Joint Webinar - Content Panda & Combined Knowledge - Dec 2015
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The Road to Awesome SharePoint Adoption in Your Organization
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Joint Webinar - Content Panda & Combined Knowledge - Dec 2015
- 1. Presented by: Heather Newman CMO Content Panda & Rob Pratt of Combined Knowledge The Road to Awesome SharePoint Adoption in Your Organization
- 2. Tweet this Talk @heddanewman @contentpanda @SPSNashville#SPSNashville@heddanewman
- 3. Rob Pratt Trainer and Content Creator
- 4. We are Social Pandas! Follow us on Twitter @contentpanda Please direct any questions to us via Twitter using the hashtag #ContentPanda Instagram: @contentpandahelp
- 5. IT Unity Women in Tech Community Calling all women in technology to share your stores and be heard on our community site. Easy to sign up all you need to do is write and submit. http://www.itunity.com/community/women-in-technology
- 6. ImproveIT! Book - Essays on SharePoint Analytics & Adoption The paperback and Kindle editions are available on Amazon. The free eBook is available here: http://www.improveit.how
- 7. WWF is the primary international conservation organization protecting pandas and their habitat. It is estimated that 1,600 pandas remain in the wild. Drawing: Adopt a Giant Panda through the World Wildlife Fund We love helping our attendees and fans adopt giant pandas from the WWF. If you would like to hear more about WIT, write WIT on the back of your card.
- 8. Walk Away With Adoption Checklist Resources Best Practices
- 9. Industry Watch Results A failure of senior management to endorse and enforce SharePoint was the biggest reason for lack of success, followed by inadequate user training and a general lack of planning. Nearly two-thirds of SharePoint installations are somewhat stalled in their adoption and progress.
- 10. “Adoption” The act of taking something on as your own. Adoption usually refers to the legal process of becoming a non-biological parent, but it also refers to the act of embracing ideas, habits, supporting great panda or taking home free kittens.
- 11. To give power to; to promote the self- actualization or influence of; helping someone feel strong, unstoppable, in control of their destiny. “Empower”
- 12. @heddanewman contentpanda.com Microsoft Success Program is called Fast Track http://fasttrack.office.com Microsoft Office 365 & SharePoint Customer Success
- 13. Adoption Campaigns Vision Metrics Objectives/Goals Executive Sponsors Champions Theme Communication Vehicles Roll Out Support/Training Gamification@heddanewman contentpanda.com
- 14. What do you need to do to be successful?
- 15. Outline Your Vision It’s All About Value Why SharePoint? What is your vision?
- 16. Download a visioning template - http://adoption.contentpanda.com
- 17. Get Sponsored “Before you roll out SharePoint…” @heddanewman contentpanda.com Executive Support
- 19. “Use Case” Driven Look to the Business Sales and Marketing R&D, Production and Operations Finance and Accounting Information Technology HR and Internal Communications Legal & Compliance
- 20. How does it all fit together?
- 21. Release Functionality in Phases Exposed Active Directory data in SharePoint search Slight user interface customization to out of box search Executive communication to entire org Case Study: Business Use Case Focused Results: Company wide adoption of SharePoint
- 22. Sample of a phased approach
- 23. Champions Rock Your Project Top down and bottom up – gotta have both The most excited The biggest critic @heddanewman contentpanda.com
- 24. Champions
- 25. Gather your team Your launch will be more successful as a team effort, but keep in mind that depending on the size and makeup of your organization, it’s possible for some of these roles to overlap, to have certain people fulfill multiple roles, or to have multiple team members fulfill a single role.
- 26. Bill of materials Executive announcements Who is your target audience Develop Your communication plan @heddanewman contentpanda.com
- 27. Plan activities to drive adoption from pilot to post launch
- 28. Make it fun (buck the company culture) Use an online scavenger hunt as a fun way to encourage usage Provide recognition for content contribution or usage Scale and parameters Gamification @heddanewman contentpanda.com
- 30. What’s in your Training Toolbox?
