Planning for Cisco Jabber

transition to Cisco Webex Teams

Adoption planning report

Notes on how to use this document can be found in green

boxes like this:
Purpose of this document: This document is a template report to be
completed by project managers and change consultants following
planning sessions for transitioning from Cisco Jabber to Webex Teams. It
can be used to circulate and agree the overall shape of the adoption
plan for that transition so that all delivery teams are aligned.
2020
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 01 Business case

02 User populations

03 User devices

04 Upgrading & support

05 Self-service learning content requirements

Contents 06 Communications plan

07 High-level adoption plan

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
 This business case is for example. Adapt this slide to capture your
company’s business case for transitioning to Cisco Webex Teams.
Business case Be clear on specific goals, benchmarks, savings etc. and how you will
measure. This will focus project activities on the right outcomes.

Our business case is based on reducing

operational costs and improving productivity.
Savings
• Target of $x per annum of savings in travel.
Digital work place transformation • Time gained in not maintaining and supporting on
premise servers and equipment for Jabber.
• Productivity improvement through better collaboration
Improved security posture
bringing everything in context under one roof.

Travel cost reduction

Modernized project collaboration capabilities

Measurement
• Track Webex Teams usage against T&E expense claims
Webex Teams is being deployed to all staff. and individual use.
There are many other “soft” benefits, such as • Reduced ticket and time spent to support the on premise
smarter working, increased engagement, and servers
improved work/life balance but these will not • Annual employee survey to measure improved
be measured. engagement from use of Webex Teams.

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
 Adapt this slide to detail your user populations: how they’re divided, where
they’re situated, in what numbers, etc. Identify all challenges that must be
User populations overcome in order to deploy to everyone.

Company X’s user populations are found in four divisions:

Division Detail Sites/locations Users (circa)

Div 1 Worldwide 5 6,000

Div 2 APCA 8 10,000

Div 3 USA 12 15,000

Div 4 EMEAR 5 5,000

TOTALS 30 36,000

• The large number of sites has created a travel-first culture.

Challenges • We have grown by acquisition and each division has its own separate IT service and suite of tools.
• We need to decide if we want to upgrade everybody at once or by each business division.

For example. Edit as appropriate.

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
 Adapt this slide to detail your PC and mobile device estate. Set out your
plans concerning security and authorisations for people using their
User devices own mobile phone. Identify challenges and actions for overcoming
them.

PC estate
There is an approximate x/x split between Windows 7 laptop
and desktop machines. Directors have Surface Pros. Less
than x Macs are used by the design team.

Challenges
• Some employees are using
their own mobile device. This
Mobile devices could form a breach in data
X % of users have been issued with a mobile device. Senior security. Challenge x
employees have iPhones. Everyone else has midrange Android • Challenge y
devices. A small number of Windows phones remain but will • Challenge z
soon be phased out.
The rest of the employees tend to use their own device.
Actions
• A procedure needs to be set
to authorize or stop use of
Webex Teams on own device.
• If authorizing, what
security mechanism
should be put in place.
• If not, shall we issue
mobile devices to all.
• Action 2
• Action 3

For example. Edit as appropriate.

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
 Adapt this slide to detail your plans for upgrading to Cisco Webex
Teams and providing technical support to users. Identify challenges and
Upgrading & support actions for overcoming them.

Upgrading
Cisco Jabber upgrade to Webex Teams will be pushed to all
machines via SCCM in batches and will take 2-3 weeks to be
installed on every machine.
New accounts will be requested through the service desk and
approved by managers. A new process may be required.
Challenges Actions
• Challenge 1 • Action 1

• Challenge 2 • Action 2

• Challenge 3 • Action 3
Support
We have outsourced our service desk to Vendor X and they will • Challenge 4 • Action 4
provide a managed solution.
Desk-side support agents are in some locations for part of the
week; no location has a constant local IT presence.
The service desk solve a lot of issues themselves but second and
third level support is also available. For example. Edit as appropriate.

