© 2002 Perkins Coie LLP Comprehensive Training – Putting It All Together Presented to: LawNet by:...

© 2002 Perkins Coie LLP© 2002 Perkins Coie LLP

Comprehensive Training – Putting It All Together

Comprehensive Training – Putting It All Together

Presented to: LawNetPresented to: LawNetby: Honora M. Wade, by: Honora M. Wade,

Technical Training ManagerTechnical Training ManagerPerkins Coie Perkins Coie LLPLLP

February 12, 2002 - SeattleFebruary 12, 2002 - Seattle February 19, 2002 - Portland February 19, 2002 - Portland


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.)


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




Use it or lose it! Use it or lose it! Rarely used features fade from memoryRarely used features fade from memory

E.g., mail merge, linked formulas, PowerPoint E.g., mail merge, linked formulas, PowerPoint animation animation

Users rely on quick & expert consultationUsers rely on quick & expert consultation

Customized networked applications Customized networked applications Templates, internal email groups, document Templates, internal email groups, document

managementmanagement Users need training on how Users need training on how this companythis company

implements theseimplements these



Why Train? The Importance of Technical Training in Corporate Environment (cont’d.) New Versions = “Constant Change”New Versions = “Constant Change”

1-2 new versions per year1-2 new versions per yearPreviously, 1 release every 2-4 yearsPreviously, 1 release every 2-4 years

Users must adapt to “constant change” Users must adapt to “constant change” Trainers identify new featuresTrainers identify new features

Changes, cautions, and advantagesChanges, cautions, and advantages Impacts on internal proceduresImpacts on internal procedures Software allocation decisions (Adobe Acrobat)Software allocation decisions (Adobe Acrobat) Recent developments in workflow (e-Filing)Recent developments in workflow (e-Filing)

Buggy? Sometimes!Buggy? Sometimes! Identify and address bugs Identify and address bugs beforebefore they strike! they strike!



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)


Retention Rates by Style of TeachingRetention Rates by Style of Teaching

0

10

20

30

40

50

60

70

80

90

100

Reading

Practice

by Doing

Lecture

Discussi

on Group

Audio Visu

al

Demonstr

ation

Teaching O

thers

Immed

iate applic

ation of

learn

ing in a re

al situatio

n

Vulcan M

ind Meld

Vulcan M

ind Meld

(d

on’t they

wish

!)

(d

on’t they

wish

!)

Source: ReproLineSource: ReproLine®® – The Reading Room 4/99 – The Reading Room 4/99 with exception of final item with exception of final item


RETENTION RATES (cont.)RETENTION RATES (cont.)

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)

I hear and I forget,I hear and I forget,

I see and I remember,I see and I remember,

I do and I I do and I understandunderstand

- Confucius- Confucius


Balancing Retention Rates andLearning StylesBalancing Retention Rates andLearning Styles

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

Law firms have very customized network Law firms have very customized network applicationsapplications

TemplatesTemplates Unique styles, toolbars, macrosUnique styles, toolbars, macros Highly integrated additional applicationsHighly integrated additional applications

Document Management Document Management (DocsOpen, iManage, ProLaw, VIEWz)(DocsOpen, iManage, ProLaw, VIEWz)

Compare software Compare software (CompareRite, DeltaView)(CompareRite, DeltaView)

Rolodex Applications Rolodex Applications (InterAction, Access databases)(InterAction, Access databases)

Specialty Software and unique proceduresSpecialty Software and unique procedures


“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)


Online Teaching Approaches/FeaturesOnline Teaching Approaches/Features Intranet Intranet

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.)


Online Teaching Approaches/FeaturesOnline Teaching Approaches/Features PowerPointPowerPoint

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/)


Resources for Online Teaching(continued)Resources for Online Teaching(continued)

In-house Module ToolsIn-house Module Tools FrontPage FrontPage - -

Very WYSIWYG and easy for Microsoft usersVery WYSIWYG and easy for Microsoft users DreamweaverDreamweaver - -

Web-page software for more sophisticated userWeb-page software for more sophisticated user Snag-It, SnazziCamSnag-It, SnazziCam or or 20/2020/20 - -

Grabbing screenshots and “mini-movies” (20/20 is Grabbing screenshots and “mini-movies” (20/20 is freeware)freeware)

PhotoShopPhotoShop - - Image editing tool useful for creating and editing Image editing tool useful for creating and editing logos, etc.logos, etc.

ISP.comISP.com - includes a review site for web-design - includes a review site for web-design softwaresoftware


The bottom lineThe bottom line

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


ADDITIONAL RESOURCESADDITIONAL RESOURCES

http://depts.washington.edu/catalyst/method/http://depts.washington.edu/catalyst/method/learning_styles.htmllearning_styles.html

http://www.internettime.com/itimegroup/http://www.internettime.com/itimegroup/learning.htmlearning.htm

http://www.hcc.hawaii.edu/intranet/committees/http://www.hcc.hawaii.edu/intranet/committees/FacDevCom/guidebk/teachtip/assumpts.htmFacDevCom/guidebk/teachtip/assumpts.htm

http://www.fortune.com/sitelets/sections/fortune/http://www.fortune.com/sitelets/sections/fortune/edu/2001_05elearning.htmledu/2001_05elearning.html

http://www.wbtsystems.com/http://www.wbtsystems.com/ http://www.centra.com/http://www.centra.com/

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