Welcome to the third post in our “O365…Now What?” blog series. This series looks at some less-technical aspects of enabling a successful Office 365 journey. Our first two posts discussed Migration and Communication plans. This post will delve into the specifics of your end user training plan. End-user adoption is one of the most critical aspects of your O365 rollout, and can literally mean the difference between a dud and a success. Here, then, are the most crucial elements to include in your O365 Training Plan.
Crucial Elements to Include in Your Office 365 Training Plan
Developing an effective training plan means anticipating and documenting all the questions your users may have and providing adequate training materials for the organization. Training should take multiple approaches and be geared toward maximizing training effectiveness—along with the users’ time—during the training sessions.
Below are some useful training methods that have proven to be effective for various user types:
Specific to executive staff and assistants, the main focus here would be on the “White Glove Treatment,” which consists of a select dedicated group of technicians who are skilled at troubleshooting and interacting with executives. All VIP troubleshooting is typically coordinated with the executive’s assistant.
Onsite Migration-Prep Sessions
The target audience for onsite migration prep sessions should include all user types and the content should include general info on what users will experience and what they will be required to do as part of the migration process. Example topics include a user migration demo/test, the known/expected issues users may encounter as part of the migration process, a catalog of items that will and won’t be migrated, and reiterating the details of the support-request process following the migration.
User Lunch & Learns
User Lunch & Learns should include a demo of the benefits and features Office 365 has to offer. Topics should include how to request permissions to shared mailboxes, how to save files to OneDrive, how to properly and effectively collaborate using MS Teams (including chat capability and meeting-scheduling). Additional topics might include a deeper dive into Outlook’s features, depending on the organization’s level of expertise.
When transitioning to O365, a detailed FAQ’s document is always helpful as it provides information on what users should expect to experience as part of the migration. An FAQ’s document should include what users should do prior to leaving the office the day before their scheduled migration, along with what will be expected of them following the migration. It’s also important to document any “known issues,” along with a running list of frequent questions being called in to the helpdesk to help alleviate future helpdesk calls. This document should be posted on the organization’s intranet and the link emailed out to users as part of communications.
Live Webinars—both Pre- and Post-Migration
Live webinars should be conducted by internal support staff or by utilizing a 3rd party partner to assist in hosting sessions, specifically around pre- and post-migration questions and issues. This also represents a great opportunity to stay ahead of the game regarding documentation in order to help eliminate or reduce repeat questions/calls to your support staff.
Intranet Site Information
All the applicable information your IT team has developed as part of their testing and pilot experience should be placed on an intranet site. Be sure to capture all material used to document the user experience around pilot migrations, FAQ’s, as well as feedback from pilot users and helpdesk scripts.
Support training materials are specifically targeted to your helpdesk, desktop and onboarding teams. Content should include specifics around O365 support training, including how support staff would add new users, delete users, change SMTP addresses, apply Legal Hold, apply mailbox permissions, create Microsoft support tickets, view the O365 Service Health Portal, and perform O365 connectivity testing (https://testconnectivity.microsoft.com/).
Lastly, Anexinet’s Office 365 Migration Kickstart accelerates your migration by equipping you with a readiness assessment, proof of concept, and roadmap. And if you’re looking for something I haven’t mentioned here, know that Anexinet has the expertise, knowledge and skilled staff to achieve your goals and ensure your migration is successful. We’d love to help your organization on its journey through Office 365, so please don’t hesitate to reach out to us.