Driving Yammer Adoption
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From SPBiz 24 virtual conference. This session is suited to anyone involved in introducing Yammer or other social business approaches into their organisation. It will complement your technical understanding with insights into the 'soft' issues around motivation, communication and governance. Participants will learn practical techniques for improving Yammer adoption. They will see examples of how other companies have approached it and get tips on how to address common problems such as leadership buy-in, employee privacy concerns and where Yammer fits alongside SharePoint and the rest of O365. Session Objectives How to drive Yammer adoption How to gain leadership buy-in When not to use Yammer How to deal with employee concerns Good practice in other companies
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Driving Yammer Adoption
- 1. Online Conference June 17th and 18th 2015 Driving Yammer Adoption
- 2. Online Conference June 17th and 18th 2015 WWW.SPBIZCONF.COM Driving Yammer Adoption
- 3. WWW.SPBIZCONF.COM Sam Marshall ClearBox Consulting Email : sam@clearbox.co.uk Twitter : @sammarshall LinkedIn : uk.linkedin.com/in/sammarshall • Consult on business side of intranets & digital workplace • 15 years experience • Former global portal manager, Unilever • Worked with AstraZeneca, AkzoNobel, Diageo, Sony, BBC, Citi, HSBC & EY
- 4. WWW.SPBIZCONF.COM What would get you to cross?
- 5. WWW.SPBIZCONF.COM Yammer is not the destination. The community is the destination.
- 8. WWW.SPBIZCONF.COM YammerChief • Peer facilitator for a day • Way to draw people in https://www.flickr.com/photos/trialsanderrors/3185055990
- 9. WWW.SPBIZCONF.COM Champions • Show the way • ‘Go to’ guy • Feel responsible • Official role
- 11. WWW.SPBIZCONF.COM Keep ‘social’ social in its place
- 12. WWW.SPBIZCONF.COM What is Yammer for?
- 13. WWW.SPBIZCONF.COM S.O.C.I.A.L • Socializing — praise, informal chat • Organizing — work co-ordination • Crowd sourcing — ideas and solutions • Information sharing — inputs and documents • Awareness creation — status updates • Learning — discussion and opinion Source: Riemer & Richter
- 15. WWW.SPBIZCONF.COM Types of Yammer Networks 1. Community of Practice (CoP) 2. Project 3. Workstream 4. Communications
- 16. WWW.SPBIZCONF.COM The Community of Practice View A group of people who share knowledge and experiences around a common topic.
- 17. WWW.SPBIZCONF.COM What makes CoPs tick? • Individual learning • Common experiences • People (‘Personalities’) • Intrinsic interest in the topic Network Purpose People Place Processes
- 18. WWW.SPBIZCONF.COM What does this mean in Yammer? • Profiles matter • Cultivate a core membership • Promote the CoP outside Yammer • Group manager is there to facilitate the process
- 19. WWW.SPBIZCONF.COM Communities vs. projects Community Project Common skills Different skills Different goals Common goals No specific end Defined milestones and end Informal Formal Output is learning and sharing Output is specific deliverable
- 20. WWW.SPBIZCONF.COM The Project View • Focus is on deliverables • Yammer facilitates – Co-ordination – Innovation – Problem Resolution http://en.wikipedia.org/wiki/Teamwork#/
- 21. WWW.SPBIZCONF.COM What does this mean in Yammer? • Closed Group • Integrate with SharePoint team site • Moving off email is the challenge, not recruiting members • Project Manager should have a ‘contracting’ discussion with the team Network Purpose People Place Processes
- 22. WWW.SPBIZCONF.COM The Workstream View • ‘Social Chain’ • Yammer facilitates – Status updates – Exception processes http://en.wikipedia.org/wiki/Teamwork#/
- 23. WWW.SPBIZCONF.COM What does this mean in Yammer? • Closed Group • Notifications & @mentions matter • Agreed use of #tags • Keep each issue in one conversation Network Purpose People Place Processes
- 24. WWW.SPBIZCONF.COM The Comms View • Two-way communication tool • Dialogue with leaders • Take pulse of organisation • Crowdsource
- 25. WWW.SPBIZCONF.COM What does this mean in Yammer? • Open group or ‘all company’ • Many lurkers/likers • Plan and pace use of channel alongside other channels
- 26. WWW.SPBIZCONF.COM Some tips for 2-way comms • Stakeholders fear a flood but get a drought • Seed questions • Approach individuals • Start with safe topics http://upload.wikimedia.org/wikipedia/commons/e/e4/Drought_Swimming_Hole.JPG
- 27. WWW.SPBIZCONF.COM Yammer vs. the Intranet • Don’t make it another place for the same comms content • SharePoint integration matters Comms view of employee Actual employee
- 29. WWW.SPBIZCONF.COM Yammer Killers • Purpose – what is Yammer for? • Place – over-use of all company • People – trust • Process – ownership; moderation
- 30. WWW.SPBIZCONF.COM When not to use Yammer • Yammer isn’t a great (structured) collaboration tool • It isn’t a knowledge capture tool http://upload.wikimedia.org/wikipedia/commons/e/e4/Drought_Swimming_Hole.JPG
- 31. WWW.SPBIZCONF.COM When not to use Yammer - Alternatives • Team Sites • Delve • Document Library • SharePoint Communities
