My personal gems from IntranetNow

GemsOn October 5 I participated in IntranetNow, and a wonderful conference it was!

There were plenty of interesting and enjoyable presentations but below are the ones that resonated most with me:

1. An excellent Yammer use case

Baxter Willis of WM Reply shared a great Yammer use case from one of his clients, drinks business Diageo.
Apparently they have an archive of all bottle types, advertising materials, recipes etc. Nobody was really aware of that department, until recently. They are digitizing their content and the archivist posts something interesting on Yammer every day, e.g.
“Did you know that Pimm’s has been associated with Wimbledon from the 1930’s?” accompanying a picture of a nice old newspaper ad proving her point.
This lady is now the toast of the company and her Yammer group is very popular.

I like this because it is another easy way to share knowledge, which would otherwise be hidden in the archive. Posting it on Yammer costs nothing more than 5 or 10 mins a day. It helps the Marketing and Social Media people in their current work by giving them new insights to the company and its history.

The new Smirnoff label is now based on earlier labels throughout time, and this is also caused by this work!

2. How to get feedback from your employees

Emma Morrison and Usman Hasan of Hyde discussed the their intranet redesign, based on feedback sessions with their employees.

What I liked about this is that they used a simple but effective approach of lunch sessions, and shared their learnings.

The “let them rant” or “whine and dine” idea resonated with me, as I have also found that sometimes people just want to vent, sometimes not about the intranet itself, but about related things.
In my situation I have heard from several annoyed people who had been handed over a team site due to reorganizations – either because they had a new role and the team site came with it, or because the previous owner had moved on. Someone else’s team site can be quite hard to handle as the setup and especially the permissions are not always documented or intuitive.
I have learned that the best way to help them is to go through their site together, trying to make sense of it (looking at site contents, checking permissions), rather than trying to defend something or taking it personally. 🙂

3. Improving an intranet with no budget

Janet White shared her approach to improve an intranet with very simple means and no budget. Anyone who can get good results with creativity and elbow grease, rather than money, is my hero!

Using simple tools like card sorting, tree testing and talking to users helped her to improve the navigation of the intranet (better labels and better structure) and some of the content.

Note

I have linked to the Slideshare versions of the presentations as I expect the information on the IntranetNow website will be replaced next year.

Image courtesy of Aasimshaz

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Using Yammer for a business process

YammerWe tend to think of Yammer as an optional communication and collaboration channel, where you can discuss topics and share information with and ask questions to all your colleagues, independent of where they are in the organization or on the globe.

But Yammer can also be used as part of a business process.

I recently talked to a Retail Sales organization that has been using Yammer for several years for a number of business processes.

1. Sharing information about customers.

A Yammer group has been created for each major customer.

Sales people visit shops, shop managers and customer head offices.
If they see empty shelves where their product should have been, incorrectly priced products, packaging with peeling labels, a nice display idea from a competitor, or anything else they find remarkable, they take a picture and upload that to the Yammer group with their comments.
This way they share it immediately with colleagues and the back-office, and the back-office can take instant action if necessary.
(For long-time readers, this is very similar to the process we had to facilitate with a Team Site as Yammer was at that time not an approved tool within that company)

YammerBus-Nicedisplay
Example of something interesting at the customer.

2. Flagging opportunities for improvement.

A dedicated Yammer group facilitates this process.
Whenever something could be done better, this is mentioned in this group, such as:
“I notice that the company flag at the Customer Center looks a bit worse for wear – can we have a new one?” or  “Can we please agree on a standard update interval for prices as I now have to find the latest prices in my own files rather than in the system?”
The Sales Managers discuss these suggestions and take the necessary action.

YammerBus-ImprovementsPost
Example of a potential improvement: reduce postage costs for samples

 

3.  Sharing winning strategies and achievements.

Another group has been created to share wins and winning strategies, as well as losses. Of course the Sales people are eager to share their wins, or show how they have added value or made a customer happy! Losses can also be a source for learning of course.
That information helps colleagues in two ways: they know what is happening with that customer, and they may learn different tactics to increase their negotiation repertoire.

YammerBus-Winexample
Example of win and interesting developments.

 

Not perfect

Is this perfect as a business system?
No. Yammer is not a CRM or Task Management system and conversations are easily lost without a process in place to capture and follow-up on them. Management and back office need to capture all posts manually and turn them into action lists and reports.
Posts are sometimes shared in the AllCompany group instead of in the group. (But you know you can move Yammer posts to different groups, right?)

