The 10 step communication plan

Transcription

1 The 10 step communication plan Follow these 10 suggested steps and you will be successful at launching the Specops password reset service. Step 1 Activity: Intranet texts explaining the service Suggested timing: Two weeks prior to launch Samples: Intranet text, Frequently Asked Questions text Launch of self-service password reset service We are launching a new self-service password reset service on <Insert date>.this service makes it possible for you to reset your own password (in the event that your forget it) and unlock your account (in the event that your account gets locked out). With so many passwords to remember, all of which are getting longer and more complex, it is normal to forget your password. With this service, you will no longer need to write down your password in order to remember it. As soon as you forget it, you can set a new one. This service is available 24 hours a day, 365 days a year, which means you can use it when you need it without calling the helpdesk. You need to enroll in the service before you can start using it. You can enroll by answering a number of secret questions. These questions and answers are stored securely and will be used to verify your identity when resetting your password. Enrollment is mandatory, which means after the launch of the service you will no longer be able to reset your password through the helpdesk. Enroll here! <Insert link to enrollment site> Once you have enrolled in the service, you can reset your password from: 1. Logon window. 2. External website. 3. Mobile application (Windows Phone app, Google Play, App Store). This password reset service is a great addition to our internal IT support services, says <Insert Name, Position>. Letting people reset their own passwords and unlock their own accounts saves time for our staff and IT colleagues. Once everyone enrolls they will see how easy it is to use, from anywhere, on any device. For more information, see Frequently Asked Questions <Insert link to FAQ>.

2 FAQ on intranet Q: What is the self-service password reset service? A: This service allows employees to reset their own domain passwords without needing help from the helpdesk. Q: Why do we need this service? A: This service allows users to change/reset their own passwords, regardless of time of day, location, or device. Q: Who can use it? A: Everyone in the company can use it. This is the way we will be handling password changes and account lockouts from now on. Q: When can I start using it? A: The service is live as of <Insert date>. You can enroll today via this <Insert link to enrollment site>. Q: Why do I need to enroll? A: You will need to enroll to be able to use this service. Q: How do I enroll? A: Once you have logged into your computer, you can enroll by following the system tray notification link to the enrollment page. Q: How do I reset my password? A: You can reset your password from the Password Reset page. You will need to answer the secret questions you had previously selected. You need to answer <Insert the number of question the user is required to answer> number of questions correctly to change your password. Q. How do I reset my password via SMS text message? From the Password Reset page, click Send Code and enter the code you received on your device into the Password Reset web page. Q: What if I forget the answers to the questions? A: Please contact the helpdesk. Q. I forgot my password and I have not yet enrolled in the self-service password reset service. How do I reset my password? A: Please contact the helpdesk.

3 Step 2 Activity: IT staff Suggested timing: Two weeks prior to launch Launch of new self-service password reset service Dear IT colleagues, We are excited to inform you that we will be launching a self-service password reset service on <Insert date>. This service makes it possible for all of our employees to reset their own domain passwords without contacting the helpdesk. What you need to know: Launching on <Insert date> Applies to all employees Mandatory enrollment Resets possible on logon screen, website, mobile app Launching this services means we are changing the way we handle account lockouts and password resets. Employees will be able to change their own passwords through the domain logon window, external website and mobile app. Enrollment is mandatory for all employees. We expect it to take some time for all of the employees to enroll and start using the new service but you can facilitate this process by directing employees to reset their own passwords when they contact IT. Users are identified through secret questions and answers, which is why enrollment is so important for the success of the service. Find out more about the service here! <Insert link to intranet page>

4 Step 3 Activity: to manager Suggested timing: Two weeks prior to launch Launch of password reset service Dear managers, We will be launching a self-service password reset service on <Insert date>. This service makes it possible for all of our employees to reset their own passwords without contacting the helpdesk. We ve chosen this service because it delivers substantial time and cost savings for our company. What you need to know: Launching on <Insert date> Applies to all employees Mandatory enrollment Managers enforce enrollment Enrollment is mandatory for all employees. You have an important role to play in getting your employees to enroll in the service as soon as possible. Discuss the importance of the service and enrollment at your next team meeting. Refer to the FAQ page <Insert link to intranet page> for more information. Communication activities: 1. to all staff today. 2. to all staff on launch day <Insert date> 3. to all staff one week post launch date <Insert date> Contact <Insert Name, Position> if you have any questions about the new service or your role in making it a success.

5 Step 4 Activity: to all users Suggested timing: Two weeks prior to launch IT news: Launch of password reset service Dear employees, We will be launching a self-service password reset service on <Insert date>. This service makes it possible for you to reset your own password, by answering a number of secret questions, without contacting the helpdesk. We have chosen this service to minimize the frustration people experience with forgetting their passwords and getting locked out of their accounts. What you need to know: Launching on <Insert date>. Available 24/7 to reset passwords. Must enroll to use the service. Enrolling is answering a number of secret questions. The questions and answers are stored securely so that the next time you need to change your password, you will be asked the same questions. By answering correctly you identify yourself to the service and you can reset your password. Enrollment is mandatory. After the launch of the service you will no longer be able to reset your password through the helpdesk if you have not enrolled in the service. Enroll today through <Insert link to intranet page>. We ve published more information about the service here <Insert link to intranet page>.

