为 Microsoft Teams 制定变更管理策略Create a change management strategy for Microsoft Teams

针对最终用户认知和采用新技术的变更管理策略对于在组织中成功部署任何新技术至关重要。A change management strategy for end-user awareness and adoption of new technologies is critical to the successful rollout of any new technology in an organization. 成功完成此任务将确保用户采用新技术并对新体验感到满意。Successful completion of this effort will ensure user adoption and satisfaction of the new experience. 下面所述的步骤可以根据组织规模进行更改,但需确保与利益干系人、支持者、IT 管理员和用户保持沟通,这是成功实现变更的关键。The steps identified below can be altered depending on the size of your organization but ensure a sustained level of communication with stakeholders, champions, IT adminstrators, and users is key to landing a successful change.

Teams 变更管理最佳实践:Best practices for change management for Teams:

  1. 确定你的关键利益干系人、支持者和用户受众Identify your key stakeholders, champions, and user profiles

  2. 确定并选择你的业务方案Identify & select your business scenarios

  3. 开展涵盖企业用户、支持者和 IT 专业人士的试点。Conduct a pilot that includes business users, champions, and IT professionals.

  4. 设计、启动和管理你的采用推行活动。Design, launch and manage your adoption campaign. 下载我们的 Customer Success Kit 作为起点。Download our Customer Success Kit as a starting point. 有效的采用推行活动包括:A good adoption campaign includes:

    a.a. 内部认知材料,例如,海报、数字标志牌和活动Internal awareness materials such as posters, digital signage, and events

    b.b. 位于一个位置的自助和培训信息Self-help and training information in a single location

    c.c. 既定的反馈机制A defined feedback mechanism

    d.d. 预先定义的成功度量标准(解决方案采用、关键材料查看次数、课程出席情况)Pre-defined success measures (solution adoption, views of key materials, attendance at courses)

  5. 根据服务部署制定支持者计划Build a champion program alongside your service deployment

  6. 提供标准反馈方法Provide a standard feedback method

  7. 度量和分享成功Measure & share success

  8. 根据反馈调整你的消息传递和方法,重复进行。Adjust your messaging and methods based on feedback, repeat.

确定你的关键利益干系人、支持者和用户受众Identify key stakeholders, champions, and user profiles

成功采用的首要规则是创建一个动态团队,该团队由关键利益干系人和可以在其他人当中推动和引起变更的合适人员组成。The first rule of a successful adoption is to create a dynamic team comprised of key stakeholders and the right people that can drive and effect change in others. 采用策略要取得成功,首先要有一个由尽心尽力的个人组成的团队,这些个人代表了贵组织中典型的一群人。A successful adoption strategy starts with a team of committed individuals representing a cross-section of your organization. 关键利益干系人角色包括执行发起人、服务所有者、IT 专业人士和支持者。Key stakeholder roles include an Executive Sponsor, Service Owners, IT professionals, and Champions.

执行发起人图标。 执行发起人是组织中的关键领导者,在推动员工采用过程中,他们的参与必不可少。Executive Sponsors are key leaders within the organization and their participation is essential in driving employee adoption. 他们对公司文化的影响最大,可以积极传达新技术和方式的价值和优势。They have the greatest influence on company culture and can actively communicate the value and benefits of a new technology and way.
服务所有者图标。 服务所有者负责确保大家使用服务并从中获得价值。Service Owners are responsible for ensuring people use the service and get value from it. 在组织内设置服务所有者对确保已实现为 Microsoft 365 或 Office 365 设置的业务目标非常重要。Setting Service Owners within your organization is important to ensure the business goals set for Microsoft 365 or Office 365 are realized.
支持者图标。 得到组织中每个用户的认可是一项挑战。Gaining buy-in from every user across an organization is a challenge. 拥护程序可帮助缓解此挑战,并在采用 Microsoft 365 或 Office 365 时扮演重要角色。Champions can help alleviate this challenge and play an important role in the adoption of Microsoft 365 or Office 365. 他们拥有丰富的知识、积极充实其专业知识且愿意提供同伴指导和协助。They are knowledgeable, committed to furthering their expertise and are willing to provide peer coaching and assistance. 它们有助于将 Microsoft 365 或 Office 365 转换为其部门或团队的现实。They help translate Microsoft 365 or Office 365 into the reality of their department or team.

我们建议与这些利益干系人定期召开会议,使其及时了解你的计划的进度。We recommend a regular meeting of these stakeholders to keep them up to date on the progress of your program. 启动 "协作委员会" 以允许反馈和讨论可能是一个非常有用的工具,具体取决于您的公司文化。Initiating a "collaboration council" to allow for feedback and discussion can be a useful tool depending on your corporate culture.

提示

在这种情况的部署中,可能是变更的最大障碍的那些人可能会成为你最佳盟友。Those people who may be the biggest obstacles to change can become your best allies in a deployment of this kind. 我们鼓励你提早与贵组织的这些成员交流,经常倾听他们的顾虑和问题。We encourage you to engage with these members of your organization early and often to hear their concerns and issues. 通常,他们会有宝贵的反馈,这些反馈将会使你的推行活动更加成功。Often, they have valuable feedback that will make your campaign more successful.

