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The Matter-Centric Guide to Microsoft Teams Prosperoware Best Practices

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The Matter-Centric Guide to Microsoft Teams Prosperoware Best Practices The Matter-Centric Guide to Microsoft Teams Prosperoware Best Practices Written by Sheetal Jain CTO & Co-Founder, Prosperoware With 20 million daily active users, according to Microsoft, Teams is the fastest growing product in Microsoft's history. Teams is an enterprise software targeted at improving organizational collaboration. It extends into a hub for other applications through its hundreds of connecters, bots, and tabs. These capabilities have transformed it into an irreplaceable platform for its users. Teams provides a myriad of benefits, starting from volume reduction of internal emails. At Prosperoware, we have seen a 70% reduction of email volume since using Teams as a primary internal communication platform in May 2017. This allows us and other organizations to focus the email inbox to important client correspondence. It also ensures that we do not miss crucial emails in a sea of internal chat and even lengthy banter sometimes. Also, Teams can be used to foster external collaboration with clients, vendors, and suppliers. Teams’ structure is quite straightforward, with three key objects: the Team, Channel, and Private Chat. • Team: is a top-level container. Think of them as a workspace. It can be created for a project, department, client, office, and committee, to name a few. Organizations can have up to 500k Teams in the platform with private or public security. Each Team the organization creates comes with a SharePoint site and an Office 365 group. Up to 5,000 people can be added into one Team, and one user can be a member of 2,000 Teams at any given time. • Channel: is the second-level container of the Team. Think of them as a folder in a workspace. Each Team can have up to 200 channels, with the General channel automatically created every time the organization starts a Team. The General Channel also has a folder in SharePoint, tabs, and a chat. All Channels created in Teams inherit their security from the Team they belong to. Organizations can also create up to 30 private Channels with different security from their top-level Team. • Private Chat: enables individual or group collaboration outside the Team or Channel. It is equivalent to Skype for Business. Individuals within the organization can create private chats with one or multiple people who are Teams users. Each private chat allows collaboration and sharing of content within the organization. Microsoft Teams enables e-discovery search through which organizations can collect relevant information from Teams, Channels, Private Chats, and files. It makes this process simpler by storing information in easily accessible places. Type Location Private Chat A Hidden Folder in User’s Mailbox Team Conversations Shared Mailbox Private Chat Files One Drive Teams Files SharePoint Site / Document Library Private Channel A Separate Site Collection Voice Mails User’s Mailbox Meeting Recordings Microsoft Stream 02 L-Whitepaper-02.29.2020 2020 Prosperoware, LLC prosperoware.com Teams also allows organizations to find out where their content is stored by offering geo-location choices for new tenants. This can be accessed by going to the Admin Portal in Teams and clicking on Data Location under Organization Profile. In addition to its structure and e-discovery capabilities, Teams offers integration with hundreds of out-of-the-box apps and bots to improve productivity. It can also display any website as a tab, making it easier to cross-link internal and external applications and sites. Some useful integrations might be: • Document Management System (DMS): enable organizations to view their projects / matters in parallel with Teams • Financial Management Systems: provide organizations with a quick overview into the financial status of a project / matter • CRM: display key client contact information • Project / Tasks Management Systems: currently supported out-of-the-box applications are Trello, Asana, Smartsheet, and many others. If not available as out-of-the-box, organizations can connect to any other project management system • Internal Systems: if the organization’s internal application is web-based, Teams provides effortless integration with any website through tabs. Challenges for the Legal Industry The legal and professional service industries are amongst the few industries with a large volume of concurrent projects. If each matter is a project, the number of matters in a given firm can be substantial. On average, a large law firm opens a few hundred to a few thousand matters in a month. Depending on the industry, a lawyer may be working on 10 to 500 matters in a year. This large volume of matters brings with itself a high need for improved collaboration. Teams has been able to partially address that need, but there are also several challenges along the way. This includes the ability to quickly provision automatically, complete bulk actions, or comply with data privacy & governance regulations. prosperoware.com L-Whitepaper-02.19.2020 2020 Prosperoware, LLC 03 The Right Mix of Teams