1. Becoming part of the Ecosystem © 2013 The Vanguard Group, Inc. All rights reserved. Presenters Brian Regan Phil Kaiser Tom Gilmartin

2. Too much content for 2 days Too much variation of skills within the class Training is not engaging Would like more opportunities to practice Not sure what SharePoint is or how I should be using it Not sure where to go for help when training is over Voice of Crew © 2013 The Vanguard Group, Inc. All rights reserved.

3. Internal Resources SharePoint Resource Center IT HUB (internal communities around disciplines) SharePoint Owner’s Exchange (bi-weekly webinar) SharePoint support (30% of issues are training related*) External Resources Google Microsoft’s Website * October 2013 110 issues logged (~36 training related issues) 202 effort hours to support © 2013 The Vanguard Group, Inc. All rights reserved. SharePoint Support

4. SharePoint Admin role is not a full-time job Training and discoverable content is not Vanguard-specific Site admins are geographically dispersed making it hard to ask peers questions There are 3-4 SharePoint support crew that manage the issues queue © 2013 The Vanguard Group, Inc. All rights reserved. Challenges

5. Goals Create a training program suitable for crew with various skill levels. Get the crew to think about why they are using SharePoint and how collaboration can help them. Ensure that one, unified support system exists where crew can get support. Ensure that crew know where to go for support and how to use it. Cut down on (eliminate) the number of support calls that are training related. © 2013 The Vanguard Group, Inc. All rights reserved.

6. 400 Introduction Self Study Workshops 1 3 Community of PracticeKnowledge Center 2 Training L e v e l (Expert) 300 L e v e l (Advanced) 200 L e v e l (Intermediate) 100 L e v e l (Basic) A u d i e n c e Collected knowledge of the COP is captured… Community Manager Conducts health checks on COP Collects feedback on training Learning Ecosystem …used to support the COP… Books Video Tutorials Job Aids Quick Guides Target audiences are taught to get support from the COP and how to be effective members Knowledge and experience builds and is shared Technical Support …and update self study training. © 2013 The Vanguard Group, Inc. All rights reserved. Workshops introduce new members to the COP Fewer support calls! Site Owners Community Managers/Site Admins General Users

7. Training Introduction Self Study Workshops 1 3 2 Training A u d i e n c e Site Owners Community Managers/Site Admins General Users Target audiences are taught to get support from the COP and how to be effective members Workshops introduce new members to the COP Training is designed to handle various audiences (Site Owners, Site Admins and General Users) Audience can “opt in” to scheduled workshops to interact with instructor. Workshops leverage the community of practice in class. Part of the class dedicated to using support. © 2013 The Vanguard Group, Inc. All rights reserved. Training materials are continually updated by the community of practice. Support information made available for self study.

8. Knowledge Center Collected knowledge of the COP is captured… …used to support the COP… Books Video Tutorials Job Aids Quick Guides Knowledge and experience builds and is shared …and update self study training. Community of Practice creates content through conversations and personal knowledge management. Members can query the Knowledge Center for quick answers to questions or to further their knowledge. Community Manager Conducts health checks on COP Collects feedback on training Community Manager* sifts through information, vets accuracy and pulls out “gold nuggets” to be used in KC * This responsibility may not fall exclusively on the Community Manager. © 2013 The Vanguard Group, Inc. All rights reserved. Content created in the Knowledge Center (KC) can be pulled into self study, making maintenance and updates more fluid. Training audience can evaluate the content and share feedback with the community. Knowledge Center

9. 400 Community of Practice L e v e l (Expert) 300 L e v e l (Advanced) 200 L e v e l (Intermediate) 100 L e v e l (Basic) Community Manager Conducts health checks on COP Collects feedback on training Knowledge and experience builds and is shared Technical Support Fewer support calls! Workshops introduce new members to the COP © 2013 The Vanguard Group, Inc. All rights reserved. Vanguard crew can discover the community of practice or be directed to it through training Technical support calls drop by 30% because training related questions are directed back into the community. Knowledge and experience of community members increase over time. Membership numbers continually increase – better opportunity for crowdsourcing. Community of Practice

10. Questions? © 2013 The Vanguard Group, Inc. All rights reserved.