SharePoint Report 2008 Released on CMS Watch

After months of work, the new SharePoint Report 2008 has been released.  I collaborated with  CMS Watch to develop a full 190 page research report that exposes what SharePoint does well, its limitations and what businesses of all sizes need to do to be successful when implementing the tool.

I encourage you to review the sample content and review the TOC.

If you have feedback on the report, I'd love to hear it. 

Customized My Sites Exposed

We recently undertook a project to develop a global intranet for a relatively large organization.  As part of the requirements of that implementation, the client wanted to create a highly customized My Site experience.  As anyone who has delved deep into My Site customization knows, it's not straightforward, easy and may create maintenance issues long term. 

Ultimately, after working through the challenges with the client, we collectively agreed to back off the more grandiose My Site customization plans in lieu of a more simple approach.  The reasons for this change centered around the following:

• Each My Site is a site collection and dealing with several thousand My Sites when need to change elements of the implementation was not something the client wanted to deal with long term
• The original plan the client had for the My Site, while useful, ultimately removed a good deal of useful functionality provided by Microsoft
• There was some concern about "upgradeablility"

So while the we didn't create the highly customized My Site, we still implemented some limited customization that delivered a custom theme, master page and some unique navigation (to tie in the rest of the portal).  We used a technique called "feature stapling" to make that happen and ensure "compatibility" with what Microsoft would like to see in SharePoint implementations.

If you're interested in a really good set of explanations of both the My Site architecture, see a blog entry from Mark Arend.  If you are looking for the best practice approach to modifying the My Sites, see the SharePoint Product Team's blog entry.

Portals: Build it and they may come, but they won't know what to do when they arrive...

Many of our customers ask how they can spur adoption of new portal technology.  In cases where the IT department is leading the charge, we see a lot of "build it and they will come" approaches.  In much the same way Kevin Costner's character in Field of Dreams built a baseball field on his farm to encourage ghosts of baseball players to visit and play the game, IT groups hope that by simply exposing portal functionality to their end users, those same users will figure out what to do with it.  The trouble is that most employees are too caught up in their daily tasks to focus on the use of yet another tool, let alone see the opportunities for making their lives easier.

Portals technologies and other "productivity" tools come and go.  There have been lots of them over the years.  The prime example would be word processing software.  Does anyone remember the resistance to computer-based word processing over a typewriter?  Does anyone remember the fights that erupted in the executive offices when word processing centers (that existed in many large companies) were replaced by a far fewer number of individual secretaries armed with tools like the DOS-based Displaywrite word processor (an IBM created word processing packages from the early to mid-80's), WordPerfect or any of the other word processing packages of that era?  Or how about when the concept of an executive doing their own typing was introduced!  <GASP!>

The difference between a word processor and a portal is the number of functions.  More than likely, anyone familiar with a typewriter can guess how a word processing package functions.  And, with minimal fiddling, could probably figure out how to type out and print a document. 

By contrast, portal technologies encompass a number of functions -- some of them not so obvious.  The fact is and remains that IT or any organization pushing the adoption of a portal product, must help their user community.  This help comes in many forms, but here are some best practices for not only helping introduce the portal, but driving usage:

1. Pick a few Functions that have broad appeal
   Find those one, two or three functions that virtually everyone in the organization needs or wants.  The old term for this is the "killer app."  Effectively it's any feature of the portal that employees will immediately see value in using and something that you can make instantly accessible.  For example. surfacing a phone directory or portions of frequently used applications -- like electronic pay stubs.  The function needs to be something that users "need" to use as opposed to something that they could use (given the imagination to integrate it into their work).  One customer we recently spoke with implemented an employee lookup feature for a single department and it's now the most utilized feature -- by everyone from the mailroom to accounting to the receptionist.   As a result, this one feature is driving usage of the more traditional functions within their portal.
   
2. Train, Train and Train -- but do it quickly
   Most organizations miss this basic concept.  They also tend to focus on "all day" or other time consuming "big bang" sessions.  Remember that the portal is supposed to improve productivity, not create a huge hole in productivity.  By taking valuable resources away from their jobs for a day or more to try and consume loads of information, you not only create a down day, but the trainees will inevitably forget everything but the phone directory by the time they leave the session.  Instead deliver training in very small information blocks that take an hour or less.  Again, if we assume that the portal starts with a few key functions, developing training for these functions to fit within an hour or less session is not all that challenging.  If the functions are too complicated to show folks how to use them in that time, rethink the function.  Further, don't stop there.  Embed ongoing "training" into the portal, such that users can get to 30 second to 1 minute "mini-training" sessions on contextual content.  For example, if your portal has the ability to manage documents, embed links to help material literally next to buttons or links for that document management function.  A firm called Portalogiks has a product called "Virtual Training Academy" that contains 60 "modules" that fit this very description.  Their flash/shockwave-based materials are 30 seconds to 4 minute videos that present focused content around one specific function of SharePoint (e.g. how to upload a document).
   