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
 Adapt this slide to detail your plans for sourcing and
supplying self-service learning content to users.
Self-service learning
content
Content List Source
• Persistent 1:1 and group • Cisco Collaboration Help
What do we need? messaging • Cisco Videos
We need a comprehensive set of guides that • What is the new space concept • Internal L&D department
employees will access on. replacing groups and how to
• Source x
use it
• Intranet
• Source y
• The modernized presence
• Shared drive option and its advantages
• Web site • Advanced search filters to find
• Mobile device spaces, messages and files
• Webex Teams mobile app
Who will produce it? • Meeting and call differences
with regular Webex Meetings
Description of what content is available from Cisco
• The ease of device pairing
and how it can be re-purposed for our use.
• Scheduling a meeting
Description of the gaps and who will create any • Content x
new content. • Content y

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
For example. Edit as appropriate.
Communications plan
A robust communications plan is key to any successful adoption effort. Its purpose is not only to inform people of changes
to the technology landscape but more importantly to answer the questions ”what’s in it for me?” and ”why should I use
this?” (the value proposition). The plan is also a vehicle for branding the initiative so it’s familiar to employees. Execution is
key to create on-going demand for Cisco Webex Teams. Treat it like a consumer launch inside the enterprise.

Mass adoption comms plan - Key elements

1 2 3 4 5
Program branding Value proposition Physical assets Leaders brief Service desk brief
Give the deployment a project At a minimum, the value Design posters and digital Brief leaders on how they can Brief the service desk on the roll out
name. Write “stings” and strap proposition is a slide deck, but banners for events and help to promote Webex Teams plan. Write FAQs for first line support
lines, produce logos and image could include videos of roadshows. and its strategic importance to on how to diagnose basic Webex
libraries, and create basic branding employees raving about Webex the company. Provide them with Teams issues. Essential to avoid a
guidelines to inform the tone of Teams.. . an overview of the plan. situation where service desk agents
voice and look & feel of the entire don’t know about Webex Teams when
effort. The aim is to make the someone calls in with a problem.
initiative instantly recognizable.
.
© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
Communications plan
6 7 8 9 10

Local IT brief
Local IT agents must also be fully
aware of the program and able to
discuss the reason for change and
value proposition with users.
They should have an
understanding of the kind of
issues they’re likely to see and
how to fix them.
Influencer brief
Write content specifically
targeted at influencers, early
adopters and super connectors.
Give them early access to Webex
Teams.
PA/EA Brief
PA/EAs need to support their
executive’s adoption of Webex
Teams . Leaders themselves
seldom invest the time in
attending training. Offer PA/EAs
high-touch training and support.
They are a valuable channel for
feedback on how Webex Teams
lands with senior leaders.
Intranet Homepage
Use your intranet homepage to
advertize the availability of
Webex Teams. Write blog posts,
articles and design buttons and
banners to promote Webex
Teams on other web pages.
Self-service learning
Write or source comprehensive
`how to’ self-service learning
materials that are easy to read
and navigate. Cisco has written
everything you need at
Cisco Collaboration Help.

11 12
Redirect from User survey?
outgoing services Design and build surveys that can be sent
out before and after the upgrade. Use the
Write communications to inform
results to prove to employees and senior
users of the differences between
leaders that Webex Teams is having a
Jabber and Webex Teams.
positive impact on the way we work.
13 14
Launch comms Digital signage
This is a key communication sent to all Create content for digital signage to
employees. It conveys the business case, launch and promote Webex Teams.
value proposition and program branding to
create a lasting first impression. It should
inform people of what to expect, what’s
expected of them, and how to provide
feedback to the project team.

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
 Conduct an analysis of your internal channels to understand which ones work
best. A posture of ‘tell, not sell’ and ‘demonstration, not declaration’ works
Communications plan best in written communications. Avoid saturation across the channels so
people aren’t put off by too much messaging.
As the most universal form of communications pay
close attention to copy, tone of voice and language.
Track and monitor click
through and conversion
rates to understand which
Channel Audience Size Message/Medium Impact Measurement channels work best for
different types of messaging
Email All non-VIP 50k Variety of announcements and High. Most read communication If available, track open rates and use and adjust according to the
users self-service instructions channel, easy to refer to, easy to of short URLs to measure click
throughout the upgrade (see embed links and use language to through rate. data collected.
example comms plan). change behaviour.

