create your end user adoption strategy - office 365 edition
TRANSCRIPT
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4
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8
Individual Change
Valley of
Despair
How people feel
Endings Transitions New Beginnings
Phases of Transition
The Kubler-Ross Change Curve
Mo
rale
an
d C
om
pete
nce
Time
Shock
Denial
Frustration
Depression
Experiment
Decision
Integration
9
Time
Leve
l of
Chang
e E
ffo
rt
AwarenessAwareness: Sponsors, Stakeholders, and End Users are aware of the
project objectives, activities, and timeline.
Shared
Understanding Shared Understanding: Sponsors, Stakeholders, and End Users
understand the project and how the change it will impact them.
Shared Commitment Shared Commitment: Sponsors, Stakeholders, and End
Users agree with the objectives of the project and express
their support for the change.
Adoption / OwnershipAdoption/Ownership: Sponsors, Stakeholders,
and End Users demonstrate their commitment
to the change initiative. They feel responsible
and accountable for the project’s success.
10
Stakeholder
Understanding
Communication
Training
Gain understanding and agreement from leadership and those
affected that the change is in their best interest. Have them follow
through on calls to action.
Support with the
Right Roles
Define how job descriptions change once the project is implemented.
This includes how the solution will be maintained and what training is
needed for whom.
Use existing communication channels to get the right message to the
right people at the right time.
Plan training on specific solutions and processes. Use a variety of
methods and timing.
Define Design Build Launch Operate
Organizational
Culture
Assessment
Change
Magnitude
Assessment
Leadership &
Stakeholder
Assessment
Communication
Plan
Training Plan
Stakeholder Meetings
Manage
Resistance to
Change
Operations Plan
Ongoing
Training
Create Training
Execute Training
Execute Communication Plan
Change
Champion
Interviews
Change Champion Execution
Change Inventory
and Role
Mapping
Support with
the Right Roles
Stakeholder
Understanding
Communication
Training
Leadership &
Stakeholder
Strategy
Intake
MeetingEstimate Commitment
Assemble
Team
https://fasttrack.microsoft.com/microsoft365
Time
Leve
l of
Chang
e E
ffo
rt
AwarenessAwareness: Sponsors, Stakeholders, and End Users are aware of the
project objectives, activities, and timeline.
Shared
Understanding Shared Understanding: Sponsors, Stakeholders, and End Users
understand the project and how the change it will impact them.
Shared Commitment Shared Commitment: Sponsors, Stakeholders, and End
Users agree with the objectives of the project and express
their support for the change.
Adoption / OwnershipAdoption/Ownership: Sponsors, Stakeholders,
and End Users demonstrate their commitment
to the change initiative. They feel responsible
and accountable for the project’s success.
25
Individuals or
GroupsImpact
Current
Commitment Level
Future
Commitment Level
Project
Risk
Stakeholder
Group Name
Senior Executive High AwarenessShared
CommitmentHigh
Sales Managers Medium Unaware Awareness Low
Finance Workflow users
High Unaware Ownership Medium
Legend:
Impact on Project – High, Medium, Low
Current Commitment Level – Unaware, Awareness, Shared Understanding, Shared Commitment,
Ownership
Future Commitment Level – Unaware, Awareness, Shared Understanding, Shared Commitment,
Ownership
Project Risk – Risk if they don’t reach commitment level: High, Medium, Low
27
Using Generic Training
28 Cost
Siz
e o
f A
ud
ience
1:1 Training
Office.com
Materials
Fast Track
Materials
Classroom
Training
Videos
Customized for
Solution
In-Context
Training ToolsWebinars
Quick Start
GuidesWritten
Instructions
Not as
Complex
Complex Very
Complex
1 The number of stakeholder group affected 1-5 5-15 15+
2 Impact to stakeholders on core competencies Low Medium High
3 Number of individuals affected by the change 1-25 25-150 150+
4 Centralized or decentralized locations One 2-4 4+
5 Number of International Users One
Country
2 Countries 3+
Countries
6 Required simultaneous changes to strategy, process,
technology and skills
1 2-3 All 4
7 Degree of cross functional collaboration and involvement 1-2 BUs 2-4 BUs 5+ BUs
8 The degree to which departments are siloed Not siloed Some silos Many silos
9 Users have been involved in system design All Some None
Not as
Complex
Complex Very
Complex
10 Timeframe for implementation Extended Aggressive Compact
11 What is the business significance of the change? Non critical
impact
Important
LOB impact
Bottom
line /
mission
critical
12 Involvement / presentence of multiple consultants,
vendors and / or third parties
Just You 1 other 2+ others
13 Degree of executive / leadership consensus regarding
future vision
Much Some Little or
None
Not as
Complex
Complex Very
Complex
1 The number of existing change initiatives for end
users27
None 1-2 3+
2 Degree of cultural transformation required14,15,16 Low Medium Extensive
3 Organization’s history of change26 Positive Neutral Negative
4 Quality and timely decision making within the
organization8
Extensive Medium Low
5 Employees feel their voice is heard in their
organization8
Definitely Sometimes Definitely
Not
6 Degree of commitment from key stakeholder groups Much Some Little
7 There is a technology deterministic / isolation view
in the organization9
Little Some Much
Not as
Complex
Complex Very
Complex
8 Understand of need for and implications of change by end users22 Extensive Some Little
9 Effective methods of communication (formal and informal) are utilized
in the organization21
Definitely Sometimes Definitely
Not
10 Managers of the groups that will be affected are committed to the
change8
Much Some Little
11 Measurable goals for the change have been developed1 Major Some Minor
12 A compelling need for change has been communicated by upper and
middle management to end users23, 24
Extensive Some None
13 Employees in the organization perceive that leader “walk the talk”27 Much
Agreement
Some
Agreement
No
Agreement
14 The change is viewed as an ongoing process, and not an event within
a specific time period8
Yes Some
Groups
Not at all
15 The organization has an fatalistic culture, based on fear8, 11,12, 13 No Somewhat Yes