Future of Training and Support (1) -...
Transcript of Future of Training and Support (1) -...
Out of Oblivion:Future of Training and Support
Hashtag: #USSPG1
HOUSEKEEPING
• Please set your mobile devices to silent mode
• This session is being recorded
• Live Q & A session (if time allows)
• Polls and online Q & A : http://ilta.cnf.io
• Session Survey
POLL
Do you feel that your current Training and Support program is
effective?
http://ilta.cnf.io
We’ve Come a Long Way Baby!
INTRODUCTIONSSession Synopsis
Just like eight‐track tapes, traditional classroom training is headed for oblivion! Future training strategies need to include options that are convenient, interactive and, yes, cool. Here we’ll explore technologies being used to keep training relevant. Bring your training war stories and suggestions as we look at the evolution of training over the next 10 years.
OMG…Styles AGAIN
INSTRUCTOR‐LED
R.I.P
IT Trainer at Wiley Rein2014 Conference Committee Member
User Support Peer Group Committee MemberTechnology Trainer over 18 years.
@KishaMinor
Host:Kisha MinorLegal IT [email protected]
Darné has been with Phelps Dunbar for 35 years. She became the Firm’s first IT Trainer in 1984, and today Darné and her of staff of 10 provide User Support and Training for 11 offices in the
United States and London. @Darne_Giese
Presenter:
Darné GieseIT Support Services & Training Manager,
Presenter:
Donna PayneCEO, [email protected]
CEO and Founder of PayneGroupAuthor of 13 books on Microsoft Office
ILTA Vendor Thought Leader of the Year Recipient 2013ABA Lifetime Achievement Award for Software and Publishing
@Donna_Payne
Created the TutorPro 360° Courseware DesignProvides Custom Assessments and Assessment Strategies
Developed the the Suffolk Flaherty Legal Tech AuditDeveloped the Suffolk Flaherty Legal Tech Audit – Law School EditionManages Support, Training, Implementation, Courseware Design &
Development
@TutorProLtd
Presenter:Robin Murphy General Manager, TutorPro [email protected]
Tony has been a member of the Bryan Cave Training Team for over 16 years, specializing in instructional design and e‐learning
development.
@TLHartsfield
Presenter:
Tony HartsfieldRegional Team Lead, Learning Systems, Bryan Cave
Recap:Evolution of Legal Software Training
Documentation Overload
Self‐Study Instructor‐Led
What is the Catalyst for Change?
Generation Z
New AudienceMulti‐generational learners
Different learning styles and preferences
Generation X Baby BoomersMillennials
…and LAWYERS!
Other Catalysts?
Dynamics Within Firms
• Emergence of Laptops, Smartphones, Tablets
• Lawyers Holding Lawyers Accountable (Technology Policy Compliance)
• Employee Aging and Retirement
• Reduction in Support Staff
• Dictation Translation Software
Client Driven Demands
• Client Portals/Collaborative Sites
• Billing Accountability
• Tech Audit
Emerging Technologies Used Within and Outside of Legal
MOBILE LEARNING (mLearning)Square Peg…Round Hole….
A change in technology requires a change in delivery, thought and practice!
mLearningThe BIGGEST challenge
Multitudes of devices!
• Support• Operating Systems• Display Sizes• Personal vs. Business• Keeping Software Up‐To‐Date• Security Risks
What’s in your ILTA bag?!?
Who gets mobile devices?Is this a select group of users?
• Mobile Content must be device appropriate
• Mobile Content must be audience appropriate
ContentWhat KIND of content do you need?
• Interactive• Learning? Testing?• Tracking• Audio• Video• PDF/ePub
Let’s CompareYes, the device DOES matter!
http://www.youtube.com/watch?v=omJUZdgA8wg&sns=em
Yes, it plays on a mobile device.
How is your super hero vision?
Get Real!Look at your mLearning materials ON a mobile device!
http://youtu.be/nli7jmI1gRM ‐Accounting tutorial
http://legaltalknetwork.com/podcasts/digital‐detectives/2012/09/metadata‐what‐you‐cant‐see‐can‐hurt‐you/Podcast
Create FOR a Mobile DeviceThis impacts your design and topic choices
Topics…Mobile Apps
Topic Ideas
Keeping Apps Up To Date Backing Up Your Device Working with Mobile Applications – Office 365 Using Lync on your iPad Mobile DMS Features Security Awareness Preparing for Foreign Travel – What you should turn off! Using the LMS App Using the Firm App Mobile Device Usage and Terms Soft skills – Management, Working with Difficult People, etc.
