MS Lync Training Plan

IT Manager’s Unified Communications Rollout ChecklistPilot Rollout Phase (Limited rollout to 100-200 users)§

Step 1 (6-8 weeks for launch) TASK

Review the resources available in the Unified Communications Training and Adoption Kit.The IT Manager who is responsible for the roll-out of Unified Communications products should review the contents of the Unified Communications Planning and Adoption Kit. The Kit contains the following resources for the IT Pro.

Rollout Resources – a Planning Checklist, Adoption Templates, a Change Management Checklist, and a Training Page Template called Intranet in a Box.

Pilot Resources – materials for Needs Assessment, Awareness, Training, and gathering feedback from users. Awareness Resources – templates for e-mail, posters, door-hangers, benefit statements, product demos and

much more. User Education & Training Resources – includes Quick Reference Cards, Tips and Trick Flash Cards, a How-To

Finder, and Getting Started Tours. Follow-through & Support Resources - sample guides to create your own interview guides and survey.

Relevant Resources IT Pro Rollout Resources

Create a Rollout and Adoption Plan The IT Manager is responsible for creating a Rollout and Adoption Plan. The Rollout and Adoption Plan will include the following:

Descriptions of the products being rolled out and the main benefits of the products Roles and Responsibilities – typically the IT Manager works closely with a corporate trainer to develop a

Training and Adoption Plan. The HelpDesk\Support team must also be involved. Target User Audiences – the Rollout and Adoption plan should describe the user audiences that will receive

the new products. Are the users tech savvy? Will they need extensive training or just a few getting started tips?

Communication Strategy – How will you make users aware of the new products and entice them to use them?

Training and Adoption Strategy – How will you train users? What strategies will you use to drive adoption of the new products?

Rollout and Training Timeline - What is the timeline for rolling out products to your target audiences? When does the HelpDesk Support team receive training? When is Training available for end-users?

Success Metrics – The Rollout and Adoption Plan should include Success Metrics. Success metrics typically include usage numbers and satisfaction ratings. For example, how many calls per month have been made with the new product? What is the Satisfaction Rating with the current product? What is the projected satisfaction rating with the new product?

Relevant Resources UC Adoption Plan Template Communication Plan Template

Develop a Training PlanThe IT Manager should meet with a corporate Trainer to develop a Training Plan. Working together, the IT Manager and the Corporate Trainer should:

Identify the Target Audiences – What are the characteristics of the audiences who will receive the Training? HelpDesk/Support, Champs, and End-Users will require different training strategies.

Identify Training Requirements - What is the timeline for rolling out products to your target audiences? When does the HelpDesk Support team receive training? When is Training available for end-users?

Determine Resources Required – The Trainer should review available Training Materials and determine what can be used as is, what needs to be modified, and what new training materials need to be created.

Determine the Training Strategies – How will the target audiences be trained? Will they be required to take self-paced courses? Will they be required to attend Training Sessions with a corporate trainer? Or can users

qet up to speed with the materials provided on the corporate Intranet site? Create a Schedule for Creating Training Materials and Rolling them Out - How long will it take to create new

training materials? What is the timeline for rolling out products to your target audiences? When does the HelpDesk/ Support team receive training? When is Training available for end-users?

Success Metrics – The Training Plan should include Success Metrics. Success metrics typically include usage numbers and satisfaction ratings. For example, how many calls per month have been made with the new product? And what is the Satisfaction Rating with the new product?

Relevant Resources UC Adoption Plan Template Communication Plan Template

Create a Unified Communications User Education and Training Section on Your Corporate Intranet Site The IT Manager should work with the Trainer and the owners of the corporate Intranet site to ensure that a

Unified Communications section is created for Training and User Education materials. Relevant Resources User Education Resources Intranet in a Box Template

Step 2 (2-3 weeks before launch) TASK

Post Training and Awareness Resources to the Intranet Site and validate that the site is workingPost Training and Awareness Materials to the Intranet site and validate that the site and training materials are available and working as expected.

Relevant Resources Awareness Resources User Education Resources

Awareness ActivitiesTo help drive awareness of the rollout of new products, it’s a good idea to have a key executive send e-mail #1: “Introduction to Unified Communications”. Ensure the e-mail has a link to a video & link for more information.

Relevant Resources Awareness Resources

Training ActivitiesThe Trainer should start training for the HelpDesk/Support team and the Champs. Feedback from the Training sessions should be incorporated into the Training before the launch to end-users.

Relevant Resources HelpDesk Resources Training Resources

Step 3 (day of launch) TASK

Send Welcome to Unified Communications E-mail #2The IT Manager should send a Welcome to Unified Communications E-mail to the target audience. The e-mail should include instructions for how to install products (if required) and where to go for more information, including the corporate Intranet site for Quick Reference Cards, Getting Started Guides, and Training and the HelpDesk/Support site for issues. Ensure that HelpDesk/Support receives the e-mail.

Relevant Resources Awareness Resources E-mail Campaign Templates

Distribute Awareness MaterialsPosters, table-tents, door-hangers, and Quick Reference Cards, if available, should be distributed to the target audience on the day of the launch.


Step 4 (1 week after launch) TASK

Send Unified Communications E-mail #3 The IT Manager should send a Unified Communications E-mail #3 to the target audience. The e-mail should include links to Tips and Tricks and Training and solicit feedback of satisfaction with the products.

Relevant Resources E-mail Campaign Templates

Measure Success MetricsThe IT Manager should measure success metrics, including Usage Metrics, Training Completed Metrics, and Satisfaction Metrics.

Relevant Resources Success Metrics Template

Step 5 (1 month following launch) TASK

Send E-Mail #4 - Give Us Your Feedback & Success StoriesThe IT Manager should send a Give Us Your Feedback and Success Stories E-mail #4 to the target audience. Feedback and Success Stories should be incorporated into the Training and Education material for the global rollout.


GLOBAL ROLLOUT PHASE (Rollout to a Larger Audience)

Step 1 (2 Weeks before launch) TASK

Send E-Mail #1 - Countdown to Unified CommunicationsTo help drive awareness of the rollout of new products, it’s a good idea to have a key executive send e-mail #1: “Introduction to Unified Communications” to the target end-users. The e-mail should also be sent to HelpDesk/Support. Ensure the e-mail has a link to a video & link for more information.


Update the Intranet SiteEnsure that the Intranet Site has been updated for the new end-user audience.

Relevant Resources User Education Resources Intranet-in-a-Box Template

Step 2 (day of launch) Task

Send Welcome to Unified Communications E-mail #2The IT Manager should send a Welcome to Unified Communications E-mail to the target audience. The e-mail should include instructions for how to install products (if required) and where to go for more information, including the corporate Intranet site for Quick Reference Cards, Getting Started Guides, and Training and the HelpDesk/Support site for issues. Ensure that HelpDesk/Support receives the e-mail.

Relevant Resources Awareness Resources E-mail Campaign Templates

Distribute Awareness MaterialsPosters, table-tents, door-hangers, and Quick Reference Cards, if available, should be distributed to the target audience on the day of the launch.


Repeat Steps 3-5

This material is provided for your informational purposes only. Microsoft makes no warranties, express or implied. ©2009 Microsoft Corporation.

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MS Lync Training Plan