--- path: onboarding/admin-onboarding/phase-4-activation.mdx title: "Phase 4: Communication and activation" sidebar_label: "Phase 4: Activation kit" sidebar_position: 6 slug: phase-4-activation pagination_next: null pagination_prev: null description: >- Passwork rollout Phase 4: internal communication strategy, employee activation email sequence, help desk preparation, and the Activation Kit for smooth organizational adoption. keywords: - Passwork - activation - communication - rollout - email sequence - adoption - help desk - training - phase 4 --- --- **Estimated time:** ~1 hour to prepare materials; communication runs over 2–4 weeks **Responsible:** Project lead, Help desk Lead, Executive sponsor **Outcome:** All users are notified, guided through onboarding, and have a clear point of contact for support. ## 4.1 Communication strategy A structured communication sequence reduces help desk volume and improves adoption rates. Users who receive clear, step-by-step guidance are more likely to complete onboarding and less likely to ignore the invite. ### Recommended sequence | Timeline | Communication | Audience | Channel | |----------|---------------|----------|---------| | T−7 days | Announcement: "Passwork is coming" | All users | Company email / intranet | | T−3 days | Manager briefing | Department managers | Meeting or email | | T+0 (launch day) | Invite email + Email 1: Welcome | All users | Passwork invite + email | | T+2 days | Email 2: Security (2FA setup) | All users | Email | | T+5 days | Email 3: Daily use (autofill, generator) | Users who activated | Email | | T+10 days | Email 4: Team collaboration | Users who activated | Email | | T+14 days | Follow-up to non-activated users | Users who did not activate | Email (from manager or IT) | ### Pre-launch announcement Send a brief announcement one week before launch explaining what Passwork is, why the organization is adopting it, and what users should expect. Include: - What Passwork is and why the company is using it - The launch date - That users will receive an invite email - Who to contact with questions Having an **executive sponsor** send or co-sign the announcement increases response rates. --- ## 4.2 Activation kit The **Activation kit** is a collection of materials that help users complete onboarding without requiring IT support at each step. | Material | Description | |----------|-------------| | **Member onboarding guide** | Link to the [Member onboarding](../member-onboarding/intro.mdx) section in this documentation | | **Manager onboarding guide** | Link to the [Manager onboarding](../manager-onboarding/intro.mdx) section | | **Email sequence** | 4 pre-written emails (see [Email templates](./email-templates.mdx)) covering welcome, 2FA setup, daily use, and team collaboration | | **Quick reference card** | One-page PDF summarizing the 5 onboarding steps for end users (create at your organization) | | **FAQ** | Common questions and answers, prepared based on pilot feedback | | **Support contact** | Dedicated email or Slack channel for Passwork questions during rollout | --- ## 4.3 Prepare the help desk Brief your help desk team before the launch wave so they can respond confidently to user questions. Cover these topics in the help desk briefing: - How to find the Passwork URL - How to accept an invite and complete registration - How to set up 2FA (TOTP app and hardware key) - How to install and connect the browser extension - How to reset a local Passwork password (not the master password) - What to do if a user loses their master password - How to request access to a vault :::danger master password recovery The master password cannot be recovered by IT staff when client-side encryption is enabled. If a user loses their master password, they lose access to their encrypted private key. The only resolution is to re-initialize their account and re-grant access to all vaults. Communicate this clearly to users during onboarding. ::: ### Help desk escalation path | Issue | Resolution | |-------|------------| | Cannot receive invite email | Check spam folder; verify email address with IT; verify mail service settings | | Forgot Passwork login password | Admin resets via Settings → Users → User profile → Authentication | | Forgot master password | Account must be re-initialized; **all private vault content is permanently lost** | | Cannot see expected vault | Manager or admin grants access to the vault | | 2FA app device lost or replaced | Admin opens the user profile → Authentication → click **Reset** next to the 2FA method. After reset, the user sets up 2FA again on their next login. | | Passkey lost | Admin opens the user profile → Authentication → click **Reset** next to Passkey. User adds new passkeys after signing in with their password. | | Browser extension not connecting | Verify the Passwork server URL; check VPN/network access; ensure the user has extension permissions in their role | --- ## 4.4 Track activation progress Monitor onboarding progress through the Passwork admin panel during the rollout: 1. Go to **Settings and users → Invites** and check for users who have not yet accepted their invite. 2. Or go to **Settings and users → Users** and filter by **Status: Unconfirmed** to see users who are not activated yet. Follow up with non-activated users and department managers for stragglers after the two-week mark. --- ## Phase 4 completion criteria - [ ] Pre-launch announcement sent - [ ] Manager briefing completed - [ ] invite emails sent to all target users - [ ] Email sequence scheduled or ready to send - [ ] Help desk briefed with FAQ and escalation path - [ ] Activation progress reviewed at day 7 and day 14 - [ ] Follow-up sent to non-activated users Proceed to [Phase 5: Monitoring and ongoing management](./phase-5-monitoring.mdx).