1. merrillcorp.com/law Page 1 ARMA GOLDEN GATE CHAPTER DEVELOPING A 1 ST CLASS TRAINING PROGRAM Presented by: Karen Albrecht, CRM January 19, 2010

2. merrillcorp.com/law Page 2 Today’s Objective: Discuss how Merrill Corporation created a Records Management Training Program for its Records Staff nationally and inspire you to develop records training for your organization.

3. merrillcorp.com/law Page 3 Merrill’s Training GOAL Provide general knowledge that could be applied to the work environment Deliver fun and interactive training Keep time commitment to a minimum Deploy in a centralized, on-demand method

4. merrillcorp.com/law Page 4 Merrill’s Training Our Environment National workforce Primitive to sophisticated RM programs Multiple software applications Variety of process/procedures.Seasoned manager to first time records employees.

5. merrillcorp.com/law Page 5 Merrill’s Training The Application Lectora by Trivantis.

6. merrillcorp.com/law Page 6 Merrill’s Training Develop Content Basics Legal Terminology Supply Terminology Alphabetical / Numerical / Chronological Filing Skills

7. merrillcorp.com/law Page 7 Merrill’s Training Develop Content Create PowerPoint slide deck Limit each subject to 20-25 slides

8. merrillcorp.com/law Page 8 Merrill’s Training Develop Content Include as many visual aids as possible

9. merrillcorp.com/law Page 9 Merrill’s Training

10. merrillcorp.com/law Page 10 Merrill’s Training

11. merrillcorp.com/law Page 11 Merrill’s Training

12. merrillcorp.com/law Page 12 Merrill’s Training

13. merrillcorp.com/law Page 13 Merrill’s Training

14. merrillcorp.com/law Page 14 Merrill’s Training

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16. merrillcorp.com/law Page 16 Merrill’s Training

17. merrillcorp.com/law Page 17 Merrill’s Training The Results Email the Final Assessment Results Over 100 participants Average score of 91% Accessed by Executive Management Office Services Staff Client’s Management

18. merrillcorp.com/law Page 18 Merrill’s Training Support Senior VP of Operations Budget Approval Training Program IT Department Coordinated with Outside Developer Host RM Training Program on MAX Academy HR Testing Included as Part of Annual Review

19. merrillcorp.com/law Page 19 TRAINING CONSIDERATIONS

20. merrillcorp.com/law Page 20 Training Considerations WHO Determine your intended Audience Records Staff or End Users WHAT What Do Participants Need to Know? WHEN When will Training Take Place Multiple sessions Deadline to Complete

21. merrillcorp.com/law Page 21 Training Considerations WHERE Training Center Desktop Video Conference WHY Purpose or Training HOW Live Who will Deliver Training Online/On Demand

22. merrillcorp.com/law Page 22 Training Considerations Corporate Culture How is Training Viewed / Supported? Train to the Records Program Special Project or New Policy Budget Cost of Developing Content Cost of End User Attendance IT Application Support Help Desk

23. merrillcorp.com/law Page 23 Training Considerations –PILOT Find the Right GroupFind the Right Group –TRAIN Teach End Users to Take Ownership / ResponsibilityTeach End Users to Take Ownership / Responsibility –EVALUATE EffectivenessEffectiveness

24. merrillcorp.com/law Page 24 Training Considerations FlexibilityTweetsVideoWiki’sBlogsPodcasts

25. merrillcorp.com/law Page 25 Training Considerations Know your subject matterKnow your subject matter Know your audienceKnow your audience Don’t assume anythingDon’t assume anything

26. merrillcorp.com/law Page 26 Contact Info Karen Albrecht, CRM Senior Consultant | Merrill Corporation 650-515-9532 karen.albrecht@merrillcorp.com