建立 Microsoft 團隊的變更管理策略Create a change management strategy for Microsoft Teams

最終使用者知曉及採用新技術的變更管理戰略,對於在組織中順利推出任何新技術是至關重要的。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. 成功完成這項工作將能確保使用者對新體驗的採納與滿意度。Successful completion of this effort will ensure user adoption and satisfaction of the new experience. 根據貴組織的規模,您可以變更以下所述的步驟,但請確保與干係人、擁護者、IT 管理員之間的持續溝通,且使用者是登入成功變更的關鍵。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.

針對團隊進行變更管理的最佳做法:Best practices for change management for Teams:

  1. 找出您的主要股東、擁護者和使用者設定檔Identify your key stakeholders, champions, and user profiles

  2. 找出 & 選取您的商務案例Identify & select your business scenarios

  3. 進行試驗,其中包含商務使用者、擁護人及 IT 專業人員。Conduct a pilot that includes business users, champions, and IT professionals.

  4. 設計、啟動及管理您的採納活動。Design, launch and manage your adoption campaign. 下載我們的 客戶成功套件 做為起點。Download our Customer Success Kit as a starting point. 良好的採納活動包括:A good adoption campaign includes:

    a.a. 內部認識素材,例如海報、數位告示和事件Internal awareness materials such as posters, digital signage, and events

    b.b. 在單一位置的自助與訓練資訊Self-help and training information in a single location

    c-clip.c. 已定義的意見反應機制A defined feedback mechanism

    希望.d. 預先定義的成功措施 (方案採納、主要資料的視圖、課程) 出席Pre-defined success measures (solution adoption, views of key materials, attendance at courses)

  5. 在您的服務部署之外建立擁護者計畫Build a champion program alongside your service deployment

  6. 提供標準的意見反應方法Provide a standard feedback method

  7. 測量 & 分享成功Measure & share success

  8. 根據意見反應調整您的訊息與方法,重複執行。Adjust your messaging and methods based on feedback, repeat.

找出重要的股東、擁護者和使用者設定檔Identify key stakeholders, champions, and user profiles

成功採用的第一項規則就是建立一個由主要干係人組成的動態小組,以及能在其他人推動及影響變更的適當人員。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. 成功採用的戰略是從一小組的人員開始,代表您組織的一個區段。A successful adoption strategy starts with a team of committed individuals representing a cross-section of your organization. 主要專案關係人角色包括主管主管、服務擁有者、IT 專業人員和擁護者。Key stakeholder roles include an Executive Sponsor, Service Owners, IT professionals, and Champions.

圖示Icon 說明Description
主管贊助商圖示。 管理層主管 是組織內的主要領導人,且其參與在推動員工採納中是必不可少的。Executive Sponsors are key leaders within the organization and their participation is essential in driving employee adoption. 他們對公司文化有最大的影響,而且可以積極地傳達新技術與益處的價值與好處。They have the greatest influence on company culture and can actively communicate the value and benefits of a new technology and way.
[服務擁有者] 圖示。 服務擁有 者負責確保使用者使用該服務,並取得它的價值。Service Owners are responsible for ensuring people use the service and get value from it. 設定貴組織內的服務擁有者,對於確保已實現 Microsoft 365 或 Office 365 的商業目標,是非常重要的。Setting Service Owners within your organization is important to ensure the business goals set for Microsoft 365 or Office 365 are realized.
擁護圖示。 若要從組織中的每位使用者購買,都是一個挑戰。Gaining buy-in from every user across an organization is a challenge. 擁護 程式可協助減輕這項挑戰,並在採用 Microsoft 365 或 Office 365 時扮演重要角色。Champions can help alleviate this challenge and play an important role in the adoption of Microsoft 365 or Office 365. 他們非常熟悉,致力於促進其專業知識,且願意提供對等指導及協助。They are knowledgeable, committed to furthering their expertise and are willing to provide peer coaching and assistance. 它們可協助將 Microsoft 365 或 Office 365 翻譯成其部門或團隊的現實。They help translate Microsoft 365 or Office 365 into the reality of their department or team.

我們建議定期召開這些專案關係人的會議,讓他們保持對程式進度的最新狀態。We recommend a regular meeting of these stakeholders to keep them up to date on the progress of your program. 啟動「共同作業委員會」可讓意見反應和討論成為有用的工具(視您的公司文化環境而定)。Initiating a "collaboration council" to allow for feedback and discussion can be a useful tool depending on your corporate culture.

