As part of the Bluewave/Teamstudio workshop, we issue lend devices (iPod touches and Androids) to attendees while they connect to our server for setup. I recommended that the delegates use the device they are least used to. Result? A lot of cursing and frustration.
iOS device users had a tough time getting traveler installed and up and running on Android. Mostly is was droid OS knowledge (or lack of) related. Android users had the same issues with the iPods. These are technical people, smart people. They all appreciated the opportunity to do this, and it most definately opened their eyes on seemingly “simple” software.
Now imagine normal people. One attendee said that even with self service documentation, they are only achieving 50% success without assistance from support desks. Considering the explosion of mobile devices, this will be a serious impact on your FTE resources.
Do absolutely everything to assist self help in advance of deployment. Consider really good documentation, emulation software for testing (for yourselves) and automate the process as much as possible. As you scale up in number of devices, the financial cost of Mobile Device Management products will become more and more justified.