Avoiding the top 10 SharePoin
www.clearbox.co.uk @sammarshall
Sam Marshall Director of ClearBox Consulting 15 years intranet and digital workplace Former global portal manager at Unilever SharePoint & Intranet • Strategy • Adoption • Governance • Internal Comms • Collaboration
[email protected] www.clearbox.co.uk @sammarshall
ClearBox Consulting Intranet,
SharePoint and digital workplace: Strategy Governance Collaboration Communities Adoption Training Practical experience Transparent Vendor-neutral
Its good to learn from your mistakes…
…but it’s a lot cheaper to learn from someone else’s
Top 10 SharePoint mistakes
1. Making it all about the Head Office
Making it all about the Head Office Focusing on big deals, highlevel strategy, SVPs Giving everyone the same homepage Confusing the head office location with its role
Home
London
Paris
Rome
Global
Global London
Global Paris
Rome
Profile Location = London
Global
London
Profile Location = Rome
Global
Rome
Screenshots courtesy of Unilever Plc
Personalised newsfeed stream
Screenshot courtesy of Yara International
2. Promoting silence
“Internal communication is the process by which the bosses tell everyone what is happening, followed by a feedback stage where everyone can tell the bosses what is really happening.” —Guy Browning
2. Promoting Silence Only letting Comms
professionals write content • Other people might say something wrong Not letting employees talk
about their concerns • Or only asking every 2 years Believing
we can’t do it yet • We don’t have SharePoint 2013 / Yammer
Screenshots courtesy of American Electric Power
How many comments do you get on your news stories?
Two way conversations… Encourage leaders to join
‘normal’ discussions Solve company problems openly Blogs / News comments • End posts with a question or
an opinion • ‘Seed’ discussion responses • Not every executive is cut out for blogging • Consider ‘baton passing’ between execs
For more: www.clearbox.co.uk/executive-blogging-how-to-get-started/
Don’t ignore My Sites
The value of Profiles & Activity Feeds The interface
between the individual and the organisation Individual context in
a virtual world People > People >
Information an effective search route Screenshot courtesy of Oakley/Sitrion
Role of Newsfeed/Yammer - SAFARIS
Share a link. “Here is a link to the latest report
on China Exports” Ask a question. “Has anyone encountered this problem before, and if so, how was it solved?” Find a resource. “Looking for a specialist in retirement benefits to help win a bid in Calgary.” Answer a post. “Here are links to three relevant capability documents in the qualifications database.” Recognize a colleague. “Thanks to @dpalmer for hosting an excellent planning session today.” Inform about your activities. “Will be in the Source: Deloitte Philadelphia office
Community case study – Cap Gemini Other; 0.07
Non-work; 0.11
Information Sharing; 0.11
Updates; 0.15
Opinion & clarification; 0.39 Solve specific problem; 0.07
Help find files / resources; 0.1
3.Making it all talk
Things on an intranet home page
Things people want from an intranet Phone numbers
Message from CEO
Expense forms
Quarterly results Pictures of SVPs Mission statement Stock price Weather
Lunch menu
Photos of office party
Rumours For sale & wanted
My own documents Bonus calculation
3. Making it all talk Filling the homepage with
news Making people go some
other place for: • Expenses • Room booking etc. Not letting work get in the
way: • Finding people \ skills • Collaboration
Screenshot courtesy of British Airways
Screenshot courtesy of COWI A/S
Embedded collaboration - Woods Bagot
Who sponsors your SharePoint intranet?
Who leads your intranet? Organisation Need Intranet Flavour
Sponsor
Improve communication 2-way, same message for all
Communication
Comms \ Corp Affairs
Work effectively across silos
Collaboration
HR \ IT
Reduce operating costs
Services
Finance
"One Company" initiatives
Communication
Comms \ Corp Affairs
Improve Capability of a Function (e.g. Marketing, Sales, R&D)
Knowledge Management
Head of Function
Support flexible working
Digital Workplace
HR
See: www.clearbox.co.uk/what-flavour-is-your-intranet/
4. Hiding all the good stuff
75% said finding the right information critical to organization’s business goals and success Findwise survey 2012
14% said finding the right information was ‘very’ or ‘fairly’ easy
Findwise survey 2012
4. Hiding all the good stuff Structuring content by
who provides it Putting a big “search all”
box on the main page Keeping the best bits on
your personal drive • Email the whole department if a document ever changes
Why is finding SharePoint content so hard?
Why finding stuff is hard… Lack of active search management Poorly structured content & page layout Search is much harder than on the Web • • • •
Fewer providers – more gaps Lots of similar hits Content in documents, not web pages Popularity doesn’t help
Should you delete most of your SharePoint content?
Finding information is a combination of approaches
Search
Alert
Brows e From “Enterprise Search” by Martin White (2012)
Tips to improve search Share analytics and failure-to-find with content owners Put a feedback form on your results page Use managed metadata, but mandate sparingly Define
synonyms Use entity extraction for terms specific to your org Custom dictionary All department names All your product names Promote library-level searches
Use find and filter to help in libraries Search within library if large
You can add advanced filters
Choose columns for sorting
5. No channel strategy
A scenario: Imagine your company is moving its head office and staff to a new location 20km away What are the ways in which you could use SharePoint to help plan and communicate this? Who needs to know what? How much detail?
