Planning for Webex Teams success Adoption planning report 2018

Planning for Webex Teams success Adoption planning report 2018 Notes on how to use this document can be found in blue boxes like this: This document is a template report to be completed by project managers and change consultants following planning sessions for deploying Webex Teams. It can be used to circulate and agree the overall shape of the Webex Teams adoption plan so that all delivery teams are aligned.

01 Why Webex Teams? 02 User populations 03 User devices 04 Conten ts 2018 Cisco and/or its affiliates. All rights reserved. 05 Naming conventions 06 Organizational mapping 07 Email group migration 08 09 Cisco Confidential Deployment & support Use cases Self-service learning content requirements 10 Communications plan 11 High level adoption plan

Why Webex Teams? Our business case is based on reducing operational costs and improving productivity. Consolidation of suppliers Improved security posture This business case is for example. Adapt this slide to capture your company’s business case for deploying Webex Teams. Be clear on specific goals, benchmarks, savings etc. and how you will measure. This will focus project activities on the right outcomes. Savings Target of 2m per annum of savings in travel Retirement of audio only conferencing services saving 1.5m per annum Productivity improvement by reducing meeting times by 10% Travel cost reduction Modernized meeting capabilities Webex Teams is being deployed to all staff. There are many other “soft” benefits, such as smarter working, increased engagement, and improved work/life balance but these will not be measured. 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Measurement Track Webex Teams usage against T&E expense claims and individual use Ceasing supplier contracts of audio conferencing services Annual employee survey to measure improved engagement from use of Webex Teams

User populations Adapt this slide to detail your user populations: how they’re divided, where they’re situated, in what numbers, etc. Identify all challenges that must be overcome in order to deploy to everyone. Company X’s user populations are found in four divisions: Division Detail Sites/locations Users (circa) Div 1 Worldwide 5 6,000 Div 2 APCA 8 10,000 Div 3 USA 12 15,000 Div 4 EMEAR 5 5,000 TOTALS 30 36,000 Challenges 2018 Cisco and/or its affiliates. All rights reserved. The large number of buildings have created a travel-first culture We have grown by acquisition and each division has its own separate IT service and suite of tools. We need to get the Webex Teams desktop application on computers in each business division Cisco Confidential For example. Edit as appropriate.

User devices Adapt this slide to detail your PC and mobile device estate. Set out your plans for supplying USB headsets and webcams. Identify challenges and actions. PC estate There is an approximate 40/60 split between Windows 7 laptop and desktop machines. Directors have Surface Pros. Less than 25 Macs are used by the design team. Mobile devices 70-80% of users have been issued with a mobile device. Senior employees have iPhones. Everyone else has midrange Android devices. A small number of Windows phones remain but will soon be phased out. USB headsets Various USB headsets have been tested in anticipation of the incoming UC technologies. Company X has opted to supply midrange devices. People who are frequently on the road will be considered for wireless headsets. Users will receive their headsets by desk drop. The service desk will retain a stock for users requesting to upgrade Webcams All laptops have webcams but desktops do not. It’s anticipated that some desktop users will have need of cameras. 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Challenges Lack of webcams for desktop machines present a barrier to people fully participating in immersive online meetings. Most people have USB headsets although we need to speed up the procurement process so that new joiners are equipped to use VOIP to reduce audio costs Challenge x Challenge y Challenge z For example. Edit as appropriate. Actions Action 1 Action 2 Action 3 Action 4 For example. Edit as appropriate.

Deployment & support Adapt this slide to detail your plans for deploying Webex Teams and providing technical support to users. Identify challenges and actions for overcoming them. Deployment Webex Teams will be deployed to all machines via SCCM in batches and will take 2-3 weeks to be installed on every machine Webex accounts will be provisioned automatically for all users of the outgoing conferencing tool. New accounts will be requested through the service desk and approved by managers. A new process is required. Support For example. Edit as appropriate. Challenges Challenge 1 Action 1 Challenge 2 Action 2 Challenge 3 Action 3 Challenge 4 Action 4 We have outsourced our service desk to Vendor X and they will provide a managed solution. Desk-side support agents are in some locations for part of the week; no location has a constant local IT presence. The service desk solve a lot of issues themselves but second and third level support is also available. 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Actions For example. Edit as appropriate.

