1. Providing and Managing Technology Training Providing & Managing Technology Training Susan McKibben The University of Akron

2. Providing and Managing Technology Training Copyright Susan McKibben 2002 This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author.

3. Providing and Managing Technology Training Agenda Overview History Training Growth Success Factors Lessons Learned

4. Providing and Managing Technology Training University of Akron 24,300 students 350 associate, bachelor, master, doctoral, and law degrees offered 100 certificate programs offered

5. Providing and Managing Technology Training Who We Are Staff of 4 Full-time –3 Trainers –1 Manager 1 Student Assistant

6. Providing and Managing Technology Training On-going Seminars PeopleSoft Intro Requisitions Financial Inquiry Query Crystal Academic Advising Word (5) Access (6) Excel (5) PowerPoint (3) Outlook Calendar Outlook Mail

7. Providing and Managing Technology Training On-Going Seminars WebCT Introduction WebCT Student Management WebCT Assessment & Evaluation WebCT Communication Tools WebCT Creating Content WebCT Work Sessions

8. Providing and Managing Technology Training Other Seminars Course Scheduling Inquiry Final Grades Front Page Phase Reporting Admissions Applications Prospects Financials Overview Service Indicators Web Enrollment (Students)

9. Providing and Managing Technology Training History Prior to Feb 2000 –Part-time Training –Staff of 2 Feb 2000 new VP/CIO –Dr. Tom Gaylord –Staff of 6

10. Providing and Managing Technology Training History Dec and Jan 2000 –Employee transferred from New Media (Courseware Trainer) –Hired 3 experienced trainers Courseware trainer, Research Applications trainer, Administrative Systems Trainer March 2001 –Employee transferred (Learning Technology Specialist)

11. Providing and Managing Technology Training History April 2001 –Courseware trainer leaves university November 2001 –Learning Technology Specialist transferred to manage Support Desk June 2001 –Courseware trainer position is permanently lost

12. Providing and Managing Technology Training Attendance Growth

13. Providing and Managing Technology Training Seminar Growth

14. Providing and Managing Technology Training Initiatives Wireless Technology Campus Pipeline (portal) Voluntary Laptop Program for Students Voluntary Laptop Program for Faculty PeopleSoft –Student Admin (April 2001) –Financials (July 2001)

15. Providing and Managing Technology Training Initiatives Brio data-warehouse technology Email conversion –Exchange servers –ALL faculty and staff WebCT 3.6 campus edition WebCT Vista

16. Providing and Managing Technology Training Keys to Success Training team –Experienced –Creative –Collaborative –Motivated

17. Providing and Managing Technology Training Critical Success Factors Database –Seminar Master –Attendees –Record Cancellations and No shows –Reporting capability –Generate Statistics –Migrating to PeopleSoft

18. Providing and Managing Technology Training Seminar Master

19. Providing and Managing Technology Training Trainees

20. Providing and Managing Technology Training Seminar Attendance

21. Providing and Managing Technology Training Critical Success Factors Web Sign Up –Created by “Web Team” –Enroll –Cancel –View seminars –Admin function

22. Providing and Managing Technology Training

23. Critical Success Factors Adjust class to meet the objective –Informational Large sessions No Hands-on Laptop Initiative PeopleSoft Overview, Mid-term grades –Hands-on Small class size

24. Providing and Managing Technology Training Critical Success Factors Microsoft Project Communicate –Module Leads –Technical Leads –Support Desk –Campus Teamwork Make learning fun!

25. Providing and Managing Technology Training Faculty Laptop Initiative Information Sessions –Prior to receiving laptop –Overview of program –Care of laptop –Wireless network –Distribution procedures –Service and support

26. Providing and Managing Technology Training PeopleSoft Implementation Information Sessions –6 Months prior to Go-Live –Large groups –12 sessions over 3 weeks –Prepare campus –Timelines –Basic Terminology –Importance of Training

27. Providing and Managing Technology Training PeopleSoft Implementation Module Leads –SME Technical Leads –Programmers, Analysts Consultants Collaborative effort

28. Providing and Managing Technology Training PeopleSoft Training Materials General Manuals Departmental Specific Manuals Master Manuals Job aids Consistent format

29. Providing and Managing Technology Training PeopleSoft Training Materials Training materials cited as “second to none” by Christopher Feeley, PeopleSoft vice president and managing director for education and government

30. Providing and Managing Technology Training PeopleSoft Training Module Leads –Trained their staff in specific areas –Small population –Highly specialized –Vendors, Student Demo Update

31. Providing and Managing Technology Training PeopleSoft Training Trainers –Campus-wide processes –Large population –Requisitions, Financial Inquiry, Academic Advising, Entering Grades –On-going training

32. Providing and Managing Technology Training Survival Kit

33. Providing and Managing Technology Training Kick-off Day!!

34. Providing and Managing Technology Training Lessons Learned Just-in-time training –Financial Inquiry target – July 1 –Training started end of June –Actual implementation – Oct-Nov Communications Person –Gain Campus Buy-in –Keep campus informed

35. Providing and Managing Technology Training Lessons Learned Change Management Expert –Resistance to Change Gain Dean, Dept Head, Administration buy-in –Value training –Make training a priority for staff and faculty

36. Providing and Managing Technology Training Lessons Learned Web-based learning –Easy development tool needed Qarbon –Viewlet builder –Collaborative approach with D&D Long development time Dependency issue

37. Providing and Managing Technology Training Be Prepared “Training is not at convenient times” –PeopleSoft Intro class 2 Hour session Over 100 sessions (1 ½ year period) Various days of week, times “Why do I have to attend training – I don’t have time” –2 Hour sessions –Security access dependent upon training completion

38. Providing and Managing Technology Training Everyone is Learning!!

39. Providing and Managing Technology Training Contact Information Sue McKibben Smf@uakron.edu