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SPC100: Beyond Deployment, How Can IT Inspire, Motivate and Drive Sustainable Adoption?
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Today IT departments have an unprecedented opportunity to work with the business to change how people work and provide solutions that help get things done more efficiently, from anywhere and with anyone. As IT, how do you proceed to define these scenarios and ensure people can take full advantage of them? In this session, we will discuss the common use cases and best practices coming from successful customers, experienced partners, and focus groups that led to sustainable user adoption. Specifically, we’ll discuss: 1. the top use cases that need to be solved and Office 365 and SharePoint 2013’s capability to address these specific challenges, 2. the best practices and 3. the role enterprise social can play in successful adoption. Drive adoption within your own organization the way you desire - not by chance.
Transcript of SPC100: Beyond Deployment, How Can IT Inspire, Motivate and Drive Sustainable Adoption?
Beyond Deployment: How Can IT Inspire, Motivate And Drive Sustainable Adoption ?Dux Raymond Sy Steve Caravajal Cyrielle Simeone Customer Strategy VP Architect & Strategist Product Manager AvePoint MicrosoftMicrosoft
Cyrielle Simeone@cyriellesimeone
Who are we?
Customer Strategy & Solutions Vice President, [email protected]
Deployment, Adoption and Readiness Team, Office Technical Marketing Group, [email protected]
Passionate about new technologies, user adoption and making our customers successful.
Digital Strategy & ArchitectureDirector, [email protected]
Steve Caravajal, Ph.D.@stevetheprof
Dux Raymond Sy@meetdux
DeveloperExecutiveIT ProfessionalOtherPower User
14%
8%
5%
52%
21%
Who do we think you are?
IT Professional
SITUATION TODAY & CHALLENGESYour success is measured by
long term user adoption
Deployment is not enough
Training alone is not working
Driving adoption is hard and it takes time
SESSIONOBJECTIVES
Provide best practices &
guidance
What do you need to be successful
Where to begin and how to proceed
Resources and programs available
What do you need to be successful?Common attributes to success
1. A deep understanding of the business goals, as well as people challenges and needs to achieve them.
2. A solution that people love and that helps them achieve business goals and get things done more effectively.
3. A strategy to drive adoption including communications, readiness and community.
4. A benchmark, KPIs and success stories to help demonstrate success internally, improve and expand.
What do you need to be successful?Common attributes to success
1. A deep understanding of the business goals, as well as people challenges and needs to achieve them.
2. A solution that people love and that helps them achieve business goals and get things done more effectively.
3. A strategy to drive adoption including communications, readiness and community.
4. A benchmark, KPIs and success stories to help demonstrate success internally, improve and expand.
BUSINESS-DRIVEN IT PRINCIPLESCreate and implement solutions
that solve business problems
with success measured by user
adoption Work closely with the business
Translate technology into business value
Map capabilities into a solution
DEFINE A VISION
Define how technology will
transform how people work
together
Envision where you want to be
Identify business challenges
Showcase: Winning User Adoption Strategies from Best Buy, Nationwide Insurance & Trek Bikes (SPC209)
Tuesday, March 04 2014 1:45 PM – 3:00 PMDux Raymond Sy (AvePoint); Matthew Ruderman (Best Buy); Sarah Haase (Best Buy); Steve Novoselac (Trek Bicycle Corporation); Chris Plescia (Nationwide Insurance)
Business Problem Example:
Engaging employees, finding and sharing information is slow and not effective
What are your business goals and how do you prioritize them?
What are the main challenges and pain points you are facing when trying to achieve them?
What is keeping our people from communicating more effectively?
What are the technical blockers impeding success?
Questions to ask…
Yammer Success Center Resources• Vision Template
1. A deep understanding of the business goals, as well as people challenges and needs to achieve them.
2. A solution that people love and that helps them achieve business goals and get things done more effectively.
4. A benchmark, KPIs and success stories to help demonstrate success internally, improve and expand.
3. A strategy to drive adoption including communications, readiness and community.
What do you need to be successful?Common attributes to success
DEFINE YOUR SOLUTION
Put users at the center of the
experience
Focus on the user experience
Make the solution belongs to users
Ask people about areas for improvements
SIMPLIFY & START SMALL
Break down your approach into
incremental steps
Identify “low hanging fruits” to begin withKeep it simple to avoid overwhelming people
Get the right team for your pilot
Does your solution match these factors*?Rogers defines several intrinsic characteristics of innovations that
influence an individual’s decision to adopt or reject an innovation.
