Microsoft Ignite /17/ :13 PM

Microsoft Ignite 2015 4/17/2017 12:13 PM
© 2015 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

BRK2127 Skype for Business: How to Execute an Effective End-User Adoption and Change Management Program Debbie Arbeeny Stephen Clark

Skype for Business Trivia
Microsoft Ignite 2015 4/17/ :13 PM Skype for Business Trivia Test your Skype for Business knowledge with questions created by MVPs and enjoy the trivia fun tonight with complimentary food & drinks, and the chance to win great prizes! Tweet a photo from any Skype for Business session using the hashtag #Skype4BTrivia and be entered into a drawing to win a ticket to this invite-only Trivia game for you and a guest. One entry will be randomly selected each day.* If you don’t score an invite, you can still compete on Twitter Wednesday at 8:30pm for your chance to win a Surface Pro 3!** *No purchase necessary. Open only to event attendees. Game ends 5/7/2015. See Skype for Business Facebook for full Official Rules. **No purchase necessary. Open only to legal residents of any country where Surface Pro 3 is certified for distribution. Game ends 5/7/2015. See Skype for Business Facebook for full Official Rules. Microsoft Ignite #Skype4BTrivia © 2015 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Which path do you want to take?
44x A tale of two ‘usage and adoption’ paths

Goals for today Review how adoption impacts ROI
4/17/ :13 PM Goals for today Review how adoption impacts ROI Discuss how managing change will influence results Recap push vs pull strategy Immerse you in an end-to-end adoption program Showcase each phase of a successful program Review tasks and logistics Share actual customer examples Empower you with adoption resources to implement your own adoption program © 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Change drives adoption which impacts ROI
4/17/ :13 PM Change drives adoption which impacts ROI User Adoption is the daily, habitual use and deep utilization of a product or technology by end-users Adoption impacts ROI Adoption requires that users change their behavior Increase business productivity Improve employee satisfaction Drive operational efficiencies Mitigate escalations Monetary savings © 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Skype for Business is a game changer
? How do you get users to change their behavior?

There are two approaches to change
Microsoft Ignite 2015 4/17/ :13 PM There are two approaches to change Proven 44x more usage/adoption than push strategy* Push strategy Passive approach 1-2 s, link to training “Easy-to-use” assumption Limited/no end-user focus Common outcome Fire-fighting Damage control Low adoption Pull strategy Proactive approach Lifecycle approach – plan –pilot-rollout-operations Align with success indicators Direct end-user focus User satisfaction User trust Higher adoption, ROI VS *based on results from customer engagement programs © 2015 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Implementing a “pull strategy” adoption program - guidance - resources - customer examples

Proven methodology drives results
4/17/2017 Proven methodology drives results Key attributes of a successful adoption approach. 1 2 3 4 PLAN: Set vision & identify business scenarios CONFIRM: Prioritize solutions & create an adoption plan (Pilot) EXECUTE: Commit resources & execute on adoption plan ASSESS: Measure, share success, & iterate Four simple steps with integrated success factors © 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Success factors serve as stepping stones
DESCRIPTION The right executive sponsor Lead stakeholder drive messaging, holds accountability for user adoption success; Influence over users and management; active and engaged Enterprise-wide deployment plan Defined roadmap, streamlined UC solution Dedicated/accountable rollout project team Focused roles and responsibilities around readiness activities Articulated goals, success metrics, timelines SMART goals related to usage and adoption Formal end-user pilot End-user testing-scenarios, messaging, training in production environment Robust device strategy Defined process for testing, ordering devices, communicated Broad-reach awareness strategy Clear value messaging, call to action across targeted user profiles Comprehensive user training plan Variety of training options, call to action across targeted user profiles, well communicated Help desk/support strategy Established tiered support approach, agents validated as ready to support users Operations plan Formal plan to monitor health and adoption with mitigation plan

Map out your PLAN in Phase 1
PLAN: Set vision & identify business scenarios 1 Map out your PLAN in Phase 1 What is it? Strategic preparation of and planning for a readiness program Address the who, what, when, where, why, how questions Why is it important? Ensures all stakeholders are in alignment Establishes clear path for adoption success Enables tracking progress and identify/mitigate potential barriers What are the expected outcomes? Accountable project team with defined roles and responsibilities Baseline project plan with timeline, dependencies Identification of personas and value messaging Defined goals and success metrics

