What You Need to Know About Microsoft Skype for Business

First there was Skype, a well-liked app for instant messaging, video chat, and voice calls. Then Microsoft bought the company in 2011, continuing to offer it as a consumer product along with Lync as a business application. But last year Microsoft announced it would drop Lync in favor of Skype for Business, which would combine features of both Lync and Skype.
Today, many people are confused with what is actually available and how it works. After all, there are two Skype services (the free consumer version and the paid-for online or on-premises version). There are two client types available as well.
Let’s break them down:
Skype for Business Server 2015: This on-premises server provides IM, presence, peer-to-peer VoIP and video, conferencing, enterprise voice, and telephone-system (PSTN) connectivity.
Skype for Business Online: This service in Microsoft Cloud or Office 365 provides IM, presence, peer-to-peer VoIP and video, and conferencing. It does not provide enterprise voice or PSTN connectivity, but Microsoft says these features are in development.
Skype for Business: This client replaces the Lync client as part of the Office suite. It works with Skype for Business Server or Skype for Business Online. Clients are available for Windows and Windows Phone; clients for OS X, iOS, and Android are planned, but in the meantime you can use the current Lync clients on these platforms with Skype for Business as long as you enable client access in your global policy.
Skype: This client is available for consumer download, providing free service for personal use. Its features are similar to those of Skype for Business but usually are more limited in scope; for example, consumer Skype supports 25 people on a conference call versus 250 in Skype for Business. There are Skype clients for Windows, OS X, Linux, iOS, Android, BlackBerry, and Fire OS; they do not work with the Skype for Business servers.
Because Skype for Business Online doesn’t support enterprise voice and PSTN features, IT organizations moving their Exchange and SharePoint deployments to the cloud must continue to use a third-party telephony platform or the on-premises Skype for Business Server.
For now, Skype for Business Server offers several key advantages over its cloud version:
Skype Meeting Broadcast: This feature allows as many as 10,000 people in a meeting broadcast, such as for webinars.
PSTN Conferencing: This feature lets people dial into a call from a landline or mobile phone if they don’t want to (or cannot) join in through their PC, mobile device, or browser.
Cloud PBX with PSTN Calling: This feature lets people make traditional phone calls through their Skype for Business client without having a traditional on-premises PBX. You’re given blocks of numbers to choose from based on your region, and you can assign these numbers to your users. (Microsoft plans to eventually offer a configuration option where you can use existing on-premises phone lines.)
The good news is that all three of these on-premises-only features are now available for testing in preview editions of Skype for Business Online. Microsoft says they should be available in the production version of Skype for Business Online by year’s end.
You might criticize Microsoft for being late on delivering these core enterprise communications features in Skype for Business Online. But I’d prefer it do them right rather than rush the work. Initial reviews from IT folks in the field on the beta features praise the quality of service, with only minor complaints that the technical preview is missing a few important features (like voicemail) that will no doubt be coming in the production version.
This article excerpt, by J. Peter Bruzzese, originally appeared here: http://bit.ly/1ImEpFH

