Richard Harbridge presented on tackling adoption of Office 365 like a service rather than as projects. He recommends taking a service model approach which works better for continual launches and metrics. An organization should plan for adoption at multiple levels - individual, group, and organizational. Key aspects include ensuring the right roles are in place, assessing culture readiness, having policies and guidance, measuring business impact, and planning adoption campaigns. Regularly reviewing success readiness can help track improvements over time.
4. WHY USE A SERVICE MODEL?
Let’s discuss a simplified view of why Adoption like a service makes sense in the
Microsoft 365 and Office 365 world.
Adoption
Projects
• Typically oriented around a launch.
• Typically uses point in time metrics (before & after).
• “Tragedy of the commons” risk.
Adoption
Services
• Works better with continual launch.
• Works better with continual metrics.
• Joint ownership and collaborative nature of a
service model makes opposition obvious and
public.
5.
6. PLAN FOR MULTIPLE LEVELS
How do we ensure readiness and success around adoption at an organizational level?
Organizational Checklist
Individual
Group
Organizational
7. ENSURE YOU HAVE THE RIGHT ROLES
Do you have people who own and lead key roles, do you have the resources that
support a role? Does the role communicate, coordinate and engage effectively?
Role Resources Communication Coordination Engagement Trend
Office 365
Project Manager
4 - Managed 5 - Optimizing 5 - Optimizing 5 - Optimizing
Business Owner
4.5 – Managed 5 - Optimizing 5 - Optimizing 5 - Optimizing
Executive
Sponsors
4.5 – Managed 5 - Optimizing 5 - Optimizing 4 - Managed
Champions
4 - Managed 4 - Managed 5 - Optimizing 4 - Managed
Departmental
Leads
3.5 – Defined 4 - Managed 4 - Managed 2 – Opportunistic
Education Leads
4 - Managed 4 - Managed 4 - Managed 2.5- Opportunistic
IT Leads
4 - Managed 4.5 – Managed 5 - Optimizing 4.5 – Managed
HR Manager
3 – Defined 3.5 – Defined 3.5 – Defined 3 – Defined
Communication
Leads
5 - Optimizing 5 - Optimizing 5 - Optimizing 5 - Optimizing
Community
8. HOW READY IS YOUR CULTURE?
As an example during performance reviews do your key questions connect back
to things that benefit and exemplify digital best practices? Provide examples!
9. POLICIES AND GUIDANCE
Resources can be even more complex. Do you have common and expected policies, guidance,
or content available and up to date today?
# Need
Current
State
Notes & Recommendations
Support
1
Office 365
Champion
Coverage &
Selection Plan
Current State
No, Champion coverage and/or selection plan exists which identifies
champions per business unit, office, department, team, or floor nor one that
outlines how new Champions can/should be identified or nominated to
improve Office 365 adoption.
Current Champions were selected based on their role within the different units
and to get a good cross section of individuals (executives, reception area, field
and office workers)
Recommendations:
Ensure there is an accessible list of these active champions.
Ensure you have shared the details of how you select champions,
remaining champion gaps/needs, and how users can sign up to be one
in your Campion Coverage and Selection Criteria guidance.
2
Champion
Commitment
Guide
Current State
No, Champion Commitment Guide exists that articulates the value of
champions and the champion’s community while outlining champion
commitments and benefits
Recommendations:
Draft an Office 365 Champion Guide detailing the value of Champions
and their community within your organization, the required
commitments necessary to be a Champion and the associated benefits.
3
Champion Fact
Sheet
Current State
No, the Champion community does not have a fact sheet that can be provided
to a champion’s manager to support or help in attaining buy-in.
Recommendations:
# Icon Description
1 Does Not Exist: The starting point of usage and guidance. There is no plan being
followed.
2 Partially Defined/Started: An approach may have been decided upon and is being
opportunistically applied. The approach has not been widely accepted nor adopted. It may
be informally defined.
3 Defined: The approach has been reviewed and accepted within the organization. There
has been buy-in to the documented approach and the approach is often followed. The
way this area is implemented is defined and/or standardized, but not in use across the
entire organization. Some governance is defined but may not be widely
understood/followed.
4 Defined & Managed: This area is centrally supported, standardized, and implemented
across the organization. It is defined and understood/followed. Metrics may be gathered
and reported.
5 Optimized & Managed: This area is functioning optimally and continuous improvement
occurs based on defined and monitored metrics or feedback. Assets are pro-actively
maintained to ensure relevancy and correctness. Leadership in this area is demonstrable.
10. Success readiness is something you can evaluate and it spans roles, programs,
policies, guidance, even incentives and rewards. http://Office365Resources.com.
AT AN
ORGANIZATIONAL
LEVEL HOW READY
ARE YOU?
