Communication

What

Communication is one of the controls that keeps a device refresh from turning into a ticket storm. Users need to know what is happening, when it is happening, what they need to do, and where to go when something does not work. That communication should start before (re)Enrollment and continue after devices are back in service.

Before (re)Enrollment

Set expectations early. Share the refresh schedule, the device return or distribution process, backup expectations, training requirements, and any user actions that must happen before the appointment or cutover window.

Good refresh communication should answer these questions plainly:

• Which users or groups are affected?
• When will devices be collected, replaced, erased, or re-enrolled?
• What data is backed up, what is not backed up, and what users are responsible for saving?
• How long should the user expect to be without the device?
• Which apps, settings, or access methods may look different afterward?
• Where should users report problems or ask questions?

During (re)Enrollment

Keep updates short, consistent, and easy to find. Email, team chat, a help desk portal, classroom notices, or a status page can all work; the important part is that users know which channel is authoritative.

Use this phase to confirm what is complete, what is still in progress, and what users should avoid doing until IT gives the all-clear. If users need to sign in, reconnect to Wi-Fi, wait for FileWave Kiosk content, or report a missing app, say that directly instead of assuming they will know.

Two-way communication

Leave room for feedback. Users will surface edge cases that the project plan missed: missing apps, local data questions, shared-device confusion, training gaps, or timing conflicts. A clear support path lets the IT team fix those issues quickly instead of discovering them after frustration has already spread.

After (re)Enrollment

Communication should not stop when the device is handed back. Follow up with practical tips, known-issue notes, app or security changes, and reminders about maintenance windows or update behavior. The goal is to help users understand the new managed state, not just survive the refresh event.

FileWave can manage the device workflow, but communication manages the user experience. Treat it as part of the refresh plan, not a final announcement after the technical work is already done.