Architecting a new site

Just thought I’d share some notes from a conversation with a very successful architect and IT evangelist.  Symon Garfield gives presentations world wide on the Art of SharePoint Success.  He mentioned to me (and in his 16 part blog) that 70% of IT projects fail and of the 30% that succeed, only 13% of the original tally are still in use a year after implementation.  These are fast & loose statistics, but generally accepted figures in IT.

There are 4 key elements to a successful SharePoint implementation:

  1. Governance
  2. Strategy
  3. Architecture
  4. Transition

Suffice to say that while planning is very important, understanding that a true SharePoint project is less a “project” and more of an ongoing organization change.  It is shallow to assume you are merely moving the organization to a collaborative environment when in actuality you are causing a huge fundamental shift in the way the organization is doing business, both internally and externally.

Without going into a long diatribe about how it all works, let’s just say following a plan that keeps the four part structure above in mind, is vital to a successful shift to SharePoint. The key steps include educating the client in what they are getting.  This includes different approaches for management, IT admin and users.  The steps I follow are:

Get the gist of the client’s goals – lots and lots of talking involved

  1. Set the expectations for what they will be getting – both more & less then they expect
  2. Gather the requirements from management goals, IT admin and user processes
  3. Analyze the existing processes
  4. Architect the system
  5. Get buy-in from the client
  6. Hand off the architecture to developers
  7. STAY INVOLVED!  With status reports, monitoring progress and issues, timelines, and payments
  8. Push the client to USE THE NEW SYSTEM and identify any needed changes

10.Get sign off

Moving to SharePoint is a huge change in the way your clients do business.  I believe it is almost always a move in the right direction.  Some processes do not require SharePoint.  There are cheaper, less capable systems that might suffice for their needs. But for any company collaborating on documents, projects, data sharing, anything using a timeline, forms management, order taking from customers, inventory management, and even more subjects, SharePoint can be a game changer.  It will bring a basis for establishing improved efficiency, better business tracking (dashboards anyone?), better communication, and improved tools for managing a business.

SharePoint is not the tool for everyone, but it is a tool that most organizations can make use of.  Symon knows this and so do I.  IT administrators fear losing control, even while complaining about their workload.  In reality, SharePoint shifts the business management tools more into the hands of managers where they belong, empowering managers to understand their business better and feel more in control while freeing IT to focus on the server room and less on making a site pretty or meet a manager’s idea of functionality.

SharePoint Adds to the War Between IT & Users

By Rob Moses, SharePoint Consultant, Caladan Consulting Inc.

I read with interest Scott Robinson’s blog “Why SharePoint Sucks Part II“.  While he made some excellent points about how SharePoint is under utilized and often mis-configured, he did not delve into the common war between users and IT found in many companies.  Yes, SharePoint IS absolutely under utilized and mis-configured (for example: using folders in libraries defeats the purpose of SharePoint).   There are many reasons for this and each deserves their own article.  But today I will focus on the “war” between users and IT that I’ve seen repeatedly in companies where I’ve worked as either an employee or a consultant.  I hope you will forgive my weak attempt at shedding light on this complex subject.  I’m no great writer even though I do have some good moments.  Just not often enough to satisfy everyone.

I find myself being denied work by IT managers as a SharePoint expert as I come down solidly on the side of business rather then what IT thinks is best for business. I can see both sides and both sides have legitimate gripes.  This subtle war going on at many businesses between the users and their IT departments and resentment is sometimes palpable and uncomfortable for us consultants.

Users want solutions to their challenges.  Something to make their jobs easier.  They don’t care about the complexity of designing a precise solution to do their job, they just want it.  It seems pretty simple to them. Frequently, a user’s favorite complaint is that IT dictates solutions that only complicates their jobs by adding new challenges like learning complex new software that is not, in their opinion, intuitive nor easy to master.  They see IT has living in their own world of cold server rooms interacting with their bits & bytes and complex electronic worlds where a piece of code solves all the world’s problems.

