#SPSSAN

June 30, 2012 San Diego Convention Center

Keeping the Feedback Loop Alive with SP

#SPSSAN

My background

Strategic Communicationshttp://waggeneredstrom.com/

What version of SharePoint are you using?

WAGGENER EDSTROM WORLDWIDE OFFICESAustin • Beijing • Bengaluru • Boston • Delhi • Hong Kong • Johannesburg • London • Mumbai • MunichNew York • Paris • Portland • San Francisco • Seattle • Shanghai • Singapore • Washington, D.C. WAGGENER EDSTROM SUBSIDARIES

Maloney + Fox −New York • Shout−Korea • Buchan Consulting Group − Australia

GLOBAL ALLIANCE PARTNERSAustralia • Benelux • Brazil • Brussels • Canada • Central and Eastern Europe • Czech Republic • Israel • Italy • JapanKenya • Korea • LATAM • Malaysia • Middle East • Nordics • Philippines • Poland • Portugal Russia • Spain • ThailandTaiwan • Turkey • Vietnam

Over 15 years experience in IT, web design to Information Management and System IntegrationImplemented all versions of SPCurrently using SP 2010 for Intranet and Extranet platforms. Planning to upgrade in Q1 2013.

#SPSSAN

Agenda

User Feedback Loops Why so important for SP solutions?

SP Feedback Tool options

Things to watch out for

Case Studies Examples of Feedback Loops

What Worked – What Didn’t

Gather

Report

ActMeasure

Implement

Iterative Design Cycle

#SPSSAN

Why Are User Feedback Loops So Important?

Feedback from users can help:Inform iterative design cyclesFocus resource effortsDetermine feature set choicesIdentify “power user” learning opportunitiesDrive adoption

To gain status updates on:• New feature usage• New content ideas• New process/solution ideas• Training needs

#SPSSAN

Why So Important for SP Solutions?Additional SP Considerations:

Broad spectrum of solutionsBuild/design tools for regular usersMultiple integration pointsOverlap with other solution setsGovernance plan must be evergreenYour company’s culture/process

ROI & VOI metrics:Platform performanceBusiness ProcessFeature UsageContent Value

Types of SP Feedback tools:System ToolsSurvey ToolsFeature ToolsSolicited vs. Derived requirements

#SPSSAN

Watch out for…During info-gathering stage:

Ambiguous feedback questions (too many metrics in one question, screenshots, etc.)

Middle of the fence answer matrix (1-4 vs. 1-5 + qualifier)

Limited attention span (max 10 questions, mail merge “Hello Jim…”)

During decision-making stage and implementation:

Tunnel vision on SharePoint feature sets (Silverlight, tagging, customization)

Executive trumping that doesn’t solve specific biz problems (“Let’s do BI!”)

Loudest squeaky wheel and other distractions (broken things, new process, etc.)

Using ITIL as a service framework helps keep things on track.

http://www.itil-officialsite.com/

#SPSSAN

SP Feedback Tools Pros Cons

Site Administration Reports • Configured out-of-the-box• Happens automatically (low effort)

Search logs• Configured out-of-the-box• Happens automatically (low effort)• Great way to manage keywords & best bets

• Needs more configuration for best results• Best to watch trends over time

Web analytics • Configured out-of-the-box• Happens automatically (low effort)

• Needs more configuration for best results• Best to watch trends over time

Notification Emails/Alerts• Self-service feedback loop• Helps employees monitor site security and

content updates

• Dependent on site owner or individual to set up and monitor

Workflows• Creates a business process loop• Makes it easier to find process break points

and fix quickly

• SharePoint Designer expertise (and patience)

SharePoint System Tools (derived requirements)

People

ProcessTechnology

#SPSSAN

SP Feedback Tools Pros Cons

Surveys Quick & easy to build and administer • Limitations on QA structure• Results have to be exported to find value

InfoPath forms• More control over QA structure• Can use images• Library manages results easier

• More time to build

Interviews• In-depth feedback & context• Desktop sharing options• Shows that you care • Trends show in a group as small as 8-10

