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Microsoft Lync 2010 adoption and training kit

Rollout and adoption process for Lync 2010

This section provides guidance and resources for IT pros, project managers, help desk agents, and trainers, including the following:

A workbook that offers step-by-step guidance for each phase of the rollout and adoption process
Resources, such as rollout and adoption primers, email templates, and templates for a custom intranet site to help organizations successfully roll out Microsoft Lync 2010
Tools for evaluating and selecting audio devices
Guidance about setting success metrics and measuring usage, adoption, and reliability by using Monitoring Server reports

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IT Pro or Project Manager

The IT pro and project manager roles will differ from one organization to another. In some organizations, the role will be filled by one person. In other organizations, the IT pro and the project manager roles will be filled by different individuals. Regardless of how the roles are filled, the tasks are essentially the same.

What to do next?

Download the IT Pro/Project Manager workbook

To make it easy for IT pros and project managers to roll out Lync 2010, we've provided the Rollout and Adoption Workbook, which you should download as a starting point.

Read the process phase primers for IT Pros and Project Managers

Planning

Pilot

Awareness

Rollout and training

Follow-up and support

Planning Phase Primer

Managing change involves careful planning -- eliminating unknowns, foreseeing the unforeseeable, and figuring out who and what you need before you actually need it. In the planning phase, you consider both technology and organizational issues, including evaluating and distributing devices, assembling a rollout and adoption team, and planning to train the end users in your organization.

Getting Started

This section summarizes the main tasks in the planning phase. For details, see the Planning tab of the Rollout and Adoption Workbook.

Assemble the Rollout and Adoption Team
Begin by choosing a project manager and IT pro; in many organizations these two roles are filled by the same person. Next, identify an executive sponsor who will provide top-down support and sign the awareness and rollout emails. Recruit people from help desk, training, and marketing who can commit the necessary amount of time to the project, especially now, during the planning phase. Finally, you'll need a web team to set up and manage your Lync intranet site. For details about these roles, see Assembling the Lync Rollout and Adoption Team.

Review the Workbook and Resources
The Lync Adoption and Training Kit contains numerous templates, checklists, and detailed guidance, all representing the collected wisdom of other organizations, including the IT department at Microsoft. Allow plenty of time to go through everything in the kit at the beginning of the planning phase so that you can determine what you can use as-is and what will need to be customized for your organization. For a complete list of the resources in the Lync Adoption and Training Kit, see Resources.

Define Essential User Tasks and Benefits
One of the key components of a successful rollout is to clearly define the four or five most important user scenarios for your organization and the benefits of using Lync to accomplish the tasks related to each scenario. After you've defined key scenarios and benefits, prepare a list of the top 20 user scenarios based on the Lync Server 2010 workloads you plan to deploy. Being clear at the beginning about what you want your users to accomplish greatly simplifies many other planning decisions. For details about this task, see Identifying Essential User Tasks.

Define Success and Reporting Metrics
The Lync Adoption and Training Kit provides a range of methods for measuring the success of each phase of your rollout, including feedback and survey forms, product-related games, and recommended Monitoring Server reports. We recommend using a combination of subjective, motivational, and objective measurement tools and setting specific targets for user adoption and satisfaction. For details about suggested metrics, see Microsoft IT Reporting Metrics.

Plan for Audio and Video Devices
One of the biggest behavior changes for users is learning to use new audio devices to make and receive calls. To evaluate, select, and distribute the appropriate audio devices, you must consider your budget and also the location, user profile, and preferences of your users. For details, see Choosing New Devices at the Lync Server TechNet library.

Create the Adoption and Training Plan
After you've completed the tasks on the Planning tab of the Rollout and Adoption Workbook, you're ready to create an adoption and training plan by revising and updating the tasks suggested in the workbook for each of the remaining phases. The reward for doing this now is that you'll be better able to anticipate potential blocking issues before they occur. You'll also be able to identify areas needing extra lead time, such as producing custom training or printing posters.

Best Practices

The following planning phase tasks are four of the eight most effective best practices for a successful Lync rollout. For details, see Top Eight Best Practices.

