Microsoft Office version Office 2003. Office 2010. Operating System Windows XP.
Windows 7 (32 bit). Document Management iManage DeskSite 6.2 iManage ...
APP5 Office 2010: Lessons Learned Presented By: Char LeMaire Chief Learning Officer and Co-Founder of Traveling Coaches Let the Tweeting Begin! #APP5
#ilta11
@charlemaire
@travelingcoach 1
Agenda • Office 2010 in the Legal Industry • Introduction to EIGHT Case Study Firms • Rollout Methodology for User Adoption – Before: planning, analysis, business drivers, goals, communication, pre-learning – During: formal learning and floor support – After: Ongoing education and support
• Trends in Learning • Questions?
ILTA’s 2011 Technology Survey Not Quite Hot off the Press! (and still subject to final review and changes)
• • • •
Primary Desktop Operating System Primary Word Processing Software For Word 2007 and 2010, XML versus Binary Email System
Primary Desktop Operating System 65%
Windows XP
90% 96% 20%
Windows 7 (32 bit)
4%
11% Windows 7 (64 bit)
2%
2% 3% 2%
Windows Vista (32 bit)
1% 1% 1%
Other
2011 2010
Windows 2000
1% 1% 0%
2009
25%
50%
75%
100%
Primary Word Processing Software 45%
Word 2003
63% 69%
32%
Word 2007
22% 11%
13%
Word 2010
6%
Word XP (2002)
10%
15%
3%
WordPerfect
3% 4%
2011 2010
1%
Word 2000
1%
2009
3%
0%
25%
50%
75%
100%
For Word 2007 and 2010 XML or Binary?
62%
XML 51%
38%
2011
Binary 48% 2010
0%
25%
50%
75%
100%
Primary Email System 38% 38%
Microsoft Exchange 2007 27% 32% Microsoft Exchange 2003
53% 66% 25%
Microsoft Exchange 2010
4%
Novell Groupwise
2% 3% 2%
Lotus Notes
2% 2% 3%
Other
2011
1% 0% 1%
0%
2010 2009
25%
50%
75%
100%
Traveling Coaches Roadshow Stats Office 2010: Different. Better. • • • •
May thru November 2010 669 people at 31 cities/shows Average show attendance: 21 people 287 total organizations represented – 281 law firms represented – 6 non-law firms represented
• 57% of the Am Law 100 and 47% of the Am Law 200 represented
Upgrade Plans: Microsoft Products By Firm/Organization Represented
Office Suite Upgrade Plans
Operating System Upgrade Plans
Office 2007
No response
30, 10%
Windows 7 No response
Office 2010
65, 23%
31, 11%
223, 77%
227, 79%
Upgrade Plans: Microsoft Products By Firm/Organization Represented
Current Environment of Firms Planning to Upgrade to Office 2010 Office 2000 Office 2002 Office 2003 Office 2007 No response
10, 4% 4, 2% 13, 6% 26, 11%
173, 77%
Upgrade Plans: 3rd Party Products By Firm/Organization Represented
Firms Upgrading or Rolling Out New 3rd Party Tools Template/ Macro Package
75 42
Records Management
32
PDF Generation
49
Matter Centricity
30
Best Authority
0
20
40
60
80
Global Firm
AB
BC
WA
SK
MB
ON
QB
ND
MT
NB
MN ID
OR
ME
WI
SD
V
MI
WY
CA
NV
MA CT
IL
CO
KS
PA
OH
IN
MO
OK NM
VA
TN
NC
AR SC
TX
LA
MS
AL
GA
FL
NJ MD DC DE
WV KY
AZ
H
IA
NE UT
N
T
NY
RI
AB
BC
WA
SK
MT
MB
ON Number of users: 700+ ND Number of offices: 6
QB NB
MN ID
OR
WI
SD
WY
UT
NV
Heather Morrow, Sr. Learning Coordinator AZ
CO
V
The Software Upgraded From
Upgraded To NY
MI
H
versionIA
Office 2003
INXP IL Operating System Windows KS
Office 2010 CT
PA
OH
MO
WV
Document Management iManage DeskSite 6.2 KY TN D3 Macro/Numbering OK Tool Microsystems
NC
AR
NM
SC TX
NJ
RI
Windows 7 (32 bit)
GA Asst. MS Metadata AL Metadata Tool LAPayne
Los Angeles, CA
N
T
MA
Microsoft Office NE CA
ME
MD DC DE
VAiManage DeskSite
8.5
Payne Forms Asst. & Payne Numbering Asst. Payne Metadata Asst.
