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End User Adoption for the Real World

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D'arce Hess
D'arce Hess

This document discusses end-user adoption of new technologies. It identifies common reasons why adoption fails, such as inadequate training, systems being hard to use, and lack of management support. It then provides recommendations for improving adoption rates, including developing a change management plan with guidance resources and training; getting management buy-in; and establishing governance guidelines along with ongoing content development.

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D’arce Hess, MVP, PSM End-User Adoption for the Real World SPS Ottawa 2018
AGENDA Introductions Why Adoption Fails How to Change Take Aways
INTRODUCTIONS
D’arce Hess, MVP, PSM President | DH Consulting LLC dhess@dhconsulting.me https://darcehessllc.com @darcehess https://www.linkedin.com/in/darcehess
WHY ADOPTION FAILS
What do you think? [audience participation]
Inadequate user training * -- AIIM “The Impact of SharePoint” 2016
Hard to use * -- AIIM “The Impact of SharePoint” 2016
Lack of Senior Management Support * -- AIIM “The Impact of SharePoint” 2016
Change Management Shortcomings * -- AIIM “The Impact of SharePoint” 2016
Lack of support for mobile devices * -- AIIM “The Impact of SharePoint” 2016
Understanding Governance
HOW TO CHANGE
www.websitename.com 01 • Build a drip campaign. Start a few months before launch Change Management • Create a Guidance Site • Launch a challenge or reason for people to visit portions of the intranet • Have resources available to help with questions • Have a living governance plan
30% • Provide a Guidance Site • Videos • Intranet Champions • Yammer Group • Weekly power hour webcast • Classroom Training • Virtual Training • Site Content Managers Training
Get Management Support • Show potential cost savings • Gain analytics into ROI • Ease of management • Better security features •
Provide Governance • Where are the bumpers? • Avoid Shelfware • Allow for flexibility • About business processes, not just SharePoint • When to use what • Permissions management • Self Service site creation • Roles and Responsibilities
TAKE AWAYS
Engage users Build excitement and engagement before launch Change Management Have a plan how the changes affect users and able to support the process. Take Aways Training Classroom training alone is not enough. Must be on- going Governance Provide guides to encourage use without allowing users to get hurt Management Support Management needs to be engaged and supportive of process and helping remove roadblocks to adoption Write Great Content Structure and good content will drive adoption. Intranet must be usable and consumable

More Related Content

End User Adoption for the Real World

  • 1. D’arce Hess, MVP, PSM End-User Adoption for the Real World SPS Ottawa 2018
  • 2. AGENDA Introductions Why Adoption Fails How to Change Take Aways
  • 4. D’arce Hess, MVP, PSM President | DH Consulting LLC dhess@dhconsulting.me https://darcehessllc.com @darcehess https://www.linkedin.com/in/darcehess
  • 6. What do you think? [audience participation]
  • 7. Inadequate user training * -- AIIM “The Impact of SharePoint” 2016
  • 8. Hard to use * -- AIIM “The Impact of SharePoint” 2016
  • 9. Lack of Senior Management Support * -- AIIM “The Impact of SharePoint” 2016
  • 10. Change Management Shortcomings * -- AIIM “The Impact of SharePoint” 2016
  • 11. Lack of support for mobile devices * -- AIIM “The Impact of SharePoint” 2016
  • 14. www.websitename.com 01 • Build a drip campaign. Start a few months before launch Change Management • Create a Guidance Site • Launch a challenge or reason for people to visit portions of the intranet • Have resources available to help with questions • Have a living governance plan
  • 15. 30% • Provide a Guidance Site • Videos • Intranet Champions • Yammer Group • Weekly power hour webcast • Classroom Training • Virtual Training • Site Content Managers Training
  • 16. Get Management Support • Show potential cost savings • Gain analytics into ROI • Ease of management • Better security features •
  • 17. Provide Governance • Where are the bumpers? • Avoid Shelfware • Allow for flexibility • About business processes, not just SharePoint • When to use what • Permissions management • Self Service site creation • Roles and Responsibilities
  • 19. Engage users Build excitement and engagement before launch Change Management Have a plan how the changes affect users and able to support the process. Take Aways Training Classroom training alone is not enough. Must be on- going Governance Provide guides to encourage use without allowing users to get hurt Management Support Management needs to be engaged and supportive of process and helping remove roadblocks to adoption Write Great Content Structure and good content will drive adoption. Intranet must be usable and consumable