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Lync 2013 rollout and adoption success kit

 

Lync 2013 rollout project team role definitions

A key best practice for a successful Microsoft Lync rollout is to ensure the project team includes representatives from a variety of departments across the organization. This holistic approach not only helps ensure all resources are fully-optimized, but also engenders a collaborative and open environment which helps in gaining buy-in from all departments affected by the rollout.

The purpose of this document is to provide guidance in identifying the groups and individuals who should be considered for inclusion on the rollout project team.

Stakeholders and roles

When assembling the project team, consider the roles of stakeholders and how they will be able to assist in ensuring successful deployment and adoption.   

The table below represents the stakeholders in a typical Lync deployment.  In some organizations, a single person will cover multiple roles and be involved across multiple phases of the rollout.

StakeholderRole
Project ManagerThe project manager is the main point of contact for the project. They manage the project schedule, coordinate internal resources and delegate tasks to the IT department, marketing, training, operations, and support teams as appropriate. In many organizations, the project manager and IT department representative are the same person (see following section). The project manager is accountable for project oversight and all associated reporting.
IT Department RepresentativeThe IT department representative handles planning and executing the Microsoft Lync Server 2013 deployment and the client rollout. Responsibilities include infrastructure assessment and network capacity planning, as well as testing, packaging, and installing the Lync Server 2013 clients. In addition they will need to configure the internal network and appropriately configure Lync.
Executive SponsorThe executive sponsor leads by example and provides a top-down incentive that lends credibility and importance to your rollout effort. You can choose someone high up in the organization to be the sponsor for the entire rollout or ask individual senior managers or directors to sign the announcement emails when you roll out by department or group. The executive sponsor also attends the launch-day awareness events during the pilot and enterprise rollout phases of the rollout and participates in other launch activities as applicable.
Executive StakeholdersEven though they won't be participating directly, senior executives, such as the CIO, CTO, or other executives in the organization who oversee project status, approve budgets, and determine success metrics, should also be included in the rollout and adoption team as appropriate. Consider providing an in-person product demonstration to showcase the Lync 2013 value propositions. Present the overall rollout plan to the executive stakeholders during the project scope and proof of concept phases, then keep them informed on a regular basis while the rollout progresses.
Marketing / CommunicationsThe marketing and communications representatives are responsible for developing and managing all awareness resources including any campaign materials, customizing and sending out user emails, and running any contests or promotions associate with the awareness campaign. In addition they work with the web team to update and maintain a Lync-specific intranet site. Plan for at least one full-time person to handle all communication with users.
Help Desk RepresentativeThe Help Desk representative provides the first line of Lync end-user support and manages all aspects of the rollout support effort. Responsibilities include planning, training the support staff, and creating resources and procedures as appropriate. The Help Desk representative also provides the project team with all data that is required as part of the measurement and reporting plan.
Operations Manager

An Operations Manager will be needed to take overall responsibility for all of the Lync operations management activities. They ensure that all day-to-day operational activities are carried out in a timely and reliable way. Activities include:

  • Monitor performance behavior
  • Run the backups
  • Perform capacity planning
  • Add storage if needed
  • Develop plans to help with prompts from the Help Desk
Training Representative

A full-time training manager is essential, and a small, dedicated training team for handling one-on-one and special-purpose training is highly recommended. The training representative tasks include:

  • Create a training plan
  • Become familiar with the wide range of Lync training materials already available
  • Develop customized end-user training materials as appropriate
  • Deliver training to end users
Web TeamPlan for a web developer, site administrator, and content specialist to create, maintain, and update your Lync website. Many organizations, including the IT department at Microsoft, say that a full-featured intranet site is indispensable in generating high adoption rates and user satisfaction levels during their Lync rollouts.
Pilot User
(Pilot phase only)

The best choices for a pilot deployment are IT administrators and testers. However, also consider including representatives from the training team and help desk and enthusiastic early adopters. The two main considerations when choosing users are as follows:

  • Include people from a representative sampling of job descriptions and skill levels across the organization.
  • Exclude people who you know will require extra attention and help, such as people using the Lync manager and delegate scenario.