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Phase 1: Core IT
48
Send key messages to users | Best practices
Communication Don’ts:
• Don’t send off messages without a thorough review. Run your
communications drafts by a few people who are unfamiliar with the
project. A simple user test can validate the content before you send
your emails to hundreds of users. Also, consider having your
messages copy edited by people in your company who specialize in
communications—technical writers, marketing specialists—or simply
someone with writing expertise. A few minutes of their time could
spare you from typos, formatting errors, and other communication
hiccups.
• Don’t exclusively use email for communications. Using multiple
communications channels increases the chances that your messages
will be read and understood. Consider using meetings, videos, flyers,
posters, websites, or event t-shirts to get your message out.
• Don’t use too much IT jargon in your messages. You might be
excited about the multi-tenant shared infrastructure you’re gaining in
the cloud. Unfortunately, the average user doesn’t care about that.
• Don’t be afraid to repeat yourself. People need to hear messages
an average of 5–7 times before they stick.
“My colleagues and I are transforming
data collection at NOAA by improving
data quality and sharing the data
more openly, while saving ourselves
valuable time that can be spent on
other projects.”
—Sandra Giger, IT Specialist,
Office of the Chief Information
Officer, National Oceanic and
Atmospheric Administration (NOAA)
NOAA is a federal government agency based
in the United States. It has 25,000 Google
Apps users.
Use as many communications channels as you can Learning from Solarmora, a fictionalized company
Andy’s team had their communications in place for
Core IT. Andy figured all they had to do was hit
“Send” to get the messages out. The team planned
to use the IT systems email account to send all of
their message to their users. After all, they had
control of that email account and the IT team used
it regularly to tell users about systems outages.
Oops! Andy wasn’t choosy about communication
channels and senders. His team was
communicating with Core IT users, but no one
was reading their messages. The project team
received many questions about Google Apps that
were answered in the email messages they
already distributed.
Lesson: Use multiple communications channels
instead of relying on a single communications
channel like email. When you communicate, use a
sender that your users view as important—like your
project sponsor—to increase the likelihood that
your messages will be read.
Andy worked with the other members of his team
to revise their communications plan. The team
incorporated other communications channels like
videos, posters, and sites. They also asked their
project sponsor to send some of the most
important email messages about the project.
- 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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