Adoption & Effective Use

Notes on “Office 365, User Adoption, and What’s In It For Me?” (Darrell Webster)

Darrell Webster is talking about Office 365, user adoption, and WIIFM. Darrell is an enthusiast for Office 365 from a user perspective, works at ShareThePoint in New Zealand, and blogs at

Key ideas:
– Darrell saw a great need for training people how to use the tools.
– When introducing a new system, (a) how do I get this to work?, and (b) how do I get my people to use it? This presentation is focused on the second question.
– Questions a user asks – how can I share my stuff? What am I using to work? Where am I working? Where are my colleagues?
– … user adoption questions: what should I change? I’m too old for this?
– … bringing these together – People Centered User Adoption.
– building blocks to good user adoption:
– … is this going to be physically familiar to me? Eg., can I use my own devices? Argument from Darrell – letting people use a familiar device will help with user adoption (they know how to use the device).
– … … (research finding – if someone is buying their own devices, they will update them more often).
– … is this functionally similar to what I’ve seen before? Good if people have some experiences that they can reference.
– … … (sometimes – you want to dazzle people with new hardware, and use this as a carrot for enticing people across to a new system.)
– … is it functionally similar? Will I be able to find my stuff? There are some ways to improve familiarity, eg., by roaming profiles. Tolerance and patience will eventually wear out.
– … is it personally preferential? Can I work when I want, where I want, with whom I want? Need to understand working style – location, time, and method / medium.
– how does Office 365 address People Centered User Adoption?
– … there are various capabilities. You need to be showing users the different capabilities. Eg., how to share a Word document and start a Lync meeting.
– users like to be listened to. Listening and communication helps with adoption – rolling out a new system isn’t a one-time event. Why don’t we use the system during the implementation to keep people up to date? Good for showing a real example, and starting to get people to use the system.