Tackling Technology Adoption Like A Service With Office 365

TACKLING ADOPTION LIKE A
SERVICE WITH OFFICE 365
Presented By: Richard Harbridge (@RHarbridge)
#SPFestDC

@RHarbridge #SPSNH
RICHARD
HARBRIDGE
My twitter is @RHarbridge, I’m super friendly & I am proud to work at 2toLead.
CTO & MVP | SPEAKER & AUTHOR

Let’s discuss a simplified view of why Adoption like a service makes sense in the
Microsoft 365 and Office 365 world.
WHY USE A SERVICE MODEL?
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.

Organizational Checklist
So what is critical at an organizational level?
Individual
Group
Organizational
ADOPTION
PLANNING HAS
MULTIPLE LEVELS…

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
Managers
0 - None 1 – Ad Hoc 1 – Ad Hoc 0 - None 
SharePoint Site
Lead
4 - Managed 4 - Managed 5 - Optimizing 4.5 – Managed 
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?
ENSURE YOU HAVE
THE RIGHT ROLES…

As an example during performance reviews do your key questions connect back
to things that benefit and exemplify digital best practices? Provide examples!
HOW DIGITALLY
COLLABORATIVE
AND INTEGRATED
ARE PEOPLE?

# 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:
 Draft an Office 365 Champion Guide with a Champion fact sheet
regarding getting support or help in attaining manager buy-in.
4
Office 365 User
Satisfaction
Survey
Findings/Results
Current State
No, Office 365 user satisfaction surveys findings/results are available for
leaders, managers or users to see.
Currently there is no organized way to conduct and archive user satisfaction
surveys and to compare with baseline data. User satisfaction surveys are
done at an ad-hoc basis.
# 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.
Resources can be even more complex. Do you have common and expected
policies, guidance, or content available and up to date today?
POLICIES AND
GUIDANCE CAN BE
EASILY
MEASURED…

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?

So 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.
Individual
Group
Organizational
ADOPTION
PLANNING HAS
MULTIPLE LEVELS…
Review Success Readiness Twice A Year

Here is an example of the technique we often use when creating objective maps
for our customers. See more at http://Office365Metrics.com.
ALIGN WITH
BUSINESS
OBJECTIVES…

Define specific and measurable business objectives and align those with what
your adoption service provides at a minimum on a yearly basis.
Individual
Group
Organizational
ADOPTION
PLANNING HAS
MULTIPLE LEVELS…
Align With Business Objectives Yearly

It doesn’t need to be really difficult.
MEASUREMENT
MATTERS…

http://Office365Metrics.com contains guidance on ways to measure Office 365
& samples of common business impacts it can drive.
WHAT ABOUT
BUSINESS IMPACT?

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
Define benefits in a manner that can be realized with simple analysis and initiatives,
helping drive business improvement faster w/ minimized additional investment.
HOW DO
YOU PROFILE
A BENEFIT?

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
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!
TRACK WITH A
BENEFITS
REALIZATION
PLAN…

Individual
Group
Organizational
Measure & Review Impact Quarterly
Measure and review the business impact digital excellence is having in the
business by measuring the impact from technology and the adoption of users.
ADOPTION
PLANNING HAS
MULTIPLE LEVELS…

Ensure you build a meaningful and active digital center of excellence to provide
a singular place you funnel users towards for improvement and change.
DIGITAL CENTER OF EXCELLENCE…

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.
Individual
Group
Organizational
ADOPTION
PLANNING HAS
MULTIPLE LEVELS…
Measure & Review Impact Quarterly
Improve Digital Center Of Excellence

Building off of organizational guidance we can easily tackle the group / leader /
champion level and the individual user level. Let’s find out how…
Individual
Group
Organizational
ADOPTION
PLANNING HAS
MULTIPLE LEVELS…
Group/Individual Checklist