Secure explicit executive sponsorship. Organizations with executives who actively communicate the value and benefit of Lync are more likely to be successful with their rollout.
Create a dedicated rollout and adoption team. The presence of a dedicated team that's formed during the planning phase and lasts until the end of the adoption has been shown to be an important measure of the rollout's overall success. Make sure to include executives, such as the Chief Information Officer or Chief Technology Officer. These executives don't actually participate in the rollout, but their support is essential to the success of your project.
Develop clearly articulated goals, success criteria, and timeline. The Lync Adoption and Training Kit provides plenty of specific guidance about this complex success indicator, including the following:
Focus on enabling users for the essential tasks. To avoid overwhelming users, focus at first on a few of the most important user tasks--for example, program sharing with peer-to-peer voice--and then make sure that users understand the benefits of the features you're enabling. For details, see Identifying Essential User Tasks.
Choose success metrics that tell the whole story. Monitoring Server reports are an important part of your success metrics, but for demonstrating success to upper management, you'll want to include other measures, such as user satisfaction, help desk traffic, reliability, and adoption velocity. For details, see Microsoft IT Reporting Metrics.
Develop a plan and budget for devices. Devices can be a big part of the budget and a major factor in user satisfaction and help desk calls. Focusing on devices early can prevent problems before they happen and result in significant cost savings later on. For details, see Choosing New Devices at the Lync Server TechNet library.

Others have found the following related best practices useful during the planning phase:

Consider planning your rollout by server workload. If you rollout by Lync Server workload, you roll out instant messaging (IM) and presence first and then do a more carefully controlled rollout of conferencing followed by Enterprise Voice. For details, see Rolling out Lync by Server Workload.
Anticipate compatibility and interoperability issues. Begin by reviewing the relevant IT pro documentation: Lync 2010 Compatibility, Client Comparison Tables, and Client Interoperability at the Lync Server TechNet Library. Then, check the relevant end-user documentation--for example, Frequently Asked Questions--and customize as necessary.
Revisit the planning phase for each new group of users. After you finish rolling out Lync to several groups of users, you'll probably have a good idea of what needs to be changed or improved. Still, feedback from Microsoft customers is clear and consistent: It pays to formally revisit the planning phase before each new stage of the rollout.

Microsoft Case Study

Early in the planning phase, Microsoft IT assembled a complete rollout and adoption team that included a full-time project manager and representatives from training, IT, marketing, and help desk. Full-time managers were also appointed to design and guide the internal communications and training efforts.

The team then created a comprehensive rollout and adoption plan, complete with budget, hardware requirements, rollout groups, and a detailed timeline. One important detail that was taken care of early was determining audio device standards. USB phones were chosen as the primary device, with some IP phones available in special cases. Determining this early allowed the team plenty of time to fund and order what can be a fairly significant line item in the overall budget and can take a long time to arrive.

Other groups at Microsoft were asked to help the team develop a set of formal shared goals, including success metrics, adoption numbers, and a rollout sequence. Also included in the shared goals were specific targets for measures such as user satisfaction, frequency of help desk calls, and service reliability.

Next, the team identified key user scenarios and then developed tools designed to highlight the scenarios and collect structured feedback. For example, a Send Feedback button was placed at the bottom of the Lync main window, so users could send feedback to a website and add detailed comments.

Microsoft IT also decided to use an opt-in approach to recruit users for the pilot. Working with pilot participants who volunteered to test the new technology, rather than having it forced on them, greatly improved overall user satisfaction.

Finally, about two months before the actual rollout, the entire plan was presented to senior management for sign-off.

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Help Desk

As an integral member of the Lync 2010 rollout and adoption team, the help desk representative is responsible for managing all aspects of the Lync rollout support effort. The person filling this role is involved in tasks such as planning for potential support issues, creating a ticketing and tracking system for Lync, and making sure help desk personnel receive the appropriate training.

What to do next?

Click "Download the Help Desk checklist" to see a list of tasks that help desk representatives should complete during the Lync rollout and adoption phases. The Help Desk Checklist provides the help desk manager with a list of requirements that should be completed at various phases of the Lync rollout and deployment.