YammerBus-Move conversation
In case you did not know – you can move conversations to a(nother) group!

 

But it works for them – the mobile Yammer app saves time for the Sales people, who are the face of the organization. They are on the road a lot and taking a picture with their phone and explaining in a few words at which branch of which customer they are and what they see, is quick, easy and useful.

As the Sales force does not often meet at the office, general improvements or the sharing of sales tactics might be forgotten without the Yammer group – but with the app they can share details immediately from any location.

Examples work!

The scenarios above may not work for you. But I have found that sharing examples help people to imagine what they can do with Yammer.

The other day I showed a rather skeptical audience these, and some other examples, of using Yammer. I also explained that, contrary to email chains, Yammer conversations are visible for people who get added to the group, e.g. new employees in the team.
All of a sudden one person said: “Aha! I am a Subject Matter Expert and I get a lot of emails from different people, asking me the same questions over and over again. If we use a Yammer group, we can share the questions and answers with everyone. That will save us all time. ”
We created that group there and then – it was also a good demo for the audience 🙂

Can you share some examples of how you have used Yammer for business processes?

7 Risks of Copy To and Move To (in SharePoint Online)

In my earlier post, I explained what happens when you use Copy To and Move To. CopyMove-Risks

I really like using it, but of course there are some risks too, especially because it is very easy to do.
I have already encountered the first casualties and I assume many more will follow.

So here are some things that I think are a tad dangerous:

  1. Even people with only “Read” permissions can Copy your content to a site they have more permissions to, or to their OneDrive. What does this do for “one version of the truth”?
  2. It is now very easy to Copy confidential content to a location with a completely different audience.
  3. People with Contribute or Edit in your site can Move documents to another site and delete them from your site.
    This has been a recent issue with one of my users. He reported that he had lost a large part of his site’s content and did not know what had happened. Fortunately I found his (200+) documents in the Recycle Bin. They had all been deleted by the same person, in a time span of about 5 minutes. I still do not know if that person had really used the Move option, but it is plausible.
  4. There is no way for you, as a site owner, to see if content has been Copied to a different site.
    You can see in the Document Information Pane if people have deleted content. You could also set an Alert for Deleted Items, so you know quickly if an unexpected large number of documents has been deleted and you can ask the deleter if they have Moved content. But for Copy…no option.
  5. As far as I know, there is no option for the site collection admins to see what has happened, except when documents that have been deleted are mentioned in the Document Information Pane or show up in the Recycle Bin. (Please let me know if you have found how to do it – a third-party tool perhaps?)
  6. You can lose metadata and versions if the target contains fewer than the source. With the new versioning settings the latter will probably not cause many issues.
  7. You can break links as I found out recently. I moved some documents around because I wanted to combine some libraries and I had forgotten these were accessed from Promoted Links. Duh! 🙂

How to counteract:

1. Give everyone only the permissions they really need

Making sure every person has the correct permissions is getting more and more important.
With the defaults for sharing and access requests set to give people “Contribute” or “Edit” permissions accidents with Copy or Move are more likely to happen.
Delve, that shows you potentially interesting information that you have access to, makes this part of site ownership even more important!
I often use an extra permissions set called “Contribute without Delete” which means people can Read, Add and Edit but only the Site Owner can delete content. That reduces the likelihood of content disappearing.

2. Inform users how Copy To and Move To work

If your users know how this works, they may be more aware what they are doing. Perhaps this picture helps to convey quickly what happens.

CopyMove-Versions

3. Inform users of the confidentiality of your content

Always make your site’s audience aware of the confidentiality status of your content. Not everyone may realize that some content (such as new brand names, prices or competitor info) may damage your company, should it fall into the wrong hands.
Tell your audience which content should not be shared and copied, and what the consequences could be if they do, both for the company and perhaps even for themselves.

4. Set Alerts for deleted items

You may want to set an Alert for content that is deleted, so you are warned when you see an unexpected large amount of deletions, for instance. As you can not restore the content someone else has deleted, contact your support team as quickly as possible to restore the content.

Of course I am curious to learn which issues you have encountered, and how you have solved those!

Image by Glenn Wallace on Flickr. 

10 things to know about Copy to and Move to (in SharePoint Online)

CopyMove-headerOf course you all know a number of ways to move documents from one place of SharePoint to another, such as Open With Explorer*, Content and Structure** and 3rd party tools.