- 31. Creating a Training Plan
- 32. Look to Training Partners @heddanewman contentpanda.com
- 34. Expert Opinions & Guidance There is great information out in the world that exists through sites like IT Unity.com and Microsoft MVP or influencers websites. They have been working on user adoption a long time and their best practices are excellent. @heddanewman contentpanda.com
- 35. Documentation FAQ or How-to portal complete with guides and videos Checklists Knowledge Base Books @heddanewman contentpanda.com
- 36. Measure Success and Expand Broaden Engagement Create Surveys Listen to Issues and Pivot on Them @heddanewman contentpanda.com
- 38. Video Services A Multitude of Training Options
- 39. Rethinking SharePoint Rethinking software Contexual or “In-Context” Training, Support, User Adoption
- 40. the percentage of organization users introduced to SharePoint without training…52 percent the average time spent per day by knowledge workers searching for information 2.5 hours
- 41. A Quick Demo of How In-Context Thinking Works
- 42. in-context, on-demand, when you need it… just for you!
- 43. The number of people who complained about having the information they want, where and when they need it0
- 44. The ultimate training, support and user adoption app Schedule a demo todaywww.contentpanda.com
- 45. Get Panda Enjoy the infinite ways Content Panda can simplify SharePoint today Book a Demo - Sales@contentpanda.com ∞
- 46. Q&A
- 47. Thank you for your time! Simeon Cathey CEO, Content Panda Simeon.cathey@contentpanda.com 425.269.8637 @simeoncathey Heather Newman CMO, Content Panda Heather.newman@contentpanda.com 206.234.4337 @heddanewman
- 48. Resources Content Panda How-to Videos: http://www.contentpanda.com/more/#how-to-videos Microsoft Fast Track: http://fasttrack.office.com/ AIIM Industry Watch Feb 2015: http://info.aiim.org/digital-landfill/sharepoint-lover-partner- skeptic-20-data-points-you-need-to-know Combined Knowledge: http://www.combined-knowledge.com/ Two Great Yammer Communities: https://yammer.com/itpronetwork & Https://yammer.com/spyam Heather’s Marketing Blog: http://www.creativemaven.com
Notes de l'éditeur
- Again, I’m Heather Newman, CMO & Co-Founder of Content Panda I moved to Seattle in 1998 and started working in technology, in 2001 I was fortunate to work on the original SharePoint team (on the marketing side) along with Simeon. The picture in the right corner is from that year and yes that is Bill Gates. I got to demo to him which was amazing. For close to a decade you could attend any meeting, event, dinner, tradeshow or party that was produced by Microsoft that I wasn’t either running or had a hand in – my company Creative Maven produced thousands of events and marketing campaigns for Microsoft. In 2012 I became SVP of Global Marketing for AvePoint and when Simeon had this idea for Content Panda, it was time to drop into Startupland. I curate a Women in Tech site for IT Unity and am part of the CMO Club. I live in Sebastopol, CA originally from the Midwest and I have a dog named Pierre and a husband named Jim who works in the arts.
- If you are looking for more information on Content Panda our website is www.contentpanda.com, if you would like to be alerted to upcoming webinars, events that we are attending or be alerted when we post a blog (usually about Office 365 or end user adoption. We a big fans of social media and we are on all the usual suspects. We do share a lot of what is going on in and around Microsoft especially Office 365, SharePoint and you can count on some sort of Friday funday panda video. If you would like to send out a tweet during our talk please use the hashtag #contentpandawebinar -
- If you keep up on industry news and analysts you will note that user adoption continues to be an issue for SharePoint, this paper that came out earlier this year had lots of facts gathered from our community regarding the lack of training and support for an Office 365 migration or SharePoint environment roll-out.
- All technology has issues around user adoption, change management and migration from one version to another. Users are expected to simply figure it out. The pace of technology moving us forward with innovative ideas is fast, true adoption and understanding is still slow. SharePoint has now been around for fifteen years and with the move to the cloud and customers on all kinds of versions floating around. If you about to migrate from one to another? Or if you are in charge of “adoption” “training” or “customer success” in your organization. Then this talk is definitely for you.
- At the heart of adoption is empowerment. They go hand in hand. The layer on top is to follow a process and the icing on the cake is arming your toolbox with the best adoption tools in the industry. Today I’m going to walk you through a checklist with some stories and also help you fill your toolbox. These concepts are not really new, however most businesses and people set themselves up for failure – that old quote – failure to plan is planning to fail is true in most situations. Personally I’m a fan of making a plan and then leaping off the building knowing that there is a net and a fabulous party to go to afterwards.
