When it comes to implementing ExchangeDefender e-mail sanitation and continuity services there are a few steps that need to be taken to prepare the client for the forthcoming changes.
Keep a Report or Two
Keep a report or two in a folder in the e-mail client to show to the client’s users. It then becomes a one click process to show users how to gain access to their ExchangeDefender management portal.
We demonstrate how to whitelist an address or domain and how to set automatic encryption for e-mail recipients or the recipient’s domains.
We tend to run through a training process with key people in the organization a few days or a week before the actual implementation. Then when it comes time to demonstrate ExchangeDefender features to users a day or so before implementing ExchangeDefender services the key people will be a lot further along the learning curve and thus be a front line for many straight forward questions.
E-mail Volume
It is a good idea to go over with users how the volume of e-mail they are receiving will decrease quite substantially once the ExchangeDefender service is implemented.
It is also _very_ important to make sure that they know that once the services are online some of the folks that they normally correspond with may drop off the map so to speak. This may happen because the sender’s e-mail server IP may be on an RBL somewhere on the Internet. This explanation will tie into a discussion on whitelisting e-mail addresses and'/or domains.
Encrypt an E-mail
Encrypt an e-mail to a Hotmail or other e-mail account accessible while at the client’s site to demonstrate how to receive an ExchangeDefender encrypted e-mail. It is a good idea to do this ahead of time so that all we need to do is fire up our cell modem and retrieve the encrypted content.
We make sure to point out how HTML based signatures with images and code in a source e-mail will get distorted when the receiver goes to open the encrypted e-mail. A simple signature for encrypted e-mail is a recommendation that we make.
Camtasia Capture
Produce a few client specific Camtasia captures of the ExchangeDefender services being used by a test e-mail user on the client’s domain so that the names are familiar to users that will make reference to the videos at a later time.
Conclusion
In the end, we find that users have a great service experience when we take the time to make sure that users are prepared for the coming changes, have a good idea of how to use the system from get-go, and know that they have someone to turn to with any questions.
Philip Elder
MPECS Inc.
Microsoft Small Business Specialists
Co-Author: SBS 2008 Blueprint Book
*Our original iMac was stolen (previous blog post). We now have a new MacBook Pro courtesy of Vlad Mazek, owner of OWN.
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