Planning for Cisco Jabber transition to Cisco Webex
Planning for Cisco Jabber transition to Cisco Webex Teams Adoption planning report Notes on how to use this document can be found in green boxes like this: 2020 Purpose of this document: This document is a template report to be completed by project managers and change consultants following planning sessions for transitioning from Cisco Jabber to Webex Teams. It can be used to circulate and agree the overall shape of the adoption plan for that transition so that all delivery teams are aligned.
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Contents © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 01 Business case 02 User populations 03 User devices 04 Upgrading & support 05 Self-service learning content requirements 06 Communications plan 07 High-level adoption plan
Business case Our business case is based on reducing operational costs and improving productivity. Digital work place transformation Improved security posture This business case is for example. Adapt this slide to capture your company’s business case for transitioning to Cisco Webex Teams. Be clear on specific goals, benchmarks, savings etc. and how you will measure. This will focus project activities on the right outcomes. Savings • Target of $x per annum of savings in travel. • Time gained in not maintaining and supporting on premise servers and equipment for Jabber. • Productivity improvement through better collaboration bringing everything in context under one roof. Travel cost reduction Modernized project collaboration capabilities Webex Teams is being deployed to all staff. There are many other “soft” benefits, such as smarter working, increased engagement, and improved work/life balance but these will not be measured. © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Measurement • Track Webex Teams usage against T&E expense claims and individual use. • Reduced ticket and time spent to support the on premise servers • Annual employee survey to measure improved engagement from use of Webex Teams.
Adapt this slide to detail your user populations: how they’re divided, where they’re situated, in what numbers, etc. Identify all challenges that must be overcome in order to deploy to everyone. User populations Company X’s user populations are found in four divisions: Division Detail Sites/locations Users (circa) Div 1 Worldwide 5 6, 000 Div 2 APCA 8 10, 000 Div 3 USA 12 15, 000 Div 4 EMEAR 5 5, 000 TOTALS 30 36, 000 • The large number of sites has created a travel-first culture. • We have grown by acquisition and each division has its own separate IT service and suite of tools. • We need to decide if we want to upgrade everybody at once or by each business division. Challenges For example. Edit as appropriate. © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
User devices Adapt this slide to detail your PC and mobile device estate. Set out your plans concerning security and authorisations for people using their own mobile phone. Identify challenges and actions for overcoming them. PC estate There is an approximate x/x split between Windows 7 laptop and desktop machines. Directors have Surface Pros. Less than x Macs are used by the design team. Challenges Mobile devices X % of users have been issued with a mobile device. Senior employees have i. Phones. Everyone else has midrange Android devices. A small number of Windows phones remain but will soon be phased out. The rest of the employees tend to use their own device. • Some employees are using their own mobile device. This could form a breach in data security. Challenge x • Challenge y • Challenge z Actions • A procedure needs to be set to authorize or stop use of Webex Teams on own device. • If authorizing, what security mechanism should be put in place. • If not, shall we issue mobile devices to all. • Action 2 • Action 3 For example. Edit as appropriate. © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Upgrading & support Adapt this slide to detail your plans for upgrading to Cisco Webex Teams and providing technical support to users. Identify challenges and actions for overcoming them. Upgrading Cisco Jabber upgrade to Webex Teams will be pushed to all machines via SCCM in batches and will take 2 -3 weeks to be installed on every machine. New accounts will be requested through the service desk and approved by managers. A new process may be required. Challenges Actions • Challenge 1 • Action 1 • Challenge 2 • Action 2 Support • Challenge 3 • Action 3 We have outsourced our service desk to Vendor X and they will provide a managed solution. • Challenge 4 • Action 4 Desk-side support agents are in some locations for part of the week; no location has a constant local IT presence. The service desk solve a lot of issues themselves but second and third level support is also available. © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential For example. Edit as appropriate.
