Welcome to the fourth installment in our multi-part series on how to ace change management for your migration to Microsoft SharePoint or Microsoft Office 365. Catch up by reading last week’s blog post on crafting a successful training plan. Today, we’ll take a closer look at readiness and adoption.
Employees have heard about SharePoint thanks to your executive sponsors, they’ve seen the platform in action thanks to your champions, and you have architected a holistic training plan. Now, it’s time to put your change management plan into action for your wider employee base to make sure they are ready to adopt the new way of work you’re providing for them.
This is an “all play” – your entire project team should be working tirelessly to ensure every department is ready to support new users. Help and support teams should be ready and able to troubleshoot problems that users encounter. You should also document your key learnings, areas for improvement, and bring this all together to iterate your rollout so it goes even smoother for the next wave of adopters.
You’ve been on this change management journey for months – while it’s been a journey full of hard work, now is not the time to sit on your laurels. Finish your change management project strong by following these three steps:
- Provide ongoing support: Your support and help desk is the first line of defense against users encountering SharePoint problems. It’s vital to empower and inspire these teams to do their best work, as the level of support a new user receives can directly impact just how satisfied they are with SharePoint – and how deeply they adopt the platform. Expect to receive a lot of questions as users start to really dig into SharePoint. We understand that for your support and help team, this may be only part of their job. Establish an automated system so you can reduce the total number of inquiries support teams receive.
- Assess user satisfaction: Consider it a requirement to regularly assess just how satisfied new SharePoint users are, as satisfaction has a direct correlation to adoption and usage. Throughout your pilot and live rollout, distribute user satisfaction surveys to gather data about your users’ knowledge and experience with SharePoint. This way, you can quickly understand where you are succeeding and failing, and even better, iterate rapidly so you can improve the experience for the next waves of users you onboard to SharePoint.
- Measure usage and adoption: Satisfaction is important, but at the end of the day the success or failure of your SharePoint deployment will hinge on two factors: how often are employees using the platform and how many of them have actually adopted it. Usage and adoption metrics take time to become truly digestible – it will take six months or longer, since user adoption will not happen overnight. It’s best to match your reporting timelines with how you report other major impacts to your business, which could be either monthly or quarterly. Use feedback and survey forms, product-related games, and standard usage reports available to SharePoint and Office 365 customers to measure the success of each phase of your roll-out with quantitative and qualitative data.
Come back next week as we conclude our series on change management and show you how Content Panda has helped more than 500,000 people transform their online user experience with SharePoint and Office 365. Can’t wait until then? Download our free eBook today to short circuit the pain of change management.
Written by Co-Founder, Evangelist and Chief Marketing Officer, Heather Newman
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