UC Consolidation Accelerates

Nemertes’ 2015-16 UC&C Benchmark shows continued consolidation toward Cisco and Microsoft in large end-user organizations for a variety of reasons.
Nemertes Research recently released the results of its 2015-16 benchmark on unified communications and collaboration. Based on data gathered from 50 participants representing 45 end-user organizations, largely with 2,500 employees or more, this research provides a snapshot of enterprise plans around UC technologies including IP telephony, video conferencing, team chat, SIP trunking, video conferencing, and more.
This year’s results show an increasing trend toward consolidation of UC applications onto a single-vendor platform. In 2014, approximately 26% of participants had plans to consolidate. That number jumps to 38% in 2015, with another 7% planning to begin a consolidation in 2016. 
This means that, fast-forwarding a year and a half, nearly half of companies participating in our research will have either completed or begun a move toward single-vendor UC. Additional factors driving consolidation include the need to have a single mobile client for all UC apps, the desire to simplify licensing, and the challenges related to interoperability among disparate vendors.
Among those who have selected a consolidated vendor, Microsoft dominates: Fifty-three percent are moving to Microsoft, up from 41% in 2014. Cisco takes second-place honors at 35%, up from 29% in 2014. Other vendors receiving mention include IBM and ShoreTel.
End-user organizations that are consolidating are moving most every UC application. All start with IM/presence, 94% add in desktop video and Web conferencing, leveraging integrated UC suites like Cisco Jabber and Microsoft Lync/Skype for Business. Seventy-five percent are migrating telephony to the consolidated platform, while another 35% are including additional apps like file sharing.
A big driver for consolidation is the desire to improve the user experience, particularly around providing a one-click capability to launch meetings that include voice, video, and screen sharing. More than half of participants either already have this capability, or plan to deliver it by the end of 2016.
Two vendors are notably missing from these results: Avaya, cited by 16% as their primary telephony provider, and Google, cited by 6% as their primary provider for email/calendar. Each of these vendors will need to figure out how to stem the tide of migration to competing platforms.
Of those respondents who said their organizations are using Lync/Skype for Business for IM/presence, Web conferencing, and perhaps voice/video chat, but who have no consolidation plans, just 19% are integrating Lync/Skype for Business with their IP telephony platforms. They are doing so either using plug-ins like Avaya Client Applications or Cisco UC Integration for Lync (CUCI-Lync), or via third-party integration clients like those from Damaka.
Interestingly, Microsoft’s recent rebranding of Lync to Skype for Business doesn’t seem to be having an impact on migration to the platform, but nearly 41% of those we interviewed had a negative view of the name change, noting that they are now dealing with confusion between the consumer and business versions of Skype. This is especially problematic in regulated industries where use of consumer Skype is prohibited. Another 26% rated the name change positive, noting that employees will like the familiar user interface as well as added integration with consumer Skype, while 34% had no opinion or were neutral.
Those who are developing their own UC roadmap and strategy should look from the end-user backwards. If maintaining separate platforms, think about how that impacts usability, manageability, and cost. If moving to a consolidated single vendor, think about how you will make the switch, and how you will address licensing, depreciation of existing assets, training, and integration between UC and other applications like contact center to guide your decision-making.

This article excerpt, by Irwin Lazar, originally appeared here: http://ubm.io/1KO1TcN


Train in Vain?

Children of the Eighties remember that “Train in Vain” was the hidden track on the Clash’s “London Calling” double album. When it comes to enterprise communications, user training may not just be hidden, but absent altogether. And whether it’s in vain may depend on the enterprise.
This is a subject of ongoing debate in No Jitter columns and at Enterprise Connect (user training, not the Clash, about which there can’t really be any debate.) In talking about Microsoft Lync/Skype for Business, Kevin Kieller of enableUC often returns to the refrain that you can’t just give communications tools to end users and expect them to pick them up and use them efficiently. Apple may have trained us to think that way about our consumer devices, but enterprise communications isn’t that simple, and shouldn’t be, Kevin argues.
Andrew Prokop of Arrow SI makes this point as well. In a recent No Jitter post, Andrew writes that, while a product like Skype for Business may have easy-to-use aspects, “You don’t make a major investment in a unified communications product [only] for presence jellybeans. You do it because you expect workforce efficiency, ongoing expense reductions, employee productivity, customer retention, and improved teamwork.” That does seem like a lot to expect any product to deliver without requiring any training.
But it’s not just a matter of teaching people where to find the functions within their tools. They need to know what the tools are really doing. And in this regard, there’s a big difference between consumer- and enterprise-grade products. This came home to me in a conversation via Skype I had earlier this week with Zeus Kerravala of ZK Research.
Skype — the consumer version, which is where I’m connected with Zeus — is an example of where the challenge comes in. For the most part, consumer Skype is where, for example, my wife and I exchange quick notes throughout the day about necessary errands, household reminders, and so forth. It’s mostly my personal-life IM tool of choice.
But it also happened to be the most practical place for Zeus and me to connect, and it’s where I’ve had many late-night debates and joke-swapping sessions with Dave Michels, another one of our No Jitter/EC tribe of contributors. Sometimes Dave and I talk business on Skype, sometimes not. And sometimes Dave finds out what my family is having for dinner before my wife does, if I’ve got his chat window open but think I’m talking to her — another one of the hazards of mixing business and personal communications in one tool.
So Zeus, in our Skype chat, mentioned that one difference between consumer-grade UC/collaboration tools like Skype and the new grade of enterprise tools like Cisco’s Spark, is that Spark records everything that you do with it. That feature is important for enterprise management, but it’s not a feature that enterprise users might necessarily expect to be in place when they use such tools. And it’s certainly something that you wouldn’t expect or want when you’re in “personal” mode.
So user training doesn’t just mean showing people all of the cool features and functionality of the Spark application or a similar such product. It means making people understand what their enterprise tools of choice do, and how their performance will affect their work lives. I don’t think that’s the kind of thing people are ever likely to be able to just discover on their own. Training isn’t just about the how; it’s about the why.
This article excerpt, by Eric Kapf, originally appeared here: http://ubm.io/1f3oYK3