Self-service learning content Adapt this slide to detail your plans for sourcing and supplying self-service learning content to users. Content List Source What do we need? • Persistent 1: 1 and group • Cisco Collaboration Help We need a comprehensive set of guides that employees will access on. • What is the new space concept • • Intranet Shared drive Web site Mobile device Who will produce it? Description of what content is available from Cisco and how it can be re-purposed for our use. Description of the gaps and who will create any new content. © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential messaging replacing groups and how to use it • The modernized presence option and its advantages • Advanced search filters to find spaces, messages and files • Webex Teams mobile app • Meeting and call differences with regular Webex Meetings • The ease of device pairing • Scheduling a meeting • Content x • Content y For example. Edit as appropriate. • Cisco Videos • Internal L&D department • Source x • Source y
Communications plan A robust communications plan is key to any successful adoption effort. Its purpose is not only to inform people of changes to the technology landscape but more importantly to answer the questions ”what’s in it for me? ” and ”why should I use this? ” (the value proposition). The plan is also a vehicle for branding the initiative so it’s familiar to employees. Execution is key to create on-going demand for Cisco Webex Teams. Treat it like a consumer launch inside the enterprise. Mass adoption comms plan - Key elements 1 2 3 4 5 Program branding Value proposition Physical assets Leaders brief Service desk brief Give the deployment a project name. Write “stings” and strap lines, produce logos and image libraries, and create basic branding guidelines to inform the tone of voice and look & feel of the entire effort. The aim is to make the initiative instantly recognizable. At a minimum, the value proposition is a slide deck, but could include videos of employees raving about Webex Teams. . Design posters and digital banners for events and roadshows. Brief leaders on how they can help to promote Webex Teams and its strategic importance to the company. Provide them with an overview of the plan. Brief the service desk on the roll out plan. Write FAQs for first line support on how to diagnose basic Webex Teams issues. Essential to avoid a situation where service desk agents don’t know about Webex Teams when someone calls in with a problem. . © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential .
Communications plan 6 7 8 9 10 Local IT brief Influencer brief PA/EA Brief Intranet Homepage Self-service learning Local IT agents must also be fully aware of the program and able to discuss the reason for change and value proposition with users. They should have an understanding of the kind of issues they’re likely to see and how to fix them. Write content specifically targeted at influencers, early adopters and super connectors. Give them early access to Webex Teams. PA/EAs need to support their executive’s adoption of Webex Teams. Leaders themselves seldom invest the time in attending training. Offer PA/EAs high-touch training and support. They are a valuable channel for feedback on how Webex Teams lands with senior leaders. Use your intranet homepage to advertize the availability of Webex Teams. Write blog posts, articles and design buttons and banners to promote Webex Teams on other web pages. Write or source comprehensive `how to’ self-service learning materials that are easy to read and navigate. Cisco has written everything you need at Cisco Collaboration Help. 11 12 13 14 Redirect from outgoing services User survey? Launch comms Digital signage Design and build surveys that can be sent out before and after the upgrade. Use the results to prove to employees and senior leaders that Webex Teams is having a positive impact on the way we work. This is a key communication sent to all employees. It conveys the business case, value proposition and program branding to create a lasting first impression. It should inform people of what to expect, what’s expected of them, and how to provide feedback to the project team. Create content for digital signage to launch and promote Webex Teams. Write communications to inform users of the differences between Jabber and Webex Teams. © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Communications plan Conduct an analysis of your internal channels to understand which ones work best. A posture of ‘tell, not sell’ and ‘demonstration, not declaration’ works best in written communications. Avoid saturation across the channels so people aren’t put off by too much messaging. As the most universal form of communications pay close attention to copy, tone of voice and language. Channel Audience Size Message/Medium Impact Measurement Email All non-VIP users 50 k Variety of announcements and self-service instructions throughout the upgrade (see example comms plan). High. Most read communication channel, easy to refer to, easy to embed links and use language to change behaviour. If available, track open rates and use of short URLs to measure click through rate. Community of Practice (Co. Ps) All employees 5 k max per space Regular slots to demo and explain the value of Webex Teams. Create a space to channel all questions. Medium. Add URLs to content in the Webex Teams space. Use of short URLs to measure click through rates. Daily Huddles All employees TBC Source champions and advocates to play a 2 min video to their colleagues on Webex Teams value proposition. High. Peer to peer, word of mouth recommendation has highest conversion rates and network effects. Use of short URLs to measure click through rates. Number of video views. Intranet All employees 60 k Banners, videos, self-service content. Continuous home page presence. High if continuous presence on the most active pages/sites. Share. Point and/or Google Analytics. Noticeboards/Posters All employees 60 k Attractive visual content using consumer style ads. Medium. Estimate footfall. Find locations where posters work best to re-enforce messaging with slogans, strap lines and stings. Consider creating QR codes for scanning with a mobile device to direct people to online content. © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Find champions, advocates and super connectors. Track and monitor click through and conversion rates to understand which channels work best for different types of messaging and adjust according to the data collected.
