Skype for Business Trivia
Test your Skype for Business knowledge with questions created by MVPs and
enjoy the trivia fun tonight with complimentary food & drinks, and the chance to
win great prizes!
Tweet a photo from any Skype for Business session using the hashtag
#Skype4BTrivia and be entered into a drawing to win a ticket to this invite-only
Trivia game for you and a guest. One entry will be randomly selected each day.*
If you don’t score an invite, you can still compete on Twitter with @SkypeBusiness
Wednesday at 8:30pm for your chance to win a Surface Pro 3!**
*No purchase necessary. Open only to event attendees. Game ends 5/7/2015. See Skype for Business Facebook for full Official Rules.
**No purchase necessary. Open only to legal residents of any country where Surface Pro 3 is certified for distribution. Game ends 5/7/2015. See Skype for Business Facebook for full Official Rules.
Microsoft Ignite #Skype4BTrivia
Usage Comparison
18,000,000
16,000,000
14,000,000
Usage
12,000,000
10,000,000
8,000,000
44x
6,000,000
4,000,000
2,000,000
1
2
3
4
5
6
7
8
Month
9
10
11
12
13
14
15
Increase
business
productivity
Improve
employee
satisfaction
Drive
operational
efficiencies
Mitigate
escalations
Monetary
savings
Adoption requires that users change their behavior
Push strategy
• Passive approach
• 1-2 emails, link to training
• “Easy-to-use” assumption
• Limited/no end-user focus
• Common outcome
• Fire-fighting
• Damage control
• Low adoption
Pull strategy
• Proactive approach
• Lifecycle approach – plan –
pilot-rollout-operations
• Align with success indicators
• Direct end-user focus
• Common outcome
• User satisfaction
• User trust
• Higher adoption, ROI
Four simple steps with integrated success factors
FACTOR
DESCRIPTION
The right executive sponsor
Lead stakeholder drive messaging, holds accountability for user adoption
success; Influence over users and management; active and engaged
Enterprise-wide deployment plan
Defined roadmap, streamlined UC solution
Dedicated/accountable rollout project
team
Focused roles and responsibilities around readiness activities
Articulated goals, success metrics,
timelines
SMART goals related to usage and adoption
Formal end-user pilot
End-user testing-scenarios, messaging, training in production environment
Robust device strategy
Defined process for testing, ordering devices, communicated
Broad-reach awareness strategy
Clear value messaging, call to action across targeted user profiles
Comprehensive user training plan
Variety of training options, call to action across targeted user profiles, well
communicated
Help desk/support strategy
Established tiered support approach, agents validated as ready to support users
Operations plan
Formal plan to monitor health and adoption with mitigation plan
Questions to ask
Recommendations
Who should be on your accountable
project team?
Is your BDM at the right level, engaged
and active?
• Ensure representation for core groups such as IT, marketing
training and support
• Enlist an executive sponsor to support rollout efforts - BDM
Who are your user personas?
• Use personas to define value messaging, understand use
cases, create targeted communications and offer specialized
training
• Understand your early-adopters from your laggards
What is your value messaging (eg why
did you purchase Skype for Business?)
• Start with your broad, organizational value statement and
translate it into what it means for the end-user
What are your goals and success
metrics?
• Utilize the SMART technique to define goals at each phase
What is your budget allocation?
• Understand allocation for devices, training, awareness
materials
Road warriors
Remote knowledge workers
Office knowledge workers
Executives
Executive assistants
Desk-less workers
Call centers
What it is
Organizational Value
End-User Value
• Reason why your organization bought
Skype for Business
• Translation of organizational value to what it
means to the end-user, “what’s in it for me”
Why it’s
• Help define goals and metrics
important • Ensure stakeholders are in alignment
• Drive motivation and momentum
• Serves as value-add messaging for
communications and training
Examples
• Increase productivity
• Improve work/life integration
• Save $XX
• Streamline all communication and
collaboration tools
May be more quantitative
May be more qualitative
PHASE
Why you measure
PLAN
•
•
Kick start project momentum
Ensure project plan and timeline
align across teams
Common measurements
•
•
Program milestones
Technical deployment milestones, alignment
CONFIRM •
Determine success of your pilot and •
readiness for broad rollout
•
•
Acceptable call quality
Help desk readiness
Communication and training materials
EXECUTE
•
Demonstrate immediate impact to
your rollout project
•
•
•
On time completion of rollout
Project delivered on budget
Active users
ASSESS
•
Measure long-term value and ROI
•
•
•
Cost savings
Employee satisfaction
Conferencing adoption
Set BIG goals, but celebrate SMALL victories along the way
SFR Usage Comparison
18,000,000
16,000,000
14,000,000
Usage
12,000,000
10,000,000
44x
8,000,000
6,000,000
4,000,000
2,000,000
1
2
3
4
5
6
7
8
Month
9
10
11
12
13
14
15
Purple
Green






Questions to ask
Recommendations
What are your pilot goals/metrics
(eg what determines your go/nogo decision)?
