Peer to Peer Magazine

March 2012

The quarterly publication of the International Legal Technology Association

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Page 25 of 103

them more time to actually train. The ability to visit the intranet, download a syllabus and handouts, and help someone within minutes is an invaluable benefit. Expanding Our Offerings Supporting the initiative has meant creating dozens of syllabuses and hundreds of handouts, and making sure that everything is continually updated and available on the intranet. Our approach to training is also informed by the idea that people learn differently, so our materials have been developed and shared in various ways. Materials for New Hires: We created a single syllabus and manual for all new hires. "The Essentials: Technology Orientation," what we call "TETO," is now used for all new hires, ensuring they get the same training no matter what office they are joining. As the years pass and incoming hires get the same training as the group before, we are firmly cementing the best practices we want the entire firm to follow. Videos and Webinars: We can now post in-house video and on-demand recorded webinar training modules to the intranet, and post video answers to all the application exercises. For example, a word processor can work on an exercise and then watch a trainer go through the same exercise showing the best approach to that challenge. Covering New Technologies: We have expanded training programs to include Acrobat, ScanSoft, LexisNexis InterAction, the new telephones and voicemail systems, and new printers and copy machines. We have been able to produce new training materials as new technologies are introduced, and we want the training group to be included in everything that comes into the firm. Sharing Information with Support Teams: We have also realized that our hard-earned expertise needs to get out of the classroom. We have worked with our colleagues at the call center to ensure that everyone answering a help-related call responds with the same best-practice instructions that we give in the classroom. We give local support on a global basis; all support is now "local" in the sense that the answer to a question is the same whether you're talking with the call center, a trainer, a secretary or a word processor. The Result Is Consistency A major contribution to the "one firm" approach of our GTI is to have all documentation follow the same format. One of our trainers developed a two-column format, and our graphics group contributed a training logo so that we could "brand" all our materials. Our training coordinator developed a style sheet, so we all use the same terms for the same actions (e.g., Press, Click, Select and so forth). We now have a strong foundation on which to build the training for any new software or hardware that is introduced. Our Global Training Initiative has become "the way it is." No one looks back fondly on the days before GTI. Everyone relies on the GTI to be there when they need it, with the most current information and best practices. Lee Morrow is the Manager of Global Training at Skadden, Arps, Slate, Meagher & Flom LLP. He can be reached at Peer to Peer 27

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