But have you tried the “Copy to” and “Move to” options in SharePoint Online?
(I will use the words Copy and Move throughout this blog as this makes it easier to read…and write)

CopyMove-bar
Copy To and Move To become visible when you select one or more documents

I knew that Copy has been available for some time in document libraries, but only recently I have also discovered Move. So I decided to find out how it works and how I can explain this best to our audience. The Microsoft Help is accurate and helpful, but it does not mention everything.

1. This is only available in document libraries with Modern Experience. 

2. Copy and Move are available for Document, Asset and Picture Libraries.

You can Copy and Move folders or individual documents to other Document Libraries.
You can Copy and Move images from Asset and Picture Libraries, but only to the same Asset or Picture Library or other Document Libraries.
In Pages Libraries, you can only Copy a page and then only to the same Pages Library. This is useful when you want to base a page on an existing one.

CopyMove-Pages
In a Pages library, you can only Copy a page to the same library. No other targets are available.

 

CopyMove-targetoptions
Source and possible target libraries

3. Copy and Move can be done between OneDrive and SharePoint Online and vice versa.

CopyMove-OneDrive
Your OneDrive is always shown as option.

4. Copy and Move can be done between different site collections, unlike “Content and Structure”.

5. What you can do depends on your permissions.

a. To Copy, you will need at least “Add” permissions in the target site.
You will be adding documents, so you will need Contribute, Edit or Full Control or similar.
“Read” permissions to the source site are sufficient in order to be able to Copy content.
b. To Move, you will need at least “Add” permissions in the target site AND “Delete” permissions in the source site, as Move deletes the documents in the source site.

CopyMove-Permissions
The roles you need

 

6. Copy only copies the latest version, Move moves all versions.

This is the same as with Content and Structure, but it does not hurt to mention it again, as this is now available for more users and can have consequences!

CopyMove-Versions
Differences in Copy and Move w.r.t. versions

7. Move keeps the original Created and Modified dates and names.

Copy keeps the original Modified date and Modified By name, but Create date will be now and Created By will be the name of the person who copied. This makes sense, as you are creating a new instance with new Create info.
This can also be slightly confusing, as the Create date can be later than the Modified date.
In the screenshots below, I have used the same Source Library and two different Target Libraries, to show the difference between Copy and Move.
The documents have different dates, people and versions.

First, let us Copy the 3 selected documents

CopyMove-Copy3docs
Version number are 3.0, 2.0 and 5.0, respectively. Different names in Modified By and Created By.

 

This is the result:

CopyMove-3docscopied
All documents have been copied as a new version with the Created date of some minutes ago – while the Modified date is earlier! Created By is me (I did it) while the Modified By is still the same.

 

Now, let’s Move the same 3 documents to a different library:

CopyMove-Move3docs
Now we are moving these same 3 documents

This is the result:

CopyMove-3docsmoved
The original names and dates are in Created By, versions are the same.

 

8. You will receive warning messages in certain scenarios.

a. You Move a document to a target document library that has fewer versions enabled than the source. In this case, document Sharing 9 has 5 versions, the target library 3. You will get a useful warning and the option to stop the process. You do not get this warning when you Copy, as this only copies the latest version.
(This will become less of an issue with the changes in versioning coming up)

CopyMove-VersionWarning
Warning about fewer versions

b. You Move a document to a document library with fewer/different metadata. In this case, I am moving a document that has a Topic column to a target without that. Again, you can Copy it with no warning.

CopyMove-metadatawarning
Warning about different metadata

c. You Copy or Move a documents to a target location that already has a document with the same name.

CopyMove-Titlewarning
You can not Copy or Move when a document or folder with the same name exists in the Target library

9. This functionality is not available for guests.

Guests who want to Copy or Move get an error message, even if they have the correct permissions and see the options. Judging from the error message, the sites shown in the panel are sites you follow and/or have recently visited. As externals have no OneDrive to store their Followed sites, nor Delve to see the recently visited sites, this makes sense.
This may get awkward for long-term trusted external partners, though.

CopyMove-MysteryGuestIssue
Even though the option to Copy or Move is displayed, external users/guests can not do this.

10. The sites that are suggested as targets are based on the Office Graph. 

A good reason to Follow your sites – they show in the targets panel and save you searching. The suggestions are based on the Office Graph and this explains why external guests can not Copy or Move – they have no Office Graph. Thanks to Greg Zelfond for providing me with this info! 

CopyMove-followed sites
What is shown here depends on your Office Graph.

 

My two cents

I am quite happy with this functionality. It is very simple and it will be very useful in case of organizational change or archiving a project.
I now use it all the time when I move instruction and help documentation (that I write using a Word template on my laptop) from my OneDrive to SharePoint. Somehow it feels easier.