用户分布User profiles

了解你的环境中的用户类型同样很重要。It is equally important to understand the types of users in your environment. 你是否有用户基本处于移动状态?Do you have users who are primarily mobile? 一些人总是在参加会议或在做演讲?Some who are in constant meetings or giving presentations? 你是否知道你的哪些用户在采用你现有的协作解决方案时困难最大?Do you know which of your users have the most difficulty with your existing collaboration solutions? 细分你的用户群体可以帮助你找出最愿意接受变更的群体。Segmenting your user community can help you find groups that are most open to change. 他们通常是你早期业务试点的最佳目标,他们的反馈相当宝贵。They are often the best targets for your early business pilots and their feedback is extremely valuable.

了解你的用户的日常将帮助你确定业务成果的优先级、制定适合你的部署的采用目标以及维持长期使用。Understanding the day in the life of your users will help you to prioritize your business outcomes, design adoption goals appropriate for your deployment and sustain usage over time.

支持者Champions

确定可以成为你的协作支持者的个人将为你的实施准备扩充支持团队。Identifying the individuals who can become your collaboration champions provides you with an extended support team for your implementation. 创建一个社区,提早为他们提供见解,他们为你的计划提供反馈。Create a community by providing them early insight and feedback to your plans. 你在此社区中所做的任何投入,无论是时间、精力还是奖励,都将以他们的支持和热情回报到你的实施中。Any investment you make in this community whether it be time, attention or rewards will be returned to your implementation through their support and evangelism.

支持者可以采取的操作图表。

要了解如何制定支持者计划,请获取制定支持者计划To learn about building a champion program, get Build a champion program.

确定并选择你的业务方案Identify and select your business scenarios

确定了你的关键利益干系人和用户细分后,确定你的业务方案要简单得多。Once you have identified your key stakeholders and user segments, identifying your business scenarios will be that much easier. 下面是一些业务成果示例:Here are a few examples of business outcomes:

  • 简化销售流程Simplify the sales process

  • 加快客户问题解决速度Speed resolution for customer issues

  • 提高员工投入度Increase employee engagement

  • 缩短产品开发周期Shorten product development cycles

你的销售人员是否在协调实现卓越体验方面有困难?Are your sales people having trouble coordinating to provide a great experience? 你是否需要在交付产品或服务方面改进协作?Do you need to have better coordination in delivering your product or service? 你自己的员工的人力资源 (HR) 相关体验是什么情况?What about human resources (HR) related experiences for your own employees? 每个组织都将找到自己的优先级。Each organization will find their own priorities. 我们建议在初始试点中选择不超过三个优先级并将这些特定组织的用户和业务专业人士包括在内。We recommend selecting no more than three to address in your initial pilots and including users and business professionals from those specific organizations.

此外,要清楚了解这些方案中涉及的用户。It's also wise to consider the users who are embedded in these scenarios. 他们是否愿意接受变更?Are they open to change? 他们是移动用户,还是在你的组织中的固定位置工作?Are they mobile users or within your facility? 他们与执行发起人和将为其提供支持的支持者的中心有多近,他们是否有你可以用来推行此变更的任何现有社区和沟通方法?How close are they to the hub of the executive sponsors and champions that will support them and do they have any existing community and communications methods you can use to evangelize this change?

当针对人员变更管理要求只需投入很少精力或无需投入精力时,面临的挑战就是技术项目。Technology projects become challenged when little or no attention is paid to the human change management requirements. 按照这些建议来做,你成功的机会将大大增加!By following these recommendations, you will enhance your chances for success!

设计、启动和管理你的采用推行活动Design, launch, and manage your adoption campaign

对于初始试点和最终公司范围内的部署,内部沟通都应该是一个优先事项。For both your initial pilots and your eventual company-wide roll out, your internal communications should be a priority. 其中包括:They include:

  • 内部认知材料,例如,海报、数字标志牌和活动。Internal awareness materials such as posters, digital signage and events.

  • 将自助和培训信息集中在一个位置。Incorporate self-help and training information in a single location.

对于试点阶段,要获得成功,至少需要完成以下步骤:For your pilot phases these are the minimum steps for success:

  • 与你的项目利益干系人定期召开安排的会议以更新进展。Have a regular scheduled meeting with your project stakeholders for updates.

  • 选择用于收集来自参与试点的人员的信息的反馈方法。Pick a feedback method to gather information from people participating in the pilot. 小型组织可以使用 Teams 中的公用频道来允许用户加入并提供反馈。Smaller organizations can use a public channel within Teams to allow users to join and provide feedback. 在大型组织中,考虑启动 Yammer 社区以提供产品支持。In larger organizations, consider launching a Yammer community to provide product support.

  • 提供自助文档,包括产品视频。Make self-help documentation available, including product videos.