Organizational mapping Business area Team owner(s) Team name Finance [email protected] Global Finance Information Systems [email protected] om Global IT Adapt this table to list out the teams and spaces identified when mapping your organizational structure. See “Preparing the Webex Teams environment” in the playbook. Initial spaces o o o o o o General Purchasing Treasury Investments Planning & Budget Sponsored Programs Spaces must be moderated for security purposes. o o Ken will create the team and spaces. o General Telecommunicatio ns Information Systems Computing Support Technical Services Information Security IT Procurement o o o o General New Business Distribution At Risk Accounts Kelly has asked that we create the team and spaces for her and then show her o o o o Sales Europe [email protected] 2018 Cisco and/or its affiliates. All rights reserved. For example. Edit as Cisco Confidential Sales Europe Notes Kim has been shown how to create the team and spaces herself.

Adapt this table to list out the email groups you will migrate to Webex Teams. See “Preparing the Webex Teams environment” in the playbook. Email group migration Email group name Type Owner Space name in Webex Teams Notes Reading office – all staff Distribution list [email protected] Reading office – all staff Ruma will create the space. Local IT all offices Distribution list [email protected] Global – Local IT Peter will create the space. This can live in the Global IT team. Ask HR Shared mailbox [email protected] Global – Ask HR We will set this up for Robin and provide training. For example. Edit as appropriate. 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

Adapt this template (3 slides) to capture your own use cases. See “Preparing the Webex Teams environment” in the playbook. Business use case: Connected Marketing (1) The main purpose of the use case is The owner of the use case is To better coordinate global marketing teams and create a single marketing culture. Seth Martindale (Marketing Director) The current state of the workflow/process is. The desired future state in Webex Teams is We have grown by acquisition and each global division has its own marketing team and practices. We try to keep everyone coordinated with bi-weekly calls but attendance is poor and we don’t get many questions. When a new campaign is launched, it’s painful getting everyone singing from the same hymn sheet. There are often frustrating inconsistencies in our messaging. We want to create one global marketing team with a shared culture and ways of working. We want to learn from each other and build a shared marketing practice that eliminates inefficient ways of working. We want to get to know each other better and be available for questions, updates, etc. We want to be able to meet on the fly and also schedule regular all hands video meetings. We want one organized place for sharing content and getting things done that’s easily searchable It should be really easy for people to stay in the know about the latest developments and know where to go and who to ask. 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential For example. Edit as appropriate.

Use case: Connected Marketing (2) The key groups of members are The key activities in Webex Teams are Marketing teams from each of the global divisions. We also need participation from key people in sales and product lines who can keep our campaigns honest. We would also like to collaborate more freely with our partner agencies. All marketing personnel in one team to stay updated on the latest directives from the group. The ability to ask questions and get answers when needed most. The ability for everyone to regularly check in on progress. Share work-in-progress campaign content and give feedback. Easy access to key people from sales and product lines. Smooth collaboration with external agencies. On the fly video meetings with screen sharing. The value for members is The value for the business is Members will be part of one marketing division and can learn from the best around the business. Build networks and discover advancement opportunities. Streamlined working practices. Fewer mistakes and redundancies. More coordinated global marketing campaigns. Quicker time to market. Marketing strategies informed by our best minds everywhere, not just Group. Happier, more engaged marketing employees who feel part of one team and have a voice. 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential For example. Edit as appropriate.

Use case: Connected-up Marketing (3) The teams and/or spaces required are The success criteria are A team called “Joined-up global marketing”, with the following spaces: General Latest news Ask the CMO Media incidents Ask Sales (includes internal people from sales) Ask Product (includes internal people from product) Your ideas Say thank you I need help Campaign x Agency a (includes external people) - Moving away from email and conference calls as the main means of collaboration between marketing divisions. We will communicate and promote this use case by We will assist people’s learning by Announcing and repeating our plans in all upcoming teleconferences. Emailing plans to all members. Getting buy-in from marketing leaders in all divisions and getting them to spread the word. Identifying and training at least 3 champions in each division. Put a banner on our intranet site with a post explaining what’s happening Showing what people will get out of it by taking part. - 2018Send use case graphics and flyers for printing out and Cisco and/or its affiliates. All rights reserved. Cisco Confidential distributing. - After 3 months, marketing people in all divisions agree that we have a much better way of working together. Campaigns are delivered faster, within budget, and consistently on message. After 6 months we have happier, more engaged people, as measured by the annual engagement survey. We have greater staff retention, demonstrated by HR reports. - Making sure they have access to the learning guides and cheat sheets and they’re translated into local languages. Making sure that the champions are fully trained, bought into Webex Teams, and aware of the use case objectives. Making sure that everyone knows who their nearest champion is. Setting up scheduled training sessions online. Recording trainings and making them available on the intranet. Encourage people to use the “I need help” space when they have questions about Webex Teams. For example. Edit as appropriate.