PDF Tool Homegrown & Nuance Nuance PDF Converter PDF Converter FL Collaboration Tool DeltaView & Litéra Litéra ChangePro ChangePro
AB
BC
SK
MB
ON
Other Upgrade Components WA
ND
MT ID
OR
QB
WY
Exchange 2010 Coming MN Soon! WI SD Virtualized Desktops No
NB ME V
MI
H
NY
MA
IA
NE Office Communicator or Lync No CA
UT
NV
Heather Morrow, Sr. Learning Coordinator
3rd
Party Tools replaced with CO KS MO Native Office functionality OneNote No
NoIL
OK
AZ
N
T
NM
CT
PA
OH
IN
VA
TN
NC
AR SC
TX
LA
MS
MD DC DE
WV KY
AL
GA
Do you recommend FL Office 2010 for law firms?
NJ
RI
AB
BC
WA
SK
MB
QB
ND
MT
NB
ID Number of users: 415 OR WY
MN
V N
T
H
NY
MA
Microsoft Office version Office 2003 UT CA NV
IA
Upgraded To Office 2010 IL
CO
KS
Operating System Windows XP
Document Management iManage FileSite 8.2OK NM
Macro/Numbering Tool Crowther Consulting Metadata Tool iScrub 3
ME
WI SD Number of offices: 6 MI
NE The Software Upgraded From
AZ
ON
TX
PDF Tool Adobe 8 Collaboration Tool compareDocs 3.4.7.15
CT
OH
IN
MO
Windows 7
PA
WV KY
TN 8.5 iManage FileSite
Payne Forms Asst. & SC GA MS AL LA Numbering Asst. Payne iScrub 7
Same
RI
MD DC DE
Carla VA
Roden, IT Training Coordinator
NC
AR
Same
NJ
FL
Milwaukee, WI
AB
BC
WA
SK
Other Upgrade Components OR
MT
Exchange 2010 Yes ID
MB
ON
ND NB
MN
ME
WI
SD
V
MI
WY
Virtualized Desktops Yes UT
AZ
H
NY
MA
NE
KS
KY
VA
TN
NC
AR SC
TX
LA
MS
AL
GA
FL
NJ
MD DC DE
WV
Carla Roden, IT Training Coordinator
NM
PA
OH
IN
MO
OK
Do you recommend Office 2010 for law firms? CT
IL
CO
replaced with No Native Office functionality OneNote Yes
N
T
IA
Office Communicator or Lync No CA NV rd 3 Party Tools
QB
RI
AB
BC
WA
SK
MT
MB
ON
QB
ND
Number of users: 1,850 Number of offices: 14 MN NB
ME
ID
OR
WI
SD
WY
The Software Upgraded From
NV
UT
CO
Upgraded To NY H
versionIA
Office 2003 OH w/Outlook IN 2007 IL KS SystemMOWindows XP Operating
Office 2010 CT
PA
WV
KY
Jane Sanderson,AZ Sr. Project Manager
TN 3.96 OK Document Management DOCS Open AR
NM
Macro/Numbering Tool MacPac 9.6.2 LA
MS
AL
NC SC
GA
Metadata Tool Homegrown TX
Los Angeles, CA
N
T
MA
Microsoft Office NE CA
V
MI
RI
MD DC DE
Windows 7 VA(32 bit then 64 bit) eDocs 5.3 MacPac 10 Microsystems 3BClean
PDF Tool Adobe Collaboration Tool Workshare
NJ
Adobe FL
Native Word w/ DocXCompare
AB
BC
WA
SK
MT
ON
QB
Other Upgrade Components ND NB
Exchange MN 2010 Yes
ID
OR
MB
ME
WI
SD
V
Virtualized Desktops No
WY
MI
N
T
H
NY
MA
IA
NE Office Communicator or Lync Deployed in First Phase w/ Windows 7 CT
PA
OH
CA
NV
UT
RI
IN of Workshare, keeping a few installs 3rd Party Tools replaced withIL Most CO KS WV MO Native Office functionality for PDF comparison KY VA OneNote Yes MD DC DE
OK
AZ Jane Sanderson, Sr. Project Manager
NJ
NM
TN
NC
AR SC
TX
LA
MS
AL
GA
Do you recommend FL Office 2010 for law firms?
