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Change Management Guide 25
Phase 1: Core IT
Profile your user community | Best practices (continued)
• Identify accessibility needs. Do you have any blind, low-vision, or
deaf workers? Disabled users often have highly specialized software
and hardware and may need targeted training and documentation.
See the
accessibility resources at the Google Apps user learning
center for more information.
• Connect with your user community. What percentage of your
Sales
team relies heavily on mobile devices? Which offices require
training in the local language? If you don’t know this data, that
might
impact your budget and your schedule. Be sure to confirm
those assumptions with others in your organization so your user
community summary is accurate.
• Consider how users will access Google Apps. Remember, your
average user accesses email primarily in the office, but you probably
have other user groups that rely on mobile devices to access email.
They need specific training for switching those devices to Google
Apps. You might also have people who use a shared workstation or
primarily access email from home.
• Watch for too many groups. You shouldn’t have 50 different user
groups. Keep things simple. Identify a specific user group only if you
think they might have unique communication or training needs
during your Google Apps deployment. Is the Engineering Department
special? Absolutely! But they won’t require any special change
management. They’d simply be grouped with the average users.
“It’s important to have focused
communications depending on each
user group; not all users are the same.”
—Jorge Sanchez, Online Services
Coordinator, KIO Networks
KIO Networks is a Google Apps Enterprise
Partner based in Mexico.
Your VIPs aren’t always in the corner office Learning from Solarmora, a fictionalized company
Andy received an unhappy phone call from Chester
DeChief, Solarmora’s CEO. His executive assistant
had revealed to him that she and many other
administrative assistants were apprehensive about
the switch to Google Apps after the announcement
on the company’s intranet.
All the administrative assistants were preparing for
the worst case scenario—in a previous IT project, no
one asked about their requirements, and this
resulted in havoc for their (and their managers’)
calendars.
Oops! Andy forgot that administrative assistants
needed special attention. Andy met with the CEO’s
assistant to discuss the project and ask for
suggestions about how to help the company’s
assistants with the change.
Together they put a plan that included specialized
communications and encouraged involvement with
the Google Apps administrative assistant
community site. The close-knit group was now
engaged with helping each other make the
transition.
- Going Google 1
- —The Google Apps Team 2
- What’s in this Guide 3
- Change Management Matters 4
- About this guide 5
- Services, Bergelectric 6
- What changes am I managing? 7
- The Google Apps Rollout 8
- Phase 2: Early Adopters 9
- What else is happening? 12
- Walt Oswald, Corporate Vice 13
- Mobility 13
- Management Development & 14
- Training, Ahold USA 14
- Architecture Infrastructure 15
- Diversey 15
- Secure executive support 16
- —Carol Dewitt, CIO, BI-LO 17
- Management, Onix Networking 18
- Step 2: Bring together staff 19
- What do you leave with? 20
- Phase 1: Core IT 21
- Profile your user community 22
- Karl Lamberth, Senior Vice 24
- Cloud Sherpas 24
- Coordinator, KIO Networks 25
- —Nathalie Massis, Marketing 26
- Manager, Soluciones Orión 26
- Step 1: Build the team 27
- —Susan Glynn, Senior Manager 29
- Delta Hotels and Resorts 30
- The Roche Group 31
- Services Director, Journal 32
- Communications 32
- Phase 1: Core IT 33
- Complete the training plan 37
- Tracey Flynn, Training and 39
- Communications Manager 39
- SADA Systems 39
- Send key messages to users 40
- —Christina Jobes, Change 43
- Management Lead, The Weather 43
- Step 3: Complete your roster 44
- Management and Training 45
- Victor Alhadeff, CEO 46
- Boost eLearning 46
- Jennifer Calderone, Training 49
- Tempus No va 49
- Architect, MeadWestvaco 50
- Ahold USA 51
- —Tony Bianco, President 52
- Cloud Computing Division 52
- Onix Networking 52
- —Mark Steward, IT Director 53
- Baird & Warner 53
- Technology, Genentech 54
- Leader, Flexion 57
- Phase 2: Early Adopter 59
- —Dana Murphy, Director, OTD 61
- —Jim McNelis, Principal and 63
- Founder, Dito 63
- —Peter Herrmann, Solution 64
- Architect, Mortgage Choice 64
- Holocaust Memorial Museum 66
- Assess team change impacts 70
- Send a user readiness survey 72
- Phase 3: Global Go-Live 73
- —Andrew Kneebone, Project 75
- Manager, Visy 75
- Complete training materials 81
- Patrick Liew, CIO, HSR 82
- Management Coordinator 92
- —Greg Tait, Google Apps 95
- Administrator, Fairchild 95
- Semiconductor 95
- —María Cristina Peláez 97
- —Patricio Diez, Change 99
- Management Director, Revevol 99
- Solarmora has Gone Google 100
- Customer Examples 101
- Change Management Guide 103 103
- Brady Corporation 103
- Genentech 104
- Change Management Guide 105 105
- Softbank 105
- Salfacorp 106
- Change Management Guide 107 107
- Ne ratez plus 108
- Google Guide 109
- LAN Airlines 110
- We can help! 111
- The Weather Channel 112
- Customer Acknowledgements 113
- Google for Work Partners 115
- List of External Resources 116
- Phase 2: Early Adopter 118
- Phase 3: Global Go-Live 119
- Life After Go-Live 120
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