Community of Practice (CoPs) All employees 5k max Regular slots to demo and Medium. Add URLs to content in the Use of short URLs to measure click
per explain the value of Webex Webex Teams space. through rates.
space Teams . Create a space to
channel all questions.

Daily Huddles All employees TBC Source champions and High. Peer to peer, word of mouth Use of short URLs to measure click
advocates to play a 2 min video recommendation has highest through rates. Number of video
to their colleagues on Webex conversion rates and network effects. views.
Teams value proposition.

Intranet All employees 60k Banners, videos, self-service High if continuous presence on the SharePoint and/or Google Analytics.
content. Continuous home most active pages/sites.
page presence.

Noticeboards/Posters All employees 60k Attractive visual content using Medium. Estimate footfall.
consumer style ads.

Find locations where posters work best to re-enforce messaging with Find champions, advocates and super connectors.
slogans, strap lines and stings. Consider creating QR codes for scanning
with a mobile device to direct people to online content.

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential
 Highly granular sequencing of messages that
can be adapted based on changing conditions
on email and internal social network.

Example communications plan

Subject/Theme Audience Size Key Messages Channel Month Day/Date Sender/Comments
Introduction to Cisco Personal and Executive TBD Briefing session on benefits, March Tue 05 Conduct online and/or F2F.
Webex Teams initiative Assistants contribution, reassurances and low eMail Exec sender.
Understand the or programme impact on time. Attention to detail
need for different on who transmits
messaging to Announce information Personal and Executive TBD To inform PA’s so they can explain to March Mon 25 Upgrade EA/PA community to get maximum
different sessions for PA’s Assistants their directors the use and benefits eMail with Webex Teams. Project response rates
of Webex Teams. manager sender.
audiences and
channels. Webex Teams - coming All employees with a TBD Notification of Webex Teams 60mn April Wed 24 Excludes Leadership & senior
soon Webex Teams account training session. eMail, Leadership teams. Project
intranet team or Internal Comms
sender

Intranet Promotional Whole company TBD Webex Teams is here. Call out April Tue 30 Need to devise, create
Ads benefits. How to get an account. Intranet sessions and resources.

Socialise Webex Teams Managers in Store, field, TBD Why are we investing in Webex Internal March Thu 14 Awareness, promotion, solicit
Physical desk campaign factories Teams, what are the benefits. magazine, feedback.
drops. `How MMS / SMS
to’ guides, Desk Drop All employees with a TBD Promotional content and what is Offline April Fri 6 IT and/or Line of Business
promotional Webex Teams account new. managers.
gifts, posters.

Webex Teams is live Office location TBD Banners, slogans, call to action. Digital April Thu 19 Internal comms to coordinate.
signage

Webex Teams - Low adopters TBD Reminding Webex Teams is here. Call eMail, May Wed 15 Internal comms to coordinate.
reminder out benefits. Point to online intranet
documentation.

Use channels that work best for

© 2019 Cisco and/or its affiliates. All rights reserved. Cisco Confidential each audience (e.g. SMS)
High level Webex Teams adoption plan
Service Delivery
• Guide and test software upgrade.
• Adapt enablement procedures.
• Fully familiarize with new features.
• Engage and train local IT and helpdesk.
• Optimize the user experience.
Awareness Handover
• • Transmit reminders to inactive account holders. • Transition to BAU.
Write/deploy self-learning materials .
• Display promotional content on digital signage. • Handover to
• Deploy posters. support teams.
Service Delivery • Publish usage reports.

Mobilization Promote & Launch Awareness Communications Handover

Week 2 Week 5 Week 7

Project Kick-off Mass Upgrade Project Ends

Mobilization Promote & Launch
• Conduct change management workshop. • Interview end users.
• Analyze user data. • Expand & validate use cases.
• Establish target user groups. • Create value proposition ppt.
• Write detailed adoption plan. • Create program branding.
• Recruit champions. • Write comms plan.
• Establish project governance. • Co-create all comms materials.
• Write a test plan. • Design surveys.
• Conduct testing. • Execute comms plan.

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