We briefly introduced user-training concepts in the previous recipe, but now, we would like to expand on such a fundamental milestone for every Lync project's success.
In the eyes of non-technical users, the first impression when you run the Lync client is that of just another nice-looking instant messaging software. Although several features are intuitive (and relatively simple to learn and manage), other advanced functionalities sit somewhat in the background and are not immediately evident to the uneducated user. A thorough understanding of these would require brainstorming and adequate training.
The difference between trained and untrained users can be huge, and will be a major differentiating factor in the success of a Lync implementation.
Now, it is time to break down the main aspects you will need to cover when planning for user training, along with the benefits for each:
- Manage the change: This is a typical challenge when rolling out a new technology, but is often overlooked. Not all people react to changes in a positive way. Highlighting Lync's features and improvements over traditional communication will be ground for improved acceptance and to establish habitual usage.
- Reduce escalation: Incomplete knowledge will inevitably result in repeated and redundant calls to your user support for requests that should be managed elsewhere. You do not want your employees to flood support with requests such as "how do I make a call", "how do I add a contact", or "how do I use Lync from my smartphone". Such occurrences are a clear indicator that you have not addressed user knowledge properly, and they are a threat for your support engineers' ability to manage "real" issues effectively.
- Make your users advanced utilizers: There is no such thing as hidden features in Lync, but some are less evident, or are part of the "unified communications" revolution that users may be less accustomed to. Be sure to include this in your training plan; it will make a huge difference.
- Presence: This is a fundamental pillar of UC. Ensure that your users understand it and manage it properly. Explain the impact of the presence status, how these are managed (for example, presence changes automatically based on calendar entries, or when we are in a call, and so on), and what is the impact of each presence status for users' ability to communicate. For example, a user whose state is "in a call" would most likely be able to accept IM, whereas a user that does not want to receive communication should set the "do not disturb" presence status. It is also important to make users aware of device impact (no IM – voice only indicates that the user is signed in on a Lync phone, but this is frequently ignored).
- Privacy relationships: This is a frequently ignored Lync feature but can have great relevance as a basic ethical firewall. Privacy relationships control what part of presence and contact card information are exposed to other users. Each contact in the list can have five different privacy relationships with you, each of which provides different access levels.
- Use the right communication feature: As part of a broader concept of optimal infrastructure usage and netiquette, educate your users on how to use the right feature to communicate. For example, IM before calling, respect presence status like "busy", use a Lync call in-lieu of a PSTN call (no toll charge), and so on.
- Advanced calling features: Making and receiving a basic call is intuitive, but how about voice features such as call park, transferring a call, setting up call forwarding, dial-out a user in a conference, and team calling? These have a great impact on user and team productivity. You must ensure that you cover specific training for this.
- Improve productivity and ROI: Put a lot of emphasis on how Lync improves the communication for people on the move, and how this translates to considerable cost savings due to saved traveling and call charges.
- We are not all equal: Do not forget to address specific training requirements for special user categories such as receptionists and switchboard operators. Special users are also executive assistants and those who frequently manage communications on behalf of others.
- Last but not least, IT staff training: Unless you outsource your customer support, your IT teams will require specific training to be able to handle end-user and infrastructural issues.
Depending on your company size, you might face several challenges while planning the training, such as what content should you deliver? How would you make content available? Is classroom-based training a feasible option, or can you just rely on remote/self-paced training? Different backgrounds, different usage, and dispersed teams will need to be properly handled. You should of course consider Lync as a great training solution itself.
Although there is no one-size-fits-all solution, we will start from a common ground of providing good resources for training material:
- Lync instructor-led training (http://office.microsoft.com/en-us/lync/lync-instructor-led-training-HA102465959.aspx): These are free sessions with an instructor on a wide range of topics from basic usage to advanced users, including voice and conferencing.
- The Microsoft Lync 2013 rollout and adoption success kit (available at http://technet.microsoft.com/en-us/lync/jj879331) is a one-stop resource for excellent training material, including:
- Getting-started guides
- Quick reference cards
The full list of training resources is found in the Lync_User_Education_Training.xlsx Excel spreadsheet in the RASK.