becoming part of the ecosystem © 2013 the vanguard group, inc. all rights reserved. presenters...

Becoming part of the Ecosystem

© 2013 The Vanguard Group, Inc. All rights reserved.

Presenters• Brian Regan• Phil Kaiser• Tom Gilmartin

Too much content for 2 days

Too much variation of

skills within the classTraining 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


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


SharePoint Support

• 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


Challenges

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.


400

Introduction

Self Study

Workshops

13

Community of PracticeKnowledge Center

2

Training

L e v e l(Expert)

300L e v e l

(Advanced)

200L e v e l

(Intermediate)

100L 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

Know

ledg

e an

d ex

perie

nce

build

s an

d is

sha

red

Technical Support

…and update self study training.


Workshops introduce new members to the COP

Fewer support calls!

Site Owners

Community Managers/Site

Admins

General Users

Training

Introduction

Self Study

Workshops

132

Training

A u d i e n c eSite Owners

Community Managers/Site

Admins

General Users

Target audiences are taught to get support from the COP and how to be effective members


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.


Training materials are continually updated by the community of practice. Support information made available for self study.

Knowledge CenterCollected knowledge of the COP is captured…

…used to support the COP…

Books

Video Tutorials

Job Aids

Quick Guides

Know

ledg

e an

d ex

perie

nce

build

s an

d is

sha

red

…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.



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

400

Community of Practice

L e v e l(Expert)

300L e v e l

(Advanced)

200L e v e l

(Intermediate)

100L e v e l (Basic)



trainingKn

owle

dge

and

expe

rienc

e bu

ilds

and

is s

hare

d

Technical SupportFewer support calls!



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

Questions?


becoming part of the ecosystem © 2013 the vanguard group, inc. all rights reserved. presenters...

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