We built it but why wont they come
We built it, but why won’t they come? Practical advice to overcome common user adoption and change hurdles Susan Hanley SEF Unity Connect 28 October 2016 www. susanhanley. com sue@susanhanley. com
User Adoption User Engagement
But wait, then why are we here? RESULTS Tip # 1: Adoption is not the end game 6
R AD EOSP T UI O LN TS
Managing Tasks and Projects
Sales • Sales team onboarding • Sales team training and mentoring Product Development Resource Planning Customer Support • Engineer struggling with a problem – find answers quickly • Feedback “Crowdsourcing” • Project Manager looking for the most qualified resources for a project • Services agent working trying to solve a customer problem • Building an “organic” knowledge base
Tip # 3: It’s personal
“Our intranet is a tool which allows us to make business decisions therefore it cannot be overcomplicated or distracting, making our designs concise, sharp and distinct. ”
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Start small Keep it simple Consider your culture Go for the “long wow”
Tip #5: Engage some helpers
“No involvement by leaders, no commitment by employees. No exceptions. ” Vala Afshar, Chief Marketing and Customer Officer at Enterasys
Tip # 6: It’s all about comfort
Day 1: Get my job done Don’t try to train all at once One size does not fit all
The most effective training happens just when you need it!
www. visualsp. com
www. contentpanda. com
Want training to be sticky? Train teams together!
http: //www. scoop. it/t/intranet-launch-videos-and-teasers - comprehensive collection compiled by Ellen Van Aken Additional examples: http: //tiny. cc/Three. Sample. Videos http: //www. youtube. com/watch http: //vimeo. com/60729239 http: //youtu. be/Sin. FM 8 h. Nc. Og ? v=PN 1 Iy. Dvy. A 2 o Dartmouth-Hitchcock MAN Diesel Intranet Home Redesign – watch the end for outtakes
https: //vimeo. com/regiscorp/review/125078501/68 cd 7832 a 8
https: //vimeo. com/162603114 (1: 23)
https: //youtu. be/6 jfpom. YFCGU
30 for 30 Tip of the Day/Week
Tip # 8: It’s about support
Seed the organization with evangelists § Pilot team § Volunteers § Employee advocates Plan ongoing support § Office Hours § Center of Excellence § (Just-in-Time) Training and Documentation Make sure the help desk is prepared
Tip # 9: Don’t forget the fun!
https: //www. thoughtfarmer. com/blog/pennstate/
Share. Pointoberfest inebriate while you collaborate! Colla. BOOration A Ghoulish Guide to Metadata Share. Pointgiving – Give thanks to document workflow and approval
Tip #10: Align with performance goals
Tip # 11: You’re never done – lather, rinse, repeat
Feedback identifies challenges Ask for feedbackeverywhere Conduct usability tests, LISTEN and OBSERVE
Tip # 12: It’s about sharing
1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. Results are the end game Solve a meaningful problem Make it personal Think about change Engage some helpers Make users comfortable Communicate Provide help and support Don’t’ forget to have fun! Align with performance goals You’re never done Learn from others
• President, Susan Hanley LLC • National Practice Lead: Portals, Management Collaboration, and Content practice at Dell • Director of Knowledge Management at American Management Systems • Information Architecture • User Adoption • Governance • Metrics • Knowledge Management • Intranets & Portals • Collaboration Solutions www. improveit. how sue@susanhanley. com susanhanley www. susanhanley. com www. networkworld. com/blog/essential-sharepoint 57
§ User Adoption Strategies: Shifting Second Wave People to New Collaboration Technology § § http: //www. useit. com/alertbox/ http: //www. nngroup. com/articles/intranet- social-features/ http: //www. scoop. it/t/intranet-launch-videos-and-teasers § § § § Re-Imagining Productive Work with Office 365 Fasttrack. office. com Office 365 Network Driving Office 365 Adoption Essential Share. Point 2013 Practical Framework for Share. Point Metrics Improve. IT
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