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Change Management Guide 69
Phase 2: Early Adopter
Deliver & evaluate training | Best practices
Best practices and advice for Early Adopter training:
• Train your trainers. Give your trainers an opportunity to use the
applications beforehand and deliver practice sessions. While they
may be skilled trainers, they need time to prepare.
• Test your training. You’re about deliver training to many users. Take
a few minutes to test your set-up. Can you access your demo
account? Do all the trainers have separate or shared accounts?
• Prepare for local training. This is likely the first time you’re
delivering training at regional or remote offices. Are your webinar
sessions at local-friendly times with international dial-in numbers? Is
the right material translated? See what lessons can be learned for
your regional training during your Global Go-Live.
• Track attendance and usage. See what percentage of your Early
Adopters joined a webinar or attended a class. Use Google Analytics
to see which of your site pages receive the most and fewest views.
• Find someone to manage your logistics. Small but important tasks
that make your training work—reserving rooms, sending out training
reminders, and letting the trainers know their training schedule.
Often you can find someone in your organization and local offices
who’s an expert at managing the logistics—an office manager,
executive assistant, HR coordinator, or project manager. Their
assistance can make the training efforts run more smoothly.
Anticipate needs, then test, test, test Learning from Solarmora, a fictionalized company
The Early Adopter training was going according to
plan. Andy’s Google for Work partner trained the
company’s help desk on the new support
processes. Executives and administrative assistants
who were part of the Early Adopter group also
completed their specialized training.
Finally, all users had the option to complete Gmail
and Calendar eLearning courses. Initially,
completion rates for the courses were low—with
only about 25% of Early Adopters completing these
courses.
Oops! Andy didn’t promote the training as well as
he could have.
A member of the Change Management team
suggested that people were unaware of the training
since the courses were only mentioned once at the
very end of a long email.
The Change Management team brainstormed ways
to promote the eLearning courses: a poster,
another email reminder, and a note about
eLearning in the email signatures of members of
the project team. They decided to implement all
their ideas to see which worked best. With this new
outreach, they saw the completion rate of the
eLearning courses grow to 75% of Early Adopters in
only two weeks.
“When we train the help desk, we try to
ask them questions that the average user
will ask. We sometimes bring a new user
into the class to ask questions. Those
questions are a true example of what
could happen at Go-Live.”
—Jorge Sanchez, Online Services
Coordinator, KIO Networks
KIO Networks is a Google Apps Enterprise
Partner based in Mexico.
- 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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