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Why Train? The Importance of Technical Training in Corporate EnvironmentWhy Train? The Importance of Technical Training in Corporate Environment Life beyond Word Processing – “basic” applications now Life beyond Word Processing – “basic” applications now
include:include: Email (Outlook, Groupwise, Eudora)Email (Outlook, Groupwise, Eudora) Calendar (hopefully, electronic meeting requests in addition to Calendar (hopefully, electronic meeting requests in addition to
personal calendaring)personal calendaring) Document Management (DocsOpen, iManage)Document Management (DocsOpen, iManage) Contact Management (InterAction, Outlook)Contact Management (InterAction, Outlook) PDAs (Palm Pilot, Blackberry, Visor)PDAs (Palm Pilot, Blackberry, Visor) Intranet, Internet and Extranet useIntranet, Internet and Extranet use Imaging/Graphics (Adobe Acrobat, OmniPage scanning)Imaging/Graphics (Adobe Acrobat, OmniPage scanning) Financial Spreadsheet & Database (Excel, Access)Financial Spreadsheet & Database (Excel, Access) Docketing (both firmwide and practice specific)Docketing (both firmwide and practice specific) Billing & Financial Reporting (CMS, Juris, Carpe Diem, DTE)Billing & Financial Reporting (CMS, Juris, Carpe Diem, DTE) Specialty applications (practice group specific, e.g., Corporate Specialty applications (practice group specific, e.g., Corporate
Focus, Summation, Concordance, Vamoose for Immigration)Focus, Summation, Concordance, Vamoose for Immigration)
Why Train? The Importance of Technical Training in Corporate Environment (cont’d.)
Why Train? The Importance of Technical Training in Corporate Environment (cont’d.)
Learning the BasicsLearning the Basics Many users learned “on the fly”Many users learned “on the fly” Lack foundation in basic structure of Windows Lack foundation in basic structure of Windows
applicationsapplications ““Teach a person to fish . . . “ (e.g., Right-click is Teach a person to fish . . . “ (e.g., Right-click is
your Friend)your Friend)
Sophistication of many applicationsSophistication of many applications Applications have numerous featuresApplications have numerous features No one can independently become expert in all No one can independently become expert in all
applications and still do their client workapplications and still do their client work
Why Train? The Importance of Technical Training in Corporate Environment (cont’d.)
Why Train? The Importance of Technical Training in Corporate Environment (cont’d.) Good trainers empower usersGood trainers empower users
Knowledge to use tools efficientlyKnowledge to use tools efficiently Provide the highest quality serviceProvide the highest quality service Maximize their billable time opportunitiesMaximize their billable time opportunities
““How do I get the user to How do I get the user to useuse it?” it?” Review all featuresReview all features Focus on those most relevant for user’s workflowFocus on those most relevant for user’s workflow Educate users to work more effectively and Educate users to work more effectively and
demonstrate the relevance of new software to demonstrate the relevance of new software to their workflowtheir workflow
Firm gets greater value for technology Firm gets greater value for technology investmentsinvestments
Qualities of a Good TrainerQualities of a Good Trainer Effective interpreter Effective interpreter
Communicate with both the “Tech Geek” and “Joe Average”Communicate with both the “Tech Geek” and “Joe Average” Exceptional CommunicatorExceptional Communicator
Understand what the user seeks, not just what they askUnderstand what the user seeks, not just what they ask Speak in the user’s languageSpeak in the user’s language Make concepts come aliveMake concepts come alive
Supportive, positive and non-threateningSupportive, positive and non-threatening Poise & ConfidencePoise & Confidence
Clear message that user’s time investment will be worthwhile Clear message that user’s time investment will be worthwhile . . . then prove it!. . . then prove it!
Tenacious Tenacious Train at every opportunity. Train at every opportunity. Let the “brush-offs” roll off your back. Let the “brush-offs” roll off your back. Know when to retreat and wait for the next opportunityKnow when to retreat and wait for the next opportunity
Oh, yeah – Know thy cyberstuff! Oh, yeah – Know thy cyberstuff! Not easy to stay ahead of the curveNot easy to stay ahead of the curve
Elements Required for an Effective Training ProgramElements Required for an Effective Training Program Support from the topSupport from the top
Clear message from managementClear message from management ExampleExample: Meeting Planner use increased dramatically when : Meeting Planner use increased dramatically when managing partner replied to traditional emails about meetings by managing partner replied to traditional emails about meetings by stating, “My calendar is in Outlook.”stating, “My calendar is in Outlook.”