- What is interesting about end user adoption is that the steps have not changed. This is a link to the prescriptive method from Microsoft called Fast Track. These step are the same since I did the MySite campaign back 2003
- This is the checklist that has not changed. Simeon and I have both been involved in many end user adoption campaigns during our time working inside of Microsoft and with Microsoft customers. As a marketing leader for both AvePoint and KnowledgeLake. Heads of Marketing in tech companies are often the ones charged with working hand in hand with the CIO to drive adoption of investments made in tech whether it is collaboration software, or something specific to a department. The My Site and CR Portal of these campaigns were internal to Microsoft employees the other was for AvePoint but we followed the same check list that I referenced above. – we launched on Sept 19 and ran it until Dec 31 2003 Global Customer Reference Portal we launched this in July 2001 at MGX Roll out of global company intranet communication portals at AvePoint Jan 2012
- Adoption will be a measurement of success. There are four key attributes of a successful adoption approach. Set your vision and identify business scenarios Map your business scenarios to usage scenarios and create the adoption plan Commit resources because buy-in is crucial and then implement your adoption plan Measure the progress against your plan. Showcase or highlight successes and identify new use case scenarios.
- A well-defined vision enables employees of all levels to foresee the value the new tools will bring not only to the organization as a whole, but also to the individual roles within. This in turn helps secure buy-in and support across the business. The visioning exercise should involve the people who are going to drive and support the change throughout the organization.
- In order to secure buy-in, the visioning exercise should involve the people who are going to drive and support the change throughout the organization. You’ll want to include department leads, the project manager, IT and other champions who can help drive the change across the team.
- Who is the driver of your vehicle. Yes, you but the person who funds this ride? Your executives. They will help you understand and help you drive the right resources, suggest scope, weigh in on dependencies and drive the bottom line (budgets and reality). You may not continue on your road to awesome adoption without bringing your executive sponsors into your journey. Vision is bought off by c-levels, executed by you and your team and championed by others – which we’ll discuss shortly. My Site – Jeff Teper Customer Evidence – Bill Gates AvePoint – TJ, CEO
- Business scenarios are the targeted goals that you want to achieve as a team or individual. Solutions, will help drive change across your organization by putting your prioritized business goals into practice.
- You might wonder how this all fits together. Usage scenarios like a specific process will map to a business scenario. The business scenarios align to the organization’s business strategy. Here are some questions to ask: What are some of the organization’s challenges or pain points related to communication and collaboration? What are the main areas in which your organization would like to see improvement? What methods of communication and collaboration are typically better received by your organization than others?
- Wamu – 11 server farm, 2003, CMS, Spark, internal SDK, Wamoogle – plenty of opportunity to boil the ocean – did user studies, looked at support tickets For the AvePoint roll out we started with our marketing teamsite we build out a slide library, a publishing workflow for corporate communications, and a way for sales to make requests for collateral. We rolled out marketing first and then went to product management for our next phase. We created templates for our teams to use so they could easily leverage and the branding could be the same.
- A successful Office 365 rollout focuses on driving adoption and helping everyone understand the benefits of working in a new way. Our four-step approach helps you successfully drive Office 365 adoption.
- From the moment you start your project you need to be aware and look out for your champions, they will help you carry your project through to the end and beyond. Who is the most excited, whose work life gets 10x better with the changes that are being made. Who is the biggest critic – make them part of the group. People call this a Tiger team – give them a name, the Rangers, Ninjas, Pirates whatever and then as you go along reward, brag and make this team feel like a million bucks.
- Princess Leia’s message here was effective but you need more than that to be successful. Plan our your bill of materials. Your communications plan is the foundation from whence everything bounces from. Team up with your marketing/communications team if you haven’t already. A top down, bottom up approach is best. Enlist your executive sponsor, write the email for them, have them approve it and they will then send company wide. Have them have their internal blog or another piece of mission critical info there – this is the endorsement of this roll-out. Use the CEO’s blog as hook for your teams – send an email with just 1 paragraph read the rest on SharePoint Create a consistent plan for executive emails. Write a series of blog posts with tips and trick on using SharePoint Reward champions publically. Gamification – push out a contest – more about that. Download that zip file from Fast Track and use them to check in periodically. One email isn’t enough.
- Gamification is a great way to make your adoption roll out fun. The thing to remember is scale and parameters. Any contest rollout should have a start and end date and not go on forever. You can do a scavenger hunt on your SharePoint site. Do not underestimate pizza and beer or a bunch of $5 gift certificates for Starbucks or something else local that is fun. For state, local and government, you need to check your laws and rules. Some states have rules about gambling that need to be understood. Also you can do badges instead of prizes that might be better for taxpayer issues.
