Darrell as a Service published a great article recently about upcoming changes to the Office 365 ‘save’ dialog box. Starting in February 2019, Microsoft will roll out updates to the default save function for all Windows and Mac Office 365 users. When users press CTRL+S or click Save, the simplified ‘save’ dialog box will display. Files will be saved to OneDrive by default, but users will be able to change the save location via the More save options link. While we still have many questions about how this new ‘save’ dialog box will work, we know that this functionality change will impact our end-users significantly.
How many of our end-users will adapt quickly and easily to this ‘save’ dialog box change? And how can we ease this transition? Without an effective strategy for communicating changes like this one, we could be facing significant user confusion and a tidal wave of calls to the internal help desk.
Image source: support.office.com
Building a flexible communications model
Most organizations can’t afford to create a formal communications plan for individual Office 365 feature changes (particularly given the volume of changes rolling out monthly). So how do we efficiently and effectively share Office 365 changes with our users?
We build a flexible communications model that guides us through the process of sharing Office 365 product updates. This model should provide a variety of conduits for communication, along with guidelines on when/why each should be used.
Your communications model should reflect the culture of your organization and the learning style(s) of your end-users. As I discussed in my post Change by color: The secret of green dots, yellow dots and red dots, some end-users will easily adapt to change. They’ll either roll with the changes when they come across them or be content with a quick explanation posted on a SharePoint Communications site or Yammer post. Other users require formal change communications. These are the users we need to build a flexible communications model for.
So how do you build this flexible model for sharing Office 365 updates? To start, I recommend building a list of the communication mediums you have at your disposal. Examples include:
- Internal user group meeting announcements/demos
- Yammer announcements
- Microsoft Stream videos
- News articles on a SharePoint Communications site
- Tips & tricks rotator/carousel on your internal Office 365 learning center
- Subscription-based email distribution groups (e.g. have end-users subscribe to an email distribution list to receive feature change communications)
- Department or company-wide email broadcasts
- News bulletins/announcements on your company intranet or help desk site
Once you know how you can communicate changes, you can build criteria for when to use each. You may decide, for example, to use an internal Office 365 Yammer group to share quick product updates. To help users differentiate these Yammer posts, you’ll use a consistent set of hashtags for product announcements:
- #WhatsNew – denotes a new feature or capability
- #mobile – denotes when an announcement is mobile-related
- #OneDrive – denotes a OneDrive Yammer post
- #Flow – denotes a Microsoft Flow Yammer post
The key is predictability. Users that want to learn about Office 365 changes on a proactive basis should have an easy time figuring out where to go to learn more. And your help desk agents should know where to go to review recent Office 365 changes so they can validate if a recent change is causing user confusion.
Your communications model must also flex and change over time. Be open to suggestions for improvement. And keep an eye out for trending information from your help desk. If you’re seeing large spikes in Office 365 user issues after changes are released, it could mean your communications model isn’t marketed well enough or isn’t hitting the right target audience. Focusing on a continuous improvement model will enable you to hone your approach and find the right strategy for communicating changes to your users.