Recently, one of my clients faced a formidable challenge: rolling out Zoom to more than 100,000 employees in just a few weeks.

Our initial plan was to slowly introduce employees to this virtual meeting tool, but when COVID-19 hit, it became clear things needed to happen immediately.

Luckily, we knew how to avoid the biggest mistake often made during an IT change. Not all employees are the same, so you can’t make assumptions with a one-size-fits-all approach.

While the pandemic was unprecedented, it reminded me that the fundamentals of communicating an IT change are the same. There’s always a wide range of skillsets, so certain groups of employees have very different needs.

The next time employees need to learn a new tool, consider these five audiences and how to set them up for success.

Audience Skill level How to set them up for success

Unplugged

homer simpson on computer

“I’ve used a computer before…”
  • Recorded trainings
  • Test meetings with live Q&A
  • Basic tip sheets (how to…)
  • Informal trainings with Super Users
  • Regular follow-up conversations
  • Troubleshooting guide

Average user

cat on laptop

“Ok, I’m signed in...now what…?”
  • Recorded trainings
  • Test meetings with live Q&A
  • Basic tip sheets (how to…)
  • Informal trainings with Tech Wizards
  • Troubleshooting guide

Computer whiz

woman typing fast on laptop

“Do I need to attend the training? Just send me the how-to guide.”
  • Recorded trainings
  • Test meetings with live Q&A
  • Troubleshooting guide
  • Best practice examples (how to get the most from the tool)

IT pro

woman it pro

“I’ve already uploaded my bitmoji and set up all my meetings.”
  • Best practice examples (how to get the most from the tool)
  • Advanced tip sheets

Super User

jim carrey typing fast

“I’m so good with this tool that I should be leading these trainings.”
  • Best practice examples (how to get the most from the tool)
  • Advanced tip sheets
  • Informal trainings with Unplugged group

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