P12035 simplifiedtech-uadeck-sharedeck

5/1/12

1

User Adop.on Strategies for CIOs and IT Managers

Michael Sampson

4

Agenda—The Four S’s 3 2 1

5/1/12

2

Examine the … Situa.on 1

Consider various … Strategies 2

5/1/12

3

Look at the … Survey Results 3

4

Share some … Experiences

5/1/12

4

Where am I coming from?

•  Collabora.on Strategist – Author – Workshop Leader – Analyst

•  Work with end-‐user organiza.ons •  Strategies for Making Collabora5on Work – Culture – Governance – Adop.on

Clients, workshops, and seminars around the world

5/1/12

5

Speaker at conferences on making collabora.on work

Book: SharePoint Roadmap

•  SharePoint Roadmap for Collabora.on book

•  How to do “the business stuff” with SharePoint – Governance – Engagement – User Adop.on – Quick Start

michaelsampson.net/sharepointroadmap.html

5/1/12

6

Book: Collabora.on Roadmap

•  Collabora.on Roadmap – You’ve Got the Technology—Now What?

•  Doing “the business stuff” –  Technology – Governance –  Engagement

– User Adop.on

michaelsampson.net/collabora.onroadmap.html

Book: User Adop.on Strategies (2nd Ed)

•  User adop.on is the #1 challenge with collabora.on tools and approaches – Theory – Framework – Prac.cal Strategies – Developing an Approach

•  Due May 2012

michaelsampson.net/useradop.on2.html

5/1/12

7

Examine the … Situa.on 1

… some amazing collabora.on tools Vendors have released …

IBM Connec.ons Microsoi SharePoint

Jive

5/1/12

8

… ready and able to help Business partners are …

… available to forward-‐thinking firms Significant opportuni.es are …

5/1/12

9

Great technology is NOT enough

5/1/12

10

Biggest Impediment: Lack of Understanding

•  AIIM study, figure 10

AIIM (2009)

90% People, 10% Technology

Business driver (the why) Team culture Interpersonal trust Interdependence Incen.ves Social paoerns

Product Features

www.netage.com

5/1/12

11

Avoiding Failure vs. Chasing Success

AVOIDING FAILURE

•  Good infrastructure •  Responsive applica.ons

CHASING SUCCESS

•  Client support and Business acceptance

•  Training •  Engagement processes

•  Branding •  Best prac.ces •  User manuals •  Communi.es of prac.ce

•  Customer service

Stephens (2005)

How IT creates business value

Ward & Daniel (2006)

IS/IT conversion process IS/IT use process Compe..ve process

IT management/ conversion process

Appropriate/ inappropriate use

Compe..ve posi.on/ compe..ve dynamics

IS/IT expenditure

IS/IT assets

IS/IT impacts

Organiza.onal performance

5/1/12

12

Really Understand the Technology

Outline the Vision

Accept that Technology is a Small Factor in Success

Determine Your Governance Approach

Make Every Effort to Engage the Business Apply Inten.onal Energy to Adop.on

Pursue Increasing Value

Really Understand the Technology

Outline the Vision

Accept that Technology is a Small Factor in Success

Determine Your Governance Approach

Make Every Effort to Engage the Business Apply Inten.onal Energy to Adop.on

Pursue Increasing Value

5/1/12

13

Adop.on doesn’t just happen

No adop.on = No value Adop.on strategy = Increasing the odds of value Business case assumes 100% adop.on. Oops.

EXPLORING 1

Poor adop.on is a common issue EXPLORING 2

5/1/12

14

“The hard part is getng people to use it in a way which makes them more produc.ve.”

SharePoint


“There are plenty of examples of failed social soiware projects. Why did they fail? Because they were not embraced by users.”

SharePoint Socialtext

5/1/12

15


“There are plenty of examples of failed social soiware projects. Why did they fail? Because they were not embraced by users.”

“Administrators oien find it difficult to teach business users how new tools can help them in their work. People are busy, and scared.”

SharePoint Socialtext IBM Connec.ons

Adop.on is a process, not an event EXPLORING 3

5/1/12

16

Four Stage Model of User Adop.on

STAGE 4 Making It Real

STAGE 3 Enlivening Applicability

STAGE 2 Cul.va.ng

Basic Concepts

STAGE 1 Winning Aoen.on

Stage 1. Winning Aoen.on

They aren’t interested in features and capabili.es

How do we get them interested? What others are doing


5/1/12

17

Stage 2. Cul.va.ng Basic Concepts

Explain how the new stuff works Train how to use it

Provide grounding, conceptual understanding, and prac.cal experience

STAGE 2 Cul.va.ng

Basic Concepts


Stage 3. Enlivening Applicability

Explore reasons and value How could it apply to their work? “me, us, my group and team”


