Google Apps for Work User Manual Page 83
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Change Management Guide 83
Phase 3: Global Go-Live
Finalize training materials | Best practices
Tips on organizing your training materials:
• Use different formats in training materials to appeal to different
learning styles. Some of your users might love watching videos to
learn about Google Apps. Other users might prefer printing out a
document they can read at their desk while exploring their Google
Apps account.
• Answer the common questions in your training materials. Your
experience during the Core IT and Early Adopter phases made you
aware of the most frequent questions asked by your community. For
example, you found that people wanted first to understand how to
log into Gmail. Add the new login instructions to the top of your
training materials so you don’t answer the same question repeatedly.
• Give people simple steps to learn. You’ve probably created many
training resources, but where should people start? Having a step-by-
step guide to getting started and a quick reference for help will go far.
• Promote support resources in all of your training materials.
Make sure your users know where to go for help after training.
Remind users about resources such as the Google Apps user learning
center, a Google Guide, and your IT help desk.
Keep your training materials current Learning from Solarmora, a fictionalized company
At the beginning of the Early Adopter phase, the
Change Management team built a list of the top
FAQs for Google Guides training packet. How do I
access my mail? What will happen with my old mail?
Can I set up my email on my phone? How do I sort
my mail?
Oops! Andy forgot to update his training materials
with the latest Google Apps features. After
attending Google Guides training, one of the guides
noticed incorrect information about read receipts
in the company’s user learning center site and
training materials. During the company’s
deployment, Google had released a new read
receipts feature and no one had updated the
training materials.
Andy’s team updated the training materials and
assigned staff to review the latest features posted
on “What’s new” on the Google Apps
Documentation & Support site and sign up for the
RSS feed.
“Cloud Sherpas provided train-the-
trainer services and webinar training
for our remote offices. This was critical
for us because some users had never
used web-based email, so transitioning
them to a new way of working took
extra time but was critical for our
success.”
—Mark Steward, IT Director,
Baird & Warner
Baird & Warner is a real estate company
based in the United States. It has 1,600
Google Apps users.
- 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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