Everett M. Rogers (March 6, 1931 – October 21, 2004) was a
communication scholar, sociologist, writer, and teacher. He is best
known for originating the diffusion of innovations theory and for
introducing the term early adopter. * Source: Diffusion of innovations, Wikipedia
Relative Advantage
1
Compatibility
2
Complexity or Simplicity
3
Trialability
4
Observability
5Yammer Success Center Resources• Use Case Template
What do people want?
SharePoint End-Users Study, April 2013
United States:
8 Focus Groups (4 IT Pros; 4 Users)
6 Individual Interviews (IDIs) (IT Pros)
300 Respondents to Online Survey (users)
Germany:
300 Respondents to Online Survey (users)
Japan:
200 Respondents to Online Survey (users)
Global Approach - Summary
4 4 6 800End Users
Focus Groups (8
people/each)
IT Pros Focus Groups
(8 people/each)
IT Pros IDIs(1:1)
Online Survey(users)
Top SharePoint Benefits (800+ users)
QU
ALI
TATIV
E Im
port
ance
Rati
ng
10% 15% 20% 25% 30% 35% 40% 45% 50% 55%125
150
175
200
225 A new and simpli-fied user experi-
ence
Store and sync your documents
Share your stuff
Keep projects on trackOrganize and keep
teams in sync
Find what you need
Find the right people
Access your stuff from anywhere
X-Axis: L12. Please select up to three features that are MOST appealing. Y-Axis: Qualitative Assessment based on Focus GroupsBase: Total Respondents (N = 783)
QUANTITATIVE Appeal Rating
Source: SharePoint End-User Study, Apr 2013, Microsoft Corporation
Top Tasks Also Differ by Roles & FunctionsEngineering, Research &
DevelopmentOperations, Manufacturing & LogisticsSales, Marketing, PR & Communications
Administration, HR & Legal Services Accounting, Finance & Procurement All
Share best practices across geographies
Gather & process forms from employees
Improve and monitor business processes
Pull data and build financial reports
Align Sales and Marketing teams
Store, sync and share your documents
Source: SharePoint End-User Study, Apr 2013, Microsoft Corporation
Getting StartedUse cases by functions1.Store, sync and share your
content2.Keep everyone on the same page3.Stay on track and deliver on time4.Find what you need5.Find the right people6.Make informed decisions
HROnboard new employeesKeep everyone informed
R&D, Production & OperationsShare your knowledgeBoost business processes
Sales & MarketingMake customers & partners happyEngage your audience onlineAlign your teams
Finance & AccountingCrunch the numbers together
LegalHelp meet compliance needs
Information TechnologyProvide the right supportEmpower people and stay in control
Source: SharePoint End-User Study, Apr 2013, Microsoft Corporation
Summary: Top scenarios
“We want them to love this tool, and part of that is not only listening to employees, but taking that feedback and truly turning it around and implementing that feedback.”
Jeff SchumanNationwide
Nationwide: Building a World-Renowned Intranet with SharePoint 2013 and Yammer (SPC311)
Tuesday, March 04 2014 9:00 AM - 10:15 AMChris Plescia ; James Tsai ; Jeff Schumann ; Matt Huber ; Shawn Domer
