Facilitating User Engagement: A Systematic, Survey-Based Approach

Organizations are increasingly adopting cloud-based, collaborative IS like Microsoft 365 to enhance collaboration and productivity, which was accelerated by the Covid-19 pandemic. Higher productivity through these systems also offers a solution to potential workforce shortages. However, introducing such IS often faces challenges, including user reluctance to change existing habits and software. For example, low willingness to change and poor communication exacerbate this problem, especially with suites like Microsoft 365, which help transitioning from software to cloud-based, collaborative solutions. The key challenge in integrating new applications is engaging users effectively, as poor engagement leads to unsatisfactory experiences and poor value. Understanding user needs and providing support are crucial for promoting adoption. For collaborative IS, such as conversational agents, their value depends on user interaction. Addressing these challenges requires a structured method focusing on user feedback and requirements during the lifecycle design phase. This study examines the introduction and increased adoption of Microsoft 365 in a multinational organization. Despite expectations for high usage, fostering user engagement remains a significant hurdle. Therefore, we developed a systematic, survey-based approach in a case organization, aiming to stimulate user interaction by repeated fostering of interactions, and, consequently, add value for users.