AB
SK
MB
Number of users: 1,800+ Number of NDoffices: 19 MT
BC
WA
ON
QB NB
MN WI
ID SD The Software Upgraded From
Upgraded To MI
OR
WY
Microsoft Office version Office 2003 CA Operating NV
IA Office
NE
UT System Windows XP CO
V
MA CT
PA
OH
IN
WV KY
Metadata Tool Workshare Protect TX PDF Tool Adobe 7
Collaboration Tool Workshare DeltaView
iManage TN FileSite/DeskSite AR Litéra Innova MS
H
NY
MO
OK
N
T
2010
IL 7 Windows
KS
Document Management iManage FileSite/DeskSite NMInnova Macro/NumberingAZTool Litéra
ME
AL
LA MetaDact Litéra
NC
RI
MD DC DE
VA Pamela Hart, Sr. Technology Training and Staff Professional Development Manager
SC
GA
Richmond, VA
Adobe X Professional
Litéra ChangePro
NJ
FL
AB
BC
SK
WA MT Other Upgrade Components OR
Exchange 2010 Yes ID
MB
CA NV 3rd Party Tools
UT
QB
ND NB
MN
ME
WI
SD
WY Virtualized Desktops No
Office Communicator or Lync Phase 2
ON
V
MI
H
NY
MA
NE
IA
CT
IL
CO
IN
PA
OH
KS Pamela Hart, replaced with No, but MO Sr. Technology KY Native Office functionality “suited up” Training and Staff Professional Development ManagerTN OK OneNote Yes AR
AZ
N
T
NM
VA
SC TX
LA
MS
AL
MD DC DE
WV
NC
GA
Do you recommend FL Office 2010 for law firms?
NJ
RI
AB
BC
WA
SK
MB
NumberON of users:QB1,900 Number of offices: 17
ND
MT
MN ID
OR
WI
SD
WY
UT
NV
Office Manager and Project Manager
AZ
Los Angeles, CA
CO
V
The Software Upgraded From
Upgraded To NY
MI
N
T
H
MA
Microsoft Office NE CA
NB ME
versionIA
Office 2003
Office 2010 CT
INXP IL Operating System Windows KS
MO
Document Management iManage OK
Macro/Numbering NM
PA
OH WV
KY
TN
NJ
RI
Windows 7 (32 bit then 64 bit) VA iManage MD DC DE
NC
AR
Tool Homegrown templates Payne Forms Asst. & SC Payne Numbering Asst. GA MS AL LA Metadata Tool Workshare Protect Workshare Protect TX PDF Tool Adobe 9
Adobe 9 FL
Collaboration Tool Workshare Compare
Workshare Compare
AB
BC
WA
SK
MB
Other Upgrade Components Exchange ND
MT ID
QB
2010 Yes NB
Virtualized OR
ON
SD
MN Desktops No WI
ME V
Office Communicator or Lync No WY
MI
H
NY
MA
IA
CA
UT
NV
Office Manager and Project Manager
AZ
NE replaced with No 3rd Party Tools Native Office functionality IL CO KS MO OneNote Yes OK NM
CT
PA
OH
IN
VA
TN
NC SC
TX
MS
AL
GA
Do you recommend FL Office 2010 for law firms?
