Upgrading to iOS 5 is Like Going to the Gym – No Pain, No Gain

By Joe Puckett, director of recruiting and training at PC Helps

The Rave:
Once iOS 5 is in place, future updates are faster and much less disruptive. Key changes that contribute to this improvement are that the updates are incremental, run in the background and can be done without a wired connection to a computer running iTunes. It all starts with a shift from erase-everything-then-reload-it updates to changing only the things that need to be changed. This allows the device to remain functional during the update and reduces the size of the update package to the point where it can be handled wirelessly. Incremental updates are an improvement that makes everyone happy.

First in a series about upgrading to iOS 5 – No Pain, No Gain.

The Rant:
The update to iOS 5 is not very incremental at all and is more disruptive for many than some of the previous updates, mainly because the introduction of some welcome new applications requires icons to be added. However, the resulting effect on the organization of some people’s existing applications was not so welcome. Read more…

Joe Puckett iOS 5 Rants & Raves, iPad Apple, iOS 5 Rants & Raves, IT leaders, upgrades

As featured on Forbes, May 18, 2011:

As 2011 proves to be another busy year of Microsoft version upgrades – for both Windows and Office – enterprise IT shops are trying bring the updates along as painlessly as possible. These may seem like simple upgrade projects to stay current with improved Microsoft features and capabilities, but end-users face particular difficulties adjusting to the latest releases. Specifically, three major end-user challenges associated with these upgrades threaten to place pressure on unprepared help desks.

For organizations moving from Office 2003 or prior versions, one of the biggest challenges for end-users is adjusting to the new Office fluent user interface, commonly known as “the ribbon.” The ribbon replaces the previous menu and toolbars in each Office application. With Office 2007, the ribbon was applied to most Office applications, with the notable exception of Outlook. In Office 2010, these differences carry forward and are coupled with the incorporation of the Ribbon into Outlook, impacting usability of this critical communications application used daily by virtually every corporate end-user. The Ribbon and other new aspects of the Office interface provide an opportunity for increased end-user productivity, but also represent significant changes in the look and feel of the core Office applications.

Jenny Sweeney Office 2010 Forbes, Help Desk, Microsoft, Office, upgrades

Upgrading to Microsoft Windows 7, Office 2007 or Office 2010 requires a calculated and strategic deployment plan, no matter your company size or rollout method. Preparation is vital to a successful transition. Using the information and data points we’ve culled from many successful migrations with our mid- to enterprise-size  clients, we have organized this collection of best practices and common occurrences:

Most Common Support Calls

Many corporate workers have been using Windows XP for some time now, so a learning curve with Windows 7 is inevitable. Below are some factors that will affect your employees’ productivity with the new operating system:

• Elimination of the Quick Launch toolbar and the Vista sidebar (if applicable)
• A new taskbar with icons only
• Changes to auxiliary apps like Windows Movie Maker and Windows Mail
• New features like Federated Search, Windows Mobility Center, Aero Peek, Jump Lists

Best Practice – Provide a blend of self-paced training and on-demand live support throughout all phases of deployment. Downtime is costly.

As for Office 2007 and Office 2010, its radically different interface and incorporation of the ribbon throughout all applications including Outlook in Office 2010, will result in an even steeper learning curve. The design is such a departure that your employees will hit snags just trying to figure out how to perform basic tasks like saving and formatting. Here are some of the more frequent types of tasks end-users struggle with initially:

• Inability to customize the Ribbon and Office bar
• Finding infrequently used features
• Confusion resulting from the new version’s contextual menus and mini-toolbars
• Macros being disabled
• New file formats and “compatibility” mode
• Understanding the new multiple template types

Best Practice –With Office 2007 and Office 2010, the hard part will be getting end-users back to the point where they can complete the tasks they have done for years without issue. The bulk of that work needs to be done prior to deployment or within the first few weeks after installation. Provide pre-migration training, plus on-demand, expert support during and after launch. Without such measures, your in-house IT staff will likely be bombarded with calls, which will take them away from more critical migration issues.

Call Volume

The magnitude of support needs when a new software or OS hits a desktop environment almost guarantees that internal IT staff will be overwhelmed. Besides the increased call volume, once the callers connect to IT, it is unlikely they will get the assistance they need; most help desk generalists do not have the knowledge, experience or training to solve the range of upgrade questions. An inundated help desk means longer hold times, more call backs, a higher call abandonment rate, increased downtime and decreased service levels.

Here’s a snapshot of migration call volume:

• It will remain linear throughout the migration, with peaks cresting most noticeably during the initial installations.
• During months 1-3, our clients have experienced a 50 percent spike in “how-to” support calls. You can expect the same.
• The number of calls will begin to decrease at about month 4, and will continue to lessen through month 6, when the volume drops to 30 percent.
• After six months, levels will return closer to those experienced pre-deployment.

Best Practice – Evaluate the skill levels of FTEs and/or current outsourcers surrounding the newer and previous versions. Often the costs associated with training existing or extra staff to reach the expertise level needed in such a short amount of time is challenging.  Consider a best-of-breed migration partner that employs Microsoft-certified consultants across all versions,  is available 24 hours a day, 7 days a week, and charges only according usage can be the more efficient and cost effective choice.

Jenny Sweeney Uncategorized deployment, Microsoft, Microsoft Office, Office 2007, Office 2010, upgrades, Windows 7

If there is one constant in these sour financial times, it’s that there’s no dearth of stories about corporate waste. And that’s good news for us, as our company makes a living boosting productivity.

Training and support transform smart phones from “fun toys” into powerful business tools.

The most recent is a witty report published by TechRepublic, titled “IT Budgets: How to waste money.” The nine-page report offers 10 tips on effective money-wasting, including doling out too much money on energy, unnecessarily purchasing new hardware, and spending too much on travel.

All of the tips are worth a look, but here are a few we’d like to amend/elaborate upon:

Spend too much on mobile technology. Yes, spending too much on mobile technology is a waste of money – when you don’t show your employees how to get the most out of it. Training and support transform smart phones from “fun toys” into powerful business tools. Write that down. Read more…

Jenny Sweeney Office 2007, Outsourcing Office 2007, smart phones, software support, TechRepublic, upgrades