Microsoft Releases Trio of Skype for Business Online Previews

With technical previews of three cloud-based Skype for Business telephony- and meeting-related capabilities made available today, Microsoft has moved one step closer to its ultimate goal of delivering a complete enterprise-scale, communications-enabled productivity stack in Office 365.
I got an overview of the technical previews, officially announced in a Microsoft blog post this morning, from BJ Haberkorn, director of Skype for Business product marketing. The previews, available to Office 365 enterprise customers in the U.S., are as follows.
Cloud PBX with PSTN Calling
This capability brings inbound and outbound calling to Skype for Business clients in Office 365, along with typical call-control features such as hold, resume, forward, and transfer, Haberkorn said. Microsoft built out this capability using the voice technology used in Skype for Business Server and its Lync predecessor. It allows enterprises to move their voice capabilities from on-premises servers to Office 365. In the fall, Microsoft will add a configuration option that enables customers to use existing on-premises phone lines to make and receive calls through Skype for Business clients, and will make Cloud PBX available for customers worldwide.
“With Cloud PBX, and PSTN calling, once in GA, enterprises will be able to eliminate separate PBX systems,” Haberkorn said.
As Brian Riggs, an analyst with Ovum Enterprise’s analyst team, wrote in a No Jitter post this spring, this capability is needed to make Skype for Business in Office 365 a “full-fledged hosted UC service.“ 

Not that Microsoft thinks in such restrictive terms. “We don’t think of this as just UC, but about communications being an integral part of the entire productivity stack—and delivering that globally and at enterprise scale,” Haberkorn said. “This is about much more than a communications piece. It’s about the productivity piece.”

PSTN Conferencing
With this capability, invited conference participants will be able to dial in to Skype for Business meetings in Office 365 from landlines or mobile phones. Likewise, organizers can add others to meetings by dialing out over the PSTN. As Haberkorn noted, such capabilities have been available with Skype for Business meetings but from third-party audio conference providers and not directly from Microsoft.

Skype Meeting Broadcast
First showcased at Microsoft Ignite in May as Broadcast Skype for Business Meetings, this capability gives an enterprise the ability to broadcast a Skype for Business meeting on the Internet to as many as 10,000 people. The preview is not just for U.S. customers but available to Office 365 customers worldwide, and it includes two integrations aimed at making meetings interactive even at such large scale, Haberkorn said.

The first integration is with Bing Pulse, which allows for real-time audience polling and sentiment tracking. With the sentiment tracking, attendees can use Bing Pulse to indicate in real time whether they feel positive or negative about what a speaker is saying during a broadcast meeting. And the second is with Yammer, Microsoft’s enterprise social networking tool. With Yammer, meeting organizers will be able to support conversations with audience members during Skype for Business broadcasts.

Anyone who has been following Microsoft’s strategy here will recognize this set of technical previews as an affirmation of the company’s progress with Skype for Business in Office 365, rather than as breaking new ground. If Microsoft continues delivering on pace, each of these capabilities will be generally available this year, Haberkorn said.

Also later this year, as noted in the announcement blog post, Microsoft’s strategic carrier partners will deliver direct connections to Office 365 Skype for Business customers via Azure ExpressRoute for Office 365. ExpressRoute gives enterprises the ability to establish private links between their premises and Microsoft data centers and better determine the availability, performance, reliability, and security of their cloud connections.

Microsoft does not yet have pricing or licensing plans to share for any of these capabilities, Haberkorn said. Still, the company expects interest in the previews to be high. Toward that end, it anticipates a rolling onboarding of preview participants. Office 365 enterprise customers can find more information here.

This article, by Beth Schultz, originally appeared here: http://ubm.io/1Ie0UzO

The caring, sharing economy

My first job was delivering prescription drugs to the infirmed after school on my bicycle. One minute before my start I’d arrive, throw that day’s scripts into my backpack and off I would trundle. When I get back, I’d have to clean up the boxes from the day’s deliveries and burn them (yes it was pre-recycling). Little did I know that I was Activity Based Working – I worked where I needed to at that time!

