1. Training end users in the mining world Katinka van Straaten Anglo American plc kvanstraaten@angloamerican.co.za Session number: B105 kvanstraaten@angloamerican.co.za

2. ATD TECH-KNOW LINK Your gateway to technical information Content Background Change is good theSource Training end users The Battle: search engines vs commercial database Conclusion

3. ATD TECH-KNOW LINK Your gateway to technical information Background Anglo American Global leader Range of high quality mining businesses Geographically diverse

4. ATD TECH-KNOW LINK Your gateway to technical information Background Tech-Know Link Information service to technical employees Make available online information sources Identify and evaluate new sources Restructuring – new mandate Name change

5. ATD TECH-KNOW LINK Your gateway to technical information Background Tech-Know Link Some services stopped Functions outsourced Change in business model Staff reduction – online sources – training of staff

6. ATD TECH-KNOW LINK Your gateway to technical information Change is good. “ It is not the strongest of the species that survives, nor the most intelligent, but the one most responsive to change ” – Charles Darwin Both Tech-Know Link and our clients benefited from the change –E-resources –Focussed services and information –Facilitation –Interaction with clients –Staff’s jobs organised around outcomes

7. ATD TECH-KNOW LINK Your gateway to technical information theSource Anglo American’s Enterprise Information Portal Web based tool – gateway to information in different Business Units Worldwide accessibility Tech-Know Link – portlet on theSource Services available worldwide

8. ATD TECH-KNOW LINK Your gateway to technical information Training end users Internet training – established our expertise in searching Training on online databases Started – long training sessions in big groups – attempted full coverage of our subscribed databases Not as successful as we had hoped – experienced some problems

9. ATD TECH-KNOW LINK Your gateway to technical information Training end users Changed sessions to 1-hour sessions One database per session Merely an introductory session Recommended one-on-one sessions for specific searches

10. ATD TECH-KNOW LINK Your gateway to technical information Training end users Training – most successful – client needs something now Tracking understanding easier in one-on-one sessions Maintain awareness of client’s capacity One-on-one sessions beneficial to us as well – awareness of research – better understanding of bigger Anglo’s business

11. ATD TECH-KNOW LINK Your gateway to technical information Training end users We accommodate individual preferences Three types of clients Be sensitive to their needs – beware of damaging relationships Not compulsory to do their own searches Meeting new employees Weekly visits to Business Units not at Head Office Travel to mines in South Africa and other parts of the world

12. ATD TECH-KNOW LINK Your gateway to technical information The Battle: search engines vs commercial databases Desperate people willing to believe any site Technical info found on internet – importance of evaluating the source Training – show clients how results differ Depending on context – start with commercial databases and then move to public domain search engines Continuously reinforce this message

13. ATD TECH-KNOW LINK Your gateway to technical information Feedback from our clients I have always been impressed by and found the Tech-Know Link staff to be professional, helpful and knowledgeable in obtaining technical information. They were very professional and knew how and where to look to find the information quickly. A wide range of sources were consulted and they even knew some of the subject matter. I really value Tech-Know Link - I think it is a terrific resource. When I need some information, the ability to get it quickly and accurately is priceless.

14. ATD TECH-KNOW LINK Your gateway to technical information QUESTIONS?