Saturday, November 10, 2018

Ignite 2018 - BRK2190 - Delighting your End Users: Facilitating a smooth transition from Skype for Business to Teams

Presented by Sarah Goodwin and Debbie Arbeeny.

It is not rocket science to use this framework.

The customer ICA (from BRK3141) said
"We did not migrate any user, all our users choose to move".

Among the first words we learn are "no" and "why" - that is why we have the concept of "shadow IT" in larger organizations today. No user will go get their own system for email, but for collaboration there are many tools out there making "shadow IT" grow bigger and bigger. The "deploy it and they will come approach" will not work - look at Access, many people have Access deployed - few use it.

"You never get a second chance to make a first impression." - Classic quote that is so true.

Change is not a one-size-fits-all every organization are made up of innovators, laggards and everyone in between. In a general organization there are about 25% early adopters and 25% laggards.

A "pilot" is not only to test the application, also the training, help desk, etc, must be tested.

Poll: How long time does it take a person to change behavior and create a new habit?
Studies used to say 21 days for a small change, but now we are estimating more like 2 months for a small change and 6-12 months for something major. I.e. "deploy it and they will come" will not work.

Be mindful about implementing too much change at once. People react to change differently. We all listen, learn and retain information differently.

Never tell users
  • "We are moving to Teams because it will save us x amount of money"
    (You are taking away tools I use?)
  • "We are implementing this to improve your productivity"
    (I already work 12-hours a day, and it is not enough?)

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