BREAKING DOWN ADOPTION…
Who will adopt Office 365 and when will they adopt it?
“We Need It To
Be The Norm /
Expectation”
Adopters
Coordination&Investment
These Adopters need help understanding the value change provides.
Why should they change? Sharing change stories, benefits, contest winners,
business impacts of the technology will be important to this group.
“We Need To
Understand
Value” Adopters
These Adopters need help understanding how to change. How can they use
the technology? How should they use it? Help, coaching, how to tips, training,
contests and challenges help this group of users the most.
“We Need
Support”
Adopters
Early Adopters will adopt and begin using new technology once it has been shown
to them, or once they are aware it is available. Making these users aware of
the technology and it’s capabilities is important. Often ‘did you know’ tips and
pre-launch communication can accelerate this groups adoption. The biggest need
for this group is helping them share and influence others to change along with
them.
Early
Adopters
Everyone
Adopting
(As Fast As Possible)

1
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.
THE FUNNEL FOR COMMITMENT…
3
Drive Interest
Guide Understanding
Realize Value
2

PLANNING FOR ADOPTION…
We need to be more tactical and granular to drive meaningful commitment.
Plan and execute adoption campaigns! http://Office365Campaigns.com

Developing a roadmap for adoption where we plan activities before launch,
during launch and after launch is important. Plan and execute campaigns!
Interest

PLANNING FOR TIPS…
When each day’s Yammer tip is posted by a member of the tip team it ensures
that these tips come from different users which gets more people involved.

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.

TIPS CAN BE IN MANY FORMS…
Consider the creation of Infographics or various cheat sheets that can be inspired
based on the ones Microsoft or the community already provides.

TIPS CAN BE IN MANY FORMS…
Identifying and aligning scenarios can be useful for communicating value,
improving awareness and furthering understanding. Go beyond Microsoft’s.

PLANNING FOR CONTESTS…
The goal of each contest is to get the users to take an action (upload a profile picture,
download a mobile app, etc.) and those actions should be connected to a tip or tips that
had been shared (explaining how to do the action and its value).
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)

Developing a roadmap for adoption where we plan activities before launch,
during launch and after launch is important. Plan and execute campaigns!

PLANNING FOR TRAINING…
Since you are already doing a time boxed campaign consider providing 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!

Having everyone in the training session get interactive doesn’t need to be
difficult even with remote audiences. OneNote is one of many options.
EVERYONE EDIT ONENOTE 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.
EVERYONE EDIT ONENOTE EXERCISE…

PLANNING FOR COMMUNICATION…
Define a comprehensive communication plan along with the messaging for key
Email, Intranet posts, Yammer posts or communication for the campaign.

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

PLANNING FOR MEASUREMENT…
Example: We can see that most sharing is happening (appropriately in
SharePoint and not OneDrive). Great insight is available now in the adoption pack.

If executing effective adoption campaigns leads to effective commitment is
there anything else we should keep in mind?

The campaign generates new resources, training, tips, tricks, success stories,
and much more that adds continual value to your digital center of excellence.
CAMPAIGNS IMPROVE YOUR
DIGITAL CENTER OF EXCELLENCE…

Building off of organizational guidance we should leverage campaigns to
improve adoption and continually support our digital center of excellence.
Individual
Group
Organizational
ADOPTION
PLANNING HAS
MULTIPLE LEVELS…
Group/Individual Checklist
Define An Adoption Plan & Campaigns
Execute Campaigns & Add To CoE
Update Adoption Plan (Repeat)
Plan & Execute Campaigns (Repeat)

Adoption
Services
Review
Success
Readiness
Align With
Business
Objectives
Measure &
Review
Plan &
Execute
Adoption
Campaigns
Improve
Digital
Center Of
Excellence
Start implementing some of these practices in your organization today and
shift from tackling adoption as projects to tackling adoption like a service.
GET STARTED ON
TACKLING
ADOPTION LIKE A
SERVICE…

Thank You!
SharePointFest’steamformakingthispossible. 
180+AwesomePresentationsAt.. Slideshare.Net/RHarbridge
300+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
Twitter: @RHarbridge. More to come on our blog at http://2toLead.com.

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