Self-service learning content What do we need? We need a comprehensive set of guides that employees will access on Adapt this slide to detail your plans for sourcing and supplying self-service learning content to users. Content List Basic navigation Intranet Teams vs spaces Shared drive Website Mobile device Who will produce it? Description of what content is available from Cisco and how it can be re-purposed for our use. Description of the gaps and who will create any new content 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Source Cisco Collaboration Help Starting meetings Cisco Videos Scheduling meetings Webex Meetings knowledge base Whiteboarding Sharing documents Internal L&D department Item x Source x Item y Source y For example. Edit as appropriate.

Communications plan A robust communications plan is key to any successful adoption effort. Its purpose is not only to inform people of changes to the technology landscape but more importantly to answer the questions “what’s in it for me?” and “why should I use this?” (the value proposition). The plan is also a vehicle for branding the initiative so it’s familiar to employees. Execution is key to create on-going demand for Webex Teams. Treat it like a consumer launch inside the enterprise. Mass adoption comms plan - Key elements Program branding Value proposition Physical assets Leaders brief Service desk brief Give the deployment a project name. Write “stings” and strap lines, and produce logos and image libraries. Also create basic branding guidelines to inform the tone of voice and look & feel of the entire effort. The aim is to make the initiative instantly recognizable At a minimum, the value proposition is a slide deck, but could include videos of employees raving about Webex Teams Design posters as well as digital banners and flyers for events and roadshows. Brief leaders on how they can help to promote Webex Teams and its strategic importance to the company. Provide them with an overview of the plan. Brief the service desk on the roll out plan. Write FAQs for first line support on how to diagnose basic Webex Teams issues. Essential to avoid a situation where service desk agents don’t know about Webex Teams when someone calls in with a problem. 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential

Communications plan Write content specifically targeted at influencers, early adopters and super connectors. Give them early access to Webex Teams brief Influencer Local IT brief Local IT agents must also be fully aware of the program and able to discuss the reason for change and value proposition with users. They should have an understanding of the kind of issues they’re likely to see and how to fix them. 2018 Cisco Use your intranet home page to advertise the availability of Webex Teams. Write blog posts, articles as well as design buttons and banners to promote Webex Teams on other web pages. Intranet Homepage PA/EA Brief PA/EAs need to support their executive’s adoption of Webex Teams. Leaders themselves seldom invest the time in attending training. Offer PA/EAs hightouch training and support. They are a valuable channel for feedback on how Webex Teams lands with senior and/or its affiliates. All rights reserved.leaders. Cisco Confidential Write communications to inform users of services to be retired and replaced by Webex Teams. Redirect from outgoing services Self-service learning materials Write or source comprehensive how to’ self-service learning materials that are easy to read and navigate. Cisco has written everything you need at Cisco Collaboration Help This is a key communication sent to all employees. It conveys the business case, value proposition and program branding to create a lasting first impression. It should inform people of what to expect, what’s expected of them, and how to provide feedback Launch comms to the project team. User Survey Digital Signage Design and build surveys that can be sent out at intervals throughout the deployment. Use the results to prove to employees and senior leaders that Webex Teams is having a positive impact on the way we work. Create content for digital signage to launch and promote Webex Teams.

Find your channels Pay close attention to copy, tone of voice and language. Conduct an analysis of your internal channels to understand which ones work best. A posture of ‘tell, not sell’ and ‘demonstration, not declaration’ works best in written communications. Avoid saturation acrossTrack the channels people aren’t and monitorso click through and put off by too much messaging conversion rates to understand which channels work best for different types of messaging and adjust according to the data collected Channel Audience Size Message/Medium Impact Measurement Email All non-VIP users 50k Variety of announcements and selfservice instructions throughout the deployment (see example comms plan) High. Most read communication channel, easy to refer to, easy to embed links and use language to change behaviour . If available, track open rates and use of short URLs to measure click through rate Company announcement meetings All employees 10k Regular slots to demo and explain the value of Webex Teams. Schedule Webex Teams based webinars Medium. Add URLs to content in Webex Teams chat window and event invitations. Use of short URLs to measure click through rates. Daily Huddles All employees TBC Source champions and advocates to play a 2 min video to their colleagues on Webex Teams value proposition High. Peer to peer, word of mouth recommendation has highest conversion rates and network effects Use of short URLs to measure click through rates. Number of video views. Intranet All employees 50k Banners, videos, selfservice content. Continuous home page presence. High if continuous presence on the most active pages/sites SharePoint and/or Google Analytics Noticeboards/Posters All employees 60k Attractive visual content using consumer style ads Medium. Estimate footfall Find locations where posters and flyers work best to re-enforce messaging with slogans, straplines and stings. Consider creating QR codes for scanning with a mobile device to direct people to online content. 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Find champions, advocates, and super connectors

