In the Webex adoption methodology we have business drivers, the five pillars of success (leadership; technical readiness; use cases; communications; champions), and the measurement components. When you are driving change in your organization - which one is your powerhouse MUST have to ensure success?
What resources do you use?
Don't be shy on details! Tell us the story of how you were successful.
I'll go first.
Use cases are the most critical part of the adoption methodology for me. When I start with the people that are actually using Webex and make it crystal clear how I can help them - I can drive success for THEM. If I can craft a really specific story for them and show how we can save them time, energy, how this fits into their current systems - they will want to use the solution. I like to start with who are the people, and what the heck are they trying to do? This might be reworded as "what is the job to be done?" From your people it might sounds like, "Ugh! Don't tell me everything, I just need to ".
My awesome use cases make sure my communications are specific, tell my folks exactly what they need to know (and nothing they don't) and will land with my audience. It makes me ensure my technical readiness will support any integrations that are required. It helps me build the business case, then I have a way to measure the results too! And of course - if I know the use case - I can find champions to help evangelize it.
Here's an example.
Job to be done:
I'm Molly. I hold a meeting three times a month with an international group of collaborators and I just need to make sure everyone's voice is included, and everyone can participate.
Cool. We got you.
Webex Meetings with Webex Assistant can help you do that!
My training, communications, and help guides will all support this specific use case. I don't just say "Webex will make your meetings more inclusive!" Show me - don't tell me. In a normal person's language.
I love the idea of fleshing out multiple use cases with a tactic we lovingly call "We feed you; you feedback". Hold a Webex session, have snacks delivered to your attendees (8 or less) and pick their brain on what their problems are. Use your favorite online visual collaboration platform for teamwork and a mountain of e-stickie notes to get that ideation flowing.
I basically just clearly present the benefits of what they are using currently by doing a comparison of features etc.
The main thing for me is for the Customers to clearly see what the new product brings to the table in terms of efficiency in processes and new feature sets to give them the edge over their competitors.
I have also have had luck with use cases.
When we opened a new building the strategy we took to get people to try out the use cases and receive some training was to gamify the experience. We made a passport for them get stamped as they moved around to a couple different rooms where we had staff showing quick 5 minute or less use case demonstrations. We had the rooms available for a couple days to allow people plenty of freedom to just quickly drop in whenever worked for them and even pop back in if they had follow up questions. We had snacks and drinks available to entice them in and of course those who completed the passports were entered into raffles to win larger prizes.
We had great participation from our associates and saw much better than expected metrics of our users adopting some of the "advanced" features of the rooms that we covered in our use cases. So we were very pleased and will be using this approach again in the future.
Communications and Technical Readiness are our key drivers for adoption. We have a website available with documentation personalized with our company logo and system settings. It includes a Quick Reference guide and short, topic specific videos for common questions and tasks. It also has links to online resources like the Cisco training portal, the Webex Help Center and other online references. Having this resource available for staff and keeping it updated helped with adoption since they were able to do self-service for most of their questions.
We also provided classes about every 2 weeks for the first couple of months where we covered the Webex Basics as well as new features that were added. During the class we demonstrated features and also had time for attendees to ask questions and practice using features.