Download the Help Desk checklist

The Help Desk Checklist provides the help desk manager with a list of requirements that should be completed at various phases of the Lync rollout and deployment.

Read the Help Desk personnel training primer

Help Desk Primer

Training your help desk personnel to support Lync is critical to a successful rollout. However, it's equally important to plan for any potential support issues before the rollout. This primer provides guidance for implementing a support plan for Lync, links to resources for quickly training first-level (front-line) help desk agents, and a case study about how the help desk at Microsoft supported the rollout of Lync.

Getting Started

The following are a few quick steps for getting started.

Secure Help Desk Representation on the Lync Rollout and Adoption Team
The help desk representative on the Lync rollout and adoption team manages all aspects of the Lync rollout support effort. Responsibilities include planning, support staff training, and the creation of new resources and procedures, as appropriate. The help desk representative also provides the team with whatever data is required as part of your measurement and reporting plan. For details, see Assembling the Lync Rollout and Adoption Team.

Develop the Help Desk Training Plan
The IT department, training team, and support team, including help desk, should work together to develop a help desk training plan. Typically, the training plan includes the same resources that are used to train end users and additional training resources about processes for coding service requests, troubleshooting issues, and escalating service requests. For details, see Training resources and Troubleshooting Clients.

Identify Required Changes to Intranet Resources and Internal Processes
With the introduction of new products and product versions, updated content will be required on the Help and training intranet site. In addition, new taxonomies should be developed for coding service requests. Also, a new forum entry might be needed for new products or product versions so that the support team has a place for discussing issues and resolutions. Common issues are provided as a resource (see Troubleshooting Clients at the Lync Server TechNet Library), but you can supplement this information with issues identified during the pilot or rollout.

Schedule and Conduct Help Desk Training
The level and amount of help desk training will vary depending on the milestone, the technologies being rolled out, and the allocated budget. For details, see Training resources and Troubleshooting Clients.

Best Practices

Others have found the following best practices useful:

Use the pilot rollout phase to collect issues early and prepare for them. After issues are identified, develop mitigations and policies and add them to your Lync intranet site as frequently asked questions (FAQ). The FAQ might include information about 32-bit and 64-bit installations; supported platforms, such as Windows and the Mac operating systems; supported devices, such as mobile phones; and device selection, installation, and audio troubleshooting. Also, for issues such as scheduling large meetings and changing pictures, ensure that policies are clearly communicated in advance of the rollout. Have a launch event to communicate issues, policies, and locations for getting more information about known issues. A solid awareness plan and clearly communicated policies about known issues can save time, money, and ensure higher user satisfaction during the rollout. For details, see the Lync Pilot Success Kit and the Lync FAQ. Also see Troubleshooting Clients at the Lync Server TechNet Library.
Train first-level help desk agents on known issues and procedures. It's a good idea to train your help desk before major milestones, including the pilot. Help desk agents often are the first to learn about end user issues that can arise during the rollout and training phase. Ensure that your help desk is trained in or has access to resolution information. For details, see the Pilot Phase Primer (in the previous IT Pro or Project Manager section, expand the link labeled Read the process phase primers..., and then click Pilot) and the Lync FAQ. Also see Troubleshooting Clients at the Lync Server TechNet Library.
Clearly define and implement the help desk processes. With the introduction of new products and product versions, updated content will be required on the Help and training intranet site. In addition to new taxonomies for coding service requests and a new forum entry that provides a place for discussing support issues and resolutions, processes for escalating issues for first-level, second-level, and third-level help desk agents should be documented. The levels are loosely defined as follows:
First-level agents are tasked with quickly solving a problem. If the issue can't be solved in less than five minutes or requires deeper investigation, the agent escalates the issue to a second-level agent.
Second-level agents are typically technical help desk engineers who can use Monitoring Server Reports, Lync user logs, or both to troubleshoot issues such as dropped calls or connection failures.
Third-level agents are typically system administrators or IT pros with deep technical knowledge. Third-level agents deal with issues between systems, such as load balancing, Edge Server configuration, and network outages.
Include help desk incidents and trends in your success metrics. The volume of support incidents during a specific period provides a good indicator of the overall health of Lync. In general, success can be declared during a large-scale rollout if the number of support incidents remains flat. The volume of Lync help desk incidents and the overall trend of incidents over time should be included with the user satisfaction, usage and adoption, and system reliability reports presented to executives.

