Converting from an eMail to SharePoint Culturenellisconsultingllc.com/Resources... · SharePoint...

Converting from an Email Culture to SharePoint Culture

Robert Bogue

(317) 572-5310

Shepherd@SharePointShepherd.com

http://www.thorprojects.com/blog

Agenda

• Why Does This Matter?

• Email As an Addiction

• Understanding Email

• Converting Communication

• Converting Collaboration

• Fundamentals of Organizational Change

Introduction

13 Year Microsoft MVP

Author of 25 books including The SharePoint Shepherd’s

Guide for End Users

25 Years of Industry Experience

Numerous Microsoft, CompTIA and other

Certifications

Why Does This Matter?

… to me?

• I helped to create the problem

• I struggle with the same cultural issues with my clients

Half Way Across the World

Communication is Key

One More Time: How Do You Motivate Employees?By Fredrick Herzberg

January-February 1968

How Many of Your Colleagues are Gone?

How Much Does It Cost for Each Lost Employee?

Voluntary Turnover

~20% Cost to Replace

~90% Annual Payroll

* = ~18%

Gallup says…

Engagement reduces turnover

Gallup has found that consistent communication – whether it occurs in person, over the phone or electronically – is connected to higher engagement.

Key 1: This problem is costing the organization money (~9% of annual payroll)

Knowledge Loss

In 1997 when Dr. John Richter retired he had built and tested 42 warheads. China’s entire team had built and tested 45.

Email as an Addiction

Responsiveness Expectations

Postal Mail

Email Message

Text Message

Voice Mail Message

Three Phone Calls, Back-to-Back

Carpet Bombing

What is an Addiction?

“the state of being enslaved to a habit or practice…”

Alcohol Addiction

Disordered Eating

Email Addiction Test

Have you checked your email more than every four hours – today?

Do you feel anxiety when your phone battery is less than 20%?

Was the last time you were disconnected from email for more than two days longer than a year ago?

Does your preoccupation with email cause you to do dangerous or harmful activities?

Organizational Email Addiction Test

Has your organization ever communicated a layoff, employee termination, or staff reduction via email

first?

Do you routinely have email conversations that include more than ten replies?

Does your organization communicate emotionally charged information via email?

Why Email Addiction Matters

• Rational messages won’t be sufficient to change behavior

• Deeply ingrained

• Addictions are hard to break

The Pharmaceutical Theory of Addiction• The most harmful substance

discovered is alcohol. (The Lancet)

• The most addictive substance is nicotine (US Surgeon General)

• Only 17.7 percent of nicotine patch wearers were able to quit smoking

Key 2: Email can be an addiction

What’s in Email Anyway?

Wit

h W

ho

m?

Notifications

• Systems• Success• Failure

• People• Irrelevant

• Wrong Location• Wrong Job

• Relevant

• SPAM• Newsletter• Unsolicited

Types

ONE WAY

Learning OrganizationInternal Communication

Communication

• One Way

Conversation

• Two Way

• Interactive

Dialogue

• Open Exchange

• Relative Safety

Giving Orders

Pouting

Fights

Dialogue

Is Your Message Getting Through?

Information Overload

Signal to Noise Ratio (S:N)

Key 3: Keep good email, toss bad email

Converting Communication

Digital Transformation

Atoms Electrons

Mail eMail

Bulletin BoardDigital Signage

Posters

NewsletterIntranet

Procedures Manual

Meeting Web Conference

“While you were out…” Voice Mail

Location Tour Videocast

MicrosoftInternalCommunicationOptions

Urg

ency

ScaleOne:ManyOne:FewOne:One One:All

Collaboration Communication

Wh

en

eve

rN

ow

!

OneDrive O365 Group

Outlook Email

Skype4B Chat

Skype4B Call

Yammer Department Group

Skype4B Meeting

SharePoint Intranet

SharePoint Department Site

O365 Group

Outlook Company Wide Email

Yammer Company

Communication

Create Communication Guidelines

• Set expectations for communication medium

• Establish awareness of good email etiquette

Start in the Right Place

• Set all users web browser home to the corporate intranet

• Make the resources they need easy to reach from the home page

Restrict “All User” distribution lists• Create barriers in front of mass

emails

• Deter the use of email through light social shaming

Shift to Intranet

• Stop sending emails with news

• Start sending emails with links to news

• Stop sending emails with news or links

Maintain “small” mailbox sizes• Users get small email inboxes to

discourage the movement of file attachments

• Requests for larger sized mailboxes are responded to by “crisis counselors”

Key 4: Put the Intranet Front and Center

Converting Collaboration

Types of Collaboration

• Directed – Business process driven work together

• Undirected – Goal directed, non-repeatable

Build It For Them

• Create a template for the business process

• Implement features to automate the process (where appropriate)

Application Backlog

Make it Easy

• Eliminate Barriers

• Provide Training

• Provide Resources

Key 5: Make Collaborating in SharePoint Easy

Fundamentals ofOrganizational Change

John F. Kennedy, Special Joint Session of Congress,

May 1961

I believe that this nation should commit itself to achieving the goal, before this decade is out, of landing a man on the moon and returning him safely to earth.

SharePoint Vision

• How will you know when you’ve achieved it?

• Is it about the technology choices -- or the way the organization operates?

• The clearer and more compelling the vision, the shorter the path

Emotional-Rational-Environment• The Model

• Elephant – Emotional powerhouse

• Rider – Rational control

• Path –Environment and habits

• Implications• The rider has the illusion of

control

• The path has strong influence

CC Flickr mckaysavage

Changing the Status Quo

Kotter’s Change Model

• Create Urgency

• Form a Powerful Coalition

• Create a Vision for Change

• Communicate the Vision

• Remove Obstacles

• Create Short-term Wins

• Build on the Change

• Anchor the Changes in Corporate Culture

Systems Thinking

Changing Systems

12. Numbers

11. Buffers

10. Stock-and-Flow Structures

9. Delays

8. Balancing Feedback Loops

7. Reinforcing Feedback Loops

6. Information Flows

5. Rules

4. Self-Organization

3. Goals

2. Paradigms

1. Transcending Paradigms

Adoption

Relative advantage

Compatibility

ComplexityTrialability

Observability

Knowledge, Attitudes, Practices

Practices

• Personal Commitment

Attitudes

• Close Connections

Knowledge

• Mass Media

Key 6: Organizational Change is Emotional

Things to Keep in EMail

• Private Conversations

• Time Sensitive Conversations

• Ad-Hoc Communications

Things to Get Out of Email

• Document Delivery

• Status Updates

Stop Grenade Throwing

Flow

• Highly productive state (>5x)

• Difficult to get into

• Easy to get distracted from

• Leads to lingering positive thoughts

Disable Email Notifications

• On Computers

• On Phones

Thank YouRob Bogue

Shepherd@SharePointShepherd.com

(317) 572-5310