Diane Mayer, VP Services Sean Spradling, Sr. Bus. Consultant Corvent LLC UNC202.

Microsoft Office Live Meeting Implementations from an IT and Business Perspective

Diane Mayer, VP ServicesSean Spradling, Sr. Bus. ConsultantCorvent LLCUNC202

Questions

Why are you interested in deploying Live Meeting?

Cost reductionsImprove internal collaborationImprove external collaborationLicenses were included in our EA, why not?No clue, boss is making me

Questions

At what stage of planning or implementation are you?

Planning purchase nowLicenses in house, ready to deployAlready deployed to desktop, but nobody is usingWhat is Live Meeting again?

Start with the end in mind:

Widespread Live Meeting adoption

The Role of AdoptionDefining success

Traditionally success in software deployment is secure, functional, stable app

Build it and the business units will comeCollaborative apps deployed for more specific purpose

Cost containment – travelProductivity gains – sales cycle times, time to marketGreening of organization

The Role of AdoptionDefining success

Success for Live Meeting deployment is measurable progress on the business goals driving the deployment

None of that happens without adoption

Opportunity for IT to impact bottom line/corp. goals

Case Study:Canadian Government Agency

EA for OCS included Live Meeting and CommunicatorProcurement done by central shared services groupNo one knew what to do, no deployment

Engagement established to move department by departmentCustomer facing division first – significant technical barriersInternal project divisions next

2008 progress5 divisions deployed and using1 division alone saving approximately $680K and 114 metric tonnes of GHG annually

2009More divisionsMore process changes

Overview of Implementation Process

Align with corporate goals & executive sponsorsSelect project team & build project planAssess technical & cultural readinessConduct phased rollout

Align with Corporate Goals

People need a good reason to change:For their own personal benefitFor the “greater good”Because the boss says so!

Your executive sponsor(s) are in the best position to motivate and/or mandate change

Your Project Team

Project Manager

• Assigns responsibilities, oversees all activity, manages deadlines, tracks results

Technical Team

• Manages technical readiness and all aspects of deployment and user support

Marketing Communications

• Manages internal marketing campaign to drive awareness & adoption

Finance

• Helps build ROI model and supports targeted campaign for frequent travelers

Executive Sponsors & Business Leaders

• Motivate employees to use Live Meeting in support of enterprise vision and goals

Your Project TeamExecutive Sponsors & Business Leaders

Integrate Live Meeting with business initiativesLead by exampleHelp you tailor the training to relevant business scenariosUse “carrots and sticks” to drive usage

Your Project TeamProject Manager

Big picture person who is detail orientedTechnically knowledgeable and relates to business usersChange management skills nice to haveMust be comfortable interfacing with executive sponsors

Your Technical TeamMessaging Team

Adoption requires a significant change in normal business behavior and pressure from all anglesThe team should include:

Outlook team – The Outlook plug-in, critical for adoption

Sample Fill

Your Technical TeamNetwork Operations Team

Tech Consideration WP http://www.microsoft.com/downloads/details.aspx?FamilyId=E52C945A-BF33-48AC-B5D8-D8C4E93C71CC&displaylang=enTechNet Articlehttp://technet.microsoft.com/en-us/library/cc745931.aspx

Function Bandwidth required

Data transfer 56 KBps

Voice 80 KBps (50 KBps minimum)

Video 350 KBps (50 KBps minimum)

Office RoundTable 700 KBps (100 KBps minimum)

The bandwidth requirements listed are cumulative. Voice, video, RoundTable, the minimum bandwidth would be 50 + 50 + 100 = 200 KBps per user.

Your Technical TeamInformation Security

Considerations:Data storage securityData storage complianceMeeting content retentionRecordingHandouts (file transfer)

2007 Security Guide http://livemeetinguser.org/files/folders/userguides/entry114.aspx

Your Technical TeamDesktop Management

Client and plug-in installPrior to any trainingDeployment strategy

UpdatesClient routinely updated, have seen auto update work/not workBest practice is to keep everyone on same version

Any possible conflicts with othersoftware (Adobe full suite)

Administrators Guidehttp://www.microsoft.com/downloads/details.aspx?FamilyId=824A55C8-809A-4224-A8CD-F37B348B7481&displaylang=en

Your Project TeamMarketing Communications

Segment user groupsTailor benefit statements to each groupDevelop internal marketing campaign to drive awareness and usage

Announcement of Live Meeting initiativeEmail invitations to training sessionsIntranet portal with resources & incentivesOther visibility as appropriate

Your Project TeamFinance

Develop success metricsT/E savingsDecreased telephony costsIncrease sales

Work with departments to measure and report

In this economy, travel reduction is the golden goose.

