Office 365 provides an incredible amount of value to individual employees, teams, departments and organizations. Much of this value is not realized immediately upon purchase or even deployment of Office 365. The value is realized as more and more users understand, adopt and embrace the technology that has been implemented. So how can organizations drive faster, sustainable and effective adoption? They perform campaigns, run activities, and take action.
Join Richard Harbridge as he shares industry leading real world experience, advice and activities that other customers are leveraging to get more from Office 365 and drive more meaningful adoption.
5. THE TOP 10 WAYS TO
IMPROVE ADOPTION...
1.Impact Business Objectives
2.Complete The Transition
3.Provide Effective Support
4.Plan For Adoption
5.Measure Adoption
6.Drive Awareness & Interest
7.Guide Understanding
8.Coach & Find Champions
9.Elicit & Capture Feedback
10.Integrate & Build Solutions
6. THE TOP 10 WAYS TO
IMPROVE ADOPTION...
1.Impact Business Objectives
2.Complete The Transition
3.Provide Effective Support
4.Plan For Adoption
5.Measure Adoption
6.Drive Awareness & Interest
7.Guide Understanding
8.Coach & Find Champions
9.Elicit & Capture Feedback
10.Integrate & Build Solutions
12. We would like to automate and imp e our
‘paper based ‘legal’ ‘contract mngmt’’
‘contract rvew processes. Specifically we would
like to ‘imprv request rspnse e’ by…
Break the objective down until you have S.M.A.R.T objectives.
13. THE TOP 10 WAYS TO
IMPROVE ADOPTION...
1.Impact Business Objectives
2.Complete The Transition
3.Provide Effective Support
4.Plan For Adoption
5.Measure Adoption
6.Drive Awareness & Interest
7.Guide Understanding
8.Coach & Find Champions
9.Elicit & Capture Feedback
10.Integrate & Build Solutions
14. THE TOP 10 WAYS TO
IMPROVE ADOPTION...
1.Have S.M.A.R.T Objectives
2.Complete The Transition
3.Provide Effective Support
4.Plan For Adoption
5.Measure Adoption
6.Drive Awareness & Interest
7.Guide Understanding
8.Coach & Find Champions
9.Elicit & Capture Feedback
10.Integrate & Build Solutions
15. THE TOP 10 WAYS TO
IMPROVE ADOPTION...
1.Have S.M.A.R.T Objectives
2.Complete The Transition
3.Provide Effective Support
4.Plan For Adoption
5.Measure Adoption
6.Drive Awareness & Interest
7.Guide Understanding
8.Coach & Find Champions
9.Elicit & Capture Feedback
10.Integrate & Build Solutions
18. REMOVE
ALTERNATIVES
& MAKE
MANDATORY…
Be proud; you
rock superstar
It’s never the nicest option, but from leadership down can be effective.
Share ideas and
docs in OneDrive
Look in Search
& Delve
Ask others for
help via Lync
Kick email butt
with Exchange
19. THE TOP 10 WAYS TO
IMPROVE ADOPTION...
1.Have S.M.A.R.T Objectives
2.Complete The Transition
3.Provide Effective Support
4.Plan For Adoption
5.Measure Adoption
6.Drive Awareness & Interest
7.Guide Understanding
8.Coach & Find Champions
9.Elicit & Capture Feedback
10.Integrate & Build Solutions
20. THE TOP 10 WAYS TO
IMPROVE ADOPTION...
1.Have S.M.A.R.T Objectives
2.Embrace The Office 365 Suite
3.Provide Effective Support
4.Plan For Adoption
5.Measure Adoption
6.Drive Awareness & Interest
7.Guide Understanding
8.Coach & Find Champions
9.Elicit & Capture Feedback
10.Integrate & Build Solutions
21. THE TOP 10 WAYS TO
IMPROVE ADOPTION...
1.Have S.M.A.R.T Objectives
2.Embrace The Office 365 Suite
3.Provide Effective Support
4.Plan For Adoption
5.Measure Adoption
6.Drive Awareness & Interest
7.Guide Understanding
8.Coach & Find Champions
9.Elicit & Capture Feedback
10.Integrate & Build Solutions
23. SUPPORT
POLICIES,
GUIDANCE
& PLANS…
How is Office 365 support managed and executed in your organization?
Objectives/Priorities
Roles and Responsibilities
Site Classification and Platform Classification
Content Standards
Site Provisioning Process/Questionnaire
Content Migration Process/Questionnaire
User Expectations Agreement
Support Agreement(s)
Training and Communication Plans
Usage Monitoring Plans
Taxonomy Management Plan
Site & Group Review Checklist(s)
Profile Policy & Guidance
User Lifecycle Policy
Security Standards & Guidance
Social Policies…
24. Tactical Support Team
Help Desk
Site Administrators
End Users
Learning Libraries/Online/Help
MULTIPLE
TIERS FOR
ESCALATION…
The core team supporting Office 365 can’t know everything or service everyone.
