Five tips for rolling out Internet Explorer 7

Computerworld - Unlike previous browser deployments, the switchover (notice I didn't say upgrade) to Microsoft's Internet Explorer 7 will be jarring for your users. You will definitely need a deployment strategy for how to handle the rollout of this version of the application. Here are some suggestions.

1. Put together a pilot user group. Select a group of users that are a mix of tech-savvy and non-tech savvy. Set up a blog on your portal or intranet site where they can easily log the issues they encounter as they plow through IE7. Let them know that no stumble is too small and they should log everything. What they report will be the basis for the next phase of your preparation.

2. Create a knowledgebase. I know it sounds ridiculous to create a knowledgebase for such a popular and supposedly basic application that your users have been exposed to for a while, but, trust me, you'll need it for IE7. The change in look and feel will cause the help desk lines to light up, let alone the actual new features such as open tabs (which allow you to keep multiple windows open simultaneously).

The knowledgebase should be well indexed so that users can input the vaguest of terms, such as "multiple windows" rather than "tabs," and still find answers. Expecting them to know the official feature names will lead to chaos. Understanding how your users refer to things will take some time, but pay attention to how they describe their problems when they call the help desk and use that terminology to populate the knowledgebase.

3. Lay the groundwork. Don't just do a weekend rollout and then have them come in on Monday and try to use the application. Even though Explorer is something they may be used to, this version will need some hand-holding. I recommend sending out some literature ahead of time announcing the intended switchover date and offering them a virtual tour of the product.

You can also use some of the information from Microsoft's site to explain the new features and get them excited about the updates. Think about how your users interact with the application and then mention benefits that will appeal to them. Poll your cross-functional pilot group to come up with those benefits.

For instance, if the call center often needs to switch between sites to gain information while a customer is on the line, they will appreciate the tabbed viewing feature. You'll also want to start finding corollaries for features that have changed so they know that functions they are used to are still available, just in a different way.