APP5 OFFICE 2010: LESSONS LEARNED - PRESENTED BY: CHAR LEMAIRE CHIEF LEARNING OFFICER AND CO-FOUNDER
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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%
Windows Vista (32 bit) 3%
2%
1%
Other 1%
1%
2011
2010
Windows 2000 1% 2009
1%
0% 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
1% 2010
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%
Microsoft Exchange 2007 38%
27%
32%
Microsoft Exchange 2003 53%
66%
25%
Microsoft Exchange 2010 4%
2%
Novell Groupwise 3%
2%
2%
Lotus Notes 2%
3%
2011
1%
Other 0% 2010
1% 2009
0% 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 representedUpgrade Plans:
Microsoft Products
By Firm/Organization Represented
Office Suite Upgrade Plans
Office 2010 Office 2007 No response
Operating System Upgrade Plans
Windows 7 30, 10%
No response
65, 23% 31, 11%
223,
77% 227,
79%Upgrade Plans:
Microsoft Products
By Firm/Organization Represented
Current Environment of Firms 10, 4% 4, 2% 13, 6%
Planning to Upgrade to Office 2010
Office 2000 26, 11%
Office 2002
Office 2003
Office 2007
No response
173, 77%Upgrade Plans:
3rd Party Products
By Firm/Organization Represented
Firms Upgrading or Rolling Out New 3rd Party Tools
Template/ Macro
Package 75
Records Management 42
PDF Generation 32
Matter Centricity 49
Best Authority 30
0 20 40 60 80Global Firm
BC AB SK MB
ON QB
ND
WA MT NB
MN ME
WI V
ID SD
OR MI T N
H
WY NY
MA
IA
NE CT
RI
PA NJ
OH
CA UT IL IN MD
NV DC
CO KS DE
MO WV
KY VA
OK TN NC
AR
AZ NM
SC
MS AL GA
LA
TX
FLBC AB SK MB
Number of users:
ON
700+ QB
WA MT
ND
Number of offices: 6 NB
MN ME
WI V
ID SD
OR
The Software Upgraded From Upgraded To
N
MI T
H
WY NY
MA
Microsoft Office
NE versionIA Office 2003 Office 2010 CT
RI
PA NJ
OH
CA NV UT Operating System Windows
IL INXP Windows 7 (32 bit)
DC
MD
CO KS DE
MO WV
Heather Morrow, Document Management iManage DeskSite
KY 6.2 VAiManage DeskSite 8.5
Sr. Learning Coordinator
Macro/Numbering
OK Tool Microsystems
TN D3 NC Payne Forms Asst. &
AR
AZ NM
SC Payne Numbering Asst.
Metadata Tool LAPayne
MS Metadata
AL GA Asst. Payne Metadata Asst.
TX
PDF Tool Homegrown & Nuance Nuance PDF Converter
Los Angeles, CA PDF Converter
FL
Collaboration Tool DeltaView & Litéra Litéra ChangePro
ChangeProBC AB SK MB
ON QB
Other Upgrade Components
ND
WA MT Exchange 2010 Coming NB
MN ME
Soon!
WI V
ID SD
OR N
WY Virtualized Desktops No MI
NY
T
H
MA
IA
Office Communicator
NE or Lync No PA NJ
CT
RI
OH
IN
CA NV UT 3rdParty
CO Tools replaced with NoIL DC
MD
KS MO WV
DE
Heather Morrow, Native Office functionality KY VA
Sr. Learning Coordinator OneNote No
OK TN NC
AR
AZ NM
SC
MS AL GA
LA
TX
Do you recommend
FL
Office 2010 for
law firms?BC AB SK MB
ON QB
ND
WA MT NB
MN ME
Number
OR of users:
ID 415 Number
SD of offices:
WI
6
MI
V
T N
H
WY NY
MA
IA
The Software Upgraded From
NE Upgraded To PA NJ
CT
RI
OH
Microsoft
CA Office
NV version
UT Office 2003 Office 2010
IL IN
DC
MD
CO KS DE
MO WV
Operating System Windows XP Windows 7 KY Carla
VA Roden,
IT Training Coordinator
Document Management iManage FileSite 8.2OK iManage FileSite
TN 8.5 NC
AR
AZ NM
Macro/Numbering Tool Crowther Consulting Payne Forms Asst. & SC
MS AL GA
Payne
LA Numbering Asst.
TX
Metadata Tool iScrub 3 iScrub 7
Milwaukee, WI
PDF Tool Adobe 8 Same FL
Collaboration Tool compareDocs 3.4.7.15 SameBC AB SK MB
ON QB
ND
WA
Other Upgrade Components MT NB
MN ME
Exchange
ID 2010 Yes SD
WI V
OR MI T N
H
WY NY
Virtualized Desktops Yes IA
MA
NE
Do you recommend
CT
RI
PA NJ
Office Communicator or Lync No OH
CA NV UT IL IN Office 2010 for
DC
MD
rd CO
3 Party Tools replaced with No KS MO WV
DE
law firms?
Native Office functionality Carla Roden, KY VA
IT Training Coordinator TN
OneNote Yes OK
AR
NC
AZ NM
SC
MS AL GA
LA
TX
FLBC AB SK MB
ON QB
ND
WA MT
Number of users:
MN 1,850 Number of offices: 14 ME
NB
WI V
ID SD
OR
The Software Upgraded From Upgraded To
N
MI T
H
WY NY
MA
Microsoft Office
NE versionIA
Office 2003 Office 2010 CT
RI
PA NJ
UT
w/Outlook
IL IN 2007
OH
MD
CA NV DC
CO
Operating
KS SystemMOWindows XP WV Windows 7DE
KY VA(32 bit then 64 bit)
Document Management
OK DOCS Open
AR
TN 3.96 NC eDocs 5.3
Jane Sanderson,AZ NM
Sr. Project Manager Macro/Numbering Tool MacPac 9.6.2 SC MacPac 10
MS AL GA
LA
Metadata
TX Tool Homegrown Microsystems 3BClean
Los Angeles, CA PDF Tool Adobe Adobe
FL
Collaboration Tool Workshare Native Word w/
DocXCompareBC AB SK MB
ON QB
WA
Other Upgrade
ND Components
MT NB
Exchange
MN 2010 Yes ME
WI V
ID SD
OR Virtualized Desktops No MI
NY
T N
H
WY MA
IA
Office Communicator
NE or Lync Deployed in First Phase w/ Windows 7 CT
RI
PA NJ
OH
CA NV UT 3rd Party Tools replaced withIL Most
IN of Workshare, keeping a few installs
DC
MD
CO KS DE
Native Office functionality
MO for PDF
KY
comparison
WV
VA
OneNote Yes
OK TN NC
AR
Jane Sanderson,
AZ NM
SC
Sr. Project Manager MS AL GA
LA
TX
Do you recommend
FL
Office 2010 for
law firms?AB SK MB
BC
Number of users: 1,800+ ON QB
WA Number
MT of NDoffices: 19 NB
MN ME
WI
The Software Upgraded From Upgraded To MI
V
ID SD
OR T N
H
WY NY
MA
Microsoft Office version Office 2003 NE Office
IA 2010 CT
RI
PA NJ
OH
CA Operating
NV System
UT Windows XP Windows
IL 7 IN
DC
MD
CO KS DE
MO WV
Document Management iManage iManage KY
Pamela
VA Hart, Sr. Technology
Training and Staff Professional
FileSite/DeskSite OK FileSite/DeskSite
TN NC
AR Development Manager
Macro/NumberingAZTool Litéra
NMInnova Litéra Innova SC
MS AL GA
Metadata Tool Workshare Protect
TX
Litéra
LA MetaDact
Richmond, VA
PDF Tool Adobe 7 Adobe X Professional
FL
Collaboration Tool Workshare DeltaView Litéra ChangeProBC AB SK MB
ON QB
ND
WA
Other Upgrade Components
MT NB
MN ME
Exchange
ID
2010 Yes SD
WI V
OR MI T N
H
WY NY
Virtualized Desktops No MA
IA
NE CT
RI
Office Communicator or Lync Phase 2 PA NJ
OH
CA UT IL IN MD
NV DC
CO
3rd Party Tools
replaced with No, but KS Pamela Hart,
MO Sr. Technology WV
DE
Native Office functionality “suited up” Training and Staff Professional
KY VA
Development ManagerTN
OneNote Yes OK
AR
NC
AZ NM
SC
MS AL GA
LA
TX
Do you recommend
FL
Office 2010 for
law firms?BC AB SK MB
NumberON of users:QB1,900
WA MT
ND
Number of offices: 17 NB
MN ME
WI V
ID SD
OR
The Software Upgraded From Upgraded To
N
MI T
H
WY NY
MA
Microsoft Office
NE versionIA Office 2003 Office 2010 CT
RI
PA NJ
OH
CA NV UT Operating System Windows
IL INXP Windows 7
DC
MD
CO KS DE
MO WV (32 bit then 64 bit)
KY VA
Office Manager and Document Management iManage iManage
OK TN NC
Project Manager Macro/Numbering AR
Tool Homegrown templates Payne Forms Asst. &
AZ NM
SC
MS AL GA Payne Numbering Asst.