1. A deep understanding of the business goals, as well as people challenges and needs to achieve them.
2. A solution that people love and that helps them achieve business goals and get things done more effectively.
4. A benchmark, KPIs and success stories to help demonstrate success internally, improve and expand.
3. A strategy to drive adoption including communications, readiness and community.
What do you need to be successful?Common attributes to success
DRIVE AWARENESS & EXCITEMENTInspire and create anticipation
“If people understand how it’s
going to help them they will
be more motivated to learn it.” Show people what’s in it for them
Involve corporate communications
Leverage sponsors and early adopters
Showcase: Winning User Adoption Strategies from Best Buy, Nationwide Insurance & Trek Bikes (SPC209)
Tuesday, March 04 2014 1:45 PM – 3:00 PMDux Raymond Sy (AvePoint); Matthew Ruderman (Best Buy); Sarah Haase (Best Buy); Steve Novoselac (Trek Bicycle Corporation); Chris Plescia (Nationwide Insurance)
Nationwide: Building a World-Renowned Intranet with SharePoint 2013 and Yammer (SPC311)
Tuesday, March 04 2014 9:00 AM - 10:15 AMChris Plescia ; James Tsai ; Jeff Schumann ; Matt Huber ; Shawn Domer
STAY ENGAGED & “ALWAYS ON”
Rally people around the solution
Establish communication avenues
Seek feedback and act on it
Clearly communicate goals & timeline
Nationwide: Building a World-Renowned Intranet with SharePoint 2013 and Yammer (SPC311)
Tuesday, March 04 2014 9:00 AM - 10:15 AMChris Plescia ; James Tsai ; Jeff Schumann ; Matt Huber ; Shawn Domer
Showcase: Winning User Adoption Strategies from Best Buy, Nationwide Insurance & Trek Bikes (SPC209)
Tuesday, March 04 2014 1:45 PM – 3:00 PMDux Raymond Sy (AvePoint); Matthew Ruderman (Best Buy); Sarah Haase (Best Buy); Steve Novoselac (Trek Bicycle Corporation); Chris Plescia (Nationwide Insurance)
EDUCATE PEOPLE & INCREASE CONFIDENCEKick off a user community
Deliver simple and engaging training
One size doesn’t fit all
Bring people together
GroomChampionsChampions are not only passionate about what they do, but are also excited to evangelize solutions, and help their peers to learn how to use them.
24% Recognition for expertise and efforts
29% A formal program
55% “It makes my job easier when others around me know how to use SharePoint”
12
%
Cert
ifica
tio
n14
% M
inor
com
pensa
tio
n
How to motivate Champions?
Best Buy: The rise of the ninjas—a SharePoint 2013 user adoption story (SPC296)
Tuesday, March 4, 2014, 3:15 PM-4:30 PM Matthew Ruderman; Sarah Haase
DemoResources availableCyrielle Simeone
1. A deep understanding of the business goals, as well as people challenges and needs to achieve them.
2. A solution that people love and that helps them achieve business goals and get things done more effectively.
4. A benchmark, KPIs and success stories to help demonstrate success internally, improve and expand.
3. A strategy to drive adoption including communications, readiness and community.
What do you need to be successful?Common attributes to success
MEASURE & EXPAND
Showcase success, celebrate,
grow and reiterate
Measure progress against benchmark
Improve solution based on user feedbackAdd more scenarios, one step at a time
Identify KPIs based on desirable outcomes. For example Satisfaction, Usage, and KPIs related to the solution (time to process an order, turn over, etc…).
Evaluate where you are before getting started :establish your benchmark and prepare User Surveys.
Measure progress on KPIs with Analytics and recurring Surveys.
Talk to people, gather success stories and quotes in 1:1 or 1:few interviews and roundtables.
Yammer Success Center Resources• Success Booklet: 31 days of Yammer
Office 365 Adoption Kit• http://aka.ms/o365kit (Employee Satisfaction Survey templates)
What do you need to showcase success?A of mix Qualitative & Quantitative results
How to transform your business?Summary
What Do I Need? Why?
Business Relevant Problem Need For Change
Solution to Problem Path to Change
Champions & Sponsors To Inspire and Drive Change
Implementation and Adoption Plan How to change
GET STARTED TODAY WITH FASTTRACK !Go to http://aka.ms/fasttrackspc
Enter the Promo Code “SPC2014”
Start your Office 365 experience
Provision scenarios to pilot members
Get direct feedback from your users and improve scenarios on your needs
Utilize guided deployment plans and change management resources
MORE RESOURCES AVAILABLEFor end users learning & change
management guidance
Visit the Office 355 Learning Center
Download the Office 365 Adoption Kit
Browse through the Social Journey Resources
It’s all in FastTrack…
Visit www.DiscoverSharePoint.com
Don’t miss the new Discover SharePoint app!http://aka.ms/dspapp
http://aka.ms/o365learning
http://aka.ms/o365kit
http://aka.ms/socialkit
Adoption track at SPCSession Code
Title Speaker(s) Time Room
SPC100 Beyond Deployment: How IT Can Transform the Business and Drive User Adoption?
