1. THEY DON'T HATE YOU, THEY HATE CHANGE
BOSTON COLLEGE'S CONVERSION TO GOOGLE APPS
Jon McGrath -
Sarah Sletzinger -
@BostonCollegeIT

2. 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?

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

4. Phased Roll-Out
ITS
Early Adopters
Entire Campus

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

6. 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).

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

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

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

10. ...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.

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

12. Google Guides

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

14. 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.

15. 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

16. 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

17. Preparing the Guides Training Resources Website Forum for Questions
Handouts

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

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

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

21. Was the Guide Program Valuable?

22. How Proficient is Your Area in Google?

23. Would you be a Guide again?

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

25. Questions?

26. Resources
Google Guide Info: