Improving Digital Adoption

Many companies that deploy digital tools find it hard to attain intended business outcomes. Often, the problem is not the tools but the low and incorrect usage of them. The problem is poor digital adoption.

When it comes to comes to getting the most out of the SharePoint platform, there are two major hurdles many companies encounter:

If your digital workplace is heavily based on teamwork, you can take full advantage of one of the most powerful services within the Office 365 suite: Office 365 Groups.

Now, here is a common scenario: you tell your team members to make use of a tool; they open the tool but don't know where to start. This happens even after everyone has gone through sessions of training.

Not knowing how to use a tool is one of the greatest barriers to better usage.

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Microsoft is focused on increasing active usage of Office 365. In order to boost their customer adoption rates, they chose a solution that provides an on-demand training which follows users around and provides support specific to what they are working on. This solution allows organizations to quickly get their users up-to-speed on all things SharePoint and Office 365 with step-by-step interactive guidance and in-context help at the moment of need.

The user base of contextual help systems keeps expanding, rapidly. From the immense pool of feedback that has been gathered, companies have highlighted a number of benefits:

• Enabling ongoing user training effortlessly;
• Freeing IT teams from the workloads of providing support to end users;
• Increased usage of approved digital tools;
• Easier onboarding of new employees;
• Faster adoption of business workflows;
• Improved regulatory compliance;
• And, more importantly, successful digital adoption.

Wouldn't it be great if there was a timeline of 'adoption enhancing activities' to follow when rolling out a new SharePoint-based intranet (or relaunching an existing one)? I mean, let's get real and talk about concrete things instead of vague concepts.

As contextual help systems emerge in the market, a question is often asked: we are already running training programs, do we have to install a contextual help system as well? The answer to this question is yes. Training programs definitely help but contextual help systems ensure digital adoption.

Business need:

A governance document exists for the company which has guidance on how the intranet environment should be used and processes that need to be followed. The problem is that not many people know where the governance document resides.   Even among the people that know where it is, most don't make use of the document because it's too long and it's hard to find the exact policies you need to know when you need to know it. There needs to be a way to communicate governance information to people when they need it.

Business need:

When users visit new web interfaces, it's easy for them to get confused especially if there is a lot going on in those interfaces. We want to be able to provide automatic context sensitive guidance about those interfaces to the users so they are not confused. This information needs to be provided in the user's own workspace so they don't have to navigate somewhere else to get that information.

Microsoft announced some changes to self-service group and site creation in Office 365 a little while ago that has some interesting governance implications - especially if you're the tenant admin. The focus of these changes seems to be making self-service site creation more attractive for organizations who may have been wary of allowing it previously.