  • 与试点用户召开启动会议,激发他们的参与热情。Hold a kick-off meeting with the pilot users to get them excited about their participation. 形成充满热情的社区氛围这一点不可低估。Creating a sense of community with enthusiasm can't be underrated.

完成了初始试点阶段后,可以扩展上述步骤以应用于整个组织。Once you have worked through the initial pilot phases, the steps above can be expanded to reach your entire organization. 根据规模大小,这可能需要一些时间,且可能分阶段按区域、用户分布或组织来实施。Depending on your size this may take time and be approached in phases by region, user profile or organization. 在此大型规模的部署中,利用贵组织中沟通人员的专业才能相当有用。Within this larger scale roll out leveraging the professional talent of the communicators in your organization is extremely helpful. 我们建议提早让这些个人参与进来,通常在你利用可用的采用材料或设计你自己的采用材料时。We recommend these individuals be involved early and often as you utilize the available adoption materials or design your own.

如果贵公司有一个中央 Intranet 门户用于提供新闻、信息或支持,你可以将其用作提供有关此部署的信息的中心。通过提供普及的自助信息、培训和书面指导,用户将能够快速上手使用产品。If your company has a central intranet portal for news, information or support you can utilize this as a hub for information on this roll out. Providing widely available self-help information, training and written guidance will enable users to quickly onboard to the product. 一旦它可用,就会有许多用户加入进来,我们对此予以鼓励。Many users will simply jump in once it becomes available and we encourage this. 我们还了解每个人的学习方式都不同 - 因此提供一个中央信息门户将在贵组织中支持所有学习方式。We also know that each individual learns in different ways – so having a central information portal will support all styles of learning within your organization.

与任何沟通和采用推行活动一样,你将提前确定你的成功度量标准。As with any communications & adoption campaign you will want to identify your success measures up front. 请考虑类似如下的度量标准:Consider measures like:

  • 产品中的活动用户数Active users in the product

  • 你的信息网页查看数Views of your information webpages

  • 你用户社区中的问题数Questions in your user community

  • 你的培训视频查看数Views of your training videos

  • 学习活动的出席人数Attendance at learning events

度量和分享成功Measure and share success

项目团队应包含你的组织的 IT 管理员。On your project team should be IT administrators from your organization. 这些人将有权访问 microsoft 365 或 Office 365 Microsoft 团队使用情况报表,这些报表内置于 Microsoft 365 管理中心体验中。These individuals will have access to the Microsoft 365 or Office 365 Microsoft Teams usage reports that are built into the Microsoft 365 admin center experience. 此信息可以显示 Microsoft Teams 在贵公司的使用情况。This information can show the usage of Microsoft Teams in your company. 我们还建议直接从用户获取关于 Teams 体验以及他们对使用的其他想法的反馈。We also recommend getting feedback directly from your users about their experience of Teams and additional ideas they have for use. 从自己公司内部共享这些实际示例对于在用户社区实现持续变更非常有价值。Sharing these real world examples from within your own company is extremely valuable to landing sustained change over time with your user community.

此处了解有关 microsoft 365 管理中心中的 microsoft 团队使用情况报表的详细信息Learn more about the Microsoft Teams usage reports in the Microsoft 365 admin center here

提示

使用公共团队或 Yammer 社区收集使用见解。Use your public team or Yammer community to gather usage insights. 使用 #TeamsStories 标记共享这些见解以便于检索。Share them using a #TeamsStories tag for easy retrieval. 在 Intranet 上每月共享 #TeamsStory 以重点介绍支持变更以提高工作效率和增强环境协作的员工。Share a #TeamsStory per month on your intranet to highlight employees who are embracing the change to increase productivity and collaboration in your environment.

持续采用Ongoing adoption

在组织中推动变更是一项持续性的活动,而不是一次性活动。Driving change in an organization is an ongoing activity, not an event. 启动会议只是鼓励用户更高效地协作的开端。Your kick-off meeting is only the beginning of empowering people to collaborate more effectively. 在此旅程中安排时间,以突出显示你的成功、引入新功能以及与你的 IT 部门将创建的整个 Microsoft 365 或 Office 365 服务策略进行连接,这一点非常重要。It's important to plan moments in this journey that highlight your successes, introduce new features, and connect with your overall Microsoft 365 or Office 365 service strategy - which your IT department will craft. 确保你的用户非常投入而不是不知所措,这将减少他们的变更疲劳,并支持他们放弃旧习惯(例如通过电子邮件发送附件),接受新做法(例如将文档存储在云中)。Ensuring that your users are engaged rather than overwhelmed will reduce their change fatigue and support them in letting go of old habits - such as emailing attachments - to embrace something new, such as storing documents in the cloud.

在 Microsoft 技术社区网站上的 "推动采纳社区" 中分享有关团队和 microsoft 365 或 Office 365 的服务采纳的问题。Share your questions about service adoption of Teams and Microsoft 365 or Office 365 in the Driving Adoption community on the Microsoft Technical Community site. 我们将在你的采用旅程中随时倾听你的意见并为你提供帮助。We always want to hear from you and help you in your adoption journey.