Microsoft Case Study

As part of the rollout of Lync, Microsoft provided early releases of the product to users. These pilots releases were rolled out to select groups, included the Microsoft IT department, members of the Lync support team, early adopters, and the Lync product group. Issues were captured during the pilot and rolled into a FAQ, which was published to the Lync intranet site on the Microsoft IT website. In addition, common help desk incidents were captured and published in a troubleshooting topic, and the Lync Street Team trained the Microsoft support team several weeks prior to the rollout of Lync.

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Trainer

Making sure that a training manager is dedicated to the Lync 2010 rollout and adoption project is essential. This person develops customized training for the various user groups throughout each phase of the project and ensures that the training resources are delivered at the appropriate times.

What to do next?

Download the Traner checklist to see a list of tasks that training managers should complete during the Lync rollout and adoption phases.

In the Trainer Checklist, you'll find a list of tasks and links to related supporting documents, samples, and templates for the training manager.

Download the Trainer checklist

The Trainer Checklist provides training managers with a list of tasks that should be completed at various phases during your Lync rollout and deployment.

Read the Training Managers and Leads training primer

Training Primer

"What works?" is a common question that corporate trainers and IT pros ask about how to be cost-effective and drive high usage and adoption of Lync. Organizations want high user satisfaction, no increase in help desk calls during rollout, and high usage and adoption rates, but typically they don't want employees interrupted from their work to take hours of training. So, what works? In this primer, we synthesize experiences of successful Lync rollouts, including the internal rollout at Microsoft, to provide you with quick steps for getting started, best practices for driving usage and adoption, and a glimpse into Microsoft IT's internal rollout of Lync.

Getting Started

This section summarizes initial steps for training managers and training leads who are supporting the rollout of Lync in their organization. Another valuable resource is the Trainer Checklist, which provides a quick look at steps, a timeline, and supporting resources.

Join the Lync 2010 Rollout and Adoption Team

The Lync rollout and adoption team should include a training representative who is responsible for developing a training and adoption plan. For details, see Assembling the Lync Rollout and Adoption Team and the Rollout and Adoption Workbook.

Create a Training and Adoption Plan

Representatives from the IT department, training team, and help desk should work together to develop a Lync training and adoption plan. The training plan should take into account the technologies being rolled out, the core tasks that users need to learn, and the budget available for training. The training plan should also define usage and adoption success metrics and a plan for measuring success. To get started, review the Lync Adoption and Training Kit for training strategies that address different user profiles, Lync Server workloads and Lync products and also for resources that you can customize for your rollout, based on your adoption goals. For details, see the Lync User Education and Training Package.

Create a Lync 2010 Intranet Site

Most companies that successfully deploy Lync create an intranet site for hosting training and adoption resources. The Lync intranet site typically includes frequently asked questions (FAQ), links for contacting support, getting-started information, and links to Help and training resources, such as videos and how-to information. For help building your site, see the Lync Custom Intranet Site, which can be easily modified and deployed as your own intranet site, and the Lync How-to tool that you can easily customize and use to provide quick information for users. For details, see the Lync Custom Intranet Site and Lync How-to.

Schedule and Conduct Training for the Lync 2010 Pilot

Your Lync pilot program provides a perfect opportunity to test the content and strategies in your Lync training plan. Typically the pilot is conducted with early adopters, the IT team, and the support team, including help desk. The pilot is also a good time to train other trainers on Lync technologies and training strategies. When conducting the pilot, be sure to collect feedback, and measure the results of the training. For more details about the pilot phase, see the Pilot Phase Primer (in the previous IT Pro or Project Manager section, expand the link labeled Read the process phase primers..., and then click Pilot).

