It’s part of our simple framework for achieving high end-user adoption: http://www.slideshare.net/EphraimJF/achieving-high-enduser-adoption-on-your-intranet-presentation. (Only three slides, and one is the title and another is a diagram, so it’s an easy read/view.)

He also mentions that they use agile to enable this continuous prototyping. I’ve wondered for a while why more social software suites don’t incorporate agile capabilities into their platforms to make them self-healing. They could also help to use social capabilities to improve social processes — I know people using agile for marketing processes for example, but you could easily apply to CRM, sales etc.

As for the chart if you did change the axes it would solve the problem. While it would still go down and to the right it would mean that as friction (y axis) approaches zero then adoption would extend to the right (increase).

if we swapped out “friction” and replaced it with “flow” http://en.wikipedia.org/wiki/Flow_(psychology), then it would work… but i think friction is easier to understand. friction generates heat; too much cognitive friction and your brain explodes. Ugh.