However, I would not be me if I did not see some risks. But as this is already quite a long post, I will leave that for next time.

Special characteristics of other ways to move documents

*Open with Explorer
Microsoft help
• Needs Windows on your PC as it opens Windows Explorer
• Needs Internet Explorer 32 bits, does not work with any other browser
• Only works with Classic SharePoint
• Content takes Create/Modify dates and names from the person performing the action and the date/time of the action
• No versions can be copied or moved

**Content and Structure
• Only accessible for people with Contribute or higher
• Only available to copy and move within the site collection
• Only available when your site collection has publishing features enabled

Image courtesy of Baitong333 at FreeDigitalPhotos.net

SharePoint Holmes and the Continuous Classic View

Sherlock GnomesThe case

“Why can I not set my document library to the New experience?” the user asked me.

“Of course you can, let me show you”, I said confidently.
Over-confidently, as it turned out. Because there was no “Exit Classic View” link bottom left.

Classic-Nolinkbottomleft
Huh? No “Exit Classic View” bottom left of the page.

 

And the Advanced Library Settings showed that the library was already set to display in New experience.

Classic-LibrarySettings
The library was set to display in the New experience

Sigh…I got my SharePoint Holmes hat and magnifying glass out of the cupboard and set out towards…

The investigation

  1. I remembered some other sites which did not display their “Exit Classic View” button. Those all have a banner on top of the page,  a popular feature from our old intranet, that has been migrated to the new intranet.
    I set the user’s page into Edit mode. There was a web part zone on top but there was no web part in it, so that did not give me any clues. Hmmm.

    Classic-Nowebpartontop
    Empty web part zone!
  2. I looked at the other views in the library and those were in New Experience. Huh!
  3. I created a new view and this was in New Experience as well, so the issue was with the default view.
  4. To check my sanity, I did some searching (Yes, I know I should do that straight away but I like to look at things and push buttons 🙂 ) and what did I find?  This.
  5. So, I dove into that Classic View, edited the page, looked at Closed Web Parts…and found a Content Editor Web Part.

    Classic-ClosedWebpart
    There was a closed web part on the page.
  6. I added it to the page, then deleted it and that turned out to be…

The solution

Classic-AfterRemoval
The library now shows in New experience, with the “switch”-link bottom left.

So, there are two options when you can not get your document library to show in New Experience while it is set to be New:

  1. Remove all web parts on the view page, open and closed.
    Set the page to Edit mode.
    If you see a web part, DELETE it.
    If you do not see a web part, click Insert > Tab > Web Parts > Closed Web Parts. If you see one or more web parts mentioned, add part(s) to page, and then DELETE it/them.
  2. Create a new view by copying the old view with a new name, setting it to be the default view if needed, and deleting the old view.
    I must admit this did not work in my own tenant – all views showed and were created in Classic SharePoint. But I have seen this multiple times in our work tenant.

If you want to display a picture, you could also upload one or more pictures and pin it/them to the top.

Microsoft also has some things to say about the Classic vs Modern view. They also mention the influence of web parts (at the end of the article) but the language is not very clear.

About SharePoint Holmes:
Part of my role is solving user issues. Sometimes they are so common that I have a standard response, but sometimes I need to do some sleuthing to understand and solve it.
As many of my readers are in a similar position, I thought I’d introduce SharePoint Holmes, SharePoint investigator, who will go through a few cases while working out loud.

Picture from unknown source but it was too funny to let go. See the trailer of Sherlock Gnomes! With Johnny Depp…

Dear user of our intranet

DearUserbyStuartMilesThis morning I received your support ticket.

Many thanks for enclosing the complete email chain with all your colleagues. Apart from a good permissions puzzle, there is nothing I like more than going through a 40-message email chain, and find the hidden clues between the “FYI” and “Can you help” forwards. I am really pleased that you have tried to get help from so many people before logging a call in our incident system, and it is heartwarming to see your colleagues’ empathy and desire to help.

From this wonderful meandering narrative I understand that “editing the Monthly Forecast in the Marketing site does not work”. That narrows down the possibilities, because only 938 of our approximately 15.000 sites have Marketing in the title, so it will save me going through 14.062 sites which are definitely not called Marketing.

Now of course I assume the Marketing site has “Marketing” in its title 🙂

From the company address book I see that you work in the Dairy division, which has 297 Marketing sites, so I can increase the odds even further.

