Do you struggle to get users to use your environment? Learn tricks to increase engagement -- and learn how engagement differs from adoption

1. Increasing SharePoint
Engagement
Robert Bogue
(317) 572-5310
Shepherd@SharePointShepherd.com
http://www.SharePointShepherd.com

2. Who am I?
• 10 Time Microsoft MVP
• Author of 22 books
• Editor of over 100 more
books
• Architect
– Developer
– IT Professional
– End User Advocate
– Project Manager

3. The SharePoint Shepherd’s Guide for
End Users: 2013
• Available in a
corporate/electronic
version today – and
book version soon!
• 121 Tasks

4. 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

5. Agenda
• How to Think about
Engagement and
Adoption
• Emotions
• Organizational Change
• Nine Keys to SharePoint
Success
• Getting the Juices
Flowing (Examples)

6. 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

7. Executive Engagement
1. It’s not about SharePoint
and 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

8. The Power of Focus

9. The Adoption Problem
• We assume that
adoption is an easy
problem – it’s not.
• Consider:
– VHS vs. Beta tapes
– HD DVD vs. Blu-ray
– Gasoline vs. Electric
Vehicles

10. Adoption
Relative
advantage
Compatibility
ComplexityTrialability
Observability

11. Keyboard Adoption
• Keyboards were
designed to be
inefficient.
– Hammers used to jam for
fast typists – QWERTY
slowed them down
• Dvorak Simplified
Keyboard is arguably
“better”
– “better” doesn’t mean
more widely adopted

12. EmailAdoption
• Long distance business communication used to
be done by Fax machine
• Email was store and forward
(CC) Anomalous4 @ Flickr

13. Driving Adoption
• Do you want to drive or
encourage adoption?
• People want a better
situation
• If you’re driving
adoption they don’t
believe your approach is
better

14. Execution or Ownership
• Your organization has
bought (rented)
employees bodies
• Their minds are free, if
you can engage them

15. Emotional Decisions
• “Magnetism is as much about
emotional appeal as about
function” – Adrian Slywotzsky
& Karl Weber, Demand
• “When dealing with people,
remember you are not dealing
with creatures of logic, but
with creatures of emotion” –
Dale Carnegie
• “Soelberg had trained his
students to use rational
methods, yet when it was time
for them to make a rational
and important choice, they
would not do it.” – Gary Klein,
Sources of Power

16. 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
CC Flickr mckaysavage

17. Productivity Impact of Change

18. Creating Change
• Models of Change
– Stages of Change
– Kurt Lewin (Freezing)
– John Kotter’s 8 steps

19. Stages of Change
• Pre-Contemplation (not
open)
• Contemplation (open)
• Preparation (ready)
• Action (changing)
• Maintenance
(reinforcing)

20. Kurt Lewin
• Change as a Process
– Unfreezing
– Change and Transition
– Freezing
• Behavior is a function of
person and
environment
– B = f(P, E)

21. 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

22. Small Barriers
• Who do I call to get
access?
• When is the training
scheduled?
• How much will this cost
my business unit?
• Who’s approval do I
need to get?

23. Nine Keys to SharePoint Success
• Activities Missed
– Shared Vision
– Business Connection
– Planning Measurements
– Evangelization
• Culture Change
– Honest Evaluation
– Reframing Relationships
– Platitudes
• Simple Things
– Right Defaults
– Imperfect Solutions

24. Shared Vision
• Users (Personas)
• Use Cases (Actions)
• Visual Design
– Wireframe
– Mockup
– Prototypes

25. Business Connection
• ROI – Return on
Investment
• Long term success =
business impact
• SharePoint should have
a real, tangible, lasting
impact on the business

26. 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

27. ROI Core Values
• Identify Business
Problems
• Identify Solutions
• Calculate Benefits of
Solutions
• Calculate Costs of
Solutions
• Benefits > Costs = Value

28. 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

29. 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

30. 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

31. 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?

32. 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

33. 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)

34. Imperfect Solutions
• Perfect solutions are
too expensive and time
consuming
• Strive for good enough

35. Six Myths of Social
• Build it and they will
come
• “It’s just as easy to…”
• Pent Up Demand
• We’re All One Big
Happy (Dysfunctional)
Family
• Water Cooler Effect
• Silver Bullet

36. GETTING THE
JUICES FLOWING

37. 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.

38. M&A
• Industry: Logistics
• Problem: Coordinating
Merger and Acquisition
activities
• Solution: SharePoint
site for shared research,
opinions, and
correspondence

39. Customer Communication
• Industry: Manufacturing
• Problem:
Communication with
customer about the
status of their materials
• Solution: SharePoint
site with lists for lot,
defect, and incident
tracking

40. Content Approval
• Industry: Medical
• Problem: Traceability
mechanism for
approving ads and
packaging
• Solution: SharePoint
system with custom
workflows

41. Procedure Library
• Industry: Government
• Problem: Different
answers to different
customers
• Solution: SharePoint
site with content types
for procedures and
policies

42. Claims Management
• Industry: Government
• Problem: Equal
opportunity claims
taking too long
• Solution: SharePoint
site with forms for
standardized responses
and workflows for
tracking

43. Single Sign-on Portal
• Industry: Government
• Problem: Users have
difficulty accessing
services because of
multiple logins
• Solution: SharePoint
based portal that pre-
authenticates users

44. Data Entry
• Industry: Law
Enforcement
• Problem: Officers
needed to be able to
record suspicious
activity but didn’t have
access to system
• Solution: InfoPath form
and SharePoint
workflow to push the
data into the system

45. Regulatory Approval
• Industry: Chemical
• Problem: Difficult to
keep track of the
required forms and data
for regulatory approval
• Solution: SharePoint
site to consolidate and
track each approval

46. Policy Review
• Industry: Software
• Problem: Employee
policies aren’t reviewed
frequently enough
• Solution: SharePoint
document retention
and workflows

47. THANK YOU
Robert Bogue
Shepherd@SharePointShepherd.com
(317) 572-5310