As with all other sizeable new business software implementations, a successful SharePoint deployment is one that is well thought-out and carefully managed every step of the way.
However in one key respect a SharePoint deployment is different from most others in the way it should be carried out. Whereas the majority of ERP solutions are very rigid in terms of their functionality and in the nature of the business problems they solve, SharePoint is far more of a jack-of-all-trades type of system. It’s a solution that typically spreads its tentacles across several areas within an organisation, and which has several people putting in their two cents worth about what functions SharePoint should be geared to perform.
So what is the best approach? And what makes for a good SharePoint project manager?
From my experience with SharePoint implementations, I would say first and foremost that a SharePoint deployment should be approached from a business perspective, rather than from a strictly technology standpoint. A SharePoint project delivered within the allotted time and budget can still fail if it’s executed without the broader business objectives in mind. If the project manager understands, and can effectively demonstrate, how SharePoint can solve the organisation’s real-world business problems and increase business value, SharePoint will be a welcome addition to the organisation’s software arsenal.
Also crucial is an understanding of people. An effective SharePoint project manager understands the concerns, limitations and capabilities of those who will be using the solution once it’s implemented. No matter how technically well-executed your SharePoint implementation is, it will amount to little if hardly anyone’s using the system. The objective here is to maximise user adoption and engagement, and this can be achieved by maximising user involvement in the deployment process.
Rather than only talk to managers about SharePoint and what they want from the system, also talk to those below them who will be using the product on a day-to-day basis. This means not only collaborating with, for example, the marketing director but also with the various marketing executives and co-ordinators.
It means not only talking with the human resources manager but also with the HR assistant, and so on. By engaging with a wide range of (what will be) SharePoint end-users and getting them involved in the system design process, the rate of sustained user adoption will be a lot higher than it would have been otherwise.
An example of user engagement in action concerns a SharePoint implementation I oversaw for an insurance company. The business wanted to improve the tracking of its documentation using a SharePoint-based records management system. Essentially the system was deployed to enhance the management and flow of health insurance and other key documentation within the organisation to ensure that the company meets its compliance obligations.
The project was a great success, largely because we ensured that there was a high level of end-user input right from the start. We got all the relevant managers and staff involved from the outset, we began training people on SharePoint early on and we made sure the change management part of the process was well-covered.
Also, and very importantly, the business value of the project was sharply defined and clearly explained from the get-go. As everyone set about making the transition to a SharePoint-driven system, they knew why it was important to the company and why it was going to be good for them too.
By contrast a follow-up SharePoint project for the company some months later was not as successful. Why? Because with that project, in which the company abandoned its existing intranet and developed a new one, the business benefits were poorly defined and were not effectively communicated to stakeholders. That particular implementation was driven by the company’s IT department which approached the project from a technical, rather than a business, perspective. User buy-in was not sought and was not achieved.
When the SharePoint solution went live hardly anyone used it because they didn’t see why they should. No-one had educated them on that. That’s the danger when you don’t engage all your prospective system end-users throughout every phase of a SharePoint implementation project.
As can be seen, while it is of course critical that the technical necessities of a SharePoint deployment be met, that’s only part of the picture. Without people using the system, or with people using the system to less than its maximum potential, the return on your SharePoint investment will never materialize.
Comprehensive engagement with all stakeholders, that’s where the other part of the picture comes in. That’s where a return on investment, an investment of time and effort, will most assuredly be achieved.