Schedule and Conduct Training for the Deployment and Rollout of Lync 2010

Using the information gathered from the pilot, update the training and adoption resources, develop a FAQ, and use the learnings from the pilot to create a Getting Started package that covers essential information, such as how to set up audio devices, change a picture, or schedule large online meetings. The training and adoption resources should anticipate users' needs during rollout to help ensure that help desk calls don't increase. For more details, see the Rollout and Training Phase Primer (in the previous IT Pro or Project Manager section, expand the link labeled Read the process phase primers..., and then click Rollout and Training).

Measure Training Effectiveness

The training and adoption plan should include training goals and a plan for measuring the effectiveness of the training and adoption program. Success metrics for the Lync rollout and adoption are often reported to executives as a combination of quantitative usage and quality metrics collected from Monitoring Server, help desk ticket trends, and user satisfaction. For details about suggested metrics, see Microsoft IT Reporting Metrics.

Best Practices

Others have found the following best practices useful during Lync rollout and adoption, all of which fit into the eight most effective best practices for a successful Lync rollout. For details, see Top Eight Best Practices.

Have a dedicated rollout and adoption team. A training manager or training lead should participate on the rollout and adoption team. Training plans should be coordinated with the Lync rollout and deployment plans.
Have clear goals and measures.The rollout and adoption team, including the training representative, should develop a shared set of success metrics and agree on the method for measuring and reporting the metrics.
Provide Help and training for devices. Making sure that users get audio devices that meet their needs and know how to set up and use them with Lync is critical to a successful rollout. In some cases, trainers may want to customize or create their own Quick Reference cards or training resources for specific devices.

Microsoft Case Study

Microsoft IT recognized a 60 point increase in user satisfaction (from the Microsoft Office Communications Server 2007 R2 rollout) during its initial internal rollout of Lync. Several factors contributed to this increase in satisfaction. During the pilot phase, users were exposed to scenario spotlights through an email campaign. The emails were signed by a sponsoring executive, indicating executive support for the project. During the pilot, users were also invited to use the Scenario Voting Tool, an internal tool that guided users through core scenarios and allowed them to provide feedback about the product. In addition, Microsoft IT created a Lync intranet site. The site hosted signup information for the pilot, a FAQ, links to support, and extensive Help and training resources that were modified, in some cases, to reflect business policies specific to Microsoft. A dedicated training and adoption team, known as the Street Team, worked closely with the larger rollout and adoption team to create clear goals and metrics that were collectively reported in quarterly executive reports. In addition, the Street Team focused their training efforts on first providing general training on the Lync intranet site for all user profiles and then providing hands-on one-on-one training for administrative assistants and executives.

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Resources

Adoption and Training Resources

To download the entire package of resources for all rollout and adoption phases and roles, click Download.

Download All Resources

The following table compiles all of the resources that are referenced throughout the Lync 2010 Adoption and Training kit. These resources, which consist of guidance, examples, templates, and user education and training resources, are designed to help organizations successfully roll out Lync. To filter resources by rollout and adoption phase or by role, select one or more check boxes, and then click Filter.

The materials listed on this Adoption and Training Resource page are provided for your informational purposes. Microsoft makes no warranties, express or implied. You may copy, modify, distribute and display all materials listed below solely for your internal and non-commercial use, and only in support of Microsoft technologies. Such use is conditioned upon your compliance with Requirements for Allowed Uses under the Use of Microsoft Copyrighted Content policy.

