User adoption has always been a challenge with SharePoint. Some users and some departments see the value and jump onboard while other groups seem to ignore the power of the platform and blindly carry on business as usual without it. In this session you’ll learn how to get all of your users to understand the value and how to create a “home team” advantage when selling the upgrade to your organization. We’ll explain what makes users hesitant and what you can do to help move them along. • Learn why engagement is a leading indicator of long-term success • Eliminate barriers to SharePoint adoption • Discover how to drive users to SharePoint You can download a newer version of this presentation now by visiting https://www.thorprojects.com/connect/gifts/presentations/bringing-the-users-with-you-sharepoint-adoption-engagement.

1. Bringing the Users With You –
Adoption and Engagement
Robert Bogue
(317) 844-5310
Rob.Bogue@SharePointShepherd.com
http://www.SharePointShepherd.com

2. Who am I?
• 11 Time Microsoft MVP
• Author of 23 books
• Editor of over 100 more
books
• Architect
– Developer
– IT Professional
– End User Advocate
– Project Manager
• Internationally Renowned
Speaker

3. The SharePoint Shepherd’s Guide
for End Users: 2010
• Content
– Background Information
– Decision Trees
– 181 Tasks
• Available Forms
– Book (available where
books are sold)
– Corporate Licenses
available for deployment
to your intranet.

4. The SharePoint Shepherd’s Guide
for End Users: 2013
• Content
– Background Information
– Decision Trees
– 121 Tasks
• Available Forms
– Book (available where
books are sold)
– Corporate Licenses
available for deployment
to your intranet.

5. 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

6. Agenda
• Old Problems
• How to Think about
Engagement
• Nine Keys to SharePoint
Success
• How to Create Change
• Getting the Juices
Flowing (Examples)

7. Old Problems
• Lotus Notes doesn’t
CAUSE collaboration – it
ENABLES it
• Technology isn’t the
solution – you still have
to engage people

8. 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

9. 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

10. The Power of Focus

11. 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

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

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

14. 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

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

16. 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

17. 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

18. 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

19. 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?

20. 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

21. 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)

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

23. 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

24. Creating Change
• Models of Change
– Stages of Change
– Kurt Lewin (Freezing)
– John Kotter’s 8 steps
• Motivation
– Autonomy
– Mastery
– Purpose

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

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

27. 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

28. Motivation 3.0
• 1.0: Biology
• 2.0: Rewards and
punishments
– Carrots and sticks
• 3.0: Intrinsic
– Autonomy
– Mastery
– Purpose
28

29. Maslow’s Hierarchy of Needs
breathing, food, water, sex, sleep, homeostasis, excretion
Physiological
security of body, of employment, of resources,
of morality, of the family, of health, of propertySafety
friendship, family, sexual intimacy
Love/Belonging
self-esteem,
confidence, achievement,
respect of others, respect by others
Esteem
morality,
creativity,
spontaneity,
problem solving,
lack of prejudice,
acceptance of facts
Self-actualization

30. Fredrick Herzberg – One More Time:
How Do Motivate Employees? (HBR)

31. Autonomy
• Self-Directed
• Defining the
DESTINATION = Ok
• Defining the ROUTE to
the DESTINATION = Not
OK
31

32. Mastery
• Impossible goal
• Ability to work towards
being good at
something
32

33. Higher Purpose
• Does what I’m doing
matter?
– … to my development
– … to my career
– … to my family
– … to my world
33

34. 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.

35. Adoption
Relative
advantage
Compatibility
ComplexityTrialability
Observability

36. Radio - Motivation
• What is in it for me?
(WIII FM)
• Describing the benefits
to individual users
• Difficult to find
individual, palpable
meaning for individuals

37. Measuring Success
• Lagging = Results
• Leading = Process
Metric
– Should reliably lead to
results
– Should be controllable

38. Leading vs Lagging

39. To the Victor Go the Spoils
• The more you win…
• … the more resources
you’re given …
• … to reinvest and make
a better competitor

40. Tips for Getting Users in SharePoint
• Communicate via Email
links in SharePoint
• Make file shares read only
• Set web browser home
page to Intranet
• Make critical processes
SharePoint only
– Expense reporting
– Vacation requests
– Vendor payment

41. GETTING THE
JUICES FLOWING

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

43. 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

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

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

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

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

48. 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

49. 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

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

51. THANK YOU
Robert Bogue
Rob.Bogue@ThorProjects.com
(317) 844-5310