NJ MD DC DE
WV KY
AR
LA
N
T
RI
AB
BC
SK
MB
ON
QB
ND
Number of users: 400 Number ofMNoffices: 6 WA
MT
WI
ID SD The Software Upgraded From
Upgraded To MI
OR
WY
Microsoft Office version Office 2003 CA Operating NV
IA Office
NE
UT System Windows XP CO
same
KS
V
MA CT
PA
OH
IN
TX
PDF Tool Adobe 7 and 8 Collaboration Tool Workshare DeltaView
iManage TN 8.5 FileSite/DeskSite AR iCreate, iHyperstyles LA
MS
AL
RI
VA NC SC
Julia C. Forbes, Manager of Training and Application Services
GA
iScrub Foxit PhantomPDF Litéra ChangePro
NJ MD DC DE
WV KY
OK
H
NY
2010 IL
N
T
MO
Document Management DM 5.1.0.5 NM Macro/NumberingAZTool Homegrown/ ezNumbering Metadata Tool ezClean
NB ME
Boston, MA FL
BC
AB
SK
WA
Exchange 2010 MT Yes
MB
ON
Other Upgrade Components Virtualized Desktops No ID
OR
ND NB
MN
Party Tools replaced with No UT CA NV Native Office functionality CO OneNote Yes
WI
V
MI
N
T
H
NY
MA
IA
NE
CT
IL
IN
NM
PA
OH
Julia C. Forbes, Manager of KS MO Training and Application Services KY OK
AZ
ME
SD
Office Communicator or LyncWYNo 3rd
QB
VA
TN
NC SC
TX
LA
MS
AL
MD DC DE
WV
AR
GA
Do you recommend FL Office 2010 for law firms?
NJ
RI
AB
BC
WA
SK
MB
ON
QB
ND
Number of users: 350 Number of offices: 5 MN
MT
NB
ME
ID
OR
WI
SD
WY
The Software Upgraded From
NV
UT
CO
Upgraded To NY H
versionIA
Office 2003
INXP IL Operating System Windows KS
MO
OH
San Diego, CA
RI
MD DC DE
WV
PDF Tool Nuance PDF Conv. 7
Collaboration Tool Workshare
NJ
Windows 7
Macro/Numbering OK Tool Crowther TN ConsultingNC – AR NM Office 2003 native SC GA Asst. MS Metadata AL Metadata Tool LAPayne TX
Office 2010 CT
PA
Document Management iManage FileSite 8.2 KY Anne Marie Dufresne, AZ IT Director
N
T
MA
Microsoft Office NE CA
V
MI
FL
VA
iManage FileSite 8.5 Crowther Consulting – Office 2010 native same
Nuance PDF Conv. 7.1 Workshare and native track changes
AB
BC
WA
SK
MB
ON
QB
ND
MT
NB
MN
WI Other Upgrade Components SD
ID
OR
ME
WY
V
MI
ExchangeIA2010 Yes
CA
NV
UT
IL
CO
MA
Anne Marie Dufresne, AZ IT Director
Party Tools replaced with No OK AR Native Office functionality NM OneNote Yes TX
San Diego, CA
CT
LA
MS
PA
OH
IN
KS Office Communicator orMOLync Maybe
3rd
H
NY
NE
Virtualized Desktops No
N
T
VA
TN
NC SC
AL
MD DC DE
WV
KY
GA
Do you recommend FL Office 2010 for law firms?