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那些可能是最大障礙的人,都可以成為您在此類型部署中的最佳 allies。Those people who may be the biggest obstacles to change can become your best allies in a deployment of this kind. 我們鼓勵您儘早與這些成員進行合作,並經常聽取他們的擔心與問題。We encourage you to engage with these members of your organization early and often to hear their concerns and issues. 通常,他們有有價值的意見反應,讓您的行銷活動更順利完成。Often, they have valuable feedback that will make your campaign more successful.

使用者設定檔User profiles

瞭解您環境中的使用者類型是同等重要的。It is equally important to understand the types of users in your environment. 您是否擁有主要行動裝置的使用者?Do you have users who are primarily mobile? 有些人常參與會議或提供簡報嗎?Some who are in constant meetings or giving presentations? 您知道哪些使用者最難以使用您現有的共同作業解決方案嗎?Do you know which of your users have the most difficulty with your existing collaboration solutions? 分割您的使用者群組可協助您找出最常開啟的群組來進行變更。Segmenting your user community can help you find groups that are most open to change. 它們通常是您的早期商務示範及其意見反應的最佳目標,相當重要。They are often the best targets for your early business pilots and their feedback is extremely valuable.

瞭解使用者生命週期中的每一天將協助您設定業務結果的優先順序,設計適合您部署的採用目標,並在一段時間內維持使用量。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.

風雲人物Champions

您可以找出可成為您共同作業擁護者的人員,為您提供更延伸的支援小組以進行您的部署。Identifying the individuals who can become your collaboration champions provides you with an extended support team for your implementation. 透過針對您的方案提供初期洞察力與意見反應來建立社區。Create a community by providing them early insight and feedback to your plans. 您在這個社區中所做的任何投資,無論是時間、注意或回報,都將透過客戶支援和 evangelism 傳回您的實施。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.

可供擁護程式執行的動作圖表。

若要瞭解如何建立擁護者程式,請取得「 建立擁護者計畫To learn about building a champion program, get Build a champion program.

找出並選取您的商務案例Identify and select your business scenarios

一旦您發現重要的專案關係人與使用者區段,就能更輕鬆地識別您的商務案例。Once you have identified your key stakeholders and user segments, identifying your business scenarios will be that much easier. 以下是一些商業結果的範例:Here are a few examples of business outcomes:

  • 簡化銷售流程圖Simplify the sales process

  • 客戶問題的速度解析度Speed resolution for customer issues

  • 增加員工參與情況Increase employee engagement

  • 縮短產品開發週期Shorten product development cycles

您的銷售人員是否有問題需要協調才能提供絕佳的體驗?Are your sales people having trouble coordinating to provide a great experience? 您是否需要在交付產品或服務方面有較好的合作?Do you need to have better coordination in delivering your product or service? 人力資源 (人力資源) 與您自己員工的相關經驗有關的資訊?What about human resources (HR) related experiences for your own employees? 每個組織都會找出自己的優先順序。Each organization will find their own priorities. 我們建議您在初始試點中選取不超過三個位址,包括來自這些特定組織的使用者和商業專業人員。We recommend selecting no more than three to address in your initial pilots and including users and business professionals from those specific organizations.

您也可以考慮在這些案例中內嵌的使用者。It's also wise to consider the users who are embedded in these scenarios. 他們是否已開啟以進行變更?Are they open to change? 他們是行動裝置使用者還是在您的設施內?Are they mobile users or within your facility? 他們對支援人員和擁護者的中樞,以及是否有任何您可以用來 evangelize 此變更的現有社區與通訊方法?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?

在行動變更管理需求很少或不需要的情況下,技術專案就會成為挑戰。Technology projects become challenged when little or no attention is paid to the human change management requirements. 透過遵循這些建議,您將能加強成功的機率!By following these recommendations, you will enhance your chances for success!

設計、啟動及管理您的採納活動Design, launch, and manage your adoption campaign

針對您的初始試驗和您的整個公司全期間推出,您的內部溝通必須是優先順序。For both your initial pilots and your eventual company-wide roll out, your internal communications should be a priority. 包括:They include:

  • 內部認識素材,例如海報、數位告示及事件。Internal awareness materials such as posters, digital signage and events.

  • 將自助與訓練資訊納入單一位置。Incorporate self-help and training information in a single location.

針對您的試用階段,這些是成功的最低步驟:For your pilot phases these are the minimum steps for success:

  • 與您的專案股東進行定期排程的會議以進行更新。Have a regular scheduled meeting with your project stakeholders for updates.

  • 挑選意見反應方法,收集參與試驗之人員的資訊。Pick a feedback method to gather information from people participating in the pilot. 較小的組織可以在小組中使用公用頻道,以允許使用者加入並提供意見反應。Smaller organizations can use a public channel within Teams to allow users to join and provide feedback. 在大型組織中,請考慮啟動 Yammer 社區來提供產品支援。In larger organizations, consider launching a Yammer community to provide product support.

