HERDING CATS!Gaining user adoption with these 4 principles

Ryan Dennis | @SharePointRyan | sharepointryan.com

RYAN DENNIS

Solution Architect at Blue Chip Consulting Group

/in/SharePointRyan www.sharepointryan.com

ryan@sharepointryan.com@SharePointRyan

www.bluechip-llc.com FatherHusband

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AGENDA•Why CATS?•A case study on • Communication• Adoption• Training• Support

•Bringing it all together•Q&A

WHY CATS?•CATS is a mnemonic device for Communication, Adoption, Training, and Support•These four principles are critical to proper adoption of any platform, especially one as complex and capable as SharePoint

Mnemonic devices are techniques a person can use to help them improve their ability to remember something. 

COMMUNICATION

COMMUNICATION PRINCIPLESEARLY

• Engage users during planning processes

• Leverage early adopters

OFTEN

• Provide consistent updates on process

• Keep users updated with timeline & roadmap details

HONEST

• It’s okay to fail, but communicate the lessons learned from failure

• Ask for feedback, do better next time

User Adoption Principles

ADOPTION PRINCIPLESTOP DOWN SUPPORT

• Executives should evangelize and support programs & platforms

• Demonstrate support from leadership level

CHANGE CHAMPIONS

• Find the cheerleader, ask them to help!

• Offer gamification bonuses & incentives

USER FRIENDLINESS

• Think about the end user

• Think about mobile

PROGRESSION OF ADOPTIONAdvocate

/Ownershi

p

Demonstrate commitment to the change initiative. Responsible and accountable for its success

Shared Commitme

nt

Agree with the objectives of the project and express support for the change

Shared Understandin

gUnderstand the project and how it will impact me

Awareness

Aware of project objectives, activities and timelinesLe

vel of C

hange Effort

Time

BUSINESS DISCUSSION POINTS

Low Impact/ High Effort

Low Impact/ Low Effort

High Impact/ High Effort

High Impact/ Low Effort

Proceed Investigate

KillConsider

POTENTIAL STRATEGIESSandboxExecutive Sponsorship & SupportStop Doing, Start DoingEasy First StepsAmbassadorshipReal-to-Life ScenariosEverything (X)RoadshowBulk Loading PartyGamification / Rewards

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SANDBOX

• Providing access to a “testing only” system, where people can try out new collaboration tools or features• Grant access to “testing only” environment• Elicit feedback from User Community• Demonstrate upcoming functionality

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EXECUTIVE SPONSORSHIP & SUPPORT• Where senior executives voice or demonstrate their

support for the collaboration tool, in speeches or in actually using it themselves• Establish support from Executives & VPs• Evangelize through word and actions• Enforce through metrics• Lead by example, self-adoption

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STOP DOING, START DOING

• Identification of a particular process and how it is going to be done differently in the future, as a consequence of new tools• Provide Training Guides• Distribute Quick Start Guides• Establish Best Practices

• “Stop doing X, start doing Y”

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EASY FIRST STEPS

• A series of simple first actions that someone can do within the new collaboration tool so as to get them using it for the first time• Provide User Guides• Foster 1st Time Usage and Orientation• Promote what is coming

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AMBASSADORSHIP

• Utilizing change champions to support and promote the new system with the community• Leverage stakeholders & usability studies• Promote through user quotes• Utilize

• Pilot Group Members• Subject Matter Experts• Super Users

• Collect Feedback

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REAL-TO-LIFE SCENARIOS

• Creating detailed descriptions of how the new tool can be used for a particular process or project• Create and disseminate videos detailing a day in the life…• Depict Processes / Projects• Detail Use Cases and Scenarios

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EVERYTHING (X)

• Creating a series of informational pages about the Intranet, service offerings, and key workforce information• Providing an information-based page• Addressing Frequently Asked Questions• Establishing the Brand

• “Everything SharePoint”• “Everything Yammer”

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ROADSHOW

• Holding events at different areas to advocate the use of the new collaboration tool, show people how it could be used, and foster excitement• Throw promotional events• Set up a table at the office with information on SharePoint• Offer photo booth for ‘My Site’ avatar• Give away swag (promotional items)

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BULK LOADING PARTY

• Holding an event to migrate necessary data from the old system to the new collaboration tool• Migrate old to new• Promote team building• Stage a Blitz

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GAMIFICATION / REWARDS

• Promoting usage through providing achievement and distinction, which can be obtained through feedback or actions taken• Earn badges• Give away rewards• Recognize participation

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Training

TRAINING APPROACHESFORMAL TRAINING

•Classroom-based training•End User, Developer, Site Admin, SP Admin•Specific curriculum

INFORMAL TRAINING

• Videos or lunch and learns

• Single topic / no curriculum

• One-on-one help

QUICK TIPS

• User Guides• Short how-to guides

• One page quick tip sheets

• Other 

Support

SUPPORT PRINCIPLESFORMAL SUPPORT

• Help Desk supports SharePoint core system

• Collaboration support team owns individual applications within SharePoint

INFORMAL SUPPORT

• SharePoint Communities

• Yammer Groups

• Etc.

SELF SUSTAINMENT

• By leveraging Social for support, an internal user group can form, eliminating service calls to help desk

BRINGING IT ALL TOGETHER

Communication Adoption Training Support

CATS!

QUESTIONS OR OPEN DISCUSSIONQ&A | Thoughts | Discussion

RYAN DENNIS

Solution Architect at Blue Chip Consulting Group

/in/SharePointRyan www.sharepointryan.com

ryan@sharepointryan.com@SharePointRyan

www.bluechip-llc.com FatherHusband

Author

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Cyclist

Ryan at a glance Play and explore