5. No channel strategy Overloading employees • News announcement • Email about the news
article • Manager cascade • Yammer post Treating SharePoint as a
single channel
More: http://kilobox.net/2726
6. Confusing communication & collaboration
SharePoint Pyramid
Communicating Group Intranet Publishing site
Department Site Team or Publishing Site
Team collaboration
Everyone
Peers
Teams
Team or Wiki site My Site, OneDrive C:\ Drive
Collaborating Personal
Collaborating or Communicating?
Group Intranet
Everyone
Publishing site
Department Site Team or Publishing Site
Team collaboration Team site My Site, OneDrive C:\ Drive
?
?
? ?
Peers
X X X Teams X X X
Personal
?
6b. Planning SharePoint in isolation suitability Video / Web Conf / Lync
Doc Management
?
Phone \ IM Yammer / Chatter / Tibbr etc.
Team sites
email
duration of collab. mins.
hours
days
weeks
months
years
7. Too little governance
Governance Survey % agree Very high
http://www.slideshare.net/echo4sharepoint/sharepoint-governance-maturity-benchmark-infographic
7. Too little governance Random inconsistencies Team site sprawl Graveyard sites Only technical
governance – defend the platform at all costs!
“Good governance is like having good brakes on a car, they make it safer to go faster” --Ralph O’Brien
“No you can’t use rotating gif images on your homepage”
71/2. Too much governance
You only need a 200 page governance document if you plan to hit somebody with it as a means of enforcement
Balanced governance
• Governance is
Policy
about the day-today realization of your strategy • Governance is
about changing behaviour
Training
Peopl e Monitorin g
Template s
Creating intranet content guide Free download:
www.clearbox.co.uk/intr anet_content/ 10 sections on: • • • • •
Headlines Images Page layout Social content Mobile content
8. Excluding half your workforce
8. Excluding half your workforce Not worrying about
factory people Not worrying about
mobile workers Locking out partners and
contractors
Barclays mobile
Hubbit
Beem
9. Only planning the launch
“Our new intranet based on SharePoint 2007 will help us connect, communicate and collaborate more effectively. It will help us share knowledge, find information and break down silos”
“Our new intranet based on SharePoint 2007 2013 will help us connect, communicate and collaborate more effectively. It will help us share knowledge, find information and break down silos”
3 Things that are hard to kill
80% of organisations with SharePoint continue emailing documents back and forth -- Usamp survey 2010
Harmon.ie example
9. Post-launch planning SharePoint intranets are like launching a
magazine, not a book Don’t think ‘project’ think ‘service’ Have a CoE that provides internal consultancy, implementation and support Budget for future customizations and add-ons
For more see: www.clearbox.co.uk/what-to-do-after-the-launch-of-your-intranet-part-1/
10. No strategy
SharePoint is like a Swiss army knife...
...but if only it was that simple
Users should experience SharePoint as something configured to their specific needs
Benefits mapping Corp-Wide Comms
All employees see same msg.
Single identity
Community discussions
2-way comms
Employee engagement
Less churn
Team Sites
Single place to collaborate
Flexible project resourcing
Best people on a task
Time savings
Response times faster
Quicker access to data
Better stock control
Fewer outages
Capability
Benefit
News Hub
SAP Dashboard
Feature
Outcome
“One” Organisation
Customer satisfaction
Strategic Goals
A good SharePoint strategy… • Sets out how SharePoint supports the organisation’s
strategy • Is responsive to changes in business need • Has clear, time-bound milestones • Addresses people and behaviour issues
1.4
1.1
1.3
1.2
2.4
2.1
2.3
2.2
2.0
1.0 Big launch strategy
3.0
Idea
Feasibility
Pilot
Review
Continuous evolution strategy
Scale
Questions to ask when SP comes along
Questions to ask when SP comes along Strategy & Governance 1. What does the business want to achieve with SharePoint? 2. What goals does it support? What problems does it solve? 3. Who owns overall strategy? 4. What metrics and KPIs will we have? 5. What ROI do we need to demonstrate?
Design 6. What navigation structure do we need? 7. What are the standards for branding and templates for layout?
For team sites too? 8. What permissions and security model do we need?
Questions to ask when SP comes along Launch and expansion 1. What 2. What 3. What 4. What 5. What
content needs migrating? Who is responsible? features will be available immediately? is the roadmap for adding more features? process is used for deciding the roadmap? training will be needed?
Operations 6. What are the criteria for getting a site? 7. What are the criteria for removing a site? 8. Who decides? 9. What are the responsibilities for being a site or content owner? 10.How robust must the system be (from a business perspective)
Governance site: Unilever example
Scorecard Example
If you have been affected by any of these issues…
THA NK YOU! www.clearbox.co.uk @sammarshall
3rd Party alternatives Webtrends - webtrends.com CardioLog – intlock.com Nintex - nintex.com nGage - oisoftware.com HarePoint - www.harepoint.com Piwik – Open source Google equivalent SiteCatalyst – Adobe.com
Choosing Measures
Heal th
Ado ptio n
Value
Choosing KPIs
Health
Dead sites System uptime and
responsiveness Search and failure to find Helpdesk queries
Value
Adoption % user base active %user base interactive My Sites Social Collaborative Survey & feedback
Cost savings against target Impact on strategic
measures Qualitative \ anecdotal
Adapted from: Practical Framework for SharePoint Metrics http://www.susanhanley.com/white-papers.htm