Planning for Webex Meetings success

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

2. 01 Business case User populations 02 User devices 03 Deployment & support 04 Contents Self-service learning content requirements 05 Communications plan 06 07 High level adoption plan

3. This business case is for example. Adapt this slide to capture your company’s business case for deploying Webex Meetings. Be clear on specific goals, benchmarks, savings etc. and how you will measure. This will focus project activities on the right outcomes. Business case Our business case is based on reducing operational costs and improving productivity. 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% Consolidation of suppliers Improved security posture Travel cost reduction Measurement Modernized meeting capabilities • Track Webex Meetings 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 Meetings Webex Meetings 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.

4. 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. User populations 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 • The large number of sites has 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 solve how to get Webex Meetings Productivity Tools to computers in each business division Challenges For example. Edit as appropriate.

5. 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 for overcoming them. User Devices 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. Challenges Actions • 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 • Action 1 • Action 2 • Action 3 • Action 4 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 For example. Edit as appropriate. Webcams All laptops have webcams but desktops do not. It’s anticipated that some desktop users will have need of cameras. For example. Edit as appropriate.

6. Adapt this slide to detail your plans for deploying Webex Meetings and providing technical support to users. Identify challenges and actions for overcoming them. Deployment & support Deployment Webex Meetings 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. Challenges Actions • Challenge 1 • Challenge 2 • Challenge 3 • Challenge 4 • Action 1 • Action 2 • Action 3 • Action 4 For example. Edit as appropriate. Support 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. For example. Edit as appropriate.

7. alternative Adapt this slide to detail your plans for sourcing and supplying self-service learning content to users. Self-service learning content Content List Source • Joining a Webex Meetings meeting • Hosting a Webex Meetings Meeting • How to use CMR • Webex Meetings for mobile • Line of business use cases • Item x • Item y • Cisco Collaboration Help • Cisco Videos • Webex Meetings knowledge base • Internal L&D department • Source x • Source y What do we need? • We need a comprehensive set of guides that employees will access on • Intranet • Shared drive • Web site • Mobile device For example. Edit as appropriate. 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

8. 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 Meetings. Treat it like a consumer launch inside the enterprise. Mass adoption comms plan - Key elements Program branding Give the deployment a project name. Write “stings” and strap lines, and produce logos and image libraries, and 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 Value proposition At a minimum, the value proposition is a slide deck, but could include videos of employees raving about Webex Meetings Physical assets Design posters and digital banners and flyers for events and roadshows. Leaders brief Brief leaders on how they can help to promote Webex Meetings and its strategic importance to the company. Provide them with an overview of the plan. Service desk brief Brief the service desk on the roll out plan. Write FAQs for first line support on how to diagnose basic Webex Meetings issues. Essential to avoid a situation where service desk agents don’t know about Webex Meetings when someone calls in a problem.

9. Communications plan 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 to the project team. Use your intranet home page to advertise the availability of Webex Meetings. Write blog posts, articles and design buttons and banners to promote Webex Meetings on other web pages. Write communications to inform users of services to be retired and replaced by Webex Meetings. Write content specifically targeted at influencers, early adopters and super connectors. Give them early access to Webex Meetings Redirect from outgoing services Influencer brief Intranet Homepage Launch comms Local IT brief PA/EA Brief Self-service learning materials User Survey Digital Signage 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. PA/EAs need to support their executive’s adoption of Webex Meetings. Leaders themselves seldom invest the time in attending training. Offer PA/EAs high-touch training and support. They are a valuable channel for feedback on how Webex Meetings lands with senior leaders. 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 Meetings is having a positive impact on the way we work. Create content for digital signage to launch and promote Webex Meetings. 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

10. 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 across the channels so people aren’t put off by too much messaging Communications plan Track and monitor click through and conversion rates to understand which channels work best for different types of messaging and adjust according to the data collected As the most universal form of communications pay close attention to copy, tone of voice and language. Find locations where posters and flyers work best to re-enforce messaging with slogans, strap lines and stings. Consider creating QR codes for scanning with a mobile device to direct people to online content. Find champions, advocates and super connectors

11. Highly granular sequencing of messages that can be adapted based on changing conditions on email and internal social network Attention to detail on who transmits to get maximum response rates Example communications plan Understand the need for different messaging to different audiences and channels Physical desk drops. How to guides, promotional gifts, posters Manage headset logistics to provide Joined up user experience to improve adoption Use channels that work best for each audience (e.g. SMS)

12. High level Webex Meetings 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 • Transmit reminders to inactive account holders • Display promotional content on digital signage • Deploy flyers • Deploy posters • Publish usage reports • Handover • Transition to BAU • Handover to support teams Service Delivery Mobilization Promote & Launch Awareness Communications Handover Month 2 Month 3 Month 4 Project Kick-off Mass Launch Project Ends • Mobilization • Conduct service delivery 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 • Promote & Launch • 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 This is an example high-level adoption plan for deploying Webex Meetings. It shows many of the activities you are likely to perform. Adapt this slide to represent your own plan.