3. Communicate Frequently
   One key to adoption is frequent and useful communication with the user base.  Users tend to forget or simply don't know that the portal may house useful functions  or, in the case of SharePoint, new approaches to accomplish the same task (see our blog entry on using SharePoint Search within Office's Research function).  Again, keep the communications focused around one topic that can easily be consumed in short order by your user community.
   
4. Flagrantly Encourage Participation
   One of my former managers, Sue Hanley, used to promote the idea of "bribery" for portal users.  Effectively, the portal won't survive without an active content contributor community and a broad consumer base.  Since the challenge is really a "chicken or the egg" problem, you should consider developing programs that encourage both the consumer and contributor communities.  In spirit of bribery, creating contests with prizes or a simple "gold" star program will help motivate both groups.  What works for your organization will probably be different from other firms, so do a little research and experimentation to figure what sells -- we've seen everything from lunch in the executive dining room to additional vacation days to iPod/Zune giveaways.
   
5. Make Incremental Improvements
   For a whole host of reasons, the big bang (rolling out all features at one time) approach simply doesn't work.  By contrast, introducing a new portal with a small set of core, broadly used functions tends to get the ball rolling.  However, without continued improvement, usage will fall quickly (or simply stagnate).  Instead, ensure that the portal continues to expand and grow.  This means not only in terms of functionality, but also approach.  There's a really good chance you won't get it right first time around.  Make sure that you become comfortable with changing how and what you're doing within the portal to keep up with feedback you're getting from your user community.  We typically recommend to clients that they make changes at least once a quarter, but no more than once a month.  This keeps any improvement scoped for a successful rollout and at a comfortable "consumption" interval, such that your users are not overwhelmed by changes.
   
6. Measure and Measure Again
   Don't guess at the portal's success, make sure you establish success criteria and gather both quantitative and qualitative data.  Use this data to continually evaluate if you're hitting your goals.  As the portal matures these measures will change, but do not become complacent.

While this list contains just six best practices, they are probably the most frequently ignored.  And, obviously, these best practices represent only a segment of what you should be doing  overall.  However, from what we've observed, just doing these six things well will vastly improve your overall success.

Using SharePoint Search as a Research Content Source

Back in Office 2003, Microsoft introduced the concept of the "task pane."  The task pane was a panel that appeared on the right side of the Office interface (at least for the "first class" Office products).  The task pane represented a few different functions -- from showing the status of a document in SharePoint, to allowing you to manage permissions on a document.   Included with these functions was something called the "Research" task pane. 

The Research task pane allows you to search various information sources using basic keyword-type searches.  For example, if you highlight a word in a document and right click, you see a function called "Look Up."  When you select that option, the feature searches through the dictionary (for example) for the definition of the term you highlighted.  You can see this function in figure 1-1.

Figure 1-1 The context menu allows you to lookup a term in Office 2007

When you execute this function, the Research task pane dutifully appears on your right.  By default, the task pane appears to the right and displays the search result. In addition, it exposes a number of other sources that the search can be executed against (shown in figure 1-2).

Figure 1-2 The task pane and the content sources.

When I first saw this feature, I thought it was a way to extract additional dollars out of buyers of Office, since a good number of the research sources were premium sites that wouldn't allow you access to the content without a subscription.  However, I then noticed a link at the bottom of the task pane labeled "Research Options."  Clicking on this link allows you to control what sources are included in your task pane, as well as allowing you to add addition sources as shown in figure 1-3.

Figure 1-3 The Research Options dialog

As it turns out, it's easy to add your own sources, in addition to enabling ones already defined within Office.  In fact, one of the best sources of "research" is SharePoint.  SharePoint's own search web service is already setup to be included as a search source (MOSS, not WSS). 

To add your SharePoint site as a search source, follow the instructions below:

1. Click on Add Services button
2. Type in the URL of the SharePoint search service.  The default URL for the search web service is: http://[server_name]/_vti_bin/search.asmx.  Simply replace [server_name] with the host of your SharePoint site.
3. Click on OK and Office will validate the selection to determine whether there's a compatible search service.  
4. Once Office validates the search service, it will show you the name of the search service available to be included.  The service name will be the name of the primary MOSS site where search is hosted.
   