NJ
RI
AB
BC
SK
MB
ON
QB
ND
Number of users: 1,800 Number MN of offices: 10 WA
MT
WI
ID SD The Software Upgraded From
Upgraded To
OR
WY
Microsoft Office version Office 2003 CA Operating NV
IA Office
NE
UT System Windows XP CO
V
MI
IL
CT
PA
OH
IN
New
RI
VA
TN AR A&B
NJ MD DC DE
WV KY
iManage 8.5 OK
H
NY
MA
MO
Document Management iManage 8.2
N
T
2010
same
KS
Macro/NumberingAZTool Homegrown NM
NB ME
NC
Ribbon
Nola Vanhoy Director of Practice Innovation
SC
Metadata Tool Workshare Protect TX
PDF Tool PDF Converter Pro
Collaboration Tool Litéra ChangePro, SharePoint
GAsp3 MSProtect AL 6.2 Workshare LA
PDF Converter Pro v7
same
Atlanta, GA FL
BC
AB
SK
Other Upgrade Components WA
MT
Exchange 2010 Yes
MB
ON
ND NB
MN
ID Virtualized Desktops No OR
ME
WI
SD
V
MI
WY
Office Communicator or No Lync UT NV replaced 3rd CA Party Tools No with Native Office functionality OneNote No AZ
QB
H
NY
MA
IA
NE CO
N
T
CT
IL
IN
OH
KS VanhoyMO Nola Director of Practice InnovationKY OK
NM
PA
VA
TN
NC SC
TX
LA
MS
AL
MD DC DE
WV
AR
GA
Do you recommend FL Office 2010 for law firms?
NJ
RI
Rollout Stages for User Adoption BEFORE Planning & Analysis
DURING
Awareness
Formal Learning Buy-In
AFTER
On-going Education
Floor Support
PreLearning
MULTIPLE LEARNING MOMENTS
WOW! Sessions
Technology Commercials
PreLearning
© 2010 Copyright Traveling Coaches, Inc.
Labs
HandsOn
Demos
Coaching
Floor Support
Ongoing training
Informal Learning
eLearning
Rollout Stages for User Adoption BEFORE Planning & Analysis
Buy-In
The BEFORE stage often incorporates: • Executive support from firm leadership • Identification and messaging of business drivers • Goal setting • User Adoption planning and research • Design and deployment of a project theme • Communication of “WIIFM” to users • Distribution of advertising and commercials • Opportunities for early hands-on orientation • PreLearning with eLearning on new concepts
Awareness
PreLearning
MULTIPLE LEARNING MOMENTS
WOW! Sessions
Technology Commercials
PreLearning
© 2010 Copyright Traveling Coaches, Inc.
Labs
HandsOn
Demos
Coaching
Floor Support
Ongoing training
Informal Learning
eLearning
How Long Does It Take? Case Study Firm
GLOBAL FIRM
Planning Phase Begins
Pilot Phase Begins
Rollout Phase Begins
Project Ends
Project Duration
Apr. 2010
June 2011
July 2011
(Beijing to follow)
Aug. 2011
3 mos. 18 mos. Total
May 2010
Aug. 2011
Sept. 2011
Nov. 2011
4 mos.
19 mos. Total
Nov. 2009 (2 Phases)
Phase 2: Office 2010/eDocs July 2011
Sept. 2011
Apr. 2012
32 mos. Total
Oct. 2010
Oct. 2011
Jan. 2012
Aug. 2012
11 mos.
23 mos. Total
Approx. Mar. 2010
No formal pilot
May 2011
June 2011
16 mos. Total
Approx. June 2010
Oct. 2011
Nov. 2011
Jan. 2012
4 mos.
20 mos. Total
Jan. 2010
Oct. 2011
Jan. 2012
Feb. 2012
26 mos. Total
July 2010
POC-May, PilotJune 2011
June 2011
Aug. 2011
4 mos.
10 mos.
2 mos.
5 mos.
14 mos. Total
Will Your Project Be A Success?
“We’re doing this because we’re committed to remaining a leader in technology by fostering improvements in productivity and customer service.” - Project Manager, Global Firm
Business Drivers & Project Goals WHY IS THE FIRM DOING THIS, AND HOW WILL YOU KNOW WHEN YOU’RE SUCCESSFUL?
What drove the firm’s decision to rollout office 2010? It’s unavoidable. Microsoft dropped support for Office 2003 and Windows XP which means that important security and stability updates will end. The Firm cannot incur the risk of faulty and unsupported software. This upgrade is also inevitable because client demands and expectations that the Firm will be compatible with .docx file formats, produced in Office 2007 and 2010.
