If I was preparing to roll out something, and that doesn't mean it has to be a blackberry, to 900 people... I would most likely take a group of about 15 people and do a little pre-rollout testing... take 1/3 of them and give them a 1 hour training session explaing all this, and a followup 1 hour session after they have used the device for a week. Take the next third and give them some customized help documents... kinda like a 1 page, double sided cheat sheet. Take the last third and give them nothing.
This is going to do a number of things... first it's going to allow you to see what the main tech support issues are going to be, which will allow you to be prepared. It will also give you a general idea of what you are going to have to do to prep your users for a rollout like this.
I think as a responsible admin, my first thing to do is to personally read every document that came with the device, you are responsible for the whole thing, you better know it inside and out. I would then make sure that my carrier(s) has given me access to everything, including their support teams to escalate issues to and as well to provide support for the network side of the devices. I would then make sure that my TSupport account was all setup and that I would have access to complete support from the manufacturer.
No offense to you, but for a rollout the size that you are talking, if you haven't done everything I have mentioned above, maybe you shouldn't be rolling these out.
You should be able to run a pilot group of users for 2-3 wekks and have a pretty good idea of what kinda things you are going to come up against. It will also allow you to work on your default policy too as people are always tempted to do things they aren't supposed to.
Originally Posted by PacketRat
Yes I am sure it is but I am looking at it from a user view. I have to make sure and take everything into consideration before I deploy these out to 900 users. How many will read the manual? maybe 10%. The rest will be calling the helpdesk. Now I can prep them with a here is why. When looking at the button the NUM shows up larger then the bottom part so looks like its the designated button. I still think its a bad idea. Maybe if it was smaller it wouldnt stand out so much.