Office 2010: Lessons Learned

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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