It’s beneficial. Windows 7 is the Operating System that Microsoft finally got right. Architecturally and reliably, Windows 7 will present an experience that will result in fewer crashes. A main business driver is to provide a more reliable, stable performance in end user experience. Firm Shareholders want technology to get out of the way.
What drove the firm’s decision to rollout office 2010? We want world class technology that delivers consistency, reduces risk and positions us at the forefront of technology. We want technology that is aligned with that of our clients, streamlining the way we communicate and protect the data entrusted to us.
Anonymous Global Firm
Will Your Project Be A Success?
Goal Setting: How will you know when the project is successful? •
•
• •
People are not surprised at the time of deployment and it’s not the first time they’ve seen the new interface in Office 2010 and Windows 7. Each group of users experiences a consistency in training and in installation of software. Each group gets the same information across the board. Users learn to help themselves. Measured and proven user adoption of the new system.
•
•
We have introduced current technology that better supports our users’ needs for enhanced productivity and easier collaboration. When we have user acceptance, endorsement and adoption.
“Instead of taking the traditional approach…with a single focus group, IT adopted the challenge of engaging the firms’ stakeholders from the very beginning.” - Pamela Hart, Hunton & Williams
Needs Analysis WHAT RESEARCH WAS CONDUCTED FOR USER ADOPTION PLANNING?
Lessons Learned from Past Projects • Don’t drag it out, condense the training and create a deployment schedule that enables practice areas as well as secretary and attorney teams to be on the same desktop as soon as possible. – Brown Rudnick • Involve the user community in the decisions and have better communications throughout the process. – Loeb & Loeb
Lessons Learned from Past Projects • Our intention is to staff up to provide more floor support, user support and one-on-one assistance to ease transition by addressing users’ needs as immediately as possible. Deployment process will be as uniform as possible across all offices (hardware swap, messaging about goals and on-the-ground support). – O’Melveny & Myers • Allow enough time between groups to provide adequate support, have a corporate sponsor of the project and provide ample floor support. - Reinhart
Lessons Learned from Past Projects • Communication! Start weekly IT planning meetings early. And smaller preview demo groups organized by department and practice group result in more grass roots interaction with users, giving IT more feedback and lessening user fears of change. – Luce Forward • By interviewing and working with our attorneys and staff one-on-one in advance of the rollout resulted in a smoother transition. – Hunton & Williams
Will Your Project Be A Success?
Understand that the users will work with all of the features differently than you can ever imagine.
Focus Groups & User Surveys We conducted a survey, which received a 65% response rate, and then conducted a focus group facilitated by a User Adoption Consultant. With these two methods, we analyzed: • learning preferences • training durations • preferences for classroom learning topics
• processes and workflows
Focus Groups A focus group of 120 people which included partners, associates and staff was divided into 4 distinct groups where each group focused on interrelated applications. Practice Support team members became SMEs and conducted detailed sessions on configurations settings. The end result was a well-defined workstation image which was then demonstrated to the firm in a Show and Tell. Involving the focus group early on promoted a number of important decisions including the training and awareness impact as well as a good feedback loop.
User Surveys and Polls We polled secretaries and word processors to see how often they were receiving .docx files to work on.
Will Your Project Be A Success?
“Communication is critical to adoption. It was a lot of work, but well worth getting everyone on the bus together.” -Nola Vanhoy, Alston & Bird
Awareness and Buy-In WHAT IS YOUR COMMUNICATION STRATEGY?
Project Theme
Project Theme
Project Theme
Communication Elements Most of our Magic 8 Firms leveraged these best practices and vehicles for communication: • Frequent communication to the user community • Town Halls/Roadshows/WOW! Sessions/Demos • Intranet/Learning portals • Emails • Mix of firm-wide communications with targeted practice group/user group/departmental messages • Video testimonials • Technology commercials
Posters and Signage
Portals for Communications
EMF 3 (Win 7/Office 2010) is a website which houses interactive guides, peer and industry videos, available training sessions, blog and training materials.
