So, you have just invested significant time and resources deploying Microsoft Lync Enterprise Voice in your company. As with many technology projects, the technical aspects are only one element to the entire project. In fact, the technical aspects are perhaps the easiest to deal with. When it comes down to it, the technology has to be used by real people.
Microsoft has published a guide for dealing with the people aspects of a Lync rollout. According to Microsoft, an effective awareness and change management campaign will:
· Help users fully understand the change and how it impacts/benefits them and the organization
· Reduce end-user ambiguity and frustration
· Realize a quicker return on investment by minimizing the end-user learning curve
Microsoft also states that, “Measuring the changes that occur as a result of rolling out Lync will provide a way to monetize quantitative savings in time and resources, as well as capture the qualitative gains in employee and customer satisfaction. Further, sharing concrete data that shows the positive changes brought about by rolling out Lync will encourage and motivate continued adoption, and satisfy management by showcasing the return on investment.”
Having the right tools to measure adoption is critical. While the existing built-in Monitoring Server Reports can help, having an easy-to-use, full-featured reporting solution can aid the process. Specifically, with a solution like Infortel® Select, you can answer key questions, such as:
· What are the trends of usage for each Lync modality?
· Which locations or departments are the leaders and laggards in Lync deployment?
· What types of devices (phones, Lync clients, etc.) are people using to access Lync?
· Which mobile platforms (Apple, Android, Windows) are being used for Lync mobility?
Armed with the answers to these questions, you can put together a concrete plan of action to further drive Lync adoption. If, for example, you find that the Denver office is rarely using Lync voice, you can start digging into the reason. Is it a training issue? Are there technical problems? Are there management issues? Without proper reporting, you cannot even begin this process.
An investment in Lync will not pay off unless people use the tools to collaborate. After all, as they say, work smarter, not harder.