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.

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?

7. http://headrush.typepad.com/creating_passionate_users/2005/10/getting_users_p.html

8. https://www.slideshare.net/BambooHR/using-analytics-to-make-smart-hr-decisions

9. https://www.slideshare.net/BambooHR/using-analytics-to-make-smart-hr-decisions

10. Adoption happens when you deliver:
 the right solution
 at the right time
 within the right context
 as part of an overall strategy

11. REINVENTING COLLABORATION,
TRANSFORMING PRODUCTIVITY

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?

13. 





14. Productivity is
User Adoption Realized

15. Microsoft is adding features,
but relying on OOTB without a
strategy can be an uphill battle.
15

17. In The Social Organization by
Bradley and McDonald (Gartner),
the authors talk about the components
of successful collaboration:
 Community
 Social
 Purpose

18. Small Team vs. Large Team strategies
(Size Does Matter)

19. Why is small team collaboration easy?

21. Common collaboration failures

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

23. What is pulling end users away?

24. Outlook Groups
Skype for Business
Yammer
Microsoft Teams
SharePoint Social
ISV solutions
Images from http://Beezy.net

26. BUT IT SHOULD BE PART OF A PLAN

27. Modern SharePoint
and Office 365 Groups

29. Patterns for Successful Collaboration
within the User Experience
(it’s more than just a UX problem)

30. Discover
Follow-up
Recover
What’s going on?
What’s interesting? Things I did
The universe of user needs
Images used with permission from http://Beezy.net

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.

38. Users develop blindness
Discover
Follow-up
Images used with permission from http://Beezy.net

40. Follow-up
Discover
Recover
Translate across navigation menus
Images used with permission from http://Beezy.net

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

42. MENU
HEADER
WIDGETS NEWSFEED
More
structured
and stable
content
More fresh
and dynamic
content
Extend these patterns to other pages
Images used with permission from http://Beezy.net

43. Is this what your end users want?

44. Or this?

45. Or this?

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

49. Think about how and where they will access the system

50. Creating a Culture
of Adoption and
Engagement

51. Education is Key
 Classroom training
 Online training
 Self-directed and instructor-led
 Brown bags
 Gamification tools
 Rewards
 One-on-one discussions
 Mentoring programs

52. Three stories about change:
• The long walk home
• The over-eager manager
• The ambivalent organization

53. Successful collaboration
includes monitoring
and measuring

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?

58. Monitoring User Engagement
Reduce
Risk
Report
ROI
Learn & Share
Success
Drive
Adoption
Monitor and Measure

59. Business
Need Service
Change management is labor-intensive

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

62. Three components to your strategy:
People Process Technology

63. It
Depends.
What is the right solution for your org?

64. CULTURE IS KEY

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.

66. What does success look like?

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.

72. Culture is Important

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

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

77. Wrapping Up

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.

79. Christian Buckley
cbuck@collabtalk.com
@buckleyplanet
Thank you very much!