#SPSSAN June 30, 2012 San Diego Convention Center Keeping the Feedback Loop Alive with SP.

#SPSSAN

June 30, 2012 San Diego Convention Center

Keeping the Feedback Loop Alive with SP

#SPSSAN

My background

Strategic Communicationshttp://waggeneredstrom.com/

What version of SharePoint are you using?

WAGGENER EDSTROM WORLDWIDE OFFICES

Austin • Beijing • Bengaluru • Boston • Delhi • Hong Kong • Johannesburg • London • Mumbai • Munich

New York • Paris • Portland • San Francisco • Seattle • Shanghai • Singapore • Washington, D.C.

WAGGENER EDSTROM SUBSIDARIES

Maloney + Fox −New York • Shout−Korea • Buchan Consulting Group − Australia

GLOBAL ALLIANCE PARTNERSAustralia • Benelux • Brazil • Brussels • Canada • Central and Eastern Europe • Czech Republic • Israel • Italy • JapanKenya • Korea • LATAM • Malaysia • Middle East • Nordics • Philippines • Poland • Portugal Russia • Spain • ThailandTaiwan • Turkey • Vietnam

Over 15 years experience in IT, web design to Information Management and System Integration

Implemented all versions of SP

Currently using SP 2010 for Intranet and Extranet platforms. Planning to upgrade in Q1 2013.

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Agenda

User Feedback Loops

Why so important for SP solutions?

SP Feedback Tool options

Things to watch out for

Case Studies

Examples of Feedback Loops

What Worked – What Didn’t

Gather

Report

ActMeasure

Implement

Iterative Design Cycle

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Why Are User Feedback Loops So Important?

Feedback from users can help:Inform iterative design cycles

Focus resource efforts

Determine feature set choices

Identify “power user” learning opportunities

Drive adoption

To gain status updates on:• New feature usage• New content ideas• New process/solution ideas• Training needs

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Why So Important for SP Solutions?

Additional SP Considerations:Broad spectrum of solutions

Build/design tools for regular users

Multiple integration points

Overlap with other solution sets

Governance plan must be evergreen

Your company’s culture/process

ROI & VOI metrics:Platform performance

Business Process

Feature Usage

Content Value

Types of SP Feedback tools:System Tools

Survey Tools

Feature Tools

Solicited vs. Derived requirements

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Watch out for…During info-gathering stage:

Ambiguous feedback questions (too many metrics in one question, screenshots, etc.)

Middle of the fence answer matrix (1-4 vs. 1-5 + qualifier)

Limited attention span (max 10 questions, mail merge “Hello Jim…”)

During decision-making stage and implementation:

Tunnel vision on SharePoint feature sets (Silverlight, tagging, customization)

Executive trumping that doesn’t solve specific biz problems (“Let’s do BI!”)

Loudest squeaky wheel and other distractions (broken things, new process, etc.)

Using ITIL as a service framework helps keep things on track.

http://www.itil-officialsite.com/

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SP Feedback Tools Pros Cons

Site Administration Reports • Configured out-of-the-box• Happens automatically (low effort)

Search logs• Configured out-of-the-box• Happens automatically (low effort)• Great way to manage keywords & best bets

• Needs more configuration for best results• Best to watch trends over time

Web analytics • Configured out-of-the-box• Happens automatically (low effort)

• Needs more configuration for best results• Best to watch trends over time

Notification Emails/Alerts• Self-service feedback loop• Helps employees monitor site security and

content updates

• Dependent on site owner or individual to set up and monitor

Workflows• Creates a business process loop• Makes it easier to find process break points

and fix quickly

• SharePoint Designer expertise (and patience)

SharePoint System Tools (derived requirements)

People

ProcessTechnology

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SP Feedback Tools Pros Cons

Surveys Quick & easy to build and administer • Limitations on QA structure• Results have to be exported to find value

InfoPath forms• More control over QA structure• Can use images• Library manages results easier

• More time to build

Interviews

• In-depth feedback & context• Desktop sharing options• Shows that you care • Trends show in a group as small as 8-10

