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The Google Guides Program: Peer-To-Peer Support For Your G Suite Launch
The Google Guides Program: Peer-To-Peer Support For Your G Suite Launch
With this program, you give early access to G Suite to a representative group of your employees, and
provide them with training and support. As new G Suite experts, your Google guides serve as first line of
support as you roll out G Suite to the rest of your organization.
Based on our customers’ experience, Google guides can make user adoption more rapid and seamless
and reduce the support load on IT and Help desk staff. This program is recommended for medium to
large organizations and works best if you have an IT department and designated training coordinator.
Customers typically reported that their Google guides were highly effective during transition to G Suite.
Since Google guides understand their peers’ workflows, they provide more targeted, personal help. Your
IT staff can focus on more pressing support issues instead of handling the same "How do I...?"
questions.
You start your Google guides program before you roll out G Suite to your entire organization.
We suggest you start your planning as early as possible so you have time to recruit and train your
guides.
Tip: See the Going Google Change Management Guide, page 43, for detailed information about creating
your Google guides program.
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Tips for recruiting Google guides
● Choose a representative sample of users from across your organization and be sure to include:
○ Administrative assistants
○ Help desk/Support personnel
○ Employees in different departments or business lines
○ Employees at offices in other countries who speak the local language
● Include employees who are not "power users" of your current email platform. That way, you can
more accurately gauge the level of support required for the entire organization. Also, as these
employees become expert users, they can demonstrate their speedy success with G Suite.
● Consider recruiting more than your required number of Google guides, as some participants may
drop out due to other commitments that may arise.
● Remember that good Google guides candidates are typically eager to participate. Also, invite
employees who already use Gmail, Google Drive, and other G Suite products outside of work.
They’ve know both G Suite and your current environment.
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Step 3: Plan training for your Google guides
After you gather your list of Google guides, it's time to plan their training. Some suggestions and
resources:
● Visit the G Suite Learning Center. You’ll find user guides for switching from Microsoft Outlook and
IBM Notes to G Suite, as well as quick start guides for Google Calendar, Drive, and other products.
Also popular: G Suite expert tips and Transformation gallery. Your staff can see examples different
industries and department using G Suite in their business.
● Create an internal training site for your organization using Google Sites. It’s fast to set up and
doesn’t require any coding. Include links to the G Suite Learning Center, support information, and
any customized training guides.
● Consider talking to a G Suite training partner. They can help develop your training site or deliver
training.
Other companies have created mailing lists or G+ communities for their Google guides to share
questions, suggestions, and tips with each other. As the go-live date approaches, train your guides on
the common questions their peers may ask.
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Step 6: Gather feedback from your Google guides
Here's your opportunity to get early feedback about what your users find easy or challenging about their
transition to G Suite. You can use this information to update your training materials, adjust your
deployment process, and fully prepare for the larger deployment.
Step 7: Launch your Google guides on your go-live day and beyond
Set up your Google guides to support their colleagues on the day your organization transitions to
G Suite.
● Prepare your guides: Tell them about the go-live schedule, their role and responsibilities, and how
to work with your IT Support team. Encourage guides to check in with their colleagues and walk
through their work area throughout your go-live day.
● Make your guides visible. For example, post “Google guide” at your guides desks. If your budget
allows, you can purchase Google T-shirts and items at the Google Merchandise Store (USD $ or
GBP £ and EURO €). You can also set up an office or area for employees to visit for help (popular
for setting up mobile devices with G Suite).
● After your go-live day: Google guides can their support by participating ongoing education and
sharing updates about the services. Let your Google guides know how long you’ll need their
assistance (e.g. for 2 weeks following go-live). You may also ask a few Google guides to serve as
contacts for new product releases, feedback, and advanced training.
Quick recommendations
Choose a program manager to manage your Google guides recruiting, training, and communications.
Send a recruitment email to managers and supervisors.
Find guides who want to participate — volunteers are ideal.
Recruit 1 or 2 guides per department, region, or office.
Include a sample of the different user types in your organization.
Provide training and support for guides as they learn the new services.
Use the G Suite Learning Center to help train your guides.
Communicate with your guides and prepare them for the go-live date.
Additional resources
● Find more Google guides information on page 43 of the Going Google guide.
● See the change management resources at the G Suite Setup Site.