Then it is only a matter of finding a Monthly Forecast document in one of these sites and checking which one does not work. That should not be too difficult: I did a Search and found 6274 hits on Monthly Forecast – it is matter of checking URL’s against the Marketing sites to see which are eligible.

I assume you wanted to edit a recent document so will start from the most recent.

In conclusion, I will check the cross of Dairy Marketing sites and Monthly Forecast docs from the last 2 months, and see which one of them “does not work”. Now of course there are many ways of “does not work”, but do not worry, I will check them all, from permissions to document library opening behavior, checkout, and workflows to corrupted documents.

I have planned about two weeks to go through this and I am quite looking forward to this challenging quest!

However, should you be in a sort of hurry, or have a deadline, please let me know. After all it is the 21st already and I can imagine you will need to update this document before the end of the month. Sending me the URL of the site, the name of the document and the document library/folder it lives in, as well as a description of what you were trying to do and what happened, possibly even with a screenshot of the error message, will reduce the quest to an hour or so. Of course this will rob me of the fun of exploring this all by myself, but I know that this is business-critical content so I can not be selfish.

Looking forward to your information,

Best regards,

The Helpdesk.

Image courtesy of Stuart Miles at FreeDigitalPhotos.net

SharePoint Holmes and the Embedding Enigma

SH-ObjectDetectiveSmallMy SharePoint Holmes cases are not extremely technical or complicated. Most of the solutions to the issues that I encounter have been amply described in blogs and Microsoft support. So why do I sometimes feel at a loss when I have a new issue to solve?

  • I am still learning about SharePoint Online
  • Users generally do not know what the issue is and they do not use the most precise language. Nobody likes an issue that stops you doing your job and calls for submitting a support ticket, so I can imagine you want to spend as little time as possible on that ticket.
  • As a result, things may have a different cause and solution than I expect from the description. I may think that it is permissions-related (I often do), while it may be PC, browser or document library settings. Or vice versa.

For instance “I can not manage my site” (to me, this sounds like a permissions issue) has meant different things in different circumstances:

  1. “I can not edit my site’s homepage” (because the page has been checked out to someone else – this is a document management issue, not a permission issue)
  2. “I can not manage permissions” (because I am not the owner of the group I want to manage – a permissions issue)
  3. “I can not manage this content in my site” (because this content has unique permissions and for one reason or another I am not in the site owner’s role here  – a permissions issue)
  4. “I do not know how to manage my site” is a training issue

With this SharePoint Holmes series I try to start with the issue as described by the user. As that is not always clear or correct, I sometimes start off on the wrong foot.

The case

“Hyperlinks in a document on SharePoint are not working” the title of the incident read.

Well, “not working” or “is broken” are always great and accurate descriptions that any support person loves to see 🙂 . So I called the owner and asked him to demonstrate the situation.

The issue was with a manual (in Word) that lived in a document library.  The document had some embedded documents as well as some hyperlinks to a company system.

The real problem was: “In this document, the embedded documents as well as some specific links can not be opened – they appear unclickable”

The investigation

    1. I opened the manual – I noticed that the document opened in Online format.
    2. I clicked on a number of links – all links to pages worked OK but I could not open the embedded docs. There was no “hotspot” or “zone” where the cursor showed something clickable.

      SH-Object Online
      The embedded Word document was not clickable
    3. The special links (to a certain system) looked properly configured, but they gave an error message.
    4. I could not find anything strange in versioning settings (no mandatory check out) or advanced settings. The opening behavior was set to “use the server default (open in the browser)” which is standard practice.
    5. I determined to take a better look at the document, because only that document caused the issue. I did not want to make changes to the content, so I downloaded it.
    6. I opened it in Word. The embedded documents could be opened – they had an active window. And I could open the special links too!

The solution

OK, this was easy. I changed the library’s opening behavior to “open in the Client application” and opened the document again. Yes, the embedded documents and the links were now clickable and opened without problems.

SH-Object Client
An active zone appears around the embedded document when opening the document in Word

I can not explain what was happening with the links but they could be opened in the Client software.

This is yet another illustration of the fact that the Online versions of the Office programmes are limited in functionality.

The owner of the manual was happy, but I suggested to upload all embedded documents into the document library and making links to them from the “Master Document”, instead of embedding. If they are in a document library, you can manage and update them online when needed, and the link in the Master document will always lead to an up-to-date document. If you embed the document, it will live on its own and there will be no history of changes or anything.

Which issues with the opening behaviour of document libraries have you encountered? (Apart from my earlier password-protected document case)

Image courtesy of Craig Whitehead on Unsplash.com