26. Books and Manuals
Online
MSDN
TechNet
Blogs
Cheat Sheets
One on One
Classroom Training
DIVERSIFY SUPPORT…
Provide multiple resources and mediums for people to learn and get help from.
27. THE TOP 10 WAYS TO
IMPROVE ADOPTION...
1.Have S.M.A.R.T Objectives
2.Embrace The Office 365 Suite
3.Provide Effective Support
4.Plan For Adoption
5.Measure Adoption
6.Drive Awareness & Interest
7.Guide Understanding
8.Coach & Find Champions
9.Elicit & Capture Feedback
10.Integrate & Build Solutions
28. THE TOP 10 WAYS TO
IMPROVE ADOPTION...
1.Have S.M.A.R.T Objectives
2.Embrace The Office 365 Suite
3.Policies, Guidance & Scale
4.Plan For Adoption
5.Measure Adoption
6.Drive Awareness & Interest
7.Guide Understanding
8.Coach & Find Champions
9.Elicit & Capture Feedback
10.Integrate & Build Solutions
29. THE TOP 10 WAYS TO
IMPROVE ADOPTION...
1.Have S.M.A.R.T Objectives
2.Embrace The Office 365 Suite
3.Policies, Guidance & Scale
4.Plan For Adoption
5.Measure Adoption
6.Drive Awareness & Interest
7.Guide Understanding
8.Coach & Find Champions
9.Elicit & Capture Feedback
10.Integrate & Build Solutions
49. THE TOP 10 WAYS TO
IMPROVE ADOPTION...
1.Have S.M.A.R.T Objectives
2.Embrace The Office 365 Suite
3.Policies, Guidance & Scale
4.Invest In Adoption
5.Share Usage Information
6.Drive Awareness & Interest
7.Guide Understanding
8.Coach & Find Champions
9.Elicit & Capture Feedback
10.Integrate & Build Solutions
50. THE TOP 10 WAYS TO
IMPROVE ADOPTION...
1.Have S.M.A.R.T Objectives
2.Embrace The Office 365 Suite
3.Policies, Guidance & Scale
4.Invest In Adoption
5.Share Usage Information
6.Drive More Awareness
7.Guide Understanding
8.Coach & Find Champions
9.Elicit & Capture Feedback
10.Integrate & Build Solutions
51. THE TOP 10 WAYS TO
IMPROVE ADOPTION...
1.Have S.M.A.R.T Objectives
2.Embrace The Office 365 Suite
3.Policies, Guidance & Scale
4.Invest In Adoption
5.Share Usage Information
6.Drive More Awareness
7.Guide Understanding
8.Coach & Find Champions
9.Elicit & Capture Feedback
10.Integrate & Build Solutions
53. Find a Person/
Expert
Post and discuss a
topic and/or
content
Manage a meeting
or event
Ask/ answer a
question
Make an
announcement
Find a Document
Send/exchange
information/
documents
Produce/manage
content
Tag content
Poll/survey a group
of people?
Rate or otherwise
infer sentiment (e.g.
“Like”)
Establish relationships
with people,
information and sites
Form serendipitous
connections via affinity-
based relationships
View activities across
team, community, or
network
Post/view/comment
on content and
media
View profile,
manage profile
PROVIDE USERS
GUIDANCE ON
WHAT THEY
CAN DO…
Make it simple and easy to understand all the things they can do today…
54. DOWNLOAD THE WHEN TO
USE WHAT IN OFFICE 365
ENTERPRISE USER GUIDANCE
WHITEPAPER!
It goes into much greater depth and can be found at WhenToUseWhat.com
55. Spend the majority of your efforts providing individual and group guidance.
Individual
Group
Organizational
GUIDANCE HAS
MULTIPLE LEVELS…
56. Personalize or base the matrixes you leverage on personas that change over time.
Office Video
Urgency/TimeSensitivity
Audience (Internal or External)
Skype For
Business
Call
IM
Skype
Presence
Skype for
Business
Online
Meetings
Outlook
E-Mail
OneDrive
for
Business
SharePoint
Team Sites
SharePoint
Intranet
Yammer Company
Communications
Yammer Groups
Office
365
Groups
Individual OrganizationalGroup
Ad-hoc/LowUrgent/High
Delve
BoardsGUIDE USERS FROM
WHERE THEY ARE…
Month 1 TargetMonth 2Month 3Month 4Month 5
57. Scenarios
Finding Someone With A Certain Expertise ◔ ● ● ◕ ◔ ◔
Ask Something, Don’t Know Whom To Ask ○ ● ◕ ◔ ◕
Do A Brainstorming Activity With My Team ◑ ● ● ◑ ◔ ●
Where Should Meeting Notes Be Captured,
Stored & Shared?