- Raising awareness is an essential step to driving adoption as it informs, involves, and inspires your users. An effective awareness campaign shouldn’t just focus on the new features and functionality to come, but should enable end users to understand the business value of Office 365 and how they can personally benefit from using it. When building your awareness messaging, consider highlighting the vision and business scenarios that you identified in the previous adoption phases, so end users will have an easier time identifying the “What’s in it for me?“ Your awareness campaign should include a variety of tactics to maximize impact and drive adoption such as communications, events and training.
- People learn and absorb in many different ways arm your business with the terrific materials available. What’s out there?
- Training should do more than simply introduce users to “how-to” information for performing tasks. You’ll need to explain why the change is happening, what’s in it for them, and why they’re being asked to change. Demonstrate the benefits of the change. Understanding and addressing user concerns is key toward easing the transition and ensuring a successful deployment.
- http://www.worldeducationalliance.com/ - The World Education Alliance (WEA) is a global education alliance, incorporating Combined Knowledge, Mindsharp and Critical Path Training. The World Education Alliance unites three of the most recognized names for SharePoint Education in the industry to enable us to offer expert Global education solutions to our clients wherever they are based.
- Sue Hanley, Penelope Coventry, Rob Bogue, Jennifer Mason
- And where should your documentation live? On your site not in these binders!!! Speaking of books – ImproveIt
- Read the ImproveIt book and look at how you can track analytics in SharePoint, use surveys, keep track so you can see month over month and then year after year growth.
- Success criteria should be “SMART”. As you draft your success criteria, use the SMART mnemonic to guide you: S - Specific Clear and unambiguous; answers the questions, “What, why, who, and where?” M - Measurable Concrete; clearly demonstrates progress. A - Attainable Realistic; not extreme. R - Relevant Matters to stakeholders. T - Timely Grounded to a specific target date; answers the question, “When?”
- This is what support use to look like at Microsoft. You need to develop your support plan with your IT team. Is there a ticketing system, is it through email? Ensure people know how to get help as they are being asked to adopt new software. Where is this written out and communicated?
- There are so many ways to get training and support. All of these are valid and should be part of what you use to train and continually support folks. What I would like to suggest to support all of these great ways leads me to Content Panda.
- Traditionally help and training content is something you find or take. The question mark up in SharePoint is the out of the box solution – like most software, most people don’t find it very helpful. This leads you to go hunt for solutions out on a search engine which takes time or You Tube which is loaded with distractions. Training that you attend or bring into your company is terrific and we highly recommend training partners like Combined Knowledge. When end users just like all of us can’t remember how to do something or find the answers. We feel terrible, because you know what the truth of the matter is, no one likes asking for help, no one likes sending that email to their IT Admin, AGAIN saying hey, sorry to interrupt but How Do I….? We at Content Panda call that the mystery question. Fortunately we know how to solve it by adding the missing piece of your migration end user adoption planning into the mix. And what is that?
- The thing is, most of these statistics are true so we are thrilled to partner with Combined Knowledge to be that net or underpinning to support the in person or online training that you have invested in. I’m going to show you a demo of how we do this with Content Panda.
- Here is where I get to show you our product for Office 365 and SharePoint on-prem. We think that this is a wonderful addition to your SharePoint environment that will support and expand upon the training investments you make and will give the answers to all the “how do I questions” that come to your IT department via email and tickets.
- This is what someone looks like after using Content Panda. The concept of just in time, just for you help is what we like end users to understand and embrace.
- Zero. That is the number of people who complain about finding help where and when they need it. That my friends is what In-context and contextual means and that is what Content Panda does. Source: http://www.nytimes.com/2007/07/07/business/07shortcuts.html
- We are the ultimate training, support, help content and user adoption app. We are the only ones doing this in th e marketplace today in the way we do it. We think you should demand a panda in your SharePoint environment. Ask your admin to adopt a panda today.
- Content Panda: Accelerates User Adoption Cuts Helpdesk & Support Costs Maximize IT Investment Speeds learning curve between versions & migrations The only product in the market that lights up curated help content in-context directly in the user interface Test out the free version and easy download and upgrade for customization features (your content your way.) #adoptcontentpanda into every SharePoint farm and Office 365 environment in the world.