PLAN: ask questions that lead to action
Questions to ask Recommendations Who should be on your accountable project team? Is your BDM at the right level, engaged and active? Ensure representation for core groups such as IT, marketing training and support Enlist an executive sponsor to support rollout efforts - BDM Who are your user personas? Use personas to define value messaging, understand use cases, create targeted communications and offer specialized training Understand your early-adopters from your laggards What is your value messaging (eg why did you purchase Skype for Business?) Start with your broad, organizational value statement and translate it into what it means for the end-user What are your goals and success metrics? Utilize the SMART technique to define goals at each phase What is your budget allocation? Understand allocation for devices, training, awareness materials *refer to the Planning Guide

User personas define your audience
4/17/ :13 PM User personas define your audience Road warriors Remote knowledge workers Office knowledge workers Executives Executive assistants Desk-less workers Call centers Audience segmentation is essential © 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Value messaging targets user needs
Organizational Value End-User Value What it is Reason why your organization bought Skype for Business Translation of organizational value to what it means to the end-user, “what’s in it for me” Why it’s important Help define goals and metrics Ensure stakeholders are in alignment Drive motivation and momentum Serves as value-add messaging for communications and training Examples Save $XX Streamline all communication and collaboration tools May be more quantitative Increase productivity Improve work/life integration May be more qualitative

Goals and metrics lead to tangible results
Skype for Business 4/17/ :13 PM Goals and metrics lead to tangible results PHASE Why you measure Common measurements PLAN Kick start project momentum Ensure project plan and timeline align across teams Program milestones Technical deployment milestones, alignment CONFIRM Determine success of your pilot and readiness for broad rollout Acceptable call quality Help desk readiness Communication and training materials EXECUTE Demonstrate immediate impact to your rollout project On time completion of rollout Project delivered on budget Active users ASSESS Measure long-term value and ROI Cost savings Employee satisfaction Conferencing adoption Mix of business goals and IT goals Set BIG goals, but celebrate SMALL victories along the way © 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Success factor focus impacts results
Comparable scenarios Same deployment type Equivalent # licenses Participated in rollout engagement Launched in month 4 Same usage at launch month SFR impacted adoption Purple: 9/10 SFR: Rapid, sustained Green: 5/10 SFR: Slow, organic 44x *SFR = Success Factor Rating based on 10 proven success indicators

Manage the change early for optimal results
WHO: the right executive sponsor (CEO, manager) WHAT: drive awareness of pending change WHEN: at project initiation WHERE: or familiar communication platform WHY: 1st communication or 1st rumor will start driving user opinions HOW: focus on both organizational and user value – what’s in it for me

PLAN: Check-in on progress
Project team secured Understand value messaging User personas identified Goals and metrics defined Draft project plan w/timeline Budget allocated Phase 2: CONFIRM

CONFIRM user readiness in Phase 2
CONFIRM: Prioritize solutions & create an adoption plan (Pilot) 2 CONFIRM user readiness in Phase 2 What is it? Explicit usability testing effort (pilot) conducted prior to a broad rollout, with end-users Validation of client deployment, network readiness and scenario applicability Verification of devices, support readiness, awareness and training resources Why is it important? Uncovers potential obstacles Proactively address anticipated issues Facilitates a more streamlined rollout to the broader organization What are the expected outcomes? Measurable validation of broad rollout readiness List of items to be addressed prior to the rollout Framework for the enterprise rollout

CONFIRM: ask questions that lead to action
Questions to ask Recommendations What are your pilot goals/metrics (eg what determines your go/no-go decision)? Ensure pilot goals align with broader organizational value and project goals How will you measure success? Consider both qualitative and quantitative measures Survey feedback Reporting data from Admin console/Monitoring server What do you want to validate; what should be included in your test plan? This is your opportunity to Verify technical readiness Substantiate vision Authenticate scenarios Validate device selection Who are your pilot participants? Confirm representation across core users groups/personas, including Exec Admins, Support, Early Adopters, Laggards How will you communicate, educate and support your pilot participants? Use the pilot as an opportunity to validate your messaging and training options, as well as support readiness. Think of it as a mini-launch. *refer to the Planning Guide