Element of both job description and performance Element of both job description and performance evaluationevaluation
Training encouraged for lawyers and staffTraining encouraged for lawyers and staff ResourcesResources
Training Room for hands-on work (away from work Training Room for hands-on work (away from work desk) with trainer’s computer projected for easy desk) with trainer’s computer projected for easy understandingunderstanding
Intranet site for materials & web-based trainingIntranet site for materials & web-based training Continued learning opportunities for training staffContinued learning opportunities for training staff
The Economy’s impact on an Effective Training ProgramThe Economy’s impact on an Effective Training Program
In Good TimesIn Good Times Firm investing in new technologyFirm investing in new technology Support for rolloutsSupport for rollouts
In Lean TimesIn Lean Times Opportunities to leverage existing technologyOpportunities to leverage existing technology Revisit the basicsRevisit the basics Consult with practice groups to optimize their use Consult with practice groups to optimize their use
of applications as a group (public calendars, of applications as a group (public calendars, intranet site development, InterAction folder intranet site development, InterAction folder development)development)
Different Kinds of LearnersDifferent Kinds of Learners Visual Visual - Learn through Seeing - Learn through Seeing
Learns well from reading manual and handoutsLearns well from reading manual and handouts Likes screenshots - "thinks in pictures"Likes screenshots - "thinks in pictures" Often notetakersOften notetakers
AuditoryAuditory - Learn through Hearing - Learn through Hearing Doesn't process written materials wellDoesn't process written materials well Understanding comes from interpreting the underlying meanings of Understanding comes from interpreting the underlying meanings of
speech through tone, pitch, speed and other nuancesspeech through tone, pitch, speed and other nuances KinestheticKinesthetic - Learn through Doing, Moving and Touching - Learn through Doing, Moving and Touching
Prefers hands-on approach Prefers hands-on approach Doesn’t make sense until they “do it myself”Doesn’t make sense until they “do it myself”
Does not handle lectures well Does not handle lectures well May have difficulty sitting for long periodsMay have difficulty sitting for long periods
SocraticSocratic - Q&A, Needs to Direct Learning (attorneys) - Q&A, Needs to Direct Learning (attorneys)
Source: www.ldpride.net/learningstyles.MI.htm (with exception of final point)Source: www.ldpride.net/learningstyles.MI.htm (with exception of final point)
What does this mean for trainers? What does this mean for trainers?
The key to increased retention is to involve your The key to increased retention is to involve your learners through interactive, participatory learners through interactive, participatory learning methods.learning methods.
Quoted from: Quoted from: The Reading RoomThe Reading Room, “How People Learn”, (April 1999), “How People Learn”, (April 1999)
Honor your learners’ individual styles:Honor your learners’ individual styles: Provide options for allProvide options for all Allow people to choose the manner that suits Allow people to choose the manner that suits
themthem Secretary who just listens rather than work Secretary who just listens rather than work
“hands-on” in brown bags (“hands-on” in brown bags (Auditory learnerAuditory learner)) Word Processor who transcribes notes in email to Word Processor who transcribes notes in email to
self during class (self during class (Visual learnerVisual learner)) Attorney who interrupts with questions Attorney who interrupts with questions
((Socratic learnerSocratic learner)) Allowable in one-on-oneAllowable in one-on-one Less possible in group circumstanceLess possible in group circumstance
Primary Training Needs WithinLegal EnvironmentPrimary Training Needs WithinLegal Environment New UserNew User Rollout of new applications and proceduresRollout of new applications and procedures Ongoing Skill EnhancementOngoing Skill Enhancement
Brown BagsBrown Bags Hands-on in classroomHands-on in classroom Demonstrations (either general or Practice Demonstrations (either general or Practice
Group presentations)Group presentations) One-on-One Sessions One-on-One Sessions
By appointment By appointment Trouble-shootingTrouble-shooting
Traditional Model (i.e., Live Trainer) Within Legal EnvironmentTraditional Model (i.e., Live Trainer) Within Legal Environment
AdvantagesAdvantages - Trainer can: - Trainer can: Adjust as necessary for individual skill levelsAdjust as necessary for individual skill levels ““Slant” examples to target audienceSlant” examples to target audience Assess progress and understanding for future sessionsAssess progress and understanding for future sessions Has “human touch”Has “human touch”
DisadvantagesDisadvantages:: Labor intensive for trainerLabor intensive for trainer Time demands and scheduling difficultTime demands and scheduling difficult Quality varies (Trainer turnover; We all have bad days)Quality varies (Trainer turnover; We all have bad days)
eLearning Model (Web/Intranet) Within Legal EnvironmenteLearning Model (Web/Intranet) Within Legal Environment
AdvantagesAdvantages:: Consistent qualityConsistent quality Convenience (especially for busy attorneys)Convenience (especially for busy attorneys) Learners can repeat modules as necessaryLearners can repeat modules as necessary Maximize limited training personnelMaximize limited training personnel Can support “live” curriculumCan support “live” curriculum
