THEY DON'T HATE YOU, THEY HATE CHANGE BOSTON COLLEGE'S CONVERSION TO GOOGLE APPS Jon McGrath - jon.mcgrath@bc.edu Sarah Sletzinger - sarah.sletzinger@bc.edu @BostonCollegeIT

Actual Questions from Actual People Why is ITS doing this to us? Why are you doing this to me? I hate Google. I love Outlook. I can’t live without it. I do everything on it. Does this mean I can’t use Outlook?

Actual Questions from Actual People You know Google is going to look at all our emails and steal our information, right?

Phased Roll-Out ITS Early Adopters Entire Campus

Early Engagement BC Students moved to Google in 2013. Faculty advisory board formally requested faculty and staff email and calendar move to Google Apps. Initial input gathered from every department.

Early Engagement Meetings with departmental reps to discuss plan, gather feedback. Best practices from NYU, Columbia, etc. Professional Consulting firm engaged. Four-month project for ITS (announcement - launch date).

Communicate Early and Regularly Be specific. Be clear. Follow through. In person communications, including...

Classroom Training Train early and often Early: Info sessions and demos Closer to launch date: hands-on sessions Road shows

Focus on the Positive... Practical benefits New stuff that people will like and use. If possible, example of how people are already using it.

...but don’t ignore the negative; Focus on the Impact to People Address people’s concerns. Fix what you can. Offer alternatives for things you can’t fix. Listen.

Be Honest Some people aren’t going to like everything. Try not to sound (too much) like a salesman. Share your support model.

Google Guides

Peer-to-Peer Support Program What is a Guide Program? Peer-to-Peer Support Program

Why Implement a Google Guide Program? Provides users with immediate one-on-one support. Peers understand specific needs of their peers. Reduces burden on IT support and Help desk. Allows ITS to focus on more pressing support issues.

Guides Provide Tier 1 Support Process Thank you! 6 Pre Go-Live Events 5 4 Go-Live! Guides Provide Tier 1 Support 3 Guides Move to Google Prepare 2 1 Recruit

Recruitment No technical expertise required Volunteers only 150+ Departments No technical expertise required Volunteers only Recruit from many departments Move early Willingness to learn and help

Preparing the Guides Training Resources Website Forum for Questions Handouts

Kick-Off Meeting Reminder of resources Recommended communications “Google Guide” signs for desks

Pre-Launch Luncheon Party T-Shirts Get people excited VP Speech Thank the Guides

Go-Live and After Guides provided tier 1 support Thank Yous! Feedback

Was the Guide Program Valuable?

How Proficient is Your Area in Google?

Would you be a Guide again?

What now? Still help with Google Apps. Identified future guides

Questions?

Resources Google Guide Info: http://setup.googleapps.com/Home/change-management/google-guides