Validate with a small user group
Microsoft Ignite 2015 4/17/ :13 PM Validate with a small user group Technical Call quality Solution availability Scenarios Usage Device usability Efficiencies Time to complete projects User satisfaction Results drive your go/no-go decision for broad rollout © 2015 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

A pilot can make a difference in the long run
Microsoft Ignite 2015 4/17/ :13 PM A pilot can make a difference in the long run Customer A: no pilot “Rip and replace” of PSTN phones Users were confused, frustrated, productivity suffered A year later, they are still working to rebuild user trust -> asked for feedback, ordered new devices, soft launch to other regions Customer B: pilot Involved user effort, device bar, solicited feedback Learned devices were not optimal for user needs, scenarios could be met Leveraged positive feedback for broader messaging, reconsidered devices for launch - >usage is on steady incline © 2015 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

CONFIRM: Check-in on progress
Pilot goals and metrics confirmed, with clear go/no-go decision markers Pilot participants identified and secured Pilot test plan finalized Pilot feedback loop defined Training, communications and support for pilot in place Phase 3: EXECUTE

EXECUTE a broad launch in Phase 3
EXECUTE: Commit resources & execute on adoption plan 3 EXECUTE a broad launch in Phase 3 What is it? Preparation and execution of targeted and broad reach readiness plan Identification of targeted groups who require specific communications and training Broad launch of support, feedback, awareness, and training resources Why is it important? Ensures the right messaging reaches the right audience Provides catalyst for positive change management Helps drive rapid and sustained adoption What are the expected outcomes? Initial validation against goals and metrics (per Phase 1: PLAN) Well-executed, phased readiness program. Including plans for awareness, training, support Learnings to help prepare for ongoing operations

EXECUTE: ask questions that lead to action
Questions to ask Recommendations What adjustments need to be made to plan? Utilize feedback and results from pilot (Phase 2) to adjust timeline, messaging, training, support for broad rollout. How will you rollout to the broader organization? Leverage a phased-approach (by department, office or region), taking time to measure progress. This will help pinpoint/address issues as they arise and not overwhelm support and other internal resources. What groups need targeted messaging/training? Refer back to your Personas and customize your messaging and training as appropriate. How will you drive awareness? Maximize awareness via a variety of channels ( , Champions, events) What training options will you offer? Accommodate different learning styles with Videos Quick reference guides Instructor-led training Will you leverage HyperCare? Enlisting targeted support at launch can help drive a positive first user experience. *refer to the Planning Guide

Reach your users through multiple channels
Skype for Business 4/17/ :13 PM Reach your users through multiple channels s Intranet site Posters Change champions Internal cross-promotion Shared with permission © 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Vary training to accommodate personas
Microsoft Ignite 2015 4/17/ :13 PM Vary training to accommodate personas RESOURCE AUDIENCE Quick Reference Cards Self-learners Short videos Instructor-led training Laggards, users needing extra support Fully customized training Strategic groups: EAs, executives Pocket-guides Executives Microsoft offers many complimentary, customizable training resources © 2015 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Ensure users can get the help they need
End user Support Self-help resources Tier 1: Basic help Tier 2/3: Deep troubleshooting HyperCare Enable users to get their questions addressed quickly, and issues resolved promptly

Proactive approach drives adoption
Pilot Launch Champs training Adv training Open house Open house

EXECUTE: Check-in on progress
Validated adjustments based on pilot results Phased rollout plan in place Training, communications and support ready to go Phase 4: ASSESS

ASSESS results in Phase 4
ASSESS: Measure, share success, & iterate 4 ASSESS results in Phase 4 What is it? Execution of ongoing management and maintenance of readiness strategy Continued monitoring of success metrics defined in the PLAN and EXECUTE phases Development of readiness plan for new hires, client upgrades, additional workloads, extended regions Why is it important? Sets organization up for long-term success Drives sustained adoption and maintains momentum achieved during EXECUTE phase Provides measurement for initial rollout success/challenges What are the expected outcomes? Tools and resources to establish long-term maintenance plan Measurement of Lync goals set in PLAN and EXECUTE phases Designation of responsibility for ASSESS phase tasks