Typical Implementation Plan

Assessment & Planning

• Assess cultural & technical readiness• Define business goals and success criteria• Identify & interview targeted user communities• Develop project plan and team

Assess Technical & Cultural Readiness

Cultural assessment exposes:The context for usage within the organizationPrioritize deployment groups based on impact to goals

Technical assessment provides understanding of issues to be resolved prior to deployment

Cultural ReadinessContext for usage

Interview of your target usersSelect good cross section of user baseHow collaborative is their roleWho do they need to communicate withWhat meetings do they regularly haveWhat projects are they working onWhat are most common issues (“Corvent time”)

Customize training to meet needsDiscover leverage points to drive usage

Cultural ReadinessContext for usage

Prioritize business groups for deploymentStart with groups that can impact your goalsRoles or groups that hold frequent meetingsAdditional characteristics

The technology friendly (not just IT)Get to some of the remote users earlyBreak down the total to manageable groups (hundreds, not thousands, in early phases)

Technical Readiness

All the traditional IT issuesKey considerations specific to Live Meeting

Administrative policiesSoftware deploymentLive Meeting PortalAudio accountsOther hardwareSupport model

Typical Implementation PlanAssessment &

Planning


Technical Deployment

• Set all Live Meeting Admin policies• Enable appropriate audio functions and set policies • Implement support model & conduct administrator training• Deploy client and add-in to desktops

Live Meeting DeploymentAdministrative Policies

RecordingHandoutsDesktop sharingContent expiration


RecordingPoses data leakage and compliance risksRecord to service

Content hosted by MicrosoftCan be disabled Can also disable download decision

Local recordingsRequires PC audio be enabledCan be disabled


HandoutsFile transfer capabilityPoses data leakage riskCan be disabledCan limit file types

Desktop sharingPoses data leakage and misuse risksCan be disabled or limited to a single program


Content expirationDeletes all meeting content including recordingAdmin sets maximum time before deletionUser can set shorter time

RestorationCan be enabled to allow Admins to restore content up to 90 days after deletion

Live Meeting DeploymentSoftware Deployment

Un-managed – not recommendedOpen installation policyUser Mode Installation: No MODI – no uploading docs

Managed – recommendedLMSetup.exe, ConfAddins_Setup.exe, EASetup.exe, LPSetup.exeLockdown regkey – no upgrade notice will appearPer user install regkey – no auto install is done

Deployment Guidehttp://www.microsoft.com/downloads/details.aspx?FamilyId=824A55C8-809A-4224-A8CD-F37B348B7481&displaylang=en

Live Meeting DeploymentLive Meeting Portal

Local service to manage Live Meeting accounts and user authentication

Automatically creates accounts for usersProvides single sign-on capabilities for Windows account holdersIntegrates with AD to deactivate user accountsProvides Admin-defined account management

Portal Admin Guide http://www.microsoft.com/downloads/details.aspx?FamilyId=C0CE5E7C-67C2-453C-8B31-95FF6F3B2873&displaylang=en

Live Meeting DeploymentAudio Accounts

Live Meeting provides “Computer audio” – not suitable for all meetings

Certified for use in limited set of countriesCan connect to a conference call to better serve all needs

OCS R2 has more fully featured conferencing offeringNot as feature rich as conferencing service but meets many needs

Audio strategy should be defined ahead of timeIf third-party accounts will be used, how will they be provisionedDoes your provider have the audio integration (service or OCS)Everyone that needs one should get one prior to training

Live Meeting DeploymentOther Hardware

Speakers/Microphones – needed for PC audio (or Communicator calls); speakers also needed to hear rich media shared in meetingsWebcams – required for video in Live Meeting; one of the most requested and appreciated featuresRoundTable – meeting room web cam from Microsoft

Provides panoramic video in meeting roomTightly integrated with Live Meeting

Live Meeting DeploymentThe Support Model

Issues here mean moreA lack of support will prevent adoptionSuccessful support model includes:

Ongoing access to trainingLive or recorded

Well-educated support teamImmediate support capabilities

Enough staff to go helpWillingness to get involved

Typical Implementation PlanAssessment &

Planning

Phased Launch & Training


• Customize training content• Develop training & resource portal• Launch targeted communications campaign• Launch end user training program



Barriers to Successful Adoption

Lack of executive sponsorshipNo alignment with business goalsUser confusion & natural resistance to change Inadequate and/or irrelevant trainingIt’s an afterthought

Steps for Driving Adoption

Long before deployment:Determine what success looks likeObtain executive involvementAllocate budget and identify team


Limited rollout: Target users who are motivated & committed to succeedSupport them with training/support tailored to their needsDo whatever it takes to ensure success

Broad rollout:Recruit “evangelists” from aboveLaunch communications campaign Offer training program tailored to different employee groups


Stay close to your usersLook at their behaviorListen to their feedbackLearn from them how to facilitate success

Document ROIReward and celebrate success

“Why should I try?”

