2. Lightly train employees. Graebe and Lee say they didn't want the platform to require a lot of hands-on training. Instead, they offer training to people on a regular basis. "We'll show people a new demo or ask department heads to bring their team to a workshop and we'll show you how to use The Hub to promote its offerings," Graebe says. "Or, we might pull together a panel of executives and superusers to share how they're using the site."
3. Promote, promote, promote. Though the pilot went viral, Graebe and Lee say they still spend time wrangling the slow-adopters.
"People still use the old listservs, so when I see a question someone posts there I'll say, 'I bet you'll get a lot more feedback on The Hub,' and then I get a thank-you note from them for pointing them there," Lee says.
"You're going to have to deal with executives--or other employees--who just want no part of the new platform," Lee says. "But that's your opportunity to point out great examples. If someone spends hours looking for one document, send them a link to the discussion on The Hub.
4. Make it unintimidating. Encourage employees to look at the tool like they would email and blogging, Graebe says.
"People don't think they need it to do the work they're currently doing. But, to keep up and take their offerings to the next level, they're going to have to work differently," she says. "They need to have a taste of how this gets them more feedback quicker, and to give them that we try to give them a nonthreatening reason such as a great photo gallery to check out. That way they're less intimidated.
5. Trust your employees. The Hub was successful at SAS, Graebe and Lee say, because they trusted their employees to use it properly.
"They know they're trusted by execs and managers and know they have a voice here," Lee says. "If there was no culture of trust, they wouldn't feel as good about using it."
That doesn't mean they haven't had a few issues pop up: "We've seen blog posts that were questionable, but other people flag it and the problem usually corrects itself," Lee says.
Kristin Burnham covers consumer technology, social networking and enterprise collaboration for CIO.com. Follow Kristin on Twitter @kmburnham. Follow everything from CIO.com on Twitter @CIOonline and on Facebook. Email Kristin at email@example.com