Pre-Learning HOW HAVE YOU PREPARED USERS FOR THIS CHANGE?
WOW! Sessions (aka: roadshows, town halls, show & tells, project briefings)
• Live, high energy, meetings to explain the WHY and the WIIFM. • Many include demo sessions on key user benefits. • Get the message from the top-down. • Set expectations and outline the project plans. • Incentives/prizes to get people to participate.
7 out of 8 firms held some form of WOW! Session.
Demos of “What’s New What’s Different” to all users/all sites via video. Attendance earned them a copy of Office 2010/2011 for home usage.
Will Your Project Be A Success?
eLearning as Pre-Learning • Make eLearning available before classroom learning. • Some firms even require certain user groups to complete an eLearning plan prior to attending classroom events. • Most uploaded eLearning to a learning portal or learning management system for tracking purposes. • eLearning often includes both Captivate briefs and video lessons.
All 8 firms pushed out eLearning as Pre-Learning!
Other Ideas for Pre-Learning • Microsoft Home Use Program • Kiosks and virtual labs to try out the new technology with guided exercises • Ribbon Hero and Interactive Guides on training computers
Rollout Stages for User Adoption BEFORE Planning & Analysis
DURING
Awareness
Formal Learning Buy-In
AFTER
On-going Education
Floor Support
PreLearning
MULTIPLE LEARNING MOMENTS
WOW! Sessions
Technology Commercials
PreLearning
© 2010 Copyright Traveling Coaches, Inc.
Labs
HandsOn
Demos
Coaching
Floor Support
Ongoing training
Informal Learning
eLearning
Rollout Stages for User Adoption DURING
Formal Learning
The DURING stage often incorporates: • Formal classroom learning with different durations and topics for different user types • Distance/web-based training • One-on-One coaching • Individual floor support
Floor Support
MULTIPLE LEARNING MOMENTS
WOW! Sessions
Technology Commercials
PreLearning
© 2010 Copyright Traveling Coaches, Inc.
Labs
HandsOn
Demos
Coaching
Floor Support
Ongoing training
Informal Learning
eLearning
Classroom Learning and Coaching WHAT FORMAL LEARNING OPPORTUNITIES ARE THERE?
Formal Learning Programs Case Study Firm
IT Staff
Lawyers
Legal Staff
Admin Staff
Several advanced courses from TC and Payne
Mandatory or 1:1 desk-side coaching 95% attended 4 hours hands-on 2 hours demo
Mandatory All: 7 hours
Mandatory 2-4 hours depending on position
TC IT Support Staff Course
Shareholders: 2 one-hour classes Associates: 4 thirtyminute classes
Mandatory All: 4 two-hour classes
varies
Microsoft Win7 Online Training, TC IT Support Staff Course
Strongly Encouraged 30-65% attended Phase 1 3 hours hands-off + coaching
Mandatory Secy: 12 hours Para: 3-6 hours
Mandatory 3 hours
Formal Learning Programs Case Study Firm
IT Staff
Lawyers
Legal Staff
Admin Staff
Multiple courses from TC, Payne, Learning Tree, New Horizons & Microsystems
Technology Coaches assigned to each lawyer will build a custom curriculum/ profile.
Strongly encouraged 1 day class and part of Paralegal & PA core comps.
Strongly encouraged ½ day class – part of Learning Tracks
Optional 50% attended 2 hours hands-on + coaching
Mandatory All: 3 hours + coaching on demand
Mandatory for some : 2 hours + coaching on demand
Mandatory ½ day hands-on
Mandatory All: 1 ½ days
Mandatory ½ day
Word GLOBAL Certification Training
FIRM
Train-the-trainer on Win7 and Office 2010 and 1 day “under the hood” for support
Formal Learning Programs Case Study Firm
IT Staff
Lawyers
Legal Staff
Admin Staff
TC IT Support Staff course, Microsoft.com videos, Microsystems webinars and a lot of hands-on.