Ensure pilot goals align with broader organizational value and project
goals
How will you measure success?
Consider both qualitative and quantitative measures
• Survey feedback
• Reporting data from Admin console/Monitoring server
What do you want to validate;
what should be included in your
test plan?
This is your opportunity to
• Verify technical readiness
• Substantiate vision
• Authenticate scenarios
• Validate device selection
Who are your pilot participants?
Confirm representation across core users groups/personas, including
Exec Admins, Support, Early Adopters, Laggards
How will you communicate,
educate and support your pilot
participants?
Use the pilot as an opportunity to validate your messaging and
training options, as well as support readiness. Think of it as a minilaunch.
Technical
• Call quality
• Solution
availability
Scenarios
Efficiencies
• Usage
• Device usability
• Time to complete
projects
• User satisfaction
Results drive
your go/no-go
decision for
broad rollout
Customer A:
no pilot
• “Rip and replace” of PSTN phones
• Users were confused, frustrated, productivity
suffered
• A year later, they are still working to rebuild
user trust -> asked for feedback, ordered
new devices, soft launch to other regions
Customer B:
pilot
• Involved user effort, device bar, solicited
feedback
• Learned devices were not optimal for user
needs, scenarios could be met
• Leveraged positive feedback for broader
messaging, reconsidered devices for launch >usage is on steady incline





Questions to ask
Recommendations
What adjustments need to be made
to plan?
Utilize feedback and results from pilot (Phase 2) to adjust timeline,
messaging, training, support for broad rollout.
How will you rollout to the broader
organization?
Leverage a phased-approach (by department, office or region), taking
time to measure progress. This will help pinpoint/address issues as they
arise and not overwhelm support and other internal resources.
What groups need targeted
messaging/training?
Refer back to your Personas and customize your messaging and training
as appropriate.
How will you drive awareness?
Maximize awareness via a variety of channels (email, Champions, events)
What training options will you
offer?
Accommodate different learning styles with
• Videos
• Quick reference guides
• Instructor-led training
Will you leverage HyperCare?
Enlisting targeted support at launch can help drive a positive first user
experience.
RESOURCE
Quick Reference
Cards
AUDIENCE
Self-learners
Short videos
Instructor-led
training
Laggards, users needing
extra support
Fully customized
training
Strategic groups: EAs,
executives
Pocket-guides
Executives
Enable users to
get their
questions
addressed
quickly, and
issues resolved
promptly
Self-help
resources
HyperCare
End user
Support
Tier 2/3: Deep
troubleshooting
Tier 1: Basic help
Conf Usage
50000
45000
40000
35000
30000
25000
20000
15000
10000
5000
0
Mar
Apr
May
June
July
A/V
August
AppShare
Sept
Polls, etc
Oct
IM
Nov
Dec
Jan
Feb



Questions to ask
Recommendations
What awareness channels will you
use to maintain momentum?
Keep users motivated by highlighting new features and sharing user
success stories.
What is the plan to track your goals
and metrics?
Designate a POC to track and report progress on a set cadence (eg 3090-120 days)
How will you keep the feedback
loop open with end users?
Use SharePoint or Yammer to encourage user feedback. Host brown
bags for more personal interaction.
What is the plan to maintain IT
relationship and understand
updates
Ensure alignment between client/feature updates and associated
communication, training and support readiness activities.
Who is on point for managing
awareness and training updates?
Designate a POC to keep all communication and training content
current.
