Communication

 

What

Communication is a crucial element in every stepone 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 process, and itcontinue doesn'tafter justdevices stopare onceback 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 completed.backed Inup, fact,what effective,is clear,not backed up, and consistent communication becomes even more important during and after the (re)Enrollment process. FileWave provides a variety of communication tools that can be harnessed to maintain dialogue with users. Here's how:

Maintain Clear Communication

Use every means to communicate to keep all stakeholders informed about the (re)Enrollment process, and about day to day management afterwards. This includes regular updates about the status of (re)Enrollment, what users canare responsible for saving?

How long should the user expect duringto eachbe phase,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 theireasy rolesto 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 responsibilitieswhat throughoutusers should avoid doing until IT gives the process.all-clear.  And afterwards, using the same channels (emails, team chats, etc) you can continue information flow about things like security patches, maintenance windows, etc.

For instance, communicate the schedule for device returns or new device distribution, and the process for data backup and device re-setting. Be clear about any actions thatIf users need to take,sign suchin, asreconnect completingto 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 reportingtiming technicalconflicts. issues. Timely andA clear communicationsupport canpath help minimize confusion and ensurelets the process runs smoothly.

Facilitate Two-Way Communication

Encourage users to communicate their questions, concerns, and feedback throughout the process.  This can help your IT team identifyfix and addressthose issues promptly,quickly andinstead canof alsodiscovering makethem usersafter feelfrustration morehas involvedalready and supported in the process.spread.

Post-(re)Enrollment Communication

Even after

After (re)Enrollment

Communication should not stop when the device is complete,handed it'sback. importantFollow to maintain communicationup with users.practical Sendtips, outknown-issue regularnotes, tipsapp or tutorials,security notifychanges, usersand reminders about newmaintenance apps or features,windows or update thembehavior. onThe securitygoal protocols,is allto enabledhelp byusers yourunderstand investmentthe innew FileWave.managed state, not just survive the refresh event.

CommunicationFileWave 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 thealready key to ensuring that everyone understands their role in device management and can make the most of their technology.  With FileWave's tools, supported by clear, consistent and continual communication throughout the IT lifecycle, you can make sure that your organization will thrive.done.