:
The 4 areas
Consistent, friendly user UI.. What are the most popular apps? Outlook.. Windows Explorer
It needs to be fast
I need access anywhere
It needs to be smart and scale
Microsoft - familiar user interface, familiar behaviours and port from PST to SP
Donahue Schriber - real estate investment firm - store documents locally on tablets control from a central area but a really easy to use interface.
Share story of support personnel, the person who cherry picked easy problems to solve and completed many versus person who took few, but the ugliest problems. What is your measurement?
Salespeople who are measured on number of calls made, versus quality of conversations. Is one better than the other? A lot depends on what you’re selling. Transactional, more calls means more customers through the pipeline. The more the sale is about relationship and trust, the more you want to focus on the quality of your connections.
Monitoring engagement is not easy and I will look at a really good specific case study shortly in this area but believe that the reason you want to do this is because of the following
Don't want to loose your job… in that you can report that you have built a system that people are using
By monitoring engagement you can learn from areas of the business doing great
Share ideas to other business groups
Lastly I have reduce risk up there and it's because reporting back on whats happeneing with content has real value. NothPower
Engineers on sites
SOW statement of works, and safety manuals - need to be the latest
Colligo can monitor the actions users take on the devices to prove actions have happened
Document read on how to change a semi-conductor but personel injured. Organizations may be less liable in this situation.
How similar this effort is to portfolio management
Your collaboration efforts will fail if you do not align your technology with your culture, period.
Pilot, rinse, repeat.
Talk to your end users regularly
Internal user groups
One-on-one sessions
Friday brown bags, lunch-and-learns
Locate your evangelists and support them
Make your technology decisions transparent
Not that you need to have a perfect understanding of where you’re going, but to measure success you need three things: an end goal, a baseline of where you are today, and a plan to track progress along the way. Without these basics, it’s a lot of unnecessary pressure not just on your end users (who are not mind readers, and just want to get their work done) and also on the IT team – who historically get blamed for every bad technology decision the business makes, even if they were against the latest fad tool in the first place (yes, I have first-hand experience here, and yes, I am still bitter).
How do you build a healthy, engaged and aligned culture? And what are the benefits of the entire organization participating in social?