Highly granular sequencing of messages that can be adapted based on changing conditions on email and internal social network. Example communications plan Understand the need for different messaging to different audiences and channels. Physical desk drops. `How to’ guides, promotional gifts, posters. Subject/Theme Audience Size Key Messages Channel Introduction to Cisco Webex Teams initiative or programme Personal and Executive Assistants TBD Briefing session on benefits, contribution, reassurances and low impact on time. e. Mail Announce information sessions for PA’s Personal and Executive Assistants TBD To inform PA’s so they can explain to their directors the use and benefits of Webex Teams. e. Mail Webex Teams - coming soon All employees with a Webex Teams account TBD Notification of Webex Teams 60 mn training session. Intranet Promotional Ads Whole company TBD Webex Teams is here. Call out benefits. How to get an account. Socialise Webex Teams campaign Managers in Store, field, factories TBD Why are we investing in Webex Teams, what are the benefits. Desk Drop All employees with a Webex Teams account TBD Webex Teams is live Office location Webex Teams reminder Low adopters © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Month Day/Date Sender/Comments March Tue 05 Conduct online and/or F 2 F. Exec sender. March Mon 25 Upgrade EA/PA community with Webex Teams. Project manager sender. April Wed 24 Excludes Leadership & senior Leadership teams. Project team or Internal Comms sender April Tue 30 Need to devise, create sessions and resources. Internal magazine, MMS / SMS March Thu 14 Awareness, promotion, solicit feedback. Promotional content and what is new. Offline April Fri 6 IT and/or Line of Business managers. TBD Banners, slogans, call to action. Digital signage April Thu 19 Internal comms to coordinate. TBD Reminding Webex Teams is here. Call out benefits. Point to online documentation. e. Mail, intranet May Wed 15 Internal comms to coordinate. e. Mail, intranet Intranet Use channels that work best for each audience (e. g. SMS) Attention to detail on who transmits to get maximum response rates
High level Webex Teams adoption plan Service Delivery • • • Guide and test software upgrade. Adapt enablement procedures. Fully familiarize with new features. Engage and train local IT and helpdesk. Optimize the user experience. Write/deploy self-learning materials. • • Service Delivery Mobilization Promote & Launch Week 2 Mobilization • • Conduct change management workshop. Analyze user data. Establish target user groups. Write detailed adoption plan. Recruit champions. Establish project governance. Write a test plan. Conduct testing. Transmit reminders to inactive account holders. Display promotional content on digital signage. Deploy posters. Publish usage reports. Awareness Communications Week 5 Project Kick-off Mass Upgrade Promote & Launch • • © 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Interview end users. Expand & validate use cases. Create value proposition ppt. Create program branding. Write comms plan. Co-create all comms materials. Design surveys. Execute comms plan. Handover Awareness • • Transition to BAU. Handover to support teams. Handover Week 7 Project Ends
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