User Communications and Training – Step 8 of Desktop Deployment

User Communications and Training – Step 8 of Desktop Deployment

– Welcome to Desktop
Deployment Essentials, our new series to help you prepare for your shift to Windows
10 and Office 365 ProPlus. In the next few minutes I’ll
walk you through step eight in our deployment process wheel. I’ll walk you through the
tools, tips, and templates for training your users
on the latest updates to Windows and Office. The trick here is to figure out how to introduce updates when some users might fear disruptions
to their productivity or changes in their workflow or if they have to learn new things. And the good news is if
you’re moving from Windows 7, or Office 2010 or 2013,
there will be a lot of people familiar with Windows 10
and newer versions of Office that they’re running on
their personal devices and all this is gonna help
reduce the impact of change. Starting with Office, if you’re deploying Office 365
ProPlus for the first time, this is when you can
communicate the benefits of signing into Office apps
and saving files to OneDrive or sharp point locations to
enable easier file sharing, reduce file branching, and also enable realtime co-authoring. Detailed communication
and training templates are available for these and
other local browser-based apps like Teams and Planner. We also give guidance for
new in-app capabilities like attaching OneDrive
link files in Outlook or using new Morph slide transitions and designer features in PowerPoint. For Windows 10, we help
you familiarize your users with optional default capabilities like Windows Hello to login
securely using biometrics, start menu updates to personalize
your Windows experience, Timeline to easily get back
to what you were working on, Cortana, and much more. Now there are also visible
security and compliance controls that your users may also be exposed to. Enterprise Mobility + Security which comprises Azure
ID and Microsoft Intune integrates additional capabilities with Windows 10 and Office 365, that you can target for
your desktop upgrade. For example, if you’re using
multi-factor authentication, this uses Azure ID and
protects user’s sign in to resources by leveraging
a phone app or pin to securely access services. And Azure information protection makes it easy for users to classify and label their documents. And these are just a
handful of new capabilities that may be experienced by your users and to avoid help desk calls, we recommend two complimentary approaches. First, proactive communication to users so they know what to expect and second, the use of deployment rings
with phased deployment to control the rate of your rollout. Let’s start by explaining the concept of phased deployment
using deployment rings. Basically, it’s the concept of starting with small groups then broadening that in a measured way over time. Normally by the time a communication and training plan is drafted, these rings and their
members should be formed. This way you can reduce potential risk and validate your approach
as you continually open the deployment valve or
pause activities if needed. For example, when you
see more help desk calls come in than expected. Now deployment rings are
best created in cooperation with business units and their managers. You’ll want an understanding
of critical dates and times to avoid when deploying or making changes. Now with careful planning and buy-in from these stakeholders it’s
easier to get users on board and comfortable with any
changes coming their way. Now let’s break down what you’ll
want to do in these phases. First, phase one should
consist of the IT team and early adopter insiders. It’s usually best to begin your deployment with the IT team and
enthusiastic and user adopters who volunteer for early access. Now with these insiders, you
can test your communications, the impacts of change,
and the effectiveness of your communications and training. During this phase IT runs small pilots and learns troubleshooting
automation techniques to help during the
broader deployment phases. It’s important to have engaged members in this initial phase to make sure they’re documenting their observations and feeding back to the process. Also it’s good to have
champions outside of IT that help extend organic
word of mouth communication of new capabilities and they’ll often be the first line of support when users in later phases need help. Next is the pilot phase. Once you feel good about the first phase, you can start to target
a larger set of users for your pilot. Now this should comprise a
representative mix of user roles, device types, Windows
apps, and office add-ins. The data returning from these groups will be used by analytics
to target initial waves for phase three, broader deployment. Remember all PCs in this
phase and future phases should be logging up to
the analytics service so that you can collect telemetry. Now for this phase, it’s
especially important to communicate changes and help users take advantage of new capabilities. Users can often
deprioritize or ignore email or other communications coming from IT so it helps to meet with their management to get help communicating change in driving that option of
new tools and technology. You’ll also need their input
on time frames to avoid, so you can minimize user disruption. For example, the finance team
may be particularly sensitive at the end of a fiscal quarter, or product development teams may want you to avoid their
timings for product launches. In parallel to planning for devices, users, departments, and timing, you can start to build your communication and training plans as well
as begin compiling content or engaging with outside
resources to help train users. To help your effort in pulling
together training content, you can access a comprehensive set of short, video-based training with step by step instructional guidance on the Microsoft FastTrack
Productivity Library. Now there are hundreds of topics based on what’s important
to your organization, including creating more impactful content, sharing sights, transforming teamwork, and unlocking productivity
with modern devices. Also if you’re using Office
365 or Microsoft 365, there’s a very good chance
that you’re eligible for help with driving user adoption via Microsoft’s FastTrack service. Representatives will guide you through adoption best practices as you go through Microsoft
365, Windows, Office, and EMS rollout processes. And additional resources can be found on Microsoft’s IT Showcase Series which provides Windows 10
deployment-related content. It includes timelines and schedules, digital promotion
templates, email templates, and intranet content. Now these are based on the materials used for Microsoft’s own
deployment of Windows 10 across thousands of users and has been modified for
any organization to use. These components and services
together can be fine tuned during the pilot phase. And as you start to realize
what’s resonating with users on the training side of things, which devices to target via analytics, and which devices are
users to avoid or delay, you can begin to broaden your deployment in later phases using a data
and experience-driven approach. As your pilot expands
you’ll wanna document and publish frequently asked questions and self-service content to help proactively reduce support
tickets and help desk activities. And this brings us to
phase three and beyond: broad deployment. Now by the time you reach
broad deployment phases, you’ll have refined your processes, communication, training
and self-service tools. Now you can use data
collected via telemetry to target more and more PCs. And you can also deploy at a rate that’s manageable to your IT department, help desk, users, and network capacity. You can always go back to step two in the deployment process wheel to optimize your network even further, and you can watch more about
that at the link shown. Now in addition telemetry that you monitor via the analytics tools, you can also monitor Office
365 and Microsoft 365 usage in a granular way with
detailed usage reports via workload in the admin center, and by using the admin
reports via Power BI. These are great tools so
help set and track goals as you roll out new tools
for working together, like Microsoft Teams or new ways to share files like OneDrive. Remember, new technology
acceptance and adoption will continue long after every PC in your organization has Windows 10 and Office 365 ProPlus installed. And users won’t necessarily
change how they work unless you take the time to inform and train them of new capabilities. So that was a quick run through of user communication,
training tips and resources. We’ve now reviewed every step in our modern desktop
deployment process wheel but the good news is, you
can revisit many of the steps and keep using the tools
that you just set up to stay up to date with
semi-annual feature updates. To learn more, visit our modern
desktop deployment center and keep following our desktop
deployment essentials series here on Microsoft Mechanics. Thanks for watching. (light music)


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