Example communications plan Understand the need for different messaging to different audiences and channels Subject/Theme Introduction to Cisco Webex Teams initiative or programme Personal and Executive Assistants Announce Webex Teams accounts and training for EAs and PAs Personal and Executive Assistants Webex Teams coming soon Physical flyers. How to guides, promotional gifts, posters Manage headset logistics to provide joined up user experience to improve adoption Audience All employees receiving Webex Teams accounts Software Deployment (Webex Teams application) All employees receiving Webex Teams accounts Retirement of current conferencing service Active account holders Intranet Promotional Ads Whole company Socialize Webex Teams campaign Managers in field, stores, factories Poster, Banners and Flyer All employees receiving Webex Teams accounts Call to Collect Headset and Webex Teams Share device (DX80) All employees receiving Webex Teams accounts Webex Teams is live Office locations Introduction to Webex Teams initiative or Personal and programme Executive 2018 Cisco and/or its affiliates. All rights reserved. Cisco Confidential Assistants Announce Webex Teams accounts and Personal and Siz e Highly granular sequencing of messages that can be adapted based on changing conditions on email and internal social network Key Messages TB D Briefing session on benefits, contribution, reassurances on low impact on time TB D To on-board PA's so they can assist their directors in participating by creating Webex Teams meetings on their behalf TB D TB D Advise dates when this service will be discontinued and replaced by Webex Teams, how to get Webex Teams TB D Webex Teams is here. Call out benefits. How to get an account. TB D email Tue 03 email May Mon 24 June Wed 21 June Excludes Leadership & Senior Leadership teams. Project team or Internal Comms sender Thu 14 email May Fri 15 Intranet June Tue 30 Promotional content and how to get started High-traffic area's, e.g. intranet, break room etc Need to devise, create sessions and resource. Awareness, promotion, solicit feedback May Thu 17 IT and/or line of business managers June Fri 8 How to get equipment. Instructions on use and how to get support IT sender email May Mon 9 Digital signage June Thu 22 Banners, slogans, calls to action To on-board PA's so they can assist Conduct using Webex Teams and/or face to face. Exec sender. Sunset comms on old service. Might need more than one email. IT sender. Internal e.g. magazine, SMS Briefing session on benefits, contribution, reassurances on low impact on time Sender/Comments Everyone. IT sender. Why are we investing in Webex Teams, what are the benefits TB D TB D May Day/Date Deploy Webex Teams software to EA/PA community. Project Manager sender. email, intranet TB D TB D email Month Notification of Webex Teams one hour training sessions Inform employees of new software and desktop icon being delivered, what to do next TB D Channel Attention to detail on who transmits to get maximum response rates Internal comms to coordinate email May Tue 04 Conduct using Webex Teams and/or face to face. Exec sender. Deploy Webex Teams to EA/PA Use channels that work bes for each audience (e.g SMS)

High level Webex Teams adoption plan Service Delivery Guide and test software deployment Review/Design/Adapt enablement procedures Fully familiarize with software Engage and train local IT and helpdesk Optimize the user experience Write/deploy self-learning materials Awareness Service Delivery Mobilization Promote & Launch Month 2 Conduct technical deployment workshop Conduct change management workshop Analyze user data Establish target user groups Write detailed adoption plan Recruit Webex champions Establish project governance Write test plan Conduct testing Awareness Communications Month 3 Project Kick-off Mobilization Transmit reminders to inactive account holders Display promotional content on digital signage Deploy flyers Deploy posters Publish usage reports Mass Launch Handover Transition to BAU Handover to support teams Handover Month 4 Project Ends Promote & Launch 2018 Cisco and/or its affiliates. All rights reserved. Interview end users Expand & validate use cases Create value proposition ppt Create program branding Write comms plan Co-create all comms materials Design surveys Execute comms plan Cisco Confidential This is an example high-level adoption plan for deploying Webex Teams. It shows many of the activities you are likely to perform. Adapt this slide to represent your own plan.