There are two key principles to understand with regards to driving adoption - these are push and pull adoption. Push adoption is where you send a message out to a user by using broadcasts or drip campaigns. This means that the user will receive a message in the Work Chat inbox without triggering it. Pull adoption is where the user finds and triggers the bot message themselves - usually by searching for the bot or by being linked to it. Here is a bit more information about each form of adoption:
Push adoption tactics
Broadcasts are one of the most effective ways of driving mass awareness and usage of your bots and digital assistants on Workplace.
Schedule and send broadcasts to staff based on group permissions, profile attributes or create entirely custom segments by uploading email or user ID lists. Introduce your bots via broadcasts and use Nudges to automatically follow up with people a few hours or days later.
Use Group Triggers to automatically send specific messages to staff whenever they join or leave a group.
For example, your bot could automatically greet anyone that joins a new department or company specific group on Workplace. Likewise, when someone leaves a group you can also trigger messages - for example for end of project surveys or offboarding leavers.
Pull adoption tactics
Within Workplace, you can send a notification to all or specific groups that are given access to a bot. This appears in the same way a normal notification on Workplace would, informing the user that a new integration has been added that they can use.
Mark As Important and Pinned Posts
Share posts to relevant groups on Workplace introducing your bots and how, why and when staff should use it.
Include media, images or videos that bring the bot to life and stand out in employees’ news feed. Pin these posts to the top of groups and mark as important to increase visibility further.
Each bot has its own short link which can be included as a link in any posts, emails, calendar invites or any other electronic communications.
Create vanity URLs that redirect to your bot’s short link and include these in any images, posters or offline documentation.
One of the best ways to increase awareness and usage of your bots is to actively talk about them and promote their use cases in company announcements and comms.
Mention them in department meetings, all hands or company wide town halls.
Identify internal champions and involve them in talking about and promoting any relevant bots and digital assistants being launched.
Provide them with messaging guidelines, assets to share, or ways to send on feedback they’re hearing from their colleagues.
New Starter Onboarding
Remember that any new employees that join the company after your initial awareness campaign may not be aware of these tools.
Ensure that onboarding materials and company resources are updated to include mentions of and links to your bots. Group Triggers can help with new staff awareness too.
Physical Posters and Materials
Include posters that promote your bots in high traffic areas of your offices and physical locations such as entrances, canteens, hall ways, back office and communal areas.
Include short links, QR codes or discovery instructions to link staff to the bots from their mobile devices.
On Site Screens
Include visual prompts and introductory videos on interactive screens in high traffic areas such as receptions or hallways.
Celebrate Success Stories
Promote the success stories that have come from your bots and automation tools.
Celebrate ideas submitted, survey engagement, new starter feedback, peer recognition - and use these stories to generate more awareness and usage from staff.
Ignored Messages & Ongoing User Feedback
While some bots act as standalone automation tools, others have the ability to adapt and evolve over time.
Monitor your ignored messages for new keywords or content ideas that could improve future usage. Integrate user feedback into future iterations and feature ideas.