Today we are going to show you a day in the life of some folks who use SharePoint and how using in-context help and training can save time and money for a business, I'd like to thank our partner Fpweb.net for hosting us today.
Research shows that (52%) of organizations users are introduced to SharePoint without any training or communication plan to drive internal adoption.
AIIM Industry Watch from Feb 2015 called Connecting and Optimizing SharePoint had a lot of data points around the rollout, deployment and adoption rates of SharePoint and Office 365. This one stuck out for us. Companies roll out software all the time and this study shows that 52% so over half of all users of SharePoint receive no training or plan on how to use the software they are expected to use every day for their jobs.
Great information exists on adoption and deployment – Microsoft has a great site called Discover SharePoint that is terrific for example. Many companies do create an adoption campaign where they define their vision, identify use cases, plan a phase/division roll out with contests and gamification.
They create a long-game set of communications from the executive suite endorsing the use of SharePoint as the company's intranet, enterprise content management system, the hub of all things going on. They often spend thousands of dollars of sending people to training, bring trainers inside the business, or even adopting an internal LMS system. Many have a support plan fully detailed out. The problem is…
People learn in different ways, so the rate they forget differ so blanket statement really don't apply. But the fact is that we are exposed to and absorbing information at an alarming rate. Let's look at a use case example of a day in the life of a SharePoint user.
"Today I need to share a view of my latest marketing campaign documents with the sales team.
Auurrrgh… I don't remember how to do it."
Beth is a world-class marketer who uses SharePoint every day with her teams. She needs to share a new view of documents with the sales team. It's not a task she does every day. She can't remember how to do it. Up pops the question. How do I? So what does she do? The out of the box help hasn't ever really helped.
Beth goes to Bing and searches for an answer. Do you think she will find help content that is Relevant? Accurate, Expert and most importantly Up to date? On the first try?
Here is what came up. How to add or remove, nope. Add a button, nope. 2010, no that not the version we're on. As you can see the results aren't really helpful.
Confused, kind of dumb, and frustrated
Beth is awesome at her job and she has been using SharePoint a long time, but there are tasks that aren't every day. She just needs to a new view, why is it so hard to find the answer. She's frustrated. So does she take another pass at this and search again to find another set of results that don't really help? No she decides to…
She sends an email to her SharePoint Admin/Help Support person, Bill.
Beth types out this email to send to Bill to get what she needs to do her job. She knows Bill is a SharePoint expert and is always helpful.
He's built a wiki, provided in-person training, and run an adoption campaign.
How does Bill cut down on these emails, gain back time for critical tasks and empower users?
Bill has done it right – provided a wiki, training, they rolled out an adoption campaign company wide. But Bill gets these emails all the time from the CEO (don't tell anyone) to HR and Beth on the marketing team. He needs something to help folks self-serve so he can concentrate on mission critical tasks. How do we bring help and training content – the right, relevant content closer to my end users? It needs to be in-context.
In-context is a bit of a futuristic concept. It means to in this case put help content where it makes the most sense, is understandable and connected physically to the question or task at hand.
"Without context, a piece of information is just a dot. It floats in your brain with a lot of other dots and doesn't mean a damn thing. Knowledge is information in context connecting the dots." -Michael Ventura
By putting help content in-context on a SharePoint site, you simplify the user experience making the finding answers to question easy and a given. Let me show you what I'm talking about.
Let's check how the world for Beth and Bill could be different if he had Content Panda installed in his SharePoint environment.
When Bill installs and rolls out Content Panda to his organization, he will help folks in his company like Beth feel empowered and to self-serve. All it takes is choosing an easy, fun and helpful solution to be a part of his company's everyday life. Content Panda with premiere content from Support+ is that solution. Empowering end users, drives adoption, cuts support costs and emails which maximizes the large investment a company has made in SharePoint.
We are excited to bring this new concept into SharePoint and Office 365. We believe that in-context, at your fingertips, help content availability exactly where and when you need it should be the way you get help in every piece of software you touch in the world. A "content panda" should be there for you wherever you go helping you along the way. Thank you for letting us introduce the "in-context" concept and how it can Simply Your SharePoint Sites.
Please direct any questions to us via Twitter using hashtag #fpwebinar