Today, I’m engaged in helping companies improve communications between their staff and to their customers and suppliers. Their people are scattering to the winds so they need to embrace new models of work. The key elements of productivity, culture and engagement are:

Where: Our location at a point in time determines the requirements and limits of our work.
How: What tools or resources are at our disposal for us to use to most effectively work.
Why: The most engaged employees are there to have fun AND make money.
Each of these are being significantly impacted by change today. Our work environment, hours, location, motivators etc. are changing more rapidly than in any time in history, and it is being bought about by technology. No, robots are going to take over but technology is. In a hyper connected online and real time world our approach must be forced to change – whether we like it or not. It is how we drive and control the change that is the key element to having a productive and happy workplace.

Where we work is about business culture than location. If I don’t like the nature or style of people I work with but I love what I do and my customers, I’m more likely to work at home or at a customer’s site.

When I first worked in an office environment – I had an office. I shared it with someone else but I had made it, I had an office! Now as CEO, I can have an office but I choose not to. I’d rather work amongst my team, to enjoy the banter, to engage live during brainstorming or problem solving. If I need to do something in private, I will simply move to a meeting room.

Open plan, flexible offices are the norm today. No more walls and the team is much more visible. While this has provided many benefits, it often can be the cause of some problems. Some companies are embracing activity based working, allowing people and teams to form flexibly to suit the needs of that day.

For 20+ years I have heard of the promise of telecommuting as an alternative to all workplace woes. The limiting factor wasn’t company or individual motivation, technology or even cost effective bandwidth, it was employee engagement. Remote employees feel segregated. The recent abundance of video solutions goes a long way to addressing this, but nothing does beat the morning “chat” in the tea room or having lunch with a colleague. The right answer is balance of location, a grand activity based working model if you like. The organisational change required however can be significant and not underestimated. The move to measuring quality of output rather than input is a fundamental though shift which can only be embraced if sufficient reporting data is made available to managers.

A recent trend that I see growing fast are co-working spaces. Either commercial ventures or government initiatives, these spaces provide the luxury or human engagement without the drudgery of the daily commute. They started out as collaborative offices for start-ups, freelancers or small teams. They provided high quality fit outs and services like high speed internet or video conferencing at an affordable rate. Co-working spaces have become a popular alternative to working from home.

Each of these topics will be covered at the Australian Skype for Business Launch & Conference www.skypeforbusinessconference.com.au.

Your call has progressed in the queue

“Your call has progressed in the queue and we will be with you shortly”.  Aren’t these the words designed to be the most soothing, they might be for you but I find them, well . . . .

Getting your customers to communicate with the right person with the least amount of resistance is the holy grail of customer service.  The magic is working out 1) what the customer really wants and 2) who is best to solve their problem quickly for them and efficiently for you.  One person owning the customer interaction from the first “Hello” to “Good Bye” is the utopia that customers want but how do we achieve this in a modern business with specialised staff, multiple time zones, distributed work forces etc., you get the picture.

Traditional contact centre’s were specific organisational units, often with all staff co-located, in effect the expertise was centralised.  This no longer however matches how we design our businesses, distribute expertise or have people working from a variety of locations.

Couple this with new forms of customer access like Twitter, Email, Facebook etc., contact centres need to be open longer, respond more quickly and the transition to a new way of working is inevitable.

The contact centre of today needs to be more flexible and to do so its staff need more flexibility.  For example, the ability to work from wherever suits them, which could be at home particularly if late or early shifts are involved or the access to know in real time that a colleague with the right expertise is online and available.

The modern contact centre worker is empowered to make decisions.  We now don’t measure them in minutes but in net promoter score, repeat business or if an unhappy customer does not call back.  Integrating this into modern business workflows is what is enabled by combining your contact centre with a unifie3d communications platform li9ke Microsoft Skype for Business.

Continue the conversation at www.linkedin.com/groups/Skype-Business-Launch.

Each of these topics will be covered at the Australian Skype for Business Launch & Conference.  See you on the 4th June!