6 Step 5 Activity: Team meetings held by managers (skip this step if this is not applicable to your organization) Suggested timing: Two weeks prior to launch Sample: We recommend a few slides, short fact sheets, or talking points for mangers to present to their employees at their regular meetings. What? The self-service password reset service makes it possible for you to reset your own password without contacting the helpdesk. When you forget your password or get locked out of your account, you can identify yourself by answering a number of secret questions and resetting your password. Who? Everyone in the company is expected to use the service. When? The service will launch on <Insert date>. Where? You can enroll today through <Insert link to intranet page>. Why? The service provides time and cost savings. How? You need to enroll in the service in order to use it. You can enroll in the service by answering a series of secret questions. These questions and answers are stored securely so that the next time you need to change your password you will be asked the same questions. By answering correctly you identify yourself to the service and can reset your password. You will be able to change your password from your logon screen on your computer, through any device from the website or through a free mobile app that you can download from App Store, Windows Store or Google Play.

7 Step 6 Activity: to IT staff Suggested timing: Day of launch Password reset service is live Dear IT colleagues, We have launched the self-service password reset service today. It is now possible for all of our employees to reset their own domain passwords without contacting the helpdesk. What you need to know: Service is launched Applies to all employees Enrollment is mandatory Resets possible on logon screen, website, or mobile app We expect that it will take some time for all of the employees to enroll and start using the new service but you can help this process by directing employees to reset their own passwords when they contact IT. Users are identified through secret questions and answers, which is why enrollment is so important for the success of the service. Find out more about the service here <Insert link to intranet page>.

8 Step 7 Activity: to all staff Suggested timing: Day of launch Password reset service is live The self-service password reset service is live. From now on you can reset your own password in the event that you forget it, or get locked out. You will no longer need to contact the helpdesk to reset your password. You need to enroll in the service before you can start using it. You will enroll by answering a number of secret questions. These questions and answers are stored securely so that the next time you need to change your password you will be asked the same questions. By answering correctly you identify yourself to the service and can reset your password. Enrollment is mandatory, which means after the launch of the service you will no longer be able to reset your password through the helpdesk. Enroll today through <Insert link to intranet page>. We ve published more information about the service here <Insert link to intranet page>.

9 Step 8 Activity: to managers Suggested timing: One week post launch Enroll in password reset service It s been one week since we launched our new self-service password reset service that makes it possible for employees to reset their own passwords. Enrollment has been great and we now have <Insert percentage> percent of all employees enrolled. We need to reach 100 percent enrollment to achieve the time and cost savings that have been projected with this service. What you can do today: Enroll if you haven t already. Talk to employees emphasize the importance of enrolling in the service and how much easier it will be for them in the event that they forget their password. Be a leader lead by example and talk to your employees and colleagues about the enrollment process.

10 Step 9 Activity: to all users Suggested timing: One week post launch Enroll in the password reset service today Have you enrolled in the new password reset service yet? Enrollment takes just five minutes and it means you never have to wait for the helpdesk to unlock your account or change your password again. You ll be able to do it yourself any time of day, when you need it. It s that simple. Enroll by visiting <Insert link to intranet page> and answering the secret questions. The next time you forget your password or get locked out you will be prompted to answer the same questions. By answering correctly you identify yourself to the service and can reset your password.

11 Step 10 Activity: Article in employee magazine/intranet Suggested timing: Post launch Simple password resets The launch of the self-service password reset service means colleagues can change their own passwords. There s no need to call the helpdesk or wait for help from IT staff. This sounded too good to be true so we put the new service to the test to see if it delivers what it promises. The tester: <Insert Employee Name, Position> The test: Enroll with the service and try to change your password every day for three days. Enrollment: I started off by following the link in an to the enrollment site. I plugged in my username and was asked to answer the secret questions. There were some of the same ones I use for my bank, but also some new ones that made me think a bit. The enrollment took about four minutes in total. First experience: For my first attempt to change my password I started up my computer in the morning and searched for Change Password from my computer. I was immediately led into the same questions that I answered before. After answering the questions, I created a new password and used it to log on to my computer. OK, this was very easy. Second experience: On the second day I wanted to recreate a real situation, so I forgot my password. I typed a bunch of different passwords until my account was locked. This is extremely frustrating when you are so certain that you are using the right password. I was immediately presented with my secret questions. After answering all of the questions, I was able to set a new password. Simple. Third experience: For my final try I wanted to get a little more creative. I downloaded the free mobile app for password resets to my smartphone. You need to search for Specops Password to find it in App Store, Windows Store or Google Play. From the app, I changed my password. I put in my username and had to answer the same questions again. I chose a new password in the app and then tried it out to log onto my PC. The moment of truth was before me. Would it work or would it kick me out? It worked!