Communications plan

Developing a communication plan that advises end-users well in advance of the upgrade and what to expect when the new version of the software is up-and-running is an important step. This can help reduce call volume from concerned end-users following the upgrade, and set expectations for what they can and can not do during the upgrade window. Ensure that you notify your help desk so that they know how to handle calls from any users who still have questions or concerns. The nature and amount of end-user or even product administrator communication required will depend on whether the new version of the software has changed the user interface in a dramatic way, significantly altered or added new functionality.

This could include telling users that the web interface will not be available during that time; however they can still reset their passwords directly on the target systems if necessary. You could also need to advise users that their passwords may not be synchronized automatically when changed directly on the target systems, and advise them that they can re-synchronize their passwords at a later time.

Ensure that you notify your help desk so that they know how to handle calls from any users who did not get the first messages.