ASSESS: ask questions that lead to action
Questions to ask Recommendations What awareness channels will you use to maintain momentum? Keep users motivated by highlighting new features and sharing user success stories. What is the plan to track your goals and metrics? Designate a POC to track and report progress on a set cadence (eg days) How will you keep the feedback loop open with end users? Use SharePoint or Yammer to encourage user feedback. Host brown bags for more personal interaction. What is the plan to maintain IT relationship and understand updates Ensure alignment between client/feature updates and associated communication, training and support readiness activities. Who is on point for managing awareness and training updates? Designate a POC to keep all communication and training content current. *refer to the Planning Guide

Keep the momentum going
Skype for Business 4/17/ :13 PM Keep the momentum going Newsletters Highlight success stories Share updates Drive positive reinforcement Contests Offer prizes for most usage or unique use case Brown bags Create a safe forum for feedback/informal training Lead by example Host your team meetings, all-hands and other project planning sessions with Skype for Business Create champs from day one Have a clear plan on onboard new hires GIFT CARD Shared with permission © 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Make a plan to track long-term goals
30 days Active users count Availability, call quality 90 days 30 days + User CSAT Scenario/ feature adoption 120 days 90 days + Decrease use of 3rd party solutions Cost savings Set BIG goals, but celebrate SMALL victories along the way

Resources

Accelerate results with RASK
Microsoft Ignite 2015 4/17/ :13 PM Accelerate results with RASK Comprehensive library of adoption guidance Self-guided assistance for each step of your rollout Includes a “Start Here” document to orient the user to all of the resources Resources are available as downloadable zip file, keeping all resources at your fingertips Includes core planning and supplemental guides Core: Inter-related documents to drive conversations, manage tasks and track progress Supplemental: Guidance for specific focus areas and discussions Rollout and adoption success kit (RASK) © 2015 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Office 365 Customer Success Center
4/17/2017 Office 365 Customer Success Center Scenarios to inspire people to work in new ways using Office 365, along with related communication kits to support adoption. Scenarios Learn how to get the most out of Office 365, quickly get your team onboard, and drive adoption. A four-step approach to drive adoption supported by downloadable templates and best practices. Methodology success.office.com  Featured adoption communities where you can learn from your peers and adoption experts. Communities Helpful resources to learn about other customer stories and special offers to make it easier to get started. Resources © 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Skype for Business resources
Microsoft Ignite 2015 4/17/ :13 PM Skype for Business resources Change management and adoption templates, Videos, Online how-to User webinars Beginner and advanced classes, What’s New What’s new with Skype for Business Quick Start Guides © 2015 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Modern Learning with Office Mix
The Office Modern Learning team is prototyping re-usable Learning Objects created with Office Mix Mix is a free add-in for PowerPoint that provides everything you need to create, share, and customize online interactive videos and training Mix provides slide and screen recording, embedded video, digital inking, polls and interactive apps Mixes play back on any device Skype for Business Schedule a Meeting Learning module created with Office Mix. See it aka.ms/mixSfB Would you like to participate in the ongoing discussions and our Modern Learning experiments? Join our Yammer group at aka.ms/yamtrain

Recap and Next steps

Change is the catalyst to adoption
Enlist the right primary sponsor (BDM) Has accountability for Skype for Business adoption, buys in to the project Has influence over project lead, management, users Remains active and visible throughout Know that end-users control whether they change Communicate early, communicate often Maintain open feedback channels Results take time, set big goals and celebrate small victories Create your path to success Be proactive, utilize the 4-step methodology and leverage the 10-success factors Set big goals and celebrate small victories Become aware of “red flags” that may hamper change and adoption

Next steps Access available resources See more Skype for Business
Microsoft Ignite 2015 4/17/ :13 PM Next steps Access available resources RASK: Success Center: Training webinars: Discover Skype for Business: See more Skype for Business Come see demos and ask questions about the Client and Meetings experiences as well as Operations Thursday starting at 12:05 in the Theater: Microsoft Participate in Modern Learning with Office Mix discussions Join the Yammer group at aka.ms/yamtrain © 2015 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Thank you

Share tips and best practices with other Office 365 experts
Join the conversation! Share tips and best practices with other Office 365 experts

Please evaluate this session
4/17/ :13 PM Please evaluate this session Your feedback is important to us! Visit Myignite at or download and use the Ignite Mobile App with the QR code above. © 2014 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Appendix

Skype for Business is a game changer
Offers the ability to transform the way users work, to reap significant ROI…but only if users change their behavior Text, call, communicate Meet, discuss, collaborate Connect, present, demonstrate Enables you to Laptop Desktop Tablet Phone SfB Room System From your Colleagues Customers Skype contacts Remote users anywhere, anytime With

Right foundation is the key to success
Together, the three “legs” of the Project Change Triangle (PCT) help achieve maximum results Project management addresses logistics Planning, budget, execution, success metrics and tracking Change management focuses on the people side of change Organization and individual levels Readiness, resistance, training, reinforcement Copyright ©Prosci Inc. All Rights Reserved.