30
days
• Active
users count
• Availability,
call quality
90
days
• 30 days +
• User CSAT
• Scenario/
feature
adoption
120
days
• 90 days +
• Decrease
use of 3rd
party
solutions
• Cost
savings
Set BIG goals, but celebrate SMALL victories along the way
Rollout and adoption success kit (RASK)
Scenarios to inspire people to work in new ways using Office
365, along with related communication kits to support adoption.
A four-step approach to drive adoption supported by
downloadable templates and best practices.
Featured adoption communities where you can learn from
your peers and adoption experts.
Helpful resources to learn about other customer stories and
special offers to make it easier to get started.
http://www.microsoft.com/en-us/download/details.aspx?id=46369
http://aka.ms/Skype4Bwebinar
www.aka.ms/SfBWhatsNew
https://support.office.com/en-us/article/Quick-Start-Guides-about-Skype-for-Business-bbb1dd15-3858-40819c28-8379020af66d
aka.ms/mixSfB
Would you like to participate in the ongoing
discussions and our Modern Learning experiments?
Join our Yammer group at aka.ms/yamtrain
www.aka.ms/RASK
http://success.office.com
http://aka.ms/Skype4Bwebinar
www.aka.ms/meetsfb
aka.ms/yamtrain
http://myignite.microsoft.com
• Text, call,
communicate
• Meet, discuss,
collaborate
• Connect, present,
demonstrate
•
•
•
•
•
Laptop
Desktop
Tablet
Phone
SfB Room System
•
•
•
•
Colleagues
Customers
Skype contacts
Remote users
anywhere, anytime
Goals and
Metrics
Awareness
Strategy
Pilot
Planning
Training
Strategy
Support
Planning
HyperCare
Sample
User
Surveys
STAKEHOLDER
ROLE
Project Manager
Oversees the rollout project, managing the project schedule, reporting to key stakeholders,
coordinating resources and delegate tasks to the respective team members.
Executive Sponsor
Provides a top-down incentive that lends credibility and importance to the rollout effort. The executive
sponsor attends the launch-day awareness events and includes his/her signature on the initial email
announcement.
Senior executives, such as the CIO, CTO, etc.. who oversee project status, approve budgets, and
determine success metrics, should also be included in the rollout and adoption team as appropriate.
Executive Stakeholders
IT Representative
Handles technical, infrastructure and network deployment activities, including infrastructure
assessment and network capacity planning, as well as testing, packaging, and installing the clients.
Marketing/Comms Rep
Responsible for developing and managing all awareness resources including emails, intranet sites,
newsletters, awareness events, from the initial pilot through broad execution and into run state
operations.
Handles the creation, delivery and management of end-user training readiness. Tasks may include
creating an initial training plan, developing customized end-user training materials and managing the
delivery of training to end users
Responsible for training the support staff, establishing support hierarchy, and creating resources and
procedures.
Accountable for long-term management and run state status. Activities include:
Training Representative
Help Desk Representative
Operations Manager
•
•
•
Monitoring performance and capacity planning
Develop plans to help with prompts from the Help Desk
Identifying, reporting and mitigation technical issues
Persona
Characteristics
Remote
knowledge
worker
• Home office or field-based employee
• Heavily rely on real-time collaboration technologies to develop and maintain relationships as well as do their job
• Access to company networks, quality devices (laptops, headsets, mobile phones, etc)
Office
knowledge
worker
• Majority of time spent in company office location, in designated workspace (PC, phone)
• Leverage a combination of in-person and online interactions, both ad-hoc and scheduled meetings
• Access to real-time collaboration tools with ability to meet from one's desk as well as conference rooms
Executive role •
•
•
•
Time split between office, home and travel, work varying hours to accommodate meetings
Utilize both face-to-face and online collaboration tools to maintain relationships
Majority of time is spent in meetings using a variety of devices
Admins may be required to help schedule and run online meetings, maintain calendar, respond to voice mail
Desk-less
(task-based)
worker
• Spend majority of time in motion (warehouse, retail store, factory) or in face-to-face interaction
• Use shared workspace to check email, participate in meetings, check messages
• Rely on mobile devices to IM, join meetings, stay in touch with colleagues and customers
Call center
worker
• Fully work from remote location different from company
• Heavily leverage real-time collaboration technologies to do their job effectively
• Require the daily use of IM, voice, video and ad-hoc, online meeting capabilities from pc