◕ ◕ ● ● ◔ ●
Where Should I Share Video? ○ ◑ ◔ ◔ ◔ ○ ◔ ●
Where Should I Share Photos? ○ ● ◕ ◑ ○ ◔
Have A Real Time Chat With A Colleague ● ◑ ○ ◑
Where Should I Put & Share Documents? ◔ ◕ ● ● ◔ ●
Have A Question Related To A Document? ◔ ● ◑ ◑ ◑ ◔ ◑
Invite A Colleague To Lunch ◕ ◔ ●
Provide A Note Of Congratulations/Praise ◔ ● ◔ ◑ ◕
Make An Organizational Announcement ◔ ● ◔ ◕ ◕
Remind The Team Of An Important Deadline ◑ ◔ ● ● ●
Within the whitepaper we have provided guidance on 13 common scenarios…
WANT MORE
SCENARIO
GUIDANCE?
58. DOWNLOAD THE WHEN TO
USE WHAT IN OFFICE 365
ENTERPRISE USER GUIDANCE
WHITEPAPER!
It goes into much greater depth and can be found at WhenToUseWhat.com
59. THE TOP 10 WAYS TO
IMPROVE ADOPTION...
1.Have S.M.A.R.T Objectives
2.Embrace The Office 365 Suite
3.Policies, Guidance & Scale
4.Invest In Adoption
5.Share Usage Information
6.Drive More Awareness
7.Guide Understanding
8.Coach & Find Champions
9.Elicit & Capture Feedback
10.Integrate & Build Solutions
60. THE TOP 10 WAYS TO
IMPROVE ADOPTION...
1.Have S.M.A.R.T Objectives
2.Embrace The Office 365 Suite
3.Policies, Guidance & Scale
4.Invest In Adoption
5.Share Usage Information
6.Drive More Awareness
7.Guide Better Usage
8.Coach & Find Champions
9.Elicit & Capture Feedback
10.Integrate & Build Solutions
61. THE TOP 10 WAYS TO
IMPROVE ADOPTION...
1.Have S.M.A.R.T Objectives
2.Embrace The Office 365 Suite
3.Policies, Guidance & Scale
4.Invest In Adoption
5.Share Usage Information
6.Drive More Awareness
7.Guide Better Usage
8.Coach & Find Champions
9.Elicit & Capture Feedback
10.Integrate & Build Solutions
65. THE TOP 10 WAYS TO
IMPROVE ADOPTION...
1.Have S.M.A.R.T Objectives
2.Embrace The Office 365 Suite
3.Policies, Guidance & Scale
4.Invest In Adoption
5.Share Usage Information
6.Drive More Awareness
7.Guide Better Usage
8.Coach & Find Champions
9.Elicit & Capture Feedback
10.Integrate & Build Solutions
66. THE TOP 10 WAYS TO
IMPROVE ADOPTION...
1.Have S.M.A.R.T Objectives
2.Embrace The Office 365 Suite
3.Policies, Guidance & Scale
4.Invest In Adoption
5.Share Usage Information
6.Drive More Awareness
7.Guide Better Usage
8.Continue Engaging Champs
9.Elicit & Capture Feedback
10.Integrate & Build Solutions
67. THE TOP 10 WAYS TO
IMPROVE ADOPTION...
1.Have S.M.A.R.T Objectives
2.Embrace The Office 365 Suite
3.Policies, Guidance & Scale
4.Invest In Adoption
5.Share Usage Information
6.Drive More Awareness
7.Guide Better Usage
8.Continue Engaging Champs
9.Elicit & Capture Feedback
10.Integrate & Build Solutions
72. THE TOP 10 WAYS TO
IMPROVE ADOPTION...
1.Have S.M.A.R.T Objectives
2.Embrace The Office 365 Suite
3.Policies, Guidance & Scale
4.Invest In Adoption
5.Share Usage Information
6.Drive More Awareness
7.Guide Better Usage
8.Continue Engaging Champs
9.Elicit & Capture Feedback
10.Integrate & Build Solutions
73. THE TOP 10 WAYS TO
IMPROVE ADOPTION...
1.Have S.M.A.R.T Objectives
2.Embrace The Office 365 Suite
3.Policies, Guidance & Scale
4.Invest In Adoption
5.Share Usage Information
6.Drive More Awareness
7.Guide Better Usage
8.Continue Engaging Champs
9.Engage Users For Feedback
10.Integrate & Build Solutions
74. THE TOP 10 WAYS TO
IMPROVE ADOPTION...