Change is controlled by the end-user
Target personas Tailor marketing and training plans specific to end-user needs Build trust Open feedback channels and empower users Create craving fans Establish champions who brag to their friends and come back asking for Copyright ©Prosci Inc. All Rights Reserved.

Address building blocks for change throughout
Do users know what is changing, why and when? Do they know the value to them personally? Do you understand potential resistance? Do they have the knowledge they need to change? Do they have the ability to implement the change? How will you maintain momentum to ensure sustained use? Copyright ©Prosci Inc. All Rights Reserved.

Core resources facilitate planning
Planning Workbook Workbook enabling you to capture notes, discussions and important decisions related to each phase of your rollout in one core resource.

Project Plan This template plan includes core rollout tasks and timelines. Fully customizable, you can add and update tasks relevant to your organization’s deployment, assign task owners and monitor tasks to ensure your rollout stays on track.

Deployment Readiness Report Report allowing you to track core readiness for your rollout, at both planning and execution levels. Use the DRR to report progress to stakeholders.

Supplemental resources help drive execution
Microsoft Ignite 2015 4/17/ :13 PM Supplemental resources help drive execution Goals and Metrics Pilot Planning Awareness Strategy Training Strategy Support Planning Sample User Surveys HyperCare Everything you need to help manage each phase of your rollout © 2015 Microsoft Corporation. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

A solid project team drives results
STAKEHOLDER ROLE Project Manager Oversees the rollout project, managing the project schedule, reporting to key stakeholders, coordinating resources and delegate tasks to the respective team members. Executive Sponsor Provides a top-down incentive that lends credibility and importance to the rollout effort. The executive sponsor attends the launch-day awareness events and includes his/her signature on the initial announcement. Executive Stakeholders Senior executives, such as the CIO, CTO, etc.. who oversee project status, approve budgets, and determine success metrics, should also be included in the rollout and adoption team as appropriate. IT Representative Handles technical, infrastructure and network deployment activities, including infrastructure assessment and network capacity planning, as well as testing, packaging, and installing the clients. Marketing/Comms Rep Responsible for developing and managing all awareness resources including s, intranet sites, newsletters, awareness events, from the initial pilot through broad execution and into run state operations. Training Representative Handles the creation, delivery and management of end-user training readiness. Tasks may include creating an initial training plan, developing customized end-user training materials and managing the delivery of training to end users Help Desk Representative Responsible for training the support staff, establishing support hierarchy, and creating resources and procedures. Operations Manager Accountable for long-term management and run state status. Activities include: Monitoring performance and capacity planning Develop plans to help with prompts from the Help Desk Identifying, reporting and mitigation technical issues

Personas help address unique user attributes
Characteristics Remote knowledge worker Home office or field-based employee Heavily rely on real-time collaboration technologies to develop and maintain relationships as well as do their job Access to company networks, quality devices (laptops, headsets, mobile phones, etc) Office knowledge worker Majority of time spent in company office location, in designated workspace (PC, phone) Leverage a combination of in-person and online interactions, both ad-hoc and scheduled meetings Access to real-time collaboration tools with ability to meet from one's desk as well as conference rooms Executive role Time split between office, home and travel, work varying hours to accommodate meetings Utilize both face-to-face and online collaboration tools to maintain relationships Majority of time is spent in meetings using a variety of devices Admins may be required to help schedule and run online meetings, maintain calendar, respond to voice mail Desk-less (task-based) worker Spend majority of time in motion (warehouse, retail store, factory) or in face-to-face interaction Use shared workspace to check , participate in meetings, check messages Rely on mobile devices to IM, join meetings, stay in touch with colleagues and customers Call center worker Fully work from remote location different from company Heavily leverage real-time collaboration technologies to do their job effectively Require the daily use of IM, voice, video and ad-hoc, online meeting capabilities from pc

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