  • 提供自助說明文件,包括產品影片。Make self-help documentation available, including product videos.

  • 使用試驗使用者來舉行開始會議,讓他們對他們的參與感到滿意。Hold a kick-off meeting with the pilot users to get them excited about their participation. 建立具有熱忱的群組感覺無法 underrated。Creating a sense of community with enthusiasm can't be underrated.

完成初始試驗階段之後,就可以展開上述步驟,以吸引整個組織。Once you have worked through the initial pilot phases, the steps above can be expanded to reach your entire organization. 根據您的大小而定,這可能需要一些時間,並會依地區、使用者設定檔或組織的階段來接近。Depending on your size this may take time and be approached in phases by region, user profile or organization. 在這個較大的規模中,您的組織中 communicators 的專業人才非常有用。Within this larger scale roll out leveraging the professional talent of the communicators in your organization is extremely helpful. 我們建議將這些人放在早期,而且在您利用 可用的採納資料 或設計自己的情況下,通常都會涉及這些人員。We recommend these individuals be involved early and often as you utilize the available adoption materials or design your own.

如果您的公司有適用于新聞、資訊或支援的中央內部網路入口網站,您可以使用此程式作為中樞,以取得此推出的資訊。提供廣泛提供的自助資訊、訓練及書面指南,讓使用者能夠快速地在產品上進行板載的連線。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. 許多使用者只要能使用,就會立即跳到,我們會鼓勵您這麼做。Many users will simply jump in once it becomes available and we encourage this. 我們也知道每個人都以不同的方式來學習,因此,集中式資訊入口網站將能支援貴組織內的所有學習樣式。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.

就 & 採納活動而言,您會想提前找出您的成功措施。As with any communications & adoption campaign you will want to identify your success measures up front. 考慮如下所示的量值:Consider measures like:

  • 產品中的作用中使用者Active users in the product

  • 您的資訊網頁視圖Views of your information webpages

  • 使用者群組中的問題Questions in your user community

  • 訓練影片的視圖Views of your training videos

  • 參與學習活動Attendance at learning events

衡量及分享成功Measure and share success

您的專案小組必須是貴組織的 IT 系統管理員。On your project team should be IT administrators from your organization. 這些人會有權存取 microsoft 365 或 Office 365 Microsoft 團隊使用方式報告,這些報告已內置於 Microsoft 365 系統管理中心體驗中。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. 這項資訊可以顯示貴公司中 Microsoft 團隊的使用方式。This information can show the usage of Microsoft Teams in your company. 我們也建議您直接取得使用者的意見反應,瞭解他們的團隊經驗,以及他們所要使用的其他想法。We also recommend getting feedback directly from your users about their experience of Teams and additional ideas they have for use. 在您自己的公司中共用這些真實世界的範例,對於您的使用者群組而言,會隨著時間的推移持續變更,極具價值。Sharing these real world examples from within your own company is extremely valuable to landing sustained change over time with your user community.

深入瞭解 Microsoft 365 系統管理中心的 Microsoft 團隊使用量報告hereLearn more about the Microsoft Teams usage reports in the Microsoft 365 admin center here

提示

使用您的公開小組或 Yammer 社區收集使用方式深入資訊。Use your public team or Yammer community to gather usage insights. 使用 #TeamsStories 標記來共用,以輕鬆檢索。Share them using a #TeamsStories tag for easy retrieval. 在內部網路上共用每個月的 #TeamsStory,以醒目提示正在進行變更的員工,以在您的環境中提高生產力和共同作業。Share a #TeamsStory per month on your intranet to highlight employees who are embracing the change to increase productivity and collaboration in your environment.

現行採納Ongoing adoption

組織中的變更會成為進行中的活動,不是事件。Driving change in an organization is an ongoing activity, not an event. 您的開始會議只是讓人員能夠更有效率地共同作業。Your kick-off meeting is only the beginning of empowering people to collaborate more effectively. 在這個旅程中規劃時刻,我們必須重點說明您的成功、引入新功能,並與您的 IT 部門將製作的整個 Microsoft 365 或 Office 365 服務戰略進行連接。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. 確保您的使用者都在進行中,而不是淹沒會減少其變更 fatigue,並支援讓他們掌握一些新的習慣(例如,電子郵件附件)來接納其他東西(例如在雲端儲存檔)。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 技術社區網站上的 [促進採用] 群組 中,分享您的小組與 Microsoft 365 或 Office 365 的服務採納問題。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. 我們隨時都想要聽到您的聲音,並協助您瞭解您的採納歷程。We always want to hear from you and help you in your adoption journey.