Content Delivered...
• Online
• Open to Anyone
• Accessible from Anywhere (with Internet Connectivity)
• No Limit to Number of Participants
• Often Free of Charge
Early Distance Learning
1911
1935
CORRESPONDENCE COURSES
Stanford University Originhttp://www.coursera.org
Stanford University OriginFocus on Tech Skillshttp://www.udacity.com
MIT & Harvard University Originhttps://www.edx.org
MOOCThree Major MOOC Providers
• Videos – Lectures, How‐to’s
• Online Forum & Polls
• Suggested Readings ‐ Articles, Blogs, etc.
• Exercises and Quizzes
• eLearning Modules
• Class Resources Library
• Mobile App for IOS & Android (some MOOC providers)
What’s in a MOOC?
MOOC
SAMPLE
MOOC
SAMPLE
MOOCOther Resources
Courses Created By:• College Professors• Individual Experts• Corporate Learning Professionals
• Different Learners with Different Needs
• Education Customized for the Learner
• Match Instructor Expertise to Learner Demand
• Scale Instructor Resources
• Self‐Paced Learning
• Mobile Learning
• Private Learning without Isolation
Why MOOC?
MOOCs in Business Environment
• Attract Talent for Hiring
• Marketing to Attract Customers
• Onboarding
• Develop Skills
How Are MOOCs Used?
MOOCs in Legal EnvironmentMOOC vs. SPOC
MASSIVE OPEN Online Course vs. SMALL PRIVATE Online Course
• Open Access MOOCS to Supplement Learning Program:• In‐House Course Not Available• Preview Content Pre‐Rollout
• Internal MOOCs:• Alternative to Virtual & Instructor‐Led Classes & eLearning• Protect Proprietary Information/Data• Leverage Instructor Resources/Save Travel Costs• Consistent Message Delivered• Encourage Peer Interaction• Peer‐to‐Peer Interaction Beyond Office Location
MOOC – How Do I Find a Course?
• MOOC‐List.com – Directory of MOOC Courses from Multiple Providershttp://www.mooc‐list.com/
• Class‐Central – Collection of MOOCs from Multiple Providershttps://www.class‐central.com/
• Mooc.ca – Directory of MOOC Providershttp://mooc.ca/
• Online‐Learning.FindTheBest.com – List of MOOC Providershttp://online‐learning.findthebest.com/
• MOOC.org ‐ edX & Google Partnershiphttp://mooc.org/
• Udemy for Organizationshttps://www.udemy.com/organizations/
• edX – XSeries Courses – EdTechhttps://www.edx.org/xseries
Design and Development of Educational Technology | October 2014 ($50)Introduction to Game Design and Development |October 2014 ($50)Computer Games & Simulations for Investigation and Education | Q2 2015 ($50)Implementation and Evaluation of Educational Technology | Q3 2015 ($50)
MOOC Resources
Articles:7 Things You Should Know About...MOOCs http://net.educause.edu/ir/library/pdf/ELI7078.pdf
Q&A: Corporate MOOCs Uncovered (Part 1)http://intrepidlearning.com/blog/part‐1‐corporate‐moocs‐uncovered/
The Many Uses of MOOCshttp://www.hreonline.com/HRE/view/story.jhtml?id=534356597
Blog:Ernie Kahane – https://infocus.emc.com/category/learning/
Video Creation On‐DemandCreate Quick, Affordable Videos in Short Order
Video CreationAdd music, video, special effects and more
Animoto PricingAs of August 2014
Demo of A Video Creation
Benefits of Video Creation
1. Affordable2. Small learning curve3. Keep it short philosophy alignment4. Entertaining5. Can incorporate with log in or computer start up.6. Features in‐house skills instead of outsourcing!!!
Flip Classroom
•http://en.wikipedia.org/wiki/Flip_teaching• Learners watch the learning content via video at their convenience. • Use “training” time for any questions or hands‐on practice. • Note: the jury is still out on the effectiveness of Flip Teaching with adult learners.
Flip Example: Time Entry
9 Minute Video
5 Minutes Q&A
30 minute class
Gamification in LearningDefined
Gamification is the process of applying gaming concepts to learning or other scenarios with the goal of making the training experience more engaging and entertaining for the learner.
Some game‐based learning allows for the learner to compete against others either within or outside of an organization and to have a more interactive, enjoyable experience.
Are Law Firms Already Using Gamification?
