We all know that technology is evolving fast. In fact, new technology has never been released as frequently as it is now, and this couldn’t be more true for Office 365 and SharePoint Online. Since Microsoft came out with Office 365 in 2011, many organizations moved to the cloud platform recognizing the benefits for their business and their employees. In the time since, Microsoft released many updates and many additional applications to improve the usability of its cloud platform.
But for every light, there must be a shadow. While Microsoft works tirelessly to continue improving its Office 365 platform, organizations often struggle to keep up with Microsoft’s pace. A prominent example is the fast update-cycle of Office 365, which can cause issues when organizations introduce new technology to their employees and plan accompanying activities like user adoption and change management. For some organizations, planning and executing user adoption campaigns can take some time, and while the user adoption team is still working on the campaigns, newer features may already be added by Microsoft.
For most organizations, the step towards the cloud (Office 365 and SharePoint Online) is a significant step not only for the organization, but the entire staff as well. As a consultant, I realize this every time I assist organizations with migrating from file-shares to SharePoint Online. Quite often, organizations manage this transformation by augmenting a SharePoint Online rollout with user training. Unfortunately, activities that are proven to drive user adoption, such as internal user adoption campaigns and proper change management, sometimes take the backseat – much to the detriment of the staff. In this article, I’ll discuss how including them in your Office 365 or SharePoint Online rollout can drastically increase the user adoption rate.
First, let’s have a look at why proper and tailored user adoption activities matter to every organization implementing Office 365 or SharePoint Online. They:
The way towards organization-wide user adoption can differ between organizations. When talking to executives and stakeholders about user adoption and change management, I often realize that many organizations think they provided proper user adoption activities by offering tailored training sessions and emailing corporate announcements regarding the new technology. But in most cases, that is far too little to ensure that the new tool is used as expected. User adoption is much more than just training and announcements. It is a long-term activity (or an internal project – if you want to put it that way), which requires extensive planning.
It all starts with establishing a user adoption team as any user adoption campaign needs to be handled like an internal project. Here is a high-level list of roles within a user-adoption team, which should be adjusted based on your corporate culture:
If we look at the user adoption team, it becomes clear that a user adoption campaign isn’t a one-time activity like training. Rather, it’s an ongoing process, that strives to accomplish several goals:
Out of all these, the most important one is certainly focusing on benefits that matter to employees, as it is likely that not all employees will embrace changes to their daily routines. From an organizational standpoint, user adoption activities need to ensure that new technology is used as planned. From the user’s perspective, new technology will affect the daily business and most employees are primarily interested in “what is in it for me,” rather than what are the benefits the organization is hoping to achieve. Basically, this discrepancy is the reason, why user-adoption campaigns are crucial.
Here are some proven tactics:
Finally, when it comes to user adoption, there is no one-fits-all approach. Organizations are diverse, as are their employees. A proper user adoption campaign needs to be tailored to the corporate culture, the skill sets of employees and most importantly, the expected benefits for individual users. Proper user adoption campaign is crucial for rolling out any new technology. Training is just an accompanying activity rather than a replacement for user adoption and change management. For that reason, the cost of a tailored user adoption campaign needs to be added to the costs of the new technology and the corporate rollout. However, when a user adoption campaign is planned and executed properly, these additional costs will pay off soon helping secure a timely ROI.