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Converting from an Email Culture to SharePoint Culture
Robert Bogue
(317) 572-5310
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