STAGE 2 Cul.va.ng

Basic Concepts


5/1/12

18

Stage 4. Making It Real

Make it real and personally relevant It’s the new “now” way

Don’t shoot yourself in the foot



STAGE 2 Cul.va.ng

Basic Concepts


Consider various … Strategies 2

5/1/12

19


They aren’t interested in features and capabili.es

How do we get them interested? What others are doing



STAGE 2 Cul.va.ng

Basic Concepts


Exemplar Stories

•  How other people in your organiza.on are getng value and benefit

•  Real people, real situa.ons … “social proof” •  “I want that” •  On intranet, in newsleoers


5/1/12

20

Real-‐to-‐Life Scenarios

•  Narra.ve scenarios about how a group works – “A day in the life of customer services”

– “A project in the day of a research team”

•  Shows the possibili.es embedded in their reality

•  E.g., Seamless Teamwork – Team project scenario with SharePoint (end-‐to-‐end)


Senior Execu.ve Support

•  Senior execu.ves as involved as others – E.g., Senior Execu.ve Mee.ngs

– Execu.ve Modeling

•  Provides environmental context – Helpful, but insufficient to drive change


5/1/12

21


Explain how the new stuff works Train how to use it

Provide grounding, conceptual understanding, and prac.cal experience



STAGE 2 Cul.va.ng

Basic Concepts


Classroom Training

•  Teach the “what” of IBM Connec.ons (or other collabora.on tool) – Various design considera.ons – Good for dense concentra.ons of people – Hands-‐on = beoer learning


5/1/12

22

Web-‐Based Training

•  Live webinars, Recorded webinars, or E-‐learning courseware – Wide geographical coverage without travel – Self-‐paced instruc.on – Ease of upda.ng with new material


Pages on the Intranet

•  Help pages on the Intranet – Usually text heavy, can include screen recordings – Can be VERY boring, and LACK context – Self-‐paced instruc.on – Could include social engagement opportuni.es


5/1/12

23


Explore reasons and value How could it apply to their work? “me, us, my group and team”



STAGE 2 Cul.va.ng

Basic Concepts


Facilitated Group Re-‐Imagining

•  What are the ac.vi.es the group does today? – These are underpinned by assump.ons about technology capability sets

– BUT … these have changed – So what now? – How can we re-‐imagine work?


5/1/12

24

Sandbox for Experimenta.on

•  A place to play and try things out – Less about “doing business” – More about “what could this do for me or us?”


Easy First Steps

•  Help them to accomplish the first things – Setng their profile

– Uploading a picture – Crea.ng subscrip.ons – Looking at the various places – Subscribing to a relevant community

•  Changes it: –  from “a system out there” –  to “something I am involved with”


5/1/12

25

One-‐to-‐One Coaching

•  Observa.onal learning about current work prac.ce

•  In-‐situ recommenda.ons or ideas: – “Did you know you could …” – “Have you tried doing it this way …” – “Why are you clicking into there?”

•  Also called “Over-‐the-‐shoulder watching”



Make it real and personally relevant It’s the new “now” way

Don’t shoot yourself in the foot



STAGE 2 Cul.va.ng

Basic Concepts


5/1/12

26

Stop Doing, Start Doing Paoerns

•  A mini-‐ac.vity or set of sequences for a group – Frequently repeated, well embedded

– A way of encapsula.ng the transi.on from the old to the new •  Document reviews •  Discussions •  Finding exper.se

– Accountability lever


Internal User Group

•  Internal group made up of suppor.ve individuals – Focus is on doing work beoer with the new stuff – Discussions, Asking ques.ons, Finding exper.se, Moaning together


5/1/12

27

Zero Other Op.ons

•  Treat the new system as the place of work – Post the mee.ng notes

– Upload the latest document version – Keep team member details – “We do work in here”

•  Don’t make excep.ons for people


Look at the … Survey Results 3

5/1/12

28

186

59

Total Respondents

IBM Connec.ons

100

500

1000

5000

10000

10000

Less than

101 to

501 to

1001 to

5001 to

Over

15.3%

8.5%

8.5%

15.5%

5.1%

47.5%

IBM Connec5ons respondents

5/1/12

29

IBM Connec.ons (59)

Use

IBM Connec.ons (59)

1

Use

5/1/12

30

IBM Connec.ons (59)

1 2

Use

IBM Connec.ons (59)

1 2 3

Use

5/1/12

31

IBM Connec.ons (59)

4

1 2 3

Use

Use

IBM Connec.ons (59)

5

4

1 2 3

5/1/12

32



STAGE 2 Cul.va.ng

Basic Concepts


Execu.ve Sponsorship

Internal User Group

Embedded Champion



IBM Connec.ons—Use of the Strategies Easy First Steps

IBM Connec.ons (59)