Phases supported	Resource name	Description
Support	Troubleshooting Clients View	This resource is designed for first-level help desk agents who support end users of Lync Server clients. It provides both a script for opening a service call and identifying the issue the user is having and the information you need to resolve the issue. You can either download the troubleshooting topics or view them in the Microsoft TechNet Library.
Rollout	Lync How-To Download	This tool provides step-by-step instructions for common unified communications (UC) tasks. You can customize the tool to your organization's needs based on the UC features that you have installed.
Planning Pilot Rollout	Joining a Meeting When Lync 2010 Is Not Available Download	These Microsoft PowerPoint slides discuss options for joining Lync meetings when Lync 2010 is not available. Included are descriptions of Microsoft Lync 2010 Attendee, Microsoft Lync 2010 Web App, and dial-in conferencing, along with feature comparison tables.
Pilot	Factor 4 Index Survey Download	This comprehensive survey measures how your organization performs in the four dimensions of the "new world of work": inspiration, culture, organization, and technology. It can help you identify areas where your organization can improve by using Microsoft unified communications technologies.
Planning	Assembling the Rollout and Adoption Team Download	These guidelines describe how to identify the people and groups who should be represented on your Lync rollout and adoption team.
Planning Deployment	Rolling Out Lync by Workload Download	These guidelines describe why and how to roll out Lync in phases by Lync Server workload.
Planning	Rollout and Adoption Workbook for the IT Pro or Project Manager Download	This workbook provides a complete project plan with tasks and timelines for rolling out Lync. In most cases, supporting resources are provided for each task in the timeline.
Planning	Monitoring Server Reports Download	This document provides links to resources and videos that describe how to use Monitoring Server Reports to monitor system usage and troubleshoot call-related problems.
Planning Support	Microsoft IT Reporting Metrics Download	This guide explains some of the metrics Microsoft IT used in the areas of instant messaging (IM) and presence, audio conferencing, and Enterprise Voice to measure the success of the rollout.
Pilot Planning	Lync Pilot Testing Plan Download	This detailed list of test cases will help you clearly define the Lync features that you want to test and provide you with a format for gathering pilot test results.
Pilot	Choosing Pilot Rollout Participants Download	These guidelines describe how to choose participants for your pilot program.
Pilot Planning Rollout Awareness	Using Lync Champions to Streamline Adoption Download	These guidelines describe how to recruit a group of enthusiastic early adopters who can help energize and streamline your rollout.
Deployment Rollout	Client Comparison Tables View	This article in the Microsoft TechNet Library compares the features and capabilities of Microsoft Lync Server 2010 clients.
Planning	Identifying Essential User Tasks Download	This template can help you to define key user scenarios for your organization based on the Lync Server workloads that you plan to deploy.
Planning	Top Eight Best Practices Download	This document, based on feedback from Microsoft IT and a number of Microsoft customers, lists the eight best practices that were identified as being particularly important to a successful Lync rollout.
Awareness	Lync Custom Intranet Site Download	These sample webpages are modeled after the internal Lync support site and can help you start to create a dedicated Lync intranet site for your organization. The sample pages include links to user education and training resources.
Pilot Rollout Awareness	Setup Checklist for End Users Download	Use this sample checklist to develop a custom set of tasks that users should perform when they first install or set up Lync Server clients and devices.
Pilot	Sample Forms Download	This download package contains two HTML templates that you can use to publish forms on your internal pilot site. It includes a "Signup for Lync 2010" form and a sample scenario feedback form.
Pilot Rollout Awareness	Email Templates Download	This package provides a series of email templates that you can use for rolling out a pilot of Lync in your organization.
Pilot Planning Support	Research Samples Download	This package contains interview guides and surveys that will help you gather feedback from your end users and technical staff about their experiences during the Lync rollout. You can use the questions at the start of the pilot to establish a baseline and again at the end of the pilot to gather feedback on the pilot rollout.
Rollout Awareness	Web Banners Download	These sample web banners can be used on your internal web sites or other awareness materials.
Rollout Awareness	Generating Awareness Download	These guidelines describe activities that help generate awareness about Lync and the Lync rollout.
Planning Rollout Support	Determining Net User Satisfaction Download	This set of resources describes how the Microsoft IT department evaluated users' acceptance of new technology by using a standardized measure called net user satisfaction, or NSAT.
Deployment	Lync Server Clients TechCenter View	The Lync Server Clients page on TechNet provides technical resources and end user content for Lync clients and devices.