11. Review Success Readiness Twice A Year
PLAN FOR MULTIPLE LEVELS
Start by ensuring your organization has what it needs to be successful. Do this at least twice a
year to ensure you can track your improvement over time.
Organizational Checklist
Individual
Group
Organizational
12. ALIGN WITH BUSINESS OBJECTIVES
Here is an example of the technique we often use when creating objective maps
for our customers. See more at http://Office365Metrics.com.
13. Review Success Readiness Twice A Year
PLAN FOR MULTIPLE LEVELS
Define specific and measurable business objectives and align those with what
your adoption service provides at a minimum on a yearly basis.
Organizational Checklist
Individual
Group
Organizational
Align With Business Objectives Yearly
14. MEASUREMENT MATTERS
It doesn’t need to be really difficult. Start with some business impact statements and the high-
level value you expect to achieve.
16. MEASUREMENT MATTERS
Break down the impact you are trying to drive into specific and measurable benefits. Define
how you intend to measure them and commit to that plan.
17. HOW DO YOU PROFILE A BENEFIT?
Define benefits in a manner that can be realized with simple analysis and initiatives,
helping drive business improvement faster w/ minimized additional investment.
Benefit Overview
Benefit ID OH-B6
Benefit Title Improved Employee Engagement For Leadership Communication
Benefit Owner [Removed From Sample]
Benefit Description Yammer and our news engine offer a direct channel for Leadership/Employee interaction. Use this opportunity to help company
executives gather insight into employee feedback or to stimulate conversation between them.
Related Business
Impacts
Improved Employee Engagement, Improved Leadership Engagement
Solution Tool Yammer
Measurement
Technique
Manual import of analytics data from news provided by the analytics solution and Yammer post/conversation analysis either
manually accomplished or based on the yammer analytics solution (based on exported conversations).
Metric(s) Per leader metrics would be the preference while an aggregate can provide averages and broader measurement of progress.
Number of articles from company leadership correlated with the number of views, employee responses, likes and likes.
Number of Yammer posts from company leadership and the number of employee responses per leadership post in Yammer.
Baseline
Measurement
[Removed From Sample]
Target [Removed From Sample]
Determine trailing baseline then determine company goal…
Supporting Activities 1. Provide employee Yammer access – desktop and/or mobile
2. Organize leadership Yammer-driven Question and Answer sessions
3. Encourage employee participation through Adoption Campaigns
4. Assign resources to monitor and facilitate the Question and Answer sessions
18. TRACK WITH A REALIZATION PLAN
This isn’t a new concept and there are lots of examples of benefits realization across the
industry. The important thing is to actually track these!
Mark Complete once Evaluation is Complete, Analysis is Complete, and Results are Escalated to Appropriate Channels
ID Benefit May 2017 Jun 2017 Jul 2017 Aug 2017 Sep 2017 Oct 2017 Nov 2017 Dec 2017 Jan 2018 Feb 2018 Mar 2018
ID Benefit Benefit Owner(s) Measurement
Activities
Key Metrics Time
Horizon
Frequency of
Analysis
Suggested Inferences Suggested Actions
19. Review Success Readiness Twice A Year
PLAN FOR MULTIPLE LEVELS
Measure and review the business impact your technology and digital excellence investments
are having in the business.
Organizational Checklist
Individual
Group
Organizational
Align With Business Objectives Yearly
Measure & Review Impact Quarterly
20. DIGITAL CENTER OF EXCELLENCE
Ensure you build a meaningful and active digital center of excellence to provide
a singular place you funnel users towards for improvement and change.
21. Review Success Readiness Twice A Year
PLAN FOR MULTIPLE LEVELS
Don’t forget to continually share new guidance on “how to best use” your digital
technologies. Especially as they continually change and improve over time.
Organizational Checklist
Individual
Group
Organizational
Align With Business Objectives Yearly
Measure & Review Impact Quarterly
Improve Digital Center Of Excellence
22. PLAN FOR MULTIPLE LEVELS
Building off of organizational guidance we can easily tackle the group / leader /
champion level and the individual user level.
Individual
Group
Organizational
Group/Individual Checklist
23. FUNNEL FOR COMMITMENT
In order for users to improve their digital skills and technology use we need them
to embrace and commit to change. It’s about more than training.
1
3
Drive Interest/Awareness
Guide Understanding
Realize Value
2
24. PLANNING FOR ADOPTION…
We need to be more tactical and granular to drive meaningful commitment.
Plan and execute adoption campaigns! http://Office365Campaigns.com
25. PLANNING FOR ADOPTION
Developing a roadmap for adoption where we plan activities before launch, during launch and
after launch is important. Plan and execute campaigns!
26. PLANNING FOR TIPS
When each day’s Yammer/SharePoint News tip is posted by a member of the tip team it
ensures that these tips come from different users which gets more people involved.