1.Have S.M.A.R.T Objectives
2.Embrace The Office 365 Suite
3.Policies, Guidance & Scale
4.Invest In Adoption
5.Share Usage Information
6.Drive More Awareness
7.Guide Better Usage
8.Continue Engaging Champs
9.Engage Users For Feedback
10.Integrate & Build Solutions
77. THE TOP 10 WAYS TO
IMPROVE ADOPTION...
1.Have S.M.A.R.T Objectives
2.Embrace The Office 365 Suite
3.Policies, Guidance & Scale
4.Invest In Adoption
5.Share Usage Information
6.Drive More Awareness
7.Guide Better Usage
8.Continue Engaging Champs
9.Engage Users For Feedback
10.Integrate & Build Solutions
78. THE TOP 10 WAYS TO
IMPROVE ADOPTION...
1.Have S.M.A.R.T Objectives
2.Embrace The Office 365 Suite
3.Policies, Guidance & Scale
4.Invest In Adoption
5.Share Usage Information
6.Drive More Awareness
7.Guide Better Usage
8.Continue Engaging Champs
9.Engage Users For Feedback
10.Office 365 Is A Platform
79. THE TOP 10 WAYS TO
IMPROVE ADOPTION...
1.Have S.M.A.R.T Objectives
2.Embrace The Office 365 Suite
3.Policies, Guidance & Scale
4.Invest In Adoption
5.Share Usage Information
6.Drive More Awareness
7.Guide Better Usage
8.Continue Engaging Champs
9.Engage Users For Feedback
10.Office 365 Is A Platform
In your organization has anyone ever suggested that you only use a percentage of the functionality or a percentage of what’s possible with Microsoft Office 365? How about just one technology like Outlook? Do you think you or your users are using most of the functionality that exists in Outlook today? What about SharePoint? Do you use more than 50% of what’s available in SharePoint? Are they using it at all?
Its okay if the answer is no, we don’t use all that Office 365 can provide. No, not all of our users are actively using Office 365 yet. No, not only do I not know all of the things you can do with Outlook or SharePoint but our users definitely aren’t aware of what they could do.
What’s not okay is to do nothing about it. To not have a plan for helping your users adopt, understand and leverage the full suite of Office 365 available to them. You should do something about it. That’s why white papers like this exist. To help you and your organization improve.
Not all of the features and functions in Office 365 are meant for daily and frequent use, but we bet you can think of some that would make a world of difference if your whole organization adopted their use. How much more value could your organization realize if users universally used 20% more of the robust document management features SharePoint provides?
Getting more people to use a technology is important. But so is and getting them to use more of the technology.
User subscription based licensing: If our customers’ users aren’t using Office 365… why would they continue paying for it?
Smarter based on usage: The more people use the platform the more value the technology provides (Delve example). It also helps us build better experiences and target enhancements (in organizations and in Microsoft).
This stance can make many companies uncomfortable, but doesn’t normally escalate to anything more than a closed door conversation or two. You may ask yourself, “Why is it so important to get everyone on board?” There are quite a few reasons…
Notice I said leaders – not necessarily site owners etc – this is important. You want the leaders of a site/initiative to know how frequently it’s being used, by what departments/users etc.
Providing regular improvements means there is always something new to try or new uses to share and spark/cultivate curiosity. Even announcing major and minor releases can add a sense of continued investment in the platform from the business.
Pay special attention to the Outlook column. Look at how few scenarios Outlook or email based options are the best way to do things. Now consider your organization – if email is the only actively used aspect of Office 365 you are really missing out!
User feedback helps identify where you’ve got adoption challenges
Provide an opportunity to provide feedback on every page of your site
Get up out of your desk and ASK for feedback!
Conduct usability tests and LISTEN to what people say but WATCH what they do
Not only running surveys, but also announcing/sharing when survey responses are acted on or used to assist a major decision.
By adding a button or option to allow users to submit success stories (related to the portal/intranet) it can lead to many people initiating the submission or sharing of success messages (which shows the value, and helps provide real personal stories of how it helps).
When new solutions are developed by IT or the business that leverage SharePoint it can be extremely useful to showcase the solution. Who owns it, what its purpose is, what benefit it has provided (ROI would be great), screen shots, and more. This often leads to two useful things:
Users engage with one another (the owner of the solution is often a business person) which decreases cost of ownership for IT and expedites the requirements gathering process (when the business user says I want ‘that’).
It encourages those who have adopted or are using the platform to share their successes, be proud of them, and to have them articulated in a consistent way.