LA
Metadata
TX Tool Workshare Protect Workshare Protect
Los Angeles, CA PDF Tool Adobe 9 Adobe 9
FL
Collaboration Tool Workshare Compare Workshare CompareAB SK MB
BC
Other Upgrade Components ON QB
WA
Exchange
ND 2010 Yes
MT NB
Virtualized Desktops
MN No ME
WI V
ID SD
OR N
Office Communicator or Lync No MI T
H
WY NY
MA
IA
3rd Party Tools
NE replaced with No
PA NJ
CT
RI
OH
CA NV UT Native Office functionality IL IN
DC
MD
CO KS
OneNote
MO Yes WV
DE
KY VA
Office Manager and TN
OK NC
Project Manager AR
AZ NM
SC
MS AL GA
LA
TX
Do you recommend
FL
Office 2010 for
law firms?BC AB SK MB
ON QB
ND
Number of users: 400 Number ofMNoffices: 6
WA MT
ME
NB
WI
The Software Upgraded From Upgraded To MI
V
ID SD
OR T N
H
WY NY
MA
Microsoft Office version Office 2003 NE Office
IA 2010 CT
RI
PA NJ
OH
CA Operating
NV System
UT Windows XP same IL IN
DC
MD
CO KS DE
MO WV
Document Management DM 5.1.0.5 iManage KY VA
OK FileSite/DeskSite
TN 8.5 NC Julia C. Forbes, Manager
AR of Training and
Macro/NumberingAZTool Homegrown/
NM iCreate, iHyperstyles SC Application Services
ezNumbering LA
MS AL GA
TX
Metadata Tool ezClean iScrub
Boston, MA
PDF Tool Adobe 7 and 8 Foxit PhantomPDF FL
Collaboration Tool Workshare DeltaView Litéra ChangeProBC AB SK MB
ON QB
Other Upgrade Components
ND
WA Exchange 2010
MT Yes NB
MN ME
Virtualized
ID
Desktops No SD
WI V
OR MI T N
H
NY
Office Communicator or LyncWYNo MA
IA
NE CT
RI
3rdParty Tools replaced with No OH
PA NJ
UT IL IN MD
Native
CA Office
NV functionality CO Julia C. Forbes, Manager of
KS
DC
DE
MO WV
OneNote Yes Training and Application Services
KY VA
OK TN NC
AR
AZ NM
SC
MS AL GA
LA
TX
Do you recommend
FL
Office 2010 for
law firms?BC AB SK MB
ON QB
ND
WA
Number of users:
MT
MN 350 Number of offices: 5 ME
NB
WI V
ID SD
OR
The Software Upgraded From Upgraded To
N
MI T
H
WY NY
MA
Microsoft Office
NE versionIA Office 2003 Office 2010
CT
RI
PA NJ
OH
CA NV UT Operating System Windows
IL INXP Windows 7
DC
MD
CO KS DE
MO WV
Document Management iManage FileSite
KY 8.2 VA iManage FileSite 8.5
Macro/Numbering
OK Tool Crowther TN ConsultingNC– Crowther Consulting –
Anne Marie Dufresne, AZ AR
NM Office 2003 native SC Office 2010 native
IT Director
Metadata Tool LAPayne
MS Metadata
AL GA Asst. same
TX
PDF Tool Nuance PDF Conv. 7 Nuance PDF Conv. 7.1
Collaboration Tool Workshare FL
Workshare and native
San Diego, CA track changesBC AB SK MB
ON QB
ND
WA MT NB
MN ME
OR
ID Other Upgrade
SD Components
WI
MI
V
T N
H
WY NY
ExchangeIA2010 Yes MA
NE CT
RI
PA NJ
Virtualized Desktops No OH
CA UT IL IN MD
NV DC
CO
Office Communicator
KS orMOLync Maybe WV
DE
KY VA
3rd Party Tools replaced with No
OK TN NC
Anne Marie Dufresne, AZ Native Office functionality
AR
NM
IT Director SC
OneNote Yes
MS AL GA
LA
TX
Do you recommend
FL
San Diego, CA Office 2010 for
law firms?BC AB SK MB
ON QB
ND
Number of users: 1,800 Number MN
WA
of offices: 10
MT
ME
NB
WI
The Software Upgraded From Upgraded To
V
ID SD
OR MI T N
H
WY NY
MA
Microsoft Office version Office 2003 NE Office
IA 2010 CT
RI
PA NJ
OH
CA Operating
NV System
UT Windows XP same IL IN
DC
MD
CO KS DE
MO WV
Document Management iManage 8.2 iManage 8.5 KY VA
OK TN NC
Nola Vanhoy
Macro/NumberingAZTool Homegrown
NM
New AR
A&B Ribbon Director of Practice Innovation
SC
Metadata Tool Workshare Protect Workshare
LA
MSProtect
AL 6.2
GAsp3
TX
PDF Tool PDF Converter Pro PDF Converter Pro v7
Atlanta, GA
Collaboration Tool Litéra ChangePro, same FL
SharePointBC AB SK MB
ON QB
Other Upgrade Components ND
WA MT
Exchange 2010 Yes NB
MN ME
WI
