[SPC09] Driving End User Adoption

This session was dear to my heart, as the end-user adoption is really a tough thing to achieve. The session was presented by Scott Jamison of Jornata.

Here are my notes on the session:

  • Users don’t "have" to use SharePoint to get their job done
  • Cultural changes (such as a SharePoint solution) take 18-36 months to stick

It’s essential to have an adoption plan

  • That increase perceived value for the users
  • That increase users’ skills and confidence
  • Should have progression from clueless to skeptic to productive to advocate

Take the "What’s in it for me?" factor into account

  • Connect SharePoint to business goals
  • Elegant solution: don’t make them go through five screens

Must-have elements in the adoption strategy

  • Communication Plan
    • Leverage power users and champions
    • Send CEO/HR/VP Memos
    • Prepare "Town Hall" meetings
    • Put Break Room posters
      • On WC backdoors 😉
    • Prepare Scavenger Hunt (the pieces to find are on SharePoint: a concrete document, a user’s favorite color) with small rewards (20-50 $)
    • Put "birth" announcements cards of a new portal on the desk
    • Keep continuous communication
  • Training Plan
    • Not only for developers or IT staff
    • But also Power users, visitors, members, content contributors, workflow approvers
    • "just in time" and "just enough" training
  • Content Conversion Plan
    • Three approaches
      • Clean and migrate everything
      • Migrate nothing, index old content, new content in new system
      • Clean and migrate recent content only
    • Don’t migrate without cleaning!!
  • User Support Plan
    • Contact person for every page (with pictures and contact info). There’s no global webmaster.
    • Form internal site owner user groups to help each other
    • IT Help Desk should prepare for more questions
    • Capture end-user feedback: with metrics or anecdotes (find a user that likes the solution and show him to the others)
    • Have some end-user resources ready (guides, help…)
  • Incentives and Reward Plan
    • Answer "What’s in it for me" factor showing the usefulness of something with real data
    • Make it fun (posters, scavenger hunt…)
    • Provide recognitions for the content contribution users
    • Invest in information architecture to ensure fantastic user experience

Must Have Resources (free)

SharePoint Buzz Kit from Microsoft (will be updated for SharePoint 2010)
http://sharepoint.microsoft.com/rampup/sharepoint/Pages/buzzkit.aspx

SharePoint Training Kit (will be updated for SharePoint 2010)
http://www.microsoft.com/downloads/details.aspx?FamilyId=7BB3A2A3-6A9F-49F4-84E8-FF3FB71046DF&displaylang=en

Productivity Hub
http://www.microsoft.com/downloads/details.aspx?familyid=277fefca-d62f-41bc-943d-79002254cfee&displaylang=en

Get the Point Blog
http://sharepoint.microsoft.com/blogs/GetThePoint/default.aspx

Summary

  • Adoption won’t happen by chance
  • Have a plan (better, have many plans)
  • Use the resources, lot of them are free

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