Meeting rooms that work

Have you ever been in a meeting room that just didn’t work the way it should have?  For example:

  • Wrong cable for the screen
  • Power points in the wrong spot
  • Lights too bright and washed out the screen
  • Too hot
  • Too small for the number of attendees
  • Remote staff can’t hear you
  • Too complex to operate technology and no instructions

This is strangely pretty common.  We spend significant amounts on office fit outs and inject an enormous amount of effort into getting it right, but the practical reality is that no one ever designs rooms with one simple idea in mind – what conversations will be had in that room.  This is the fundamental piece of information required before a design pen should ever touch paper.

I’m not talking about a broad approach like “we will talk to clients” or this is “HR’s internal meeting room”, I mean specifics.  The approach should be specific.  For example “1 or 2 of our senior advisors will work with our customers (up to 6) to demonstrate our product X in the room so that we can get them to understand its value, ask all of their questions and make a decision to purchase there and then.  The questions will be commercial and often highly technical.  They should be able to clearly see our product on the screen from their seats without the need to move and share what is on the screen with their colleagues remotely who will access it securely just via a web browser. At the meeting, they should register at Reception and be guided to the room via electronic signs.  The room’s lights, displays and air should come on 5 minutes before the meeting starts.  If video conferencing is to be used, it should start automatically before I enter the room.”

Writing a brief like this actually isn’t even detailed enough but you get the idea.  Meeting room design is simple if it is broken down into its elemental components starting with a thorough understanding of what you want in plain English terms.

Taking this to reality though requires experience and expertise.  The calculations and design requirements for good audio alone are significant, let alone ergonomics, lighting etc.

Continue the conversation at www.linkedin.com/groups/Skype-Business-Launch.

Each of these topics will be covered at the Australian Skype for Business Launch & Conference.  See you on the 4th June!

Nothing so constant as change

Coming to the Launch and Conference will be people from all works of life – customers, vendors, those who already want to, those that aren’t sure, sceptics and believers.  What is common is a single theme: Transitions.

A hackneyed phrase is that change is constant, but in 25 years in the communications business, I have never seen so much not being constant.  There are some big drivers:

  • The impact of Generation-Y on the dynamics of the workplace
  • Later retirement age connecting more generations in the workplace
  • Access to 4G and cost effective broadband supporting mobility
  • Drive to reduce costs in real estate
  • Employee “fickleness” means staff are less likely to stay for a longer time unless they are constantly motivated
  • Staff more motivated than ever to work in a way that suits them rather than a way that might suit the organisation
  • Staff are being recruited based on skill alone and their location is now a small variable
  • Competitive threats are now global so every opportunity to improve productivity must be taken

Each of these is motivating positive change in our workplace but is creating some big headaches:

  • Need for access to quality, ongoing training
  • Alignment of individual staff motivation to their personal KPI
  • Change from measuring actions to measuring outcomes – a fundamental change for many managers
  • Staff desire to balance work & life greater than ever in history
  • Ongoing change in real estate usage patterns means long term leases and fit outs are too inflexible
  • The desire to minimise travel and use video instead

A key enabler for business to achieve all these transition objectives is to improve how people communicate.  Giving customers and employees access to information and expertise when they want and from where they want is what Skype for Business delivers.

Continue the conversation at www.linkedin.com/groups/Skype-Business-Launch.

Each of these topics will be covered at the Australian Skype for Business Launch & Conference.  See you on the 4th June!

Sonus SBC AD Lookup Gotchas

I have recently been troubleshooting issues with a Sonus SBC 1000 doing call routing using AD lookups.

There are many blogs out there about how to do this, including the guide from Sonus themselves which is pretty descent.

Let me however, go into some of the gotchas that caught me by surprise, and are not well documented on the Sonus site…

AD Cache Lookup

There is a very clear note saying that it is “recommended” to have a USB stick attached to the SBC if you are going to use the AD Lookup in cached mode.

What there is no mention of, is the way the Sonus SBC uses the cache, and how it gets updated. This information was provided to me from Sonus TAC/Engineering, and is current as of the date of publishing this blog post; this applies to having the AD Configuration in “Updates” mode…

  1. All domain controllers configured are treated equally; i.e. if any one of them responds back with a successful query, then the cache is valid, even if all the other queries fail.
  2. The cache is dropped before the new cache is read; thus if the AD query fails, the system is left with “NO CACHE” unless you have a USB stick with a backup cache to be used.
  3. if “ALL” domain controllers fail to respond, the SBC switches to online mode, and tries to query the domain controllers in order for the user in question.
  4. The system will not try any failed domain controllers again until the next update cycle as configured in the “Cache Settings”

they have said that they are working on improving the process…

Case Sensitive Lookup

Again with AD Cache lookups; apparently the lookup is case-sensitive; while simply testing for “=msRTCSIP-Line=” in your transformation table may work most of the time, apparently, if an admin in Lync has decided to type “Tel:+xxxxx” instead of “tel:+xxxx” the query would fail to return a positive match.

