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