This document discusses strategies for user adoption of new collaboration tools. It presents a four stage model: 1) Winning Attention, 2) Cultivating Basic Concepts, 3) Enlivening Applicability, and 4) Making It Real. Common strategies like training are not the most effective; more effective strategies include executive support, real-life scenarios, and eliminating other options. The document provides case studies and survey findings on user adoption, and recommends resources for further information.

1. User Adoption StrategiesThe Central Desktop Approach Michael Sampson www.michaelsampson.net

2. Who is Michael Sampson? Collaboration Strategist Author Consultant Workshop Leader Serve end-user organizations NOT the vendors Improving the performance of distributed teams

3. Where Are We Going Today? Setting the Stage A Framework for User Adoption Strategies for User Adoption How Others Are Doing It Case Studies Survey Findings Endnotes & Resources

4. Setting the Stage 5 4 3 2 1

5. It’s easy to deploy new tools.

6. A Web browser dash.

7. A credit card flash.

8. And you’re done.

9. Challenge ... Getting people to use the new collaboration tool

10. This isn’t just aCentral Desktop issue SharePoint customers face it. IBM Lotus customers face it. Every organization faces it.

11. You need a (great) answer to the question …

12. “How is this going to improve my work and life?” I’m busy. I have a lot on my plate. Why should I give you the time of day? Why should I care? Is there substance here?

13. Assumption1You have worked out the “global why” of Central Desktop Business drivers Team drivers

14. Assumption2You have translated “the global why” into a “personal why” Meaningful Personally relevant

15. A Framework for User Adoption 5 4 3 2 1

16. MakingIt Real Four Stage Model of User Adoption EnliveningApplicability CultivatingBasic Concepts WinningAttention

17. Stage 1. Winning Attention They aren’t interested in features and capabilities How do we get them interested? What others are doing WinningAttention

18. Stage 2. Cultivating Basic Concepts Explain how the new stuff works Train how to use it Provide grounding, conceptual understanding, and practical experience CultivatingBasic Concepts

19. Stage 3. Enlivening Applicability Explore reasons and value How could it apply to their work? “me, us, my group and team” EnliveningApplicability

20. MakingIt Real Stage 4. Making It Real Make it real and personally relevant It’s the new “now” way Don’t shoot yourself in the foot

21. Strategies for User Adoption 5 4 3 2 1

22. Stage 1. Winning Attention They aren’t interested in features and capabilities How do we get them interested? What others are doing WinningAttention

23. Exemplar Stories How other people in your organization are getting value and benefit Real people, real situations … “social proof” “I want that” On intranet, in newsletters WinningAttention

24. Real-to-Life Scenarios Narrative 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 possibilities embedded in their reality WinningAttention

25. Senior Executive Support Senior executives as involved as others E.g., Senior Executive workspace Provides environmental context Level 1. “This is important” (talk) Level 2. “I am doing this” (action) WinningAttention

26. Stage 2. Cultivating Basic Concepts Explain how the new stuff works Train how to use it Provide grounding, conceptual understanding, and practical experience CultivatingBasic Concepts

27. Classroom Training Teach the “what” of Central Desktop Various design considerations Good for dense concentrations of people Hands-on = better learning Cultivating Basic Concepts

28. Web-Based Training Live webinars, Recorded webinars, E-learning courseware Wide geographical coverage without travel Self-paced instruction Ease of updating with new material Cultivating Basic Concepts

29. 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 instruction Could include social engagement opportunities Cultivating Basic Concepts

30. Stage 3. Enlivening Applicability Explore reasons and value How could it apply to their work? “me, us, my group and team” EnliveningApplicability

31. Facilitated Group Re-Imagining What are the activities the group does today? These are underpinned by assumptions about technology capability sets BUT … these have changed So what now? How can we re-imagine work? EnliveningApplicability

32. Sandbox for Experimentation A place to play and try things out Less about “doing business” More about “what could this do for me or us?” See Six Steps to Collaboration Success www.centraldesktop.com/whitepapers?w=six_steps EnliveningApplicability

33. Easy First Steps Help them to accomplish the first things Setting their profile Uploading a picture Creating subscriptions Looking at the various places Changes it: from “a system out there” to “something I am involved with” EnliveningApplicability

34. Over the Shoulder Watching Observational learning about current work practice In-situ recommendations or ideas: “Did you know you could …” “Have you tried doing it this way …” “Why are you clicking into there?” EnliveningApplicability

35. MakingIt Real Stage 4. Making It Real Make it real and personally relevant It’s the new “now” way Don’t shoot yourself in the foot

36. Stop Doing, Start Doing Patterns A mini-activity or set of sequences for a group Frequently repeated, well embedded A way of encapsulating the transition from the old to the new Document reviews Discussions Finding expertise Accountability lever MakingIt Real

37. Internal User Group Internal group made up of supportive individuals Focus is on doing work better with the new stuff Discussions, Asking questions, Finding expertise, Moaning together MakingIt Real

38. Zero Other Options Treat the Central Desktop as the place of work Post the meeting notes Upload the latest document version Keep team member details “We do work in here” Don’t make exceptions for people MakingIt Real

39. How Others Are Doing It 5 4 3 2 1

40. Case Study: Publishing (Global) First educate, then allow usage togrow organically Dedicated Central Desktop IT training staff Established training process In-person and web meeting training Handouts with usage tips Help Desk manages approval process for setting up workspaces

41. Case Study: Real Estate (USA) Made the process approachable Gave Central Desktop an identity – “Cee Dee” Introduced to staff in small doses Set up workspace with Central Desktopreference guides Proactively sent periodic emails with usage tips

42. Case Study: Marketing Firm (USA) Executive-level support New employees are shown immediately how to use Central Desktop Created own help videos Screen video capture program 5-10 use case specific videos E.g. “How to pull an old contract”

43. Survey on User Adoption Web-based survey January 2010 to March 2010 Recruitment of respondents through multiple channels Twitter, Blog posts, Weekly newsletter Blog posts via others (Central Desktop, Microsoft) Over 400 respondents (>200 Central Desktop)

44. Findings from a Recent Survey:Central Desktop Respondents

45. Central Desktop Slide: Org Size Central Desktop Respondents Only

46. Central Desktop Respondents Only

47. Central Desktop Respondents Only

48. Zero Other Options “It’s where we work” “Go find it there” “Taking away alternatives”

49. Make It Real “Examples using our work” “Actual tasks and projects” “Using the tool for our projects”

50. People with Influence Executives using it The internal champion

51. Endnotes and Resources 5 4 3 2 1

52. The most common user adoption strategies … Pages on the Intranet Classroom Training Web-based Training

53. … are not the most effective user adoption strategies. Over-the-Shoulder Watching Executive Support / Sponsorship Real-to-Life Scenarios Zero Other Options

54. and …

55. The strategies that aremost effective for user adoption... Over-the-Shoulder Watching Executive Support / Sponsorship Real-to-Life Scenarios Zero Other Options

56. … require that you also do the most common user adoption strategies Pages on the Intranet Classroom Training Web-based Training

57. Resource: User Adoption Report Survey findings 206 CD respondents Key strategies 20 pages Available immediately www.michaelsampson.net/cd.html

58. Resource: User Adoption Book My new book The User Adoption Model How to use each strategy 268 pages Available NEXT WEEK! www.useradoptionstrategies.com

59. www.michaelsampson.net/may26.html Two very special offers! For 48 hours only

60. Questions & Answers www.michaelsampson.net/may26.html