Deployment	Planning for Clients and Devices in Lync Server 2010 View	This article in the Microsoft TechNet Library discusses how to plan for Lync Server clients and devices on your network.
Deployment	Supported Migration Paths and Coexistence Scenarios View	This article in the Microsoft TechNet Library discusses Lync Server migration from and coexistence with previous deployments of Office Communications Server.
Deployment	Overview of Client Policies and Settings View	This article in the Microsoft TechNet Library provides an overview of the client-related settings and policies that you can configure in Lync Server.
Deployment	Customizing Lync 2010 View	This article in the Microsoft TechNet Library describes how to use client policies and XML files to add custom features to Lync.
Deployment	Lync 2010 Integration View	This article in the Microsoft TechNet Library details how Lync integrates with various versions of Microsoft Office and Microsoft Exchange Server.
Deployment	Configure the Meeting Join Page View	This article in the Microsoft TechNet Library describes how to configure the meeting join page so that you can control the clients that are available for joining scheduled Lync Server meetings.
Deployment	Deploying Clients and Devices View	This article in the Microsoft TechNet Library outlines the procedures for deploying Microsoft Lync Server clients and devices.
Pilot Awareness	Awareness and Education Materials Web-To-Print Website View	This website allows you to order materials that will generate awareness and provide education. Among the available print materials are posters, stickers, and table tents.
Planning	Planning for Devices View	This series of articles in the Microsoft TechNet Library helps you choose Microsoft Lync Server 2010 devices for your users and provides comprehensive planning guidance for depoying devices in your organization.
Pilot	Microsoft Lync Pilot Success Kit Download	The Lync Pilot Success Kit is a collection of tools, documentation, and templates to help project teams plan, deploy, monitor, and evaluate the success of the Pilot Phase of a Lync rollout.
Planning	Live Meeting to Lync Wiki View	Provides a Five-Step Transition Plan for making the switch from Live Meeting to Lync
Rollout Awareness	Launch Presentation: Introducing Lync 2010 Download	These Microsoft PowerPoint slides and corresponding scripts can be used during your launch event to introduce Lync features and functionality.
Awareness	Etiquette Guides Download	These etiquette guides describe generally accepted best practices for instant messaging (IM) and online meetings.
Rollout	Quick Reference Cards Download	These customizable guides provide basic steps and guidance for using Lync and are great hand-outs for end users.
Rollout	Finding Familiar Features Download	This guide provides a side-by-side comparison of Lync and Communicator 2007 R2 to help those who are used to Communicator 2007 R2 perform familiar tasks in Lync.
Rollout Awareness Support	Frequently Asked Questions Download	This list answers common questions from end users about Lync.
Rollout	Trainer Checklist Download	The Trainer Checklist provides training managers with a list of tasks that should be completed at various phases during your Lync rollout and deployment.
Planning Rollout	Lync Training Download Package Download	The Lync Training Download Package contains all of the available training and user education resources for Lync. You can use the Lync Training Plan workbook included in the download package to choose the resources that work best for your users.
Planning Pilot Rollout	Self-Paced Training Videos Download	These training videos are Windows Media Video (.wmv) format versions of the videos presented in Lync 2010 self-paced training courses. They can be posted to a company's intranet site or incorporated into a company's training plans.
Planning Pilot Rollout	Self-Paced Training Courses View	These Microsoft Lync 2010 training courses on Office Online help your users learn about Lync at their own pace.
Pilot Awareness	Newsletter Samples Download	These samples provide examples of newsletters used during the Lync pilot at Microsoft. During your pilot, distribute regular email newsletters like these to highlight key scenarios and keep participants informed.
Support	Help Desk Checklist Download	This resource provides the help desk manager with a list of tasks--such as planning, support staff training, and the creation of new support procedures--that should be completed at various phases of the Lync rollout and deployment.
Planning	Find out more about Lync Online View	Provides a quick introduction to Lync Online
Planning	Lync Online Administration View	Provides resources for Lync Online Small Business or Enterprise Administrators. It also includes Quick Start Guides for Admins, and links to Online Help for End Users.
Planning	Lync Client Comparison Tables View	Provides a table that compares the features available with Lync Desktop and Lync Online, along with features supported for the Lync Mobile clients when run against Lync Server on-premises or in the cloud.
Planning Pilot Rollout	Lync Online Help View	Offers Online Help for Lync Online
Planning Pilot Rollout	Lync Online Training Download	Provides customizable .PPT Training decks for the core features of Lync Online.
Planning	Live Meeting to Lync Transition Guide View	Provides an online manual designed to help you plan and implement the transition from the Live Meeting Service to Lync Server, Lync Online or a combination of the two.