Microsoft Teams is a horizontal product and comes as a out-of-the-box platform. Microsoft provides guidance and best practices on its structure, but organizations must rely on their imagination and experience to adapt it to their needs, the industry they work in, and the ability of their employees to use it appropriately. Depending on this level, training may be required to increase adoption. When an organization plans on deploying Teams, determining the right way to structure it becomes the first challenge they face. Deploying with Governance in Mind Evolving privacy & cybersecurity laws and regulations have a long list of requirements for organizations. All organizations need to adhere to these laws and regulations to avoid hefty fines due to negligence and potential breaches, which also threaten revenue and reputation. Organizations must minimize risk around their content which starts by designing processes with data privacy in mind. Deploying Microsoft Teams as a collaboration platform requires organizations to have set processes in place to protect personal data in projects. Setting these processes and applying governance principles across systems and platforms (including Microsoft Teams) can be a challenge for legal and professional service organizations. Provisioning Organizations need to provision Teams for their projects or clients. They either do this manually, using a tremendous amount of resources, or try to provision automatically through integrations with other systems. For example, when a project is created in the Billing System, it should also be provisioned within Teams. This automatic provisioning is currently possible within Teams, but requires PowerShell scripting, causing inefficiencies within organizations. Even when provisioned properly, Teams can sometimes have different names from the projects / matters or clients for which they were created. This causes confusion amongst users who have a difficult time identifying where their documents need to be placed for collaboration. It could lead to content being stored in the wrong location, increasing risk and liability for the organization. Metadata Organizations need to be able to search for their content quickly and easily. Teams has limited metadata functionality allowing organizations to search only by name and description of the Team. It does not enable custom fields or tags to associate Teams by client name, matter name, or department code, making it difficult to apply unified governance across systems. 04 L-Whitepaper-02.29.2020 2020 Prosperoware, LLC prosperoware.com Managing Users When organizations deploy Teams, they need to manually add users to different Teams and Channels. When a user is no longer with the organization, someone needs to manually remove them from the projects they were collaborating in. In large organizations, this can cause inefficiencies in resources. When users are disabled or removed, their personal chats become invisible, and some are even deleted. The messages users posted on a Team, Channel, or Chat are displayed as being received from an “unknown” user, making it difficult to understand who originally posted them. To avoid losing important content, many organizations manually preserve or copy user content to the relevant Team. The “unknown” user challenge gets complicated if that user was the owner of a Team. This person is the one who manages all aspects of the Team. If they are not within the organization, the Team becomes ownerless, weakening the governance of that Team. Bulk Updates Administrators and Power Users in Teams will need to apply bulk actions to multiple Teams or Channels at once. Even though Microsoft Teams has a robust set of APIs and PowerShell commands, this capability is severely limited or non-existent. If an administrator needs to bulk update names or security across multiple teams at once, they must use APIs to perform them. Security & Audit Microsoft Teams has a strong security model, but it has limited capability to automatically provision security or enforce it on an ongoing basis. To ensure compliance and security on a need-to-know basis, organizations must set security and report on it manually. Microsoft has enabled Information Barrier policies within Teams. This allows organizations to define information barriers as Office 365 policies. Microsoft will enforce these barriers when someone updates Team Membership or requests a Private Chat. With the exception of a Public Team, a user must be an explicit member of a Team to have access to it. But Teams does not support “exclusion” limiting a member’s ability to access certain content within the Team. Archiving When a project is closed, organizations can either hide the Team from the users’ list with the “Focus” feature, archive, or delete it. Administrators must manually archive the Team as there is no automatic way to do so. Teams does not integrate with a billing or matter management system to trigger automatic archiving once the project / matter is closed. Also, archived Teams count towards the 500k limit of Teams that an organization can have. While this is a high number and should be enough for some time, it could present an issue at later stages.
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