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Lizzie's avatar
Lizzie
Google Community Manager
29 days ago

[Community tips] What guidance do you provide with new devices?

 

Hello everyone,

 

I recently helped a family member set up their new phone (after their old one had a long and fruitful life 😃). It struck me how important it is to help, when needed, to guide someone through using a new device and highlight key features that they may be used to using (and any new ones). 

 

This made me think, this is a key area for work devices too and so I thought it might be interesting to hear how we do this across the community.

 

For example, do you provide documentation with step-by-step instructions, guidance on device usage and key information, or assistance when switching device types or operating systems? 

 

It would be great to hear any tips you have for supporting colleagues with new devices, plus anything that would make your life easier when creating useful resources.

 

Thanks so much,

 

Lizzie

App Management
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  • Moombas's avatar
    Moombas
    Level 4.1: Jelly Bean
    28 days ago

    Hey,

    hmm i think i need to seperate here private (as for your example) and work.

     

    Private: No guides are provided but onside help or via phone (this goes in my case for all technical stuff in near family) and in regarding PC also sometimes via remote control tools if needed.

     

    Work: For some things like enrollment, how to flash a device before enrollment to latest firmware or how to use the MDM system, we provide several guides and inside helpdesks and for the endusers they also create something for "best practice" in several use cases.

     

    But what we don't do is, if OS is changing to provide a guide about that. If there's a significant change they need to be aware of, they get informed by us via news. Ofc if guides needs to be updated because of that, we do so.

    But yet only our helpdesks needed to be informed about such stuff, not the endusers.