Effec.veness

5/1/12

33

IBM Connec.ons (59)

1

Effec.veness

IBM Connec.ons (59)

1 2 Effec.veness

5/1/12

34

IBM Connec.ons (59)

1 2

3 Effec.veness

IBM Connec.ons (59)

4 1 2

3 Effec.veness

5/1/12

35

IBM Connec.ons (59)

5

4 1 2

3 Effec.veness

IBM Connec.ons (59)

5

4 1 2

3

6

Effec.veness

5/1/12

36



STAGE 2 Cul.va.ng

Basic Concepts



Stop Doing, Start Doing PaSerns

Embedded Champion


IBM Connec.ons—Effec.veness Easy First Steps



Embedded Champion

Easy First Steps

5/1/12

37



Embedded Champion


Easy First Steps Stop Doing, Start Doing Paoerns

186

105

Total Respondents

Microsoi SharePoint

5/1/12

38

SharePoint Respondents (105)

Employees


Use

5/1/12

39


1

Use


1

2

Use

5/1/12

40


1

2 3=

3= 3=

Use



STAGE 2 Cul.va.ng

Basic Concepts



Embedded Champion

Pages on the Intranet

SharePoint—Use of the Strategies

Classroom Training


5/1/12

41


Effec.veness


1

Effec.veness

5/1/12

42


1

2

Effec.veness


1

2 3

Effec.veness

5/1/12

43


4

1

2 3

Effec.veness


5

4

1

2 3

Effec.veness

5/1/12

44


5

4

1

2 3

6

Effec.veness



STAGE 2 Cul.va.ng

Basic Concepts



Internal User Group

Embedded Champion


SharePoint—Effec.veness Easy First Steps


5/1/12

45


Embedded Champion


Easy First Steps Embedded Champion



Internal User Group

5/1/12

46

Share some … Experiences 4

The Retail Firm CASE 1

5/1/12

47

Home improvement company

250,000 employees 1750 stores in US, Mexico, and Canada

(2010) US$50 Billion Revenue

Aim: improve processes

5/1/12

48

Aim: to bring people together

E.g., 2-‐3 kitchen specialists—different stores, different shiis

Early Adop.on Work (mid-‐2010)






STAGE 2 Cul.va.ng

Basic Concepts

5/1/12

49

“… viral adop.on did not work”

People need a level of competence to see possibili.es for viral adop.on to work

Early Adop.on Work (late-‐2010)

Execu.ve Sponsorship Sign-‐off to Proceed

Community Managers Embedded Champions




STAGE 2 Cul.va.ng

Basic Concepts

5/1/12

50

Adop.on Work (mid-‐2011)

Exemplar Stories The case of the Teflon Paint Tray =$1 million addi.onal revenue

Community Managers Embedded Champions




STAGE 2 Cul.va.ng

Basic Concepts

The Research Firm CASE 2

5/1/12

51

A division of Bayer AG (pharma)

BMS—15,000 employees at 30 loca.ons Bayer Group had switched from IBM to Microsoi

(late 2009) BMS piloted IBM Connec.ons (Sep 2011) Bayer Group selects Connec.ons

Aim—research collabora.on

Discover opportuni.es/exper.se across loca.ons E.g., similar research

5/1/12

52

Driver—the research scien.sts wanted it

Adop.on Plan (2011-‐2012)

Execu.ve Sponsorship CIO as ac.ve blogger

One-‐hour training as part of new workplace

Facilitated Workshops

Embedded Champions

Part of Standard Opera.ng Environment

Central Support Organiza.on




STAGE 2 Cul.va.ng

Basic Concepts

5/1/12

53

The University 3 CASE

Driver—giied the technology from the vendor

5/1/12

54





STAGE 2 Cul.va.ng

Basic Concepts

Adop.on Strategy

Execu.ve Support (some)

“Build It And They Will Come”

Failure

Academics not interested Not posi.oned in a way that made sense vs. LMS

IT staff lei the university. Ini.a.ve faltered.

5/1/12

55

The Bank 4 CASE

“... a friendly human face to help them navigate the tools.”

One-‐on-‐one training Facilitated team learning sessions

Answering their ques.ons

5/1/12

56

“Excellent adop.on” “Much success”

In … Summary 5

5/1/12

57

The vendors have done their part SUMMARY 1

Success at your firm is up to you

The ROADMAP approach

SUMMARY 2

5/1/12

58

What are you doing about adop.on? SUMMARY 3

Michael Sampson @collabguy michaelsampson.net

P12035 simplifiedtech-uadeck-sharedeck

Business

experience stage

newsleoers stage

real concepts stage

basic concepts stage

stage model of user

value adop

winning aoen

poor adop