Continue to gather feedback from users – Google Apps for Work User Manual
Page 94
Life After Go-Live
94
Continue to gather feedback from users
If you do this, you’ll accomplish two things: Your users will feel
acknowledged and useful, and you’ll keep your efforts fresh and relevant.
You can reuse many of the questions from the user readiness survey you
distributed earlier in your project and the data you gathered previously
can serve as a benchmark. You can use the change in the data to show
powerful trends related to your Google Apps deployment.
You’ll also begin an important an ongoing dialogue with your user
community. Over time, you’ll build a stronger relationship with your
users that’s not just about purchasing software, but about finding
innovative solutions to business challenges using technology.
The result: An accurate measure of your achievement of your
project goals.
“We have become liaisons and advisers
to our internal Google Apps customers.”
—Monica Kumar, Technical Lead,
Genentech
Genentech is a biomedical sciences
company based in the United States. It has
Check up on your users
Learning from Solarmora, a fictionalized company
Andy had the HR and IT departments perform
another user survey. His change management
partner summarized and analyzed the numbers.
That not only gave him a sense of the overall
adoption rate, but also answers to such questions
as: Where was the most resistance—was it
resistance based on location? Lack of learning? Or
lack of awareness? Or was it based on resources:
were the resisters mainly just pressed for time, and
how might the Guides deal with that? Conversely,
where were the opportunities for further
improvement and further innovation with
Google Apps?
Aha! Andy found opportunities to add business
value using Google Apps based on feedback from
his users.
After the survey, Andy identified several internal
groups like HR and Finance who were interested in
using Google Apps to automate and improve their
business processes. He dispatched one of his
project team members—who had a background as
a business analyst and an interest in product
adoption—to meet with these groups and get a
better handle on their business challenges and
relevant Google Apps-based solutions. The
meetings were a huge success. Team members
walked away with new ideas on how to apply
Google Apps technology to make their teams more
effective and more efficient. They also built a
stronger relationship with IT.