YES Incentive‐or reward basedCompetition for achievementA few ‘true’ gamification deployments with software, incentive, bragging rights
How About >>
Timesheet Entry Badge
Earned CLE Tally
Social Media
Training Courses
Competed Badge
Training Assessment
Rate Your Support Incident
How Corporations are Using Gaming
World Bank
IBM Connections
Nissan >>
Kaplan‐UniversityBehavior Platform from Badgeville
Result
Word Master
What keystroke is used to begin a spell check?
ALT+S CTRL+ALT+DEL F7
Share on Faceboo
k
Choose an incorrect method to add an Email command to Word’s Quick Access Toolbar:
Click the down arrow at the end of the QAT and choose Email
Choose File, Options,
Quick Access Toolbar.
Locate Email, click Add
From the Mailings tab, choose Email and drag it to
the QAT
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k
Gamification 101Rules of the Road
1. What’s New and Fun Today Won’t Necessarily Be Used Six Months from Now.
• Must change and evolve to keep up interest.2. Create a thorough business plan and return on investment before
going to upper management with concept. Then create a true specifications document that will evolve with the project.
3. Get buy‐in from executive management (not just IT).4. Consider tie‐in with firm social media (even internal Intranet).5. Re‐tune and refresh (often).6. Check user stats and evaluate success or failure quickly and
continually.
Gamification Resources
Is Gamification a Great Motivator?http://www.informationweek.com/enterprise/is‐gamification‐a‐great‐motivator/d/d‐id/1104223?• Gamification: 75% Psychology, 25% Technologyhttp://www.informationweek.com/enterprise/gamification‐75‐‐psychology‐25‐‐technology/d/d‐id/1100564? • 7 Examples: Put Gamification To Workhttp://www.informationweek.com/7‐examples‐put‐gamification‐to‐work/d/d‐id/1104211?page_number=1#slideshowPageTop
Search for Law Firm and Gamification in Your Browser for More Resources – Lots of them are Out there.
How Can You Implement These Training Methodologies and Technologies?
• Ad Hock• Lab Hours• Happy Hour/ Social Gathering• Creating YouTube Channels• ???????????
POLL
Is your Help Desk internal or external?
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Help Wanted: Support Staff/Help DeskAre these titles too limiting for the changes that are happening?
SupportChanging needs
Restructuring
Performance expectations Virtualization
Globalization
Mobility
Helpdesk/SupportWhat image comes to mind???
Ideal CharacteristicsDefining an accurate Job Title and Description
Broad Technology Understanding Empathetic Listener Problem Solver Communicator Ability to see the bigger picture Curriculum Developer/Content Developer Understands LMS and available Resources Outgoing Interested Curious Part of the Team
One Person or Many?Should we define Support or build a Support Network?
• Pod or Group Coordinators• Practice Group Leaders• Mentoring System• Facilitators for Growth• Technology Warriors• Technical Support• Layered Support that involves “standard users”
Support tools…Going beyond recording issues and taking calls
• Chat ‐ hours, expected usage• Skype• LMS/Learning Resources• Performance Support• Webinar/Remote Desktop• MOOC• Tablets and floor walks• Genius Bar or concierge (by
appointment) services• Technical Support App
What Does the Ideal Help Desk Analyst/Trainer Look Like?
• Able to focus on users instead of
technology (first)
• Ability to see people at their worst and
not hold it against them
• Efficient, friendly and professional
• Comfort with exploring and advocating
new technologies such as: online
communities, creating and editing FAQs
and knowledge bases, chat, social media.
New technologies for User SupportLive Chat – In Law Firms
• Convenience factor –On‐demand and support center can be located in any of your offices (or external).
• Usually less wait time for support
• Less expensive for firm
• Less intimidating to chat than speak on the telephone for some people.
Some software options for chat:• Develop in‐house• ZenDesk or similar• Live!Zilla
http://www.livezilla.net/home/en/• Live Person
http://www.liveperson.com/• Snap Engage
http://snapengage.com/• Kayako http://www.kayako.com/• Whos On
https://www.cleverbridge.com
What Are the Top Skills Needed For User Support in the Future?
• Not afraid to take chances and fail (we learn that way)
• Technology forward• Able to relate to multi‐
generational learners with different learning styles
• Knowledgeable• A compassionate entertainer• Confident but not
condescending
POLL
What are your Top Recommended Resources ?
The resources will be added to the presentation after the sessions
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Top Recommendations for Professional Development
• Lynda.com• Microsoft Virtual Academy • Training Conferences• Associations• Certifications• Ted and Ted‐x• Manufacturer's content. Training Content Providers
We’ll now open it up for questions
Questions
Thank You