• Time-consuming• Smaller survey base means each response

matters more

Brownbag Learning Sessions

• Creates feedback and peer group for site owners

• Can be administered primarily by other power users

• Extends training efforts

• Competing priorities

SharePoint Survey Tools

People

ProcessTechnology

#SPSSAN

SP Feedback Tools Pros ConsComments on blogs &

feature stories• Can add in many places• Ongoing feedback loop

• They post to “Thoughts” tab on My Site (buried)• Layout limitations

“Like It” & Tagging • Can add in many places• Ongoing feedback loop

• They post to “Thoughts” tab on My Site (buried)• Business value may not be obvious to users

Rate this article • Can add in many places• Ongoing feedback loop

• Ambiguity about rating scale• Cultural shift

SharePoint Feature Tools

People

ProcessTechnology

Other feedback tools you’ve used?

#SPSSAN

Feedback Loops We’ve Created1. Home Page Quick Poll2. Blogs3. Comments on feature stories4. Agency-wide InfoPath survey twice yearly5. Phone interviews and desktop-sharing sessions6. Super user brownbag learning sessions

#SPSSAN

1 - Intranet Home Page Quick PollFeedback Value:

It’s fun Instant gratificationGood way to gather in-the-moment feedback about any topic

#SPSSAN

2 - Blogs

Feedback Value:Biz units can communicate with employeesCreates employee self-help pathsQuick set-up – quick ROI

#SPSSAN

Internal Blog Example #1Intranet Redesign Feedback

Feedback Value:Builds conversation between employeesGreat way to get preliminary feedback during design phase

#SPSSAN

Internal Blog Example #2Intranet Award Feedback

Feedback Value:Illustrates SP value to the organization & mngmntTriggers users to consider additional SP solutions

Does your organization blog?

#SPSSAN

3 - Intranet Feature Comments

Feedback Value:Easy to update with additional info based on user needAttracts interest to important storiesCreates instant communities of interest and self-help opportunities

#SPSSAN

4 - InfoPath Surveys

Feedback Value:Can gather very specific feedback about a featureEasy to track results in an Excel doc connected to the form libraryCan identify employees willing to participate further in focus groups or interviews

#SPSSAN

Quarterly Feedback SummariesQ1 Report

Q3 Report

Feedback Value:Reveals usage trends and problemsGreat way to summarize increasing business value of SP solutions for management

How do you report SP solution status to your business?

How often?

#SPSSAN

5 - Extranet Case Study: Phone Interviews & Desktop Sharing

Feedback Value:Targeted feedback from power usersCan see how the employee is using the solution and quickly identify problem areasAdds depth and context to your results

#SPSSAN

6 - Brownbag Learning Sessions

Feedback Value:Increases # of SP power users (beyond lists & libraries)Widens the scope of SP solution sharing (build it once, use it broadly)The more employees understand SP the easier it will be for you to build solutions for them.

#SPSSAN

Additional Feedback Loop Resources• SharePoint 2010 Submit Feedback Flyout WebPart using jquery

http://spcrew.com/blogs/Lists/Posts/Post.aspx?ID=28

• http://www.buckleyplanet.com/2011/08/building-feedback-loops-its-the-process-stupid.html

• http://jaclynsaito.wordpress.com/2011/10/11/spc2011-drive-adoption-and-get-users-excited-about-sharepoint-spc102/

• http://tagthink.com/whitepapers/whitepapers/10-best-practices-for-sharepoint-collaboration.html

• http://www.talking-sharepoint.com/tag/sharepoint-project-management/

• http://office.microsoft.com/en-us/sharepoint-server-help/enable-users-to-rate-content-HA101791797.aspx

Thank you!

Lara Fergusonlaraf@waggeneredstrom.com

Please be sure to fill out your session evaluation!

#SPSSAN

The After-Party: SharePint

Karl Strauss Brewing Company 1157 Columbia Street San Diego, CA 92101Phone: 619-234-2739

Immediately following event closing & prize drawings (@6:30 pm)

Directions (.9 miles):1. Head northeast on 1st Ave2. Turn left onto W B St 3. Turn left onto Columbia StKarl Strauss will be on the left

#SPSSAN

June 30, 2012 San Diego Convention Center

THANK OUR SPONSORS