DisadvantagesDisadvantages:: Lacks “human touch”Lacks “human touch” Users can attend class when convenient - but Users can attend class when convenient - but will they? will they? May require user May require user more more time to learn if not well-designedtime to learn if not well-designed Lacks opportunity for Q&ALacks opportunity for Q&A On commonly used applications (Word, Outlook), difficult On commonly used applications (Word, Outlook), difficult
to address individual practice group needsto address individual practice group needs
“Out-of-the-Box” versus Personalized Modules“Out-of-the-Box” versus Personalized Modules A firm may combine “out-of-box” with in-house A firm may combine “out-of-box” with in-house
modulesmodules Out-of-box for basic knowledgeOut-of-box for basic knowledge In-house modules address unique needsIn-house modules address unique needs Maintain consistency between the two to ensure ease Maintain consistency between the two to ensure ease
of use and effectivenessof use and effectiveness Resources for out-of-the-box training:Resources for out-of-the-box training:
Lguide.comLguide.com - Only members can see full reviews ($250 per year) - Only members can see full reviews ($250 per year) (http://lguide.com/)(http://lguide.com/)
Click2LearnClick2Learn - has preview option. Also has division to create - has preview option. Also has division to create custom modules (http://home.click2learn.com/solutions/)custom modules (http://home.click2learn.com/solutions/)
The Training PlaceThe Training Place -(http://www.trainingplace.com/source/vendors.html)-(http://www.trainingplace.com/source/vendors.html)
Customized information specific to a group on their pageCustomized information specific to a group on their page Training home pageTraining home page
Links to new user training, brown bag handouts and computer Links to new user training, brown bag handouts and computer materials materials
Web-designed modules on softwareWeb-designed modules on software HandoutsHandouts (Word documents)(Word documents)
Printed versions get outdated, but kept current on webPrinted versions get outdated, but kept current on web Learners may not use if long and bulkyLearners may not use if long and bulky Bookmarks help find info quicklyBookmarks help find info quickly
FAQsFAQs Great opportunity to list those frequently asked questionsGreat opportunity to list those frequently asked questions
Emailed QuestionsEmailed Questions Trainers provide step-by-step answerTrainers provide step-by-step answer ALSO show link to answer on the Intranet (handout, FAQ, etc.)ALSO show link to answer on the Intranet (handout, FAQ, etc.)
Good for broad overviewsGood for broad overviews Awkward for quick answers or “step-by-step” needsAwkward for quick answers or “step-by-step” needs Presentations should be shortPresentations should be short Can be published as HTML (Version ’97 & higher, without Can be published as HTML (Version ’97 & higher, without
animation)animation) On Intranet, can be accessed quickly by other officesOn Intranet, can be accessed quickly by other offices
Screen capturesScreen captures (“mini-movies”) (“mini-movies”) Helpful for visual learners Helpful for visual learners
May be quicker to show than describeMay be quicker to show than describe Passive learningPassive learning Tend to run slow Tend to run slow
Many users lack the patience to sit and watchMany users lack the patience to sit and watch Can cause lengthy download for other officesCan cause lengthy download for other offices
Interactive modulesInteractive modules Allow users to both practice and observe at the same timeAllow users to both practice and observe at the same time
Online registrationOnline registration Classes, skills testing and class evaluationsClasses, skills testing and class evaluations
Resources for Online TeachingResources for Online Teaching
Eloquent: Eloquent: custom modules which include video, custom modules which include video, scrolling real-time text and interactive “do as you scrolling real-time text and interactive “do as you learn” area (www.eloquent.com)learn” area (www.eloquent.com)
MediaPro: MediaPro: customized courseware for your firm. customized courseware for your firm. Their free seminars are very worthwhile and low Their free seminars are very worthwhile and low pressure (www.mediapro.com)pressure (www.mediapro.com)
TutorPro: TutorPro: customizable courseware library allows customizable courseware library allows you to edit, amend and add to existing modules; you to edit, amend and add to existing modules; web-authoring tools; Student Management System; web-authoring tools; Student Management System; or they’ll write for you (www.tutorpro.com)or they’ll write for you (www.tutorpro.com)
DigitalThink:DigitalThink: Hosts and delivers eLearning content Hosts and delivers eLearning content via the Web (www.digitalthink.com/els/)via the Web (www.digitalthink.com/els/)
Training can be a major opportunity to:Training can be a major opportunity to: Help users increase billable hours Help users increase billable hours Enhance client service & satisfactionEnhance client service & satisfaction Leverage existing technology resourcesLeverage existing technology resources Ensure users have good foundation in Ensure users have good foundation in
technology basicstechnology basics Provide guidance & support through maze Provide guidance & support through maze
of software applicationsof software applications Decrease job stressDecrease job stress