To overcome this issue the recommendation is to use “(?i)=msRTCSIP-Line=” which would make the lookup case-in-sensitive.

Of course you can use the same “(?i)” in other locations too for matching without case.

Approach Unified Communications Like You’re Writing an Essay

“We’re just going to start by getting all of our hospitals and clinics on one, ubiquitous telecom platform. We don’t need to worry about training or communications at this stage – the users will only see a new phone.”

 
The biggest mistake a healthcare organization can make when it comes to the decision to deploy Unified Communications (UC), is to treat it like an infrastructure component that is transparent to the user community. There is nothing wrong with starting with the basics, but don’t make the mistake of assuming it will not matter to your customers. I believe the best path to UC in healthcare is to approach it like you were taught to write a well-organized essay: Tell them what you are going to tell them; tell them; and then tell them what you told them. Remember that?
 
Tell Them What You are Going to Tell Them
As it turns out, a new phone is a big deal, especially to nurses and clinicians whose primary focus is the care of their patients. To them, the phone just needs to work – getting it to do so should not be difficult. The surest way to make it difficult is to NOT tell them in advance, fail to state what is going to be different, and to assume that formal, in-person training would be overkill. 
 
Just as the first paragraph in a well-written essay needs to inform the audience what the body of the essay will be about, a well-planned UC deployment will begin with a solid communications plan. My experience has shown that a comprehensive plan must:
 
• Define groups of users, 
• Determine exactly what changes each group will see,
• Identify several methods for communicating to each group, 
• Determine the frequency of communications that work best for each group, and
• Decide whom best to deliver each communication to each group.
 
Tell Them
I have found that very few clinicians are interested in learning how to use a new technology – at least for the sake of using a new technology. They are, however, very interested in learning how that technology can improve their ability to care for their patients. More so in healthcare than any other industry, the value specific UC features bring to each role will vary, for example: 
 
Nurses will need to know how to program doctor’s pager numbers into the phones for quick dialing, how to park and pickup calls, how to transfer calls to patient rooms, and how to make overhead pages on the new system.
Doctors may want to use some of the more advanced features. For example, single number reachability in order to be reached at one number no matter if they are at their desk, at home, or in transit. While unified messaging may appeal to doctors, the reality is that there is not a solution available with enough built in privacy and (Health Insurance Portability and Accountability Act) HIPAA compliancy to be integrated with electronic medical record (EMR) and patient portal messaging – which will leave them with two inboxes. Some may be fine with that, others may choose to pass on this feature.
The central business office, scheduling and service desk will be interested in more advanced features, like screen pops (which can display customized information specific to incoming or dialed customers/patients), click-to-call integration and advanced call center functionality.
Executive staff and IT may be the only users interested in features such as presence (indication of availability), instant messaging, unified messaging (one inbox for voicemail, faxes and email) and integrated web-, video- and tele-conferencing.
 
While the above guidelines can serve as a good general rule, take the time to determine if it really describes the needs and interests of each group in your organization. Make a point of visiting with each defined group and take time to observe their work flows, in addition to asking about and listening to their pain points, including things about their jobs which they feel could be improved. Armed with the knowledge and understanding of what UC can and cannot do, set out to solve those pain points. Ensure your training plan focuses on solving problems, and not just on using the new technology. And then implement it.
 
Only after your detailed training plan has been implemented will you be ready to begin deployment of your UC infrastructure. It is during this stage that your user community will receive their new phones and begin to use the UC features and functionality that were promised to them.
As you have likely guessed by now, you will not just simply put the phones out and leave, but instead, as you do, you will once again tell them what you’ve already told them.
 
Tell Them What You Told Them
During this final stage of deployment, offer refresher courses and continue delivering frequent and targeted communications. I have found that having trainers and technical staff roam the floors to offer guidance and answer questions on the fly is very well received – especially visits to each nursing station. It is important to continue showing each group of users how the technology being deployed will help them to better achieve the overarching goal of the organization: improved patient care.
This article excerpt, by Michelle Kay, originally appeared here: http://bit.ly/1Lo2jqF