Virtualized
OR Desktops
ID No SD
MI
V
T N
H
WY NY
Office Communicator or No
MA
IA
NE CT
RI
Lync PA NJ
OH
UT IL IN MD
3rd CA
Party Tools
NV replaced No CO Nola
KS VanhoyMO
DC
DE
WV
with Native Office Director of Practice InnovationKY VA
functionality OK TN NC
AR
OneNote
AZ No NM
SC
MS AL GA
LA
TX
Do you recommend
FL
Office 2010 for
law firms?Rollout Stages for User Adoption
BEFORE DURING AFTER
Planning
&
Analysis Aware-
ness
Formal Floor On-going
Learning Support Education
Pre-
Buy-In Learning
MULTIPLE LEARNING MOMENTS
WOW! Technology Pre- Hands- Floor Ongoing Informal
Labs Demos Coaching eLearning
Sessions Commercials Learning On Support training Learning
© 2010 Copyright Traveling Coaches, Inc.Rollout Stages for User Adoption
BEFORE The BEFORE stage often incorporates:
• Executive support from firm leadership
Planning • Identification and messaging of business drivers
& • Goal setting
Analysis Aware-
ness • User Adoption planning and research
• Design and deployment of a project theme
• Communication of “WIIFM” to users
• Distribution of advertising and commercials
Pre-
Buy-In Learning • Opportunities for early hands-on orientation
• PreLearning with eLearning on new concepts
MULTIPLE LEARNING MOMENTS
WOW! Technology Pre- Hands- Floor Ongoing Informal
Labs Demos Coaching eLearning
Sessions Commercials Learning On Support training Learning
© 2010 Copyright Traveling Coaches, Inc.How Long Does It Take?
Case Study Firm Planning Pilot Phase Rollout Phase Project Ends Project
Phase Begins Begins Duration
Begins
Apr. 2010 June 2011 July 2011 Aug. 2011 3 mos.
(Beijing to follow) 18 mos. Total
May 2010 Aug. 2011 Sept. 2011 Nov. 2011 4 mos.
19 mos. Total
Nov. 2009 Phase 2: Office 10 mos.
(2 Phases) 2010/eDocs Sept. 2011 Apr. 2012 32 mos. Total
July 2011
Oct. 2010 Oct. 2011 Jan. 2012 Aug. 2012 11 mos.
23 mos. Total
GLOBAL Approx. No formal pilot May 2011 June 2011 2 mos.
FIRM Mar. 2010 16 mos. Total
Approx. Oct. 2011 Nov. 2011 Jan. 2012 4 mos.
June 2010 20 mos. Total
Jan. 2010 Oct. 2011 Jan. 2012 Feb. 2012 5 mos.
26 mos. Total
July 2010 POC-May, Pilot- June 2011 Aug. 2011 4 mos.
June 2011 14 mos. TotalWill 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 • We have introduced
deployment and it’s not the first time current technology that
they’ve seen the new interface in Office better supports our
2010 and Windows 7. users’ needs for
• Each group of users experiences a enhanced productivity
consistency in training and in installation and easier
of software. Each group gets the same collaboration.
information across the board. • When we have user
• Users learn to help themselves. acceptance,
• Measured and proven user adoption of endorsement and
the new system. 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 DURING AFTER
Planning
&
Analysis Aware-
ness
Formal Floor On-going
Learning Support Education
Pre-
Buy-In Learning
MULTIPLE LEARNING MOMENTS
WOW! Technology Pre- Hands- Floor Ongoing Informal
Labs Demos Coaching eLearning
Sessions Commercials Learning On Support training Learning
© 2010 Copyright Traveling Coaches, Inc.Rollout Stages for User Adoption
DURING 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
Formal Floor • Individual floor support
Learning Support
MULTIPLE LEARNING MOMENTS
WOW! Technology Pre- Hands- Floor Ongoing Informal
Labs Demos Coaching eLearning
Sessions Commercials Learning On Support training Learning
© 2010 Copyright Traveling Coaches, Inc.Classroom Learning and Coaching WHAT FORMAL LEARNING OPPORTUNITIES ARE THERE?
