The quarterly publication of the International Legal Technology Association
Issue link: https://epubs.iltanet.org/i/21494
BEST PRACTICES or not Survey Says . . . We recently polled the subscribers to ILTA’s User Support E-Group to see where they stand on the use of different platforms for delivering training and support. WIKIS, BLOGS AND SOCIAL MEDIA It would appear that the legal community is a bit “trailing edge” in embracing new methods of training delivery, but we are trying. Among our respondents, most firms do not have wikis, but about half are looking at the possibility of using a wiki to provide training information. One person commented that “We are in the process of developing a wiki for a knowledgebase that will, in turn, become a training tool.” Fewer than half are using blogs and those are used more externally than internally. Virtually none (8%) are currently using them for training. However, some are exploring using blogs for delivering training information (39%). Almost none of us are using social media (4%). That’s not too surprising. What is surprising is that only 15% are even exploring the possibility of using it. DISTANCE LEARNING 77% of us are using webinars for both attorney and staff training, but a vast majority (69%) are still doing less interactive webinars. Given what we know about learning and retention, do we really think this is an effective method for delivering training? Is it that we are just trying to get training to more people with fewer resources and are not really considering the quality of that training? Quite a few people also mentioned providing online e-learning options. I worry that we miss out on the interaction with our learners provided by traditional classroom training if we do not consciously build that alongside our distance and e-learning courses. Without interaction, it is very difficult to engage learners. However, a few firms are taking steps to help with this. One firm says, “We implemented NetSupport School to allow us to leverage trainers across all of our offices for training delivery. This is a miracle tool that allows us to keep the training personal for each participant. The instructor can see every user’s desktop, share and collect files, assist a user, share a user’s screen with the class, and generally handle the class as though present in each location.” 12 www.iltanet.org Peer to Peer COMMUNITIES OF LEARNING The bad news: Only about one-third of us have documented educational goals. About 40% have core competencies for staff, but less than 20% have them for attorneys. Fortunately, several firms mentioned implementing coaching programs for attorneys and having some successes with those. One firm is taking a different approach and making it personal: “I have begun to do random document reviews to create customized personal training plans for the secretaries who are interested . . . Due to a wide range of skill levels I have moved away from group trainings and am focusing on the individual. I spent two years building a program of fairly well attended group trainings, but it seems nothing sticks.” The good news: Over 90% are providing training on a regular basis. Food for thought: Only half of us feel that our firms have a culture of learning. Looks like we’ve got work to do! I wonder if we’re so busy “doing” training that we’re not making sure the training we’re providing is the most effective. This comment would seem to support that idea: “We strive to have a culture of learning, but the majority of classes consist of new program roll outs which seem to be happening on a consistent basis.” Does the rapid pace of change have us simply keeping up and not improving the quality and effectiveness of our training programs? Many thanks to our respondents for providing insight into their learning cultures and initiatives. ILTA Michelle Spencer is the Training Manager at Bracewell & Giuliani LLP, where she oversees firm-wide training needs from their Austin office. She has worked for Texas law firms since high school in various positions, always ending up helping and training people. For the past 13 years, she has been providing training and desktop support and finds that understanding the demands on her users, the work they do and speaking their language helps tremendously. She serves as the Vice President of ILTA’s User Support Services Peer Group. She can be reached at michelle.spencer@bgllp.com.