• Time-consuming• Smaller survey base means each response

matters more

Brownbag Learning Sessions

• Creates feedback and peer group for site owners

• Can be administered primarily by other power users

• Extends training efforts

• Competing priorities

SharePoint Survey Tools

People

ProcessTechnology

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SP Feedback Tools Pros Cons

Comments on blogs & feature stories

• Can add in many places• Ongoing feedback loop

• They post to “Thoughts” tab on My Site (buried)• Layout limitations

“Like It” & Tagging • Can add in many places• Ongoing feedback loop

• They post to “Thoughts” tab on My Site (buried)• Business value may not be obvious to users

Rate this article • Can add in many places• Ongoing feedback loop

• Ambiguity about rating scale• Cultural shift

SharePoint Feature Tools

People

ProcessTechnology

Other feedback tools you’ve used?

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Feedback Loops We’ve Created

1. Home Page Quick Poll

2. Blogs

3. Comments on feature stories

4. Agency-wide InfoPath survey twice yearly

5. Phone interviews and desktop-sharing sessions

6. Super user brownbag learning sessions

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1 - Intranet Home Page Quick PollFeedback Value:

It’s fun

Instant gratification

Good way to gather in-the-moment feedback about any topic

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2 - Blogs

Feedback Value:Biz units can communicate with employeesCreates employee self-help pathsQuick set-up – quick ROI

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Internal Blog Example #1Intranet Redesign Feedback

Feedback Value:Builds conversation between employees

Great way to get preliminary feedback during design phase

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Internal Blog Example #2Intranet Award Feedback

Feedback Value:Illustrates SP value to the organization & mngmnt

Triggers users to consider additional SP solutions

Does your organization blog?

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3 - Intranet Feature Comments

Feedback Value:

Easy to update with additional info based on user need

Attracts interest to important stories

Creates instant communities of interest and self-help opportunities

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4 - InfoPath Surveys

Feedback Value:Can gather very specific feedback about a feature

Easy to track results in an Excel doc connected to the form library

Can identify employees willing to participate further in focus groups or interviews

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Quarterly Feedback Summaries

Q1 Report

Q3 Report

Feedback Value:Reveals usage trends and problems

Great way to summarize increasing business value of SP solutions for management

How do you report SP solution status to your business?

How often?

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5 - Extranet Case Study: Phone Interviews & Desktop Sharing

Feedback Value:Targeted feedback from power users

Can see how the employee is using the solution and quickly identify problem areas

Adds depth and context to your results

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6 - Brownbag Learning Sessions

Feedback Value:Increases # of SP power users (beyond lists & libraries)

Widens the scope of SP solution sharing (build it once, use it broadly)

The more employees understand SP the easier it will be for you to build solutions for them.

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Additional Feedback Loop Resources• SharePoint 2010 Submit Feedback Flyout WebPart using jquery

http://spcrew.com/blogs/Lists/Posts/Post.aspx?ID=28

• http://www.buckleyplanet.com/2011/08/building-feedback-loops-its-the-process-stupid.html

• http://jaclynsaito.wordpress.com/2011/10/11/spc2011-drive-adoption-and-get-users-excited-about-sharepoint-spc102/

• http://tagthink.com/whitepapers/whitepapers/10-best-practices-for-sharepoint-collaboration.html

• http://www.talking-sharepoint.com/tag/sharepoint-project-management/

• http://office.microsoft.com/en-us/sharepoint-server-help/enable-users-to-rate-content-HA101791797.aspx

Thank you!

Lara Ferguson

[email protected] Please be sure to fill out your session evaluation!

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The After-Party: SharePint

Karl Strauss Brewing Company

1157 Columbia Street 

San Diego, CA 92101Phone: 619-234-2739

Immediately following event closing & prize drawings (@6:30 pm)

Directions (.9 miles):1. Head northeast on 1st Ave2. Turn left onto W B St 3. Turn left onto Columbia StKarl Strauss will be on the left

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June 30, 2012 San Diego Convention Center

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