   
   
5. Simply click on Install and your MOSS search service will be added to your research source.

Once you've added your own internal search as a source, any lookup done within first class citizens of Office (Word, PowerPoint, Excel and Access), can use that source to look up terms and return search results, just as any other source.   When users click on a search result, Internet Explorer automatically opens, preserves the search results in pane on the left side of the interface and show the specific, chosen result in the main window (as shown in figure 1-4).  Now, all users have to do is navigate the various results until they find the one they feel meets their requirement.

Figure 1-4 Search results preserved in IE

This feature is particularly valuable for organizations that need to connect employees with content throughout the enterprise.  In addition, it adheres to a good rule of thumb about portals: don't make your employees leave the applications they're comfortable using -- surface the functionality in the applications where they do their work

IIR/SharedInsights Portals, Collaboration and Content Management Conference

[UPDATED: 25 November 2007 - Slight flow changes to the content]

I've just returned from the IIR/SharedInsights Portals, Collaboration and Content Management conference.  While I've been speaking at this conference for a few years, this year's conference was a bit unique.  Unlike past conferences, where the vast majority of the attendees were more business oriented and "non-denominational" when it came to technology, this year's attendees were more technical and were very interested in specific technologies -- a good many of them interested in SharePoint.  It seemed that many of the attendees were either starting to implement or had implemented "phase 1," a smaller percentage were making their final decisions around what portal platform they would implement in the coming months -- almost universally, SharePoint was in the product mix, if not the chosen portal platform (hence the interest).  However, there still seemed to be a lot of basic questions about how SharePoint would fit in the enterprise.  To that end, I wanted to recommend a book written by some former colleagues of mine.  It's called Essential SharePoint 2007. 

Amazon.com: Essential SharePoint 2007: Books: Scott Jamison,Mauro Cardarelli,Susan Hanley ISBN: 0321421744 ISBN-13: 9780321421746

What makes this book somewhat unique in the space (since there are absolutely tons of book on SharePoint 2007) is that it takes a less technological route.  The book focuses on business usage more than technological implementation.  I would recommend it as good starting point for anyone interested in SharePoint -- whether or not you're technically inclined.  In addition, CMSWatch also has a number of reports which compare SharePoint to other tools in the ECM/Portal space.  These reports would also be valuable for anyone considering SharePoint.

Now, even in the SharePoint 2003 days, there was great interest in SharePoint -- organization's interest in 2007 is not really unique.  In a good majority of the cases, the Windows SharePoint Services component was and is a very big leap in accessible (easily obtained and easy to install) collaborative technology, but it is also just darn easy to use for the vast majority of typical Office users.  Contributing to this ease of use is the fact that the technology is directly integrated with Office -- even people with older versions of Office can use it (you don't have to match SharePoint's version with your Office version).  However, the 2007 version (and WSS v3) seems to have created a great deal more buzz.

From what I heard from attendees, most organizations were hoping to leverage the portal capabilities found in MOSS.  There was a slightly smaller group interested in pure team collaboration management -- project teams need a place to deposit assets and work from one "song book."  Finally, there were those groups who felt that SharePoint was almost a "blight," but needed to figure out how to manage it (my guess is that these individuals got caught in the WSS explosion that occurs in many organizations). 

If I were to identify the biggest changes/advantages, it would be in two categories: 1) expanding content management capabilities and 2) improved extensibility.  On the content management side, web content management tops the list.  This feature allows you to manage traditional web sites using SharePoint.   In addition, Microsoft has added new forms of contribution with the addition of Wiki and Blog templates.    When you add these capabilities to the business intelligence and forms processing features, Microsoft has taken SharePoint native content management function to a whole new level.

For the developer types, 2007 represents a leap forward in extensibility, where almost everything inside of SharePoint is accessible through the object model.   For example, you can write your own authentication provider, to enable SharePoint to use something other than Active Directory to authenticate users (unheard of in SharePoint 2003).  It's also now possible to easily add new interface elements to native SharePoint administrative screens using the "features" capability.

For those of you who might be interested in some of the content at the conference, IIR has posted some podcasts on their web site.   More podcasts will be posted as time goes by (include my own).  If you're interested in attending the spring conference, you can find more details on the IIR web site (you may want to wait a few days before searching around, since the current conference is still running as of 8 November).

SharePoint 2003 SP 3 Released

A new service pack has been released for both SharePoint Portal and Windows SharePoint Services (2003/v2). The KB article on the update can be found here: http://support.microsoft.com/kb/923643.

Thank you to Ian Morrish at WSSDemo for posting a link to the KB article.