Conquer the chaos of SharePoint end user
support
Asif RehmaniSharePoint MVP and MCT
@asifrehmani
SharePoint-Videos.com
A quick story about technology adoption
The story of a beautiful looking Intranet that didn’t provide users what they needed most
We built it, but not many came
Target audience for this session:
Intranet/Web Content ManagerCommunications SpecialistPortal Solutions Manager
SharePoint Guy/Gal
This webinar will cover:
Current end user support challenges
Strategies to overcome those challenges
How VisualSPTM Help system helps automate end user support
Ideas for what to do with your time when end users don't need you for SharePoint support
Raffle at end – 1 year access to SharePoint-Videos.com
VisualSPTM
in-context and on-demand Help for SharePoint users
Context sensitive Help items:• Videos • Images/Screenshots
• Documents • Links
Poll: What SharePoint version are you on? (or navigating towards)
2013
2010
2007
Earlier
‘End Users’ – according to webopedia"The final or ultimate user of a computer system. The end user is the individual who uses the product after it has been fully developed and marketed… users who require a bug-free and finished product… The term end user usually implies an individual with a relatively low level of computer expertise…"
Current SharePoint end user support and software adoption challenges
Support person point of view
1. Users ask the same question again and again
2. I don’t have enough hours in the day to support users and do my ‘real’ job
3. People keep going back to the old way of doing things and not using and adopting our Awesome Intranet the right way
Audience: You guys have anymore you want to share?
SharePoint Intranet Designs
Source:http://www.steptwo.com.au/columntwo/make-sharepoint-intranets-beautiful/
Here is the quick solution to End User Adoption:
End User point of view
1. I like the way we are currently doing things. Why change it?
2. I don’t want to learn a new technology/software
What they are Really saying is:
WIIFM - What’s In It For Me?
End User Training and Support“If you build it, they will come” is sadly not true for SharePoint
Empathy for end users is the key!
What’s in it for them? Why should they care?
Understand before being understoodSeemingly simple things to You might not be as simple to Them
What users experience when they come across something they don’t understand in SharePoint
ExampleSeeing that a document is checked out in a document library. This person wanted to edit this document.
Steps they take:1) Look around on the page for any info on what that means and what
they can do2) Ask someone nearby3) Email or call help desk
Sequence of 'training' end users
1. Communicate business goals – weeks or months in advance
2. Clarify how the changes apply to their role
3. Train on software/technology
Cost of “training” users the traditional way
Approx. $115 / user (not counting the time off from work)for an average 2 day training
Size of Organization Total cost of 2 day training for end users
500 $57,500
1,000 $115,000
2,000 $230,000
5,000 $575,000
10,000 $1,150,000
A Bold statement coming up…
A thorough end users Training on SharePoint is a waste of time - Theirs and Yours
Instead…• Provide kick off/intro training, then frequent awareness sessions in
form of lunch and learns• Provide on-demand quick help - tip sheets, video tutorials and
reference documents when users need them• Provide a reference Knowledge Portal – online or on-premise
After two days of training, people remember
10% of what they read20% of what they hear30% of what they seeCopyright 1999 Open-Book Management Inc.
VisualSPTM
On-premise solution:
http://www.visualsp.com
SharePoint online (Office 365) solution
In-Context and On-Demand Help for SharePoint users
VisualSPTM
In-context support provided through a Help tab in the Ribbon
All content and categories are configurable
Ability to expose your own training material
We provide the following content out-of-the-box: 105 End User videos Reference help documents and screenshots
Available for:
SharePoint 2010
SharePoint 2013
SharePoint Online
VisualSPTM
Supports multiple media formats
Media types supported:
• Video• Images• Documents• Links
VisualSPTM
Help content displays in the same window
Video tutorials, documents and screenshots all display in the type of pop-up window used throughout SharePoint
VisualSPTM
Supplement with your own content on the Help tab
Put your own content on the Help tab.
VisualSPTM
Provides security trimming for Help items
Ability to specify SharePoint user permission needed to see a particular help item
VisualSPTM
Show the Help items at any page
Target the Help item for various scopes.
ExampleThe video checking out a document can be set to appear in the Help tab for document library and for web pages
VisualSPTM
Show Help items on body of page
VisualSPTM web part lets you show Help content on the page
VisualSPTM
Control the Help items at any scope
Help items can be configured or inherited at various levels:
• Farm• Web Application• Site Collection
VisualSPTM
Support for foreign languages
Support for French and Spanish provided built-in.
Can be extended to provide support for any other language.
VisualSPTM
Help for other SharePoint products
Supports providing help for Nintex® Workflows – 2010 and 2013
Video showcase of VisualSPTM capabilities
Lots of usage scenarios demonstrated in the video showcase:
http://sharepoint-videos.com/products/visualsp/visualsp-video-showcase/
Demo of VisualSPTM
Ideas on how to spend your freed up SharePoint time
What can SharePoint do?
CollaborationDocument managementInternal Social NetworkFormsProcess Automation (Workflows)Business IntelligenceReportingSearchMetadata Management…
Super secretThe next version will even make coffee!
NDA
Implement Quick Wins
Identify pain points and focus in on them
What can SharePoint do for your business?
Human resource on-boarding processVacation scheduling systemVendor management portalEmployee training scheduling and materialsBusiness performance reportingCompany knowledge baseHelp desk portalInventory tracking…
Customize sites using SharePoint Designer
Workflows Conditional Formatting
Create powerful views using Excel
Use PowerView to better visualize and present your data dashboard
Create web applications using AccessBuild Access web apps and launch to SharePoint Online
Use Geolocation column for live mappingShow maps directly within lists and libraries
Show pre-configured data on pages using Search web partsLive pre-defined search results on web pages
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How do I practice my ideas and concepts?Watch free videos at:http://sharepoint-videos.com/video-categories/all-free-videos/
Get a free CloudShare environment for 14 days to play around with:http://tinyurl.com/asifcloudshare
Multi-User access to All videos on SharePoint-Videos.com
SharePoint topics covered
End User SharePoint Site Administration
InfoPath SharePoint Designer
Workflows Branding
Project management Metadata Management
Access and Access Services Records Management
Business Connectivity Services Search
Reporting JavaScript customizations
• Hundreds of no-code video tutorials• Fully narrated by SharePoint experts
Call to Action
Empathize with the end user
Provide end users the Help they need when they need it
Enjoy building awesome no-code solutions on SharePoint
Thank You!
@asifrehmaniSharePoint-Videos.com
VisualSPTM