Awareness

Adoption Process

RO

I

Understanding End User Adoption

“Will it work?”

Trial “How soon can I benefit?”

Usage“It’s part of my life.”

Adoption“What else can

we do?”

Advocacy

Typical Implementation Plan

• Track end user usage and feedback• Report against success criteria• Implement ongoing support & training resources

Assessment & Planning

Phased Launch & Training

Measurement & Review


• Customize training content• Develop training & resource portal• Launch targeted communications campaign• Launch end user training program



Track Ongoing Results

Live Meeting reports offer pretty good detail but in a relatively cumbersome formOCS has no reports on usage

Reliant on user surveysSurvey users to

Get ROI dataUnderstand use cases and additional opportunities

Publicize IT’s role in saving company hard dollars

Case Study: Health Care Organization

5,000 desktops equipped for web conferencing Sat idle for 6 months2 to 4 online meetings total per month

Adoption program began in Q1 2007200 self-selected participantsMonth 1: 100 online meetings

2008 progressDept. by dept., group-by-group focused trainingCurrently averaging 450 online meetings/month

Renewed focus in 2009“Results Oriented Environment” (ROE Initiative)UC collaborative technologies essential to its success

Start with the end in mind:

Widespread Live Meeting adoption

question & answer

Related ContentBreakout Sessions•UNC202 Microsoft Office Live Meeting Implementations from an IT and Business Perspective Mon 5/11 | 1:00 PM-2:15 PM | Room 511

•WSV204 Tackle Compliance and Discovery Needs in the Cloud Using Microsoft Exchange Hosted Archive Wed 5/13 | 8:30 AM-9:45 AM | Room 408A

•OFC314 SharePoint Online Features, Functionality, and Customization Wed 5/13 | 4:30 PM-5:45 PM | Room 502A

•UNC310 Migration to Microsoft Online Services from Exchange and Non-Microsoft Platforms Thu 5/14 | 4:30 PM-5:45 PM | Room 403B

•SIA317 Protect IM with Microsoft Forefront Security for Office Communications Server Fri 5/15 | 9:00 AM-10:15 AM | Room 408A

•UNC203 Realizing the Promise of Software-Plus-Services by Customizing Microsoft Online Services Fri 5/15 | 9:00 AM-10:15 AM | Room 408B

Interactive Theater Sessions•UNC01-INT Managing Messaging and Collaboration in the Cloud with Microsoft Online Services Tue 5/12 | 2:45 PM-4:00 PM | Yellow Thr 1

•OFC04-INT SharePoint: To Online or Not to Online? Wed 5/13 | 1:00 PM-2:15 PM | Yellow Thr 1

•SIA01-INT Next Generation Messaging and Collaboration Protection Drilldown Thu 5/14 | 1:00 PM-2:15 PM | Orange Thr 1

Call to ActionLearn More!

Related Content at TechEd on “Related Content” SlideAttend in-person or consume post-event at TechEd Online

Check out online learning/training resourceshttp://technet.microsoft.com/exchange/2010 http://technet.microsoft.com/office/ocs

Try It Out!Download the Exchange Server 2010 Beta Evaluation

http://www.microsoft.com/exchange/2010/try-it

Get a 5-Day Trial of Office Communications Server 2007 R2https://r2.uctrial.com/

http://technet.microsoft.com/exchange/2010

http://www.technet.microsoft.com/office/ocs

http://www.microsoft.com/exchange/2010/try-it

https://r2.uctrial.com/

www.microsoft.com/teched

Sessions On-Demand & Community

http://microsoft.com/technet

Resources for IT Professionals

http://microsoft.com/msdn

Resources for Developers

www.microsoft.com/learningMicrosoft Certification and Training Resources

www.microsoft.com/learning

Microsoft Certification & Training Resources

Resources

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http://microsoft.com/technet

http://microsoft.com/msdn

http://www.microsoft.com/learning

http://www.microsoft.com/learning

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© 2009 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS,

IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

Diane Mayer, VP Services Sean Spradling, Sr. Bus. Consultant Corvent LLC UNC202.

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