IT, on the other hand, has the challenge of meeting a wide variety of user needs and do it in a cost efficient way.  They know users often want the world, a precise solution to their specific job. Yet the (often overworked) experts in IT are tasked by management with finding a solution that has the widest application within the company and meets the needs of most users, even if those users have to adjust to an application that is complex and/or not quite right for their job. IT has the problem of being seen as geniuses who make excuses to avoid creating the perfect solution so they’ll have more time for their computer games (that must be what they do in there all day, right?).

Many consulting firms will tell you “the user is always right”.  Yet we all know the price of providing a precise solution can be expensive.  A good consultant will provide a variety of solutions with the advantages and disadvantages of each laid out, especially cost.  I know SharePoint can be the answer, even using just the OOB (out of the box) solutions…..if you are able to put in the time to research that solution and accept that maybe it is just not possible (rare) or worth the investment in time and resources to develop that solution when a third party solution or custom coded solution can provide exactly what you want (See Bamboo Solutions for a good example of prepackaged solutions).

One of my favorite complaints about those third party and custom solutions is that they lock the client into the present version of SharePoint requiring hiring a consultant or programmer to make adjustments or find new solutions when migrating to the latest version (Note that Microsoft tries to upgrade their apps every 3-4 years to add new functionality and of course, generate new income).

SharePoint has functionality that is as yet undiscovered by the majority of users.  Scott Robinson’s article correctly pointed out that even simple document management libraries are often mis-used as repositories to dump documents, articles, photos, multimedia, etc. instead of organizing them (which needs workflows (notification and archiving) and a library administrator using Approve and admin rights to assign permissions and develop views – that’s article in itself).  There are a myriad of functions within SharEPoint that require developer and frequent Administrative attention – projects, custom content (another large subject), current news and graphics, links, blog management, up to date wikis and many more you could fill a book with.

Back to the war though, IT members come from a background of hard won knowledge about providing solutions, often through fading technology like programmed solutions where a few hundred (or thousand) lines of custom code solved the issue.  Unfortunately, rather then dive into SharePoint (ANOTHER program to learn!” is a valid complaint for weary IT experts), they write a long coded solution and have SharePoint call it. Problem solved, at least in the short term.  Business users who don’t care about the effort required to constantly stay up on new apps, especially one as complex as SharePoint, feel roadblocks are being thrown into their paths and excuses are being made.  Both sides have valid arguments.

But then what I run into is hardened positions in IT blocking me from providing a solution or even letting business users know that someone like me exists to solve their issues!  Because this would cause business users to expect ever better service, no matter the exhausting effort required to meet those higher expectations.  Given that IT staff often work long hours hidden in refrigerated server rooms makes their hard work go unappreciated by business users. You think they like staring at code all day? (Ok, they do like it, but they’d also like to have a life outside the server room).

Yeah, I see both sides of it. I too want the user to be satisfied with a solution that meets their needs, makes their job easier, and gives them more time to surf the internet (oops, we aren’t’ supposed to notice that habit).   I want IT experts to have a life outside of the server room.  Both sides need to give a little, and many do.  But many do not.  When I am in between projects, being turned away from poroviding my skills and (sometimes limited) expertise, I too get a little emotional as I don’t like having too much time on my hands in the prime of my career.  But I too have to step back and acknowledge IT managers have valid concerns in offering to meet every single department’s needs too precisely by throwing unlimited resources at creating that perfected application that makes user’s jobs so easy that they have more free time for surfing or management can reduce staff, or add new tasks, etc.  Any way you go, the IT manager will only be a hero for a short while and trust me, he/she understands that very well.

So next time you complain about the other side (IT or users), try a little understanding.  SharePoint brings out the best and worst in this war.  It is powerful and huge in scope.  It CAN provide very nice solutions and it is very commonly under utilized and poorly managed.  But that is due to human nature, not IT or business user’s selfishness.   Not everyone is as diligent, perfectly balanced and fair-minded as you are (My ex-wife makes sure I know that I am way too flawed to make such a claim).

Rob Moses