Formal Learning Programs
Case Study Firm IT Staff Lawyers Legal Staff Admin Staff
Several Mandatory or 1:1 Mandatory Mandatory
advanced desk-side coaching All: 7 hours 2-4 hours
courses from 95% attended depending on
TC and Payne 4 hours hands-on position
2 hours demo
TC IT Support Shareholders: Mandatory varies
Staff Course 2 one-hour classes All: 4 two-hour
Associates: 4 thirty- classes
minute classes
Microsoft Strongly Encouraged Mandatory Mandatory
Win7 Online 30-65% attended Secy: 12 hours 3 hours
Training, TC IT Phase 1 Para: 3-6 hours
Support Staff 3 hours hands-off +
Course coachingFormal Learning Programs
Case Study Firm IT Staff Lawyers Legal Staff Admin Staff
Multiple courses Technology Strongly Strongly
from TC, Payne, Coaches assigned encouraged 1 day encouraged
Learning Tree, to each lawyer will class and part of ½ day class –
New Horizons & build a custom Paralegal & PA part of
Microsystems curriculum/ profile. core comps. Learning
Tracks
Word Optional Mandatory Mandatory for
GLOBAL Certification 50% attended All: 3 hours + some : 2 hours
Training 2 hours hands-on + coaching on + coaching on
FIRM
coaching demand demand
Train-the-trainer Mandatory Mandatory Mandatory
on Win7 and ½ day hands-on All: 1 ½ days ½ day
Office 2010 and
1 day “under the
hood” for supportFormal Learning Programs
Case Study Firm IT Staff Lawyers Legal Staff Admin Staff
TC IT Support Encouraged to Mandatory Mandatory
Staff course, attend class or 1:1 2 two and a half 2 hours
Microsoft.com coaching. hour sessions (5
videos, Anticipate 30% hours total)
Microsystems attendance
webinars and a 1 hour hands-on
lot of hands-on.
Readiness Mandatory Mandatory Mandatory
workshop and MS Hands-on 2 hours + 4 ½ hours + 2 hours +
eLearning and coaching coaching coaching
training materialsWill Your Project Be A Success?
Floor Support HOW LONG ARE YOU PROVIDING DEDICATED FLOOR SUPPORT?
Floor Support Style & Duration
Luce Forward
O’Melveny &
Loeb & Loeb
Global Firm
Hunton &
Brown &
Williams
Reinhart
Rudnick
Alston
Myers
& Bird
# of days for 5 days ≥5 5 days TBD ≥5 Varied 2 days 5 days,
each user days days avg. overlap- but
deployed 3 days ping needed
more
Tracking tied Yes TBD No TBD Yes Yes No Share-
to ticketing Point
system database
Logs/ Yes TBD Yes TBD TBD Yes Yes Yes
ChecklistsWill Your Project Be A Success?
• Engaging the Document Authoring • Team work – daily wrap-up calls Taskforce during pilot/conversion with the • Selecting Payne Consulting Group and entire IT team their tools • Kept everyone in the loop – • Engaging the Marketing Department to accurate clear communication assist in branding and communications • Polling/surveying users about what regarding the training/rollout was on the current workstation – • Purchasing the Traveling Coaches User this created user involvement and Adoption Package and using the started the momentum materials
Rollout Stages for User Adoption
BEFORE DURING AFTER
Planning
&
Analysis Aware-
ness
Formal Floor On-going
Learning Support Education
Pre-
Buy-In Learning
MULTIPLE LEARNING MOMENTS
WOW! Technology Pre- Hands- Floor Ongoing Informal
Labs Demos Coaching eLearning
Sessions Commercials Learning On Support training Learning
© 2010 Copyright Traveling Coaches, Inc.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! Technology Pre- Hands- Floor Ongoing Informal
Labs Demos Coaching eLearning
Sessions Commercials Learning On Support training Learning
© 2010 Copyright Traveling Coaches, Inc.Trends in Learning
Communication & PreLearning more than ever! CLASSROOM
DURATIONS
It’s typical to have a
Classroom durations core short course for
lawyers and then
optional additional
Windows 7 requires training
classes. Most are 2
hours in length.
1:1 Coaching key for fee-earners For legal staff the
durations may be 7 or
more hours, but are
Floor support ratios & durations often split up. And don’t
forget about your
Post-deployment learning = productivity gains 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?
Visit with me in
Char LeMaire Booth 200-202
Principal and CLO after this session!
clemaire@travelingcoaches.com
www.twitter.com/CharLeMaire
www.linkedin.com/in/CharLeMaire
THANK YOU!
www.travelingcoaches.com
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