Microsoft Teams Deployment – Tips, Tricks and Lessons Learned

Source: http://blog.arkadin.com/en/microsoft-teams-deployment-tips/
Elaine Murray interviews Zach Katsof, Director of UC and
Microsoft Teams advocate at Arkadin, about tips and tricks for Microsoft Teams
deployment in enterprises.
Elaine:
Thinking about how organisations can get started with Microsoft Teams, what
would your recommendation be for organisations at the very beginning of their
transformation journey?
Zach: My
recommendation is to start small and think big. A lot of organisations that we
speak to just want to give Microsoft Teams to everybody and see what happens.
However, what we’re finding is that it is better to start small. What I mean by
that is to first start working with change champions within the organisation to
prove the real benefits and capabilities of Microsoft Teams, and then build
internal use cases from that. This provides the best forum to then build and drive
adoption across the organisation. So start small, but think big.
Elaine:
Can you give us some examples and tips for the Microsoft Teams champions to
consider?
Zach: There
are a lot of tips. Internally at Arkadin, I am definitely one of those change
champions. And I think a couple of things that stand out to me are:
Understand
your current way of working
It’s really important to understand how you work today
within the team that you’re going to be enabling the service with. To give you
an example: Internally at Arkadin, within our sales organisation, we analysed
what tools we currently use, what documents we need on an ongoing basis, what
are the different things and resources we need access to. And then we built out
our Microsoft Teams environment based on these insights, as a reflection of how
we work today.
Keep
it tidy
Another tip: It’s kind of like the grass in your back
garden (if you live in a house with a garden). If you don’t cut the grass every
week, it gets unruly very quickly. So, keeping your environment tidy is important.
Within Arkadin – we’ve got over 80 people within our core team that we use
every day – there’s a little bit of maintenance that needs to be done every day
from different people to make sure the environment is in tip-top shape.
Share
success
Another big tip is sharing success and making sure
everyone’s aware of the good news. Something that we’ve started doing is, once
a week, spotlighting one way that we’re using teams internally to make sure
even within our own team everyone’s aware of it. And then also across the
larger community, other teams can take advantage of that and start using it
within their main teams as well.
Point
out benefits
And then another key thing is not just how we’re doing it,
but what the gain is for the business. So, there’s a different sales team
member every week that I’m asking on our weekly team call: ‘What is it that you
liked the most about Microsoft Teams? And what’s one of the new capabilities
that you learned about this week?’ We use this internally to then share the
benefits externally with other teams as well as with our customers.
As a change champion, you are ultimately responsible for
the adoption of Microsoft Teams within your team and it’s really important that
you are out there promoting and sharing success.
‘There are 10% of people that are ‘techies’. They will just
dive in and they’ll love it. And there’s the 90% of people that are just
resistant to change.’
Elaine:
What about user adoption? Is it worth considering or is it just the buzzword
right now? Do you see the benefit of user adoption when it comes to Microsoft
Teams?
Zach: One
hundred percent! One of the things that I made a mistake about probably seven
or eight months ago (when we first started using Microsoft Teams) was, I
created a bunch of stuff, handed it over and said, let’s go do it. And there
was this number of people that are ‘techies’, they just dive in and love it.
And there’s the ninety percent of people, and this is true across organsational
change management in any technology, that 90% that are just resistant to
change.
It could be the best thing in the world. It could make your
coffee in the morning, tuck you in at night and make your bed when you get up.
People will not use it unless you enable and empower them. A strong user
adoption plan is absolutely paramount to deploying and driving adoption within
the organisation with Microsoft Teams.
Elaine:
What are the key things that you think organisations need to avoid to make
Microsoft Teams successful?
Zach: There’s
a lot of things not to do. I think the biggest mistake is to turn Microsoft
Teams on too early. We’re working with a lot of companies today that did this
and then came back to us and said ‘Okay, you were right, we need your help
now’. So, don’t turn it on!
Imagine if you had a 16-year-old teenager at home who just
passed their driving test and without any lessons, you just threw them the keys
to the car and said: ‘Go, have fun!’.
Elaine:
No!
Zach: Exactly!
That is not what you want to do with Microsoft Teams. For a successful
deployment, it’s really important to empower your people and your teams with
the right tools and the right framework, both around governance and management
of the environment. So, if you think about it in the Microsoft Team’s world,
it’s about understanding:
- How is each individual part of a larger team?
- What are the different types of tools?
- What are the different types of meetings,
content and resources that each individual uses on a day to day basis?
Once these questions are answered the business can
literally go out and build their employees’ dream environment within Microsoft
Teams, setting them up for success. And that can be through on-demand content,
live lunch-and-learns, bite-size nugget videos, quick start guides or any other
channel. But most importantly, establishing internal change champions is one of
the best ways to drive adoption because employees will hear from their peers
about the benefits and then they’re going to want to take advantage of those.
It’s like that New-shiny-toy-syndrome. If you’re walking past someone’s desk
and you see they have something you don’t, you’ll want it. So, that’s a good
way to drive adoption.
Elaine:
Zach, in your mind, do you think you can do more harm than good with a Microsoft
Teams-like-tool if you don’t consider what not to do with it before you push it
live?
Zach: One
hundred percent! The risk with any technology within an organisation is that
it’s going to become shelves wear and collect dust. If that happens there is a
huge loss, a huge opportunity missed. That’s why it’s so important to have the
right governance, the right framework around it.
One of the things that we’re helping organisations to do
through consulting and planning, is building for success and planning for that
environment where it doesn’t change the way people work. It actually enables
them to work better within their current workflows. That’s why adoption and
organisational change management are so important.
Elaine:
So Zach, in a nutshell, what are your key takeaways when it comes to getting
people on Microsoft Teams?
Zach: The
biggest thing that I’ve seen so far… We’ve become so good at juggling so many
different platforms in our day to day: We have our instant messaging tools. We
have our audio web and video conferencing tools. We have our file storage. We
have our team collaboration and chat tools. We have a phone system. We have a
contact centre. We’ve got all these different apps for project management and
planning and polling, and all these different things. And we just become master
jugglers in the technology space. That doesn’t actually make a lot of sense.
Microsoft Teams has enabled us to do is reduce the noise,
simplify it into a single pane of glass. But even though there are so many
benefits – going back to that analogy earlier – even though it might even be
able to make you coffee one day, it’s still a change. And change is not something
that a lot of people like.
‘Even though there are so many benefits to Microsoft Teams
– even though it might even be able to make you coffee one day – it’s still a
change. And change is not something that a lot of people like.’
To ensure that that ninety percent of change-resistant
people are thought about, you need a solid game plan in place to support them
through this transition. And then, my read, within 12 months, people will see
the benefits of the tool, very similar to the iPhone: When it first came out 11
years ago people were resistant to that. And then once they started using it,
lives were just totally changed for the better as a result. The same is going
to be true for Microsoft Teams. But it is a change. And just enabling it is not
the right plan.
So, I think the key is to be ready and realise that this is
not just another tool. Once you get that engagement, your users will very
quickly realise the ROI and it will fundamentally improve the way that you do
business both internally and externally with customers and partners.
As you can tell, I’m pretty pleased about Microsoft Teams. I’m one of the biggest Teams champions internally at Arkadin. I’m really excited to continue to speak to organisations about figuring out how to help them get the most out of Teams.
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