27. PLANNING FOR TIPS
Tips drive users to take action, should be themed, should be pre-written before
the start of the campaign, and can be easily adapted from existing ones.
28. PLANNING FOR ADOPTION
Developing a roadmap for adoption where we plan activities before launch, during launch and
after launch is important. Plan and execute campaigns!
29. PLANNING FOR CONTESTS
Starter List Of Sample Contests can be found in the “Contests, Challenges & Ideas For Office
365” document in the Office 365 Resource Kit (http://Office365Resources.com)
30. PLANNING FOR ADOPTION
Developing a roadmap for adoption where we plan activities before launch, during launch and
after launch is important. Plan and execute campaigns!
31. PLANNING FOR TRAINING
Provide targeted training sessions that are hands on and participatory. Even if you are performing
training remotely if the group is small enough you can create exercises and track completion.
Avoid trying to do too much in one session!
32. EXAMPLE TRAINING EXERCISE
Having everyone in the training session get interactive doesn’t need to be difficult even with
remote audiences. OneNote is one of many options.
33. EXAMPLE TRAINING EXERCISE
There is no upper limit in OneNote co-authors. You can invite the training audience or explain
permissions and the importance of where you store it.
34. PLANNING FOR ADOPTION
Developing a roadmap for adoption where we plan activities before launch, during launch and
after launch is important. Plan and execute campaigns!
35. PLANNING FOR COMMUNICATION
Define a comprehensive communication plan along with the messaging for key Email, Intranet
posts, Yammer posts or communication for the campaign.
36. PLANNING FOR ADOPTION
Having a campaign over a duration of days enables greater measurement, clearer
accountability, and simplifies the coordination and commitment needed.
Baseline Measure Impact Measure Continued Impact
37. PLANNING FOR MEASUREMENT
Example: We can see that most sharing is happening in SharePoint and not OneDrive. Great
insight is available now in the adoption pack.
38. PLANNING FOR ADOPTION
If executing effective adoption campaigns leads to effective commitment is there anything else
we should keep in mind?
39. CAMPAIGNS ENRICH COE CONTENT
The campaign generates new resources, training, tips, tricks, success stories,
and much more that adds continual value to your digital center of excellence.
40. PLAN FOR MULTIPLE LEVELS
Building off of organizational guidance we should leverage campaigns to
improve adoption and continually support our digital center of excellence.
Individual
Group
Organizational
Group/Individual Checklist
Define An Adoption Plan & Campaigns
Execute Campaigns & Add To CoE
Update Adoption Plan (Repeat)
Plan & Execute Campaigns (Repeat)
43. Thank You!
SPFest,Sponsors, &YouForMakingThisPossible…
200+AwesomePresentationsAt.. Slideshare.Net/RHarbridge
600+PagesOfWhitepapersAt.. 2toLead.com/Whitepapers
WhenToUseWhat.com Office365Intranets.com
Office365Metrics.com Office365Campaigns.com
Office365Extranets.com Office365Resources.com
Message Me On LinkedIn or Email Richard@2toLead.com
CTO & MVP | SPEAKER & AUTHOR | SUPER FRIENDLY
Let’s connect and find ways to do more and work together.
44. Thank You!
SPFest,Sponsors, &YouForMakingThisPossible…
200+AwesomePresentationsAt.. Slideshare.Net/RHarbridge
600+PagesOfWhitepapersAt.. 2toLead.com/Whitepapers
WhenToUseWhat.com Office365Intranets.com
Office365Metrics.com Office365Campaigns.com
Office365Extranets.com Office365Resources.com
Message Me On LinkedIn or Email Richard@2toLead.com
CTO & MVP | SPEAKER & AUTHOR | SUPER FRIENDLY
Let’s connect and find ways to do more and work together.
Editor's Notes
Richard Harbridge is the Chief Technology Officer and an owner at 2toLead. Richard works as a trusted advisor with hundreds of organizations, helping them understand their current needs, their future needs, and what actions they should take in order to grow and achieve their bold ambitions.
Richard remains hands on in his work and has led, architected, and implemented hundreds of business and technology solutions that have helped organizations transform both digitally and organizationally. Richard has a passion for helping organizations achieve more; whether it is helping an organization build beautiful websites to support great content and social strategy, or helping an organization leverage emerging cloud and mobile technology to better service their members or the communities that they serve.
Richard is an author and an internationally recognized expert in Microsoft technology, marketing and professional services. As a sought-after speaker, Richard has often had the opportunity to share his insights, experiences, and advice around branding, partner management, social networking, collaboration, ROI, technology/process adoption, and business development at numerous industry events in around the globe. When not speaking at industry events, Richard works with Microsoft, partners, and customers as an advisor around business and technology, and serves on multiple committees, leads user groups, and is a Board Member of the Microsoft Community Leadership Board.