Encouraged to attend class or 1:1 coaching. Anticipate 30% attendance 1 hour hands-on
Mandatory 2 two and a half hour sessions (5 hours total)
Mandatory 2 hours
Readiness workshop and MS eLearning and training materials
Mandatory Mandatory Hands-on 2 hours + 4 ½ hours + coaching coaching
Mandatory 2 hours + coaching
Will Your Project Be A Success?
Floor Support HOW LONG ARE YOU PROVIDING DEDICATED FLOOR SUPPORT?
Loeb & Loeb
Luce Forward
O’Melveny & Myers
Hunton & Williams
Reinhart
Global Firm
Brown & Rudnick
Alston & Bird
Floor Support Style & Duration
# of days for 5 days each user deployed
≥5 days
5 days
TBD
≥5 days
Varied avg. 3 days
2 days 5 days, overlap- but ping needed more
Tracking tied to ticketing system
Yes
TBD
No
TBD
Yes
Yes
No
SharePoint database
Logs/ Checklists
Yes
TBD
Yes
TBD
TBD
Yes
Yes
Yes
Will Your Project Be A Success?
• Engaging the Document Authoring Taskforce
• Selecting Payne Consulting Group and their tools • Engaging the Marketing Department to assist in branding and communications regarding the training/rollout
• Purchasing the Traveling Coaches User Adoption Package and using the materials
• Team work – daily wrap-up calls during pilot/conversion with the entire IT team
• Kept everyone in the loop – accurate clear communication • Polling/surveying users about what was on the current workstation – this created user involvement and started the momentum
Rollout Stages for User Adoption BEFORE Planning & Analysis
DURING
Awareness
Formal Learning Buy-In
AFTER
On-going Education
Floor Support
PreLearning
MULTIPLE LEARNING MOMENTS
WOW! Sessions
Technology Commercials
PreLearning
© 2010 Copyright Traveling Coaches, Inc.
Labs
HandsOn
Demos
Coaching
Floor Support
Ongoing training
Informal Learning
eLearning
Rollout Stages for User Adoption AFTER
The AFTER stage often incorporates: • Follow-up training courses on additional topics • Quick reference cards • Coaching programs • Weekly/monthly tips • eLearning for just-in-time learning
On-going Education
MULTIPLE LEARNING MOMENTS
WOW! Sessions
Technology Commercials
PreLearning
© 2010 Copyright Traveling Coaches, Inc.
Labs
HandsOn
Demos
Coaching
Floor Support
Ongoing training
Informal Learning
eLearning
Trends in Learning Communication & PreLearning more than ever! Classroom durations
Windows 7 requires training 1:1 Coaching key for fee-earners
Floor support ratios & durations Post-deployment learning = productivity gains
CLASSROOM DURATIONS It’s typical to have a core short course for lawyers and then optional additional classes. Most are 2 hours in length. For legal staff the durations may be 7 or more hours, but are often split up. And don’t forget about your administrative departments and Word Processors!
The Words We All Want to Hear from Happy Users/Customers…
“In the history of mankind, no software/hardware/kitchen sink upgrade that I have had the pleasure of going through has been this easy. It is a testament to you and your team's advance preparation and acumen. A sincere thank you doesn't seem to do it justice. From both us and the clients we serve.”
The Words We All Want to Hear from Happy Users/Customers…
“For the record, you guys did a great job last night. Thanks for your patience as I struggled to get my spreadsheet out to the client. The new software is much faster, better, and easier to use. Really a great improvement and no glitches other than this one document today, which is like WOW! THANK YOU TO EVERYONE IN IT. You really have a great team.”
The Words We All Want to Hear from Happy Users/Customers…
“Having lived through the day without throwing my computer out the window, I want to thank you for the help desk, the roaming helpers, and your personal help. It’s so much faster!”
Will you be able to take a multi-month project sabbatical after your Office 2010 rollout?
Char LeMaire Principal and CLO
Visit with me in Booth 200-202 after this session!
[email protected] www.twitter.com/CharLeMaire www.linkedin.com/in/CharLeMaire
THANK YOU! www.travelingcoaches.com 91