The following defines the letters L, M, and H in the preceding table:

L = Low Investment Strategy: With the low-investment strategy, you can make training and education resources available to users by posting the resources on an intranet site and sending awareness emails that include links to the intranet site. Quick Reference Cards, frequently asked questions (FAQ), and how-to videos are generally sufficient for the low-investment strategy. An example of when to use the low-investment strategy is when training information workers to use the presence and instant messaging (IM) workload. Because presence and IM is not a new technology and is generally easy to use, information workers typically won’t require extensive training and resources for this workload.

M = Medium Investment Strategy: With the medium-investment strategy, you can make training and education resources available to users by posting the resources on an intranet site and sending awareness emails that include links to the intranet site. The medium-investment strategy also recommends self-paced or instructor-led training but does not require it. For example, for an early adopter, an hour of self-paced or instructor-led training is highly recommended, although not required for all workloads.

H = High Investment Strategy: With the high-investment strategy, users are given access to all user education and training resources, including Quick Reference cards, FAQ topics, and how-to videos and articles. In addition, a trainer or training team spends one-on-one time with individual users. Each user typically receives an hour or more of one-on-one training. For example, we recommend a high-investment strategy for administrative assistants who are using Microsoft Lync 2010 Attendant to handle calls on behalf of others to ensure that they are comfortable with the devices and software. Also, it's a good investment to spend one-one-one time training high-level executives, who don’t have a lot of time whose communications are critical.