Cyrielle Simeone (Microsoft)Dux Raymond Sy (AvePoint)Steve Caravajal (Microsoft)
Monday, March 03 2014 3:45 PM - 5:00 PM
Veronese 2401-2506
SPC277 Lessons learned from a support engineer: where there was no planning, there was no adoption
Eric Harlan (Microsoft) Tuesday, March 04 2014 9:00 AM - 10:15 AM
Veronese 2401-2506
SPC209 Showcase: Customer Panel on User Adoption Dux Raymond Sy (AvePoint)Matthew Ruderman (Best Buy)Sarah Haase (Best Buy)Steve Novoselac (Trek Bicycle Corporation)Chris Plescia (Nationwide Insurance)
Tuesday, March 04 2014 1:45 PM – 3:00 PM
Murano 3204-3306
SPC217 Making SharePoint Collaboration Rock by Increasing Discoverability
Scott Jamison (Jornata) Wednesday, March 05 2014 9:00 AM – 10:15 AM
Marcello 4401-4506
SPC215 Tips & Tricks to make the most out of your SharePoint site and maximize adoption
Laura Rogers (Rackspace Hosting)Jennifer Ann Mason (Rackspace Hosting)
Wednesday, March 05 2014 3:15 PM – 4:30 PM
Marcello 4401-4506
Post-Event SharePoint Power User training: building configurable solutions
Laura Rogers (Rackspace Hosting)Jennifer Ann Mason (Rackspace Hosting)
Thursday, March 6 2014 1:00 PM – 5:00 PM
Related sessionsSession Code
Title Speaker(s) Time Room
SPC106 A comprehensive strategy to drive business value with SharePoint
Naomi Moneypenny Tuesday, March 4, 2014, 9:00 AM-10:15 AM
Marcello 4401-4506
SPC107 Overcoming barriers to achieve social business success and adoption
Sue Hanley Tuesday, March 4, 2014, 5:00 PM-6:15 PM
Lando 4204-4306
SPC276 Lead the BYOD Revolution: Effectively Manage a Multi-Device & Multi-Generational Workforce
Dux Raymond Sy Tuesday, March 4, 2014, 5:00 PM-6:15 PM
Lando 4201-4303
SPC295 Cargill: Real-world challenges and value in introducing enterprise social
Melanie Hohertz Tuesday, March 4, 2014, 10:45 AM-12:00 PM
Delphino 4001-4102
SPC100 Trek Bikes: pedaling past complex collaboration problems in the enterprise
Steve Novoselac Monday, March 03 2014 3:45 PM - 5:00 PM
Delphino 4005-4106
SPC311 Nationwide: Building a World-Renowned Intranet with SharePoint 2013 and Yammer
Chris Plescia ; James Tsai ; Jeff Schumann ; Matt Huber ; Shawn Domer
Tuesday, March 04 2014 9:00 AM - 10:15 AM
Murano 3204-3306
SPC296 Best Buy: The rise of the ninjas—a SharePoint 2013 user adoption story
Matthew Ruderman; Sarah Haase Tuesday, March 4, 2014, 3:15 PM-4:30 PM
Lando 4204-4306
Thank you!
Join us on the “Adoption track” group (SPC Yammer Network)
ConnectInteract with Microsoft pros, engineers, MVPs, Insiders, and industry influencers.
DiscoverLearn about the latest news, updates, trends, and best practices in the information technology industry.
EngageParticipate in community discussions around Office 365 topics, provide feedback, and ask questions.
Get started at www.yammer.com/itpronetwork
Join us on the Office 365 IT Pro NetworkThe new Yammer network just for you.
© 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.