- 32. WWW.SPBIZCONF.COM What does ‘good’ look like? • You’ll know if you got ‘purpose’ right • Yammer vs. Twitter adoption Value Adopti on Health
- 33. WWW.SPBIZCONF.COM 80% of a small community is better than 5% of a large one
- 34. WWW.SPBIZCONF.COM Show off latest features Pilot access Let them experiment Exclusive preview Showcase their good work Recruit as champions Widespread comms – buzz Leaders set example Help & support Make it easier (reduce features) low-risk Talk to current adopters Refine based on earlier adoption lessons Give control over how & when ‘No commitment’ trial Take time to answer objections
- 35. WWW.SPBIZCONF.COM 7 Reasons Yammer beats email 1. Open audience 2. Low time tax 3. They skip the pleasantries 4. Low-key feedback 5. Ambient awareness 6. Richer profiles 7. Persistence
- 36. WWW.SPBIZCONF.COM ...and why it can be worse than email 1. Diffusion of responsibility 2. Noise 3. Slips off your ‘to do’ list
- 37. WWW.SPBIZCONF.COM Getting Senior Leaders into Yammer
- 38. WWW.SPBIZCONF.COM Getting Senior Leaders into Yammer • Not about rational business case • Personal case for them • Fear of unintended consequences • Authenticity
- 40. WWW.SPBIZCONF.COM Some final tips • Start with communities that exist IRL • A technique of "Stop doing X... Start doing Y" can help the transition • If piloting, have an end date • www.clearbox.co.uk/what-to-do-when- yammer-adoption-stalls/
- 41. WWW.SPBIZCONF.COM Don’t launch Yammer Launch a series of communities
- 42. WWW.SPBIZCONF.COM Thank You! Email : sam@clearbox.co.uk Twitter : @sammarshall LinkedIn : uk.linkedin.com/in/sammarshall Sam Marshall
- 43. WWW.SPBIZCONF.COM Please fill in my session feedback form available from the ‘Session Resources’ tab on my session window.
- 44. WWW.SPBIZCONF.COM What’s the future for Yammer? • Beezy • Chatter • Harmon.ie Collage • FB@Work?
- 45. WWW.SPBIZCONF.COM Does it need to integrate with SP? • Ideally yes • Right now it doesn’t really • In future it will a bit more, but not much • Groups seem to have MS’s attention now
Notas del editor
- Prep: Masking tape & cards Flip charts per group Video and audio Internet access Handouts and worksheets printed OK Confirm lunch & coffee
- There are many doubters about the Fb brand for business use. I see it working for smaller orgs < 1000 employees, start ups etc. who will be attracted by the informality Yammer will appeal more to the corporate buyer who will like the extra control, the effort MS is putting into data centres etc. But I do agree with you that the familiarity of Fb is a strong proposition
- What do I mean by Yammer adoption? Not about designing a good system, it’s about getting people in and using it. We’re not going to replace that bridge with a deluxe stainless steel and glass one. We’re going to focus on the people side.
- #Yambassadors Let them self-select Not a long-term role Give them ‘badges’/ make them feel special with previews etc. Give them a Yammer group!
- You go to a community becasue that’s where the experts are and you get good answers. NOT the ‘place’. They’ve existed BEFORE the web with ugly interfaces – on AOL, Usent, now Stack Exchange, Mumsnet.
- LIGHT on processes, but they often need an inclusive facilitator who enthuses and nurtures.
- Social Chain - McKinsey
- For structured collaboration, use Team Sites and documents still – you need to keep ITERATING VERSIONS towards an end point. Conversations on Yammer are POINTERS to knowledge, It’s only if people take the time to really document things like processes or FAQ answers that it comes close to being knowledge, but they rarely do, and this is better in Wikis or OneNote.
- Open audience. Email a question to your contacts implies a very good level of “knowing what they know”. In reality we’re very poor at that. Posting to a self-elected interest group lets peopel TELL you what they know. Emails have a “to” and cc field loaded with implications. ESNs just post to an audience, so people can participate without an explicit thought process about who to include. Low time tax. Yammer reduces the overhead of message management. Every email comes with a cognitive load, to file, delete, reply, whereas ESN posts don’t need this processing, so they are easier to consume. They skip the pleasantries. Given this first point, short messages are more appropriate. Compare this to the paraphernalia of a dozen emails just to agree a meeting date. Low-key feedback. Yammer has “likes,” which offer a less demanding way of interacting but still add value. Emails that just say “I agree” would be so tedious that people don’t bother, so their position remains ambiguous. Ambient awareness. There’s less expectation on any individual to participate, and no accumulating inbox, so it’s OK to miss some posts. Social profiles. People data is usually richer than the “from” field in email, so you have a stronger sense of contributor context. Persistence. It’s much easier to go back to an old thread and resume the conversation than it is to pull out an old email. The linearity of the single mail inbox acts as a bottleneck he late dopters
- A tip about tips! Drip feed them in!
- Aim for a large % of these communities [Fb initial model]
- Think of it as a franchise