Aligning and leveraging knowledge sharing and learning

Robyna May
Manager, Special Projects Cooper Grace Ward Lawyers

www.cgw.com.au

Why focus on training?

Training approaches can inform how to approach knowledge gaps.
Being able to use systems effectively a key part of knowledge. Knowledge and training objectives similar. Training a key issue.

Training

Knowledge Gaps & Closure

Online Tools

What I will cover

The issues we face with training Training at CGW case study A training framework case study How to identify knowledge gaps (before they become a risk issue) case study Building and implementing successful eLearning tools

Information Management
Capturing information, Delivering information & Accessing information Technology & Process Training Ownership & Adoption Information Management Culture

Learning Expectations

What stands in the way of training?

Time pressures of the billable hour & other competing non-billable hour commitments Not delivering training at the right time Lack of quality training / trainers Inconsistent training

What stands in the way of training?

Training not being given enough attention at project planning time The wrong information being imparted Focus on induction training, with little support thereafter Lack of clarity as to why the training is occurring

How we have traditionally approached training at CGW

A heavy focus on induction training (about two weeks) One certified trainer trains very differently from others CPD program administered through OnTrack. CPDs hosted at a firm and workgroup level. Other training is scheduled on as needs basis Engage learning leadership program Building a reference wiki with emphasis on quick grabs

What worked

Induction program is well accepted and often commented on OnTrack offers an easy way for all team members to understand what training is available and to track their CPD points Engage leadership program is well accepted and benefits are apparent A learning culture but does this equate to a sharing culture?

What needs work

Trainer spends nearly all time on inductions Still finding the right balance with projects training Changing CPD format from lunch times to half day intensives Need consistency amongst our trainers Need to be more tailored with the training Still need to be more creative around how to work with the billable hour

What are we doing about it? Training Framework

Activities derived from business-related goals and based on the firms strategic direction. CONTEXT

Team members will be responsible for their own learning, development and performance improvement. OWNERSHIP

Training Framework
We expect our knowledge to be shared amongst our team members. We will provide opportunities and frameworks for this to occur. EXPECT and ENABLE We will measure the success of learning through a variety of methods in order to continually refine and improve the relevance of our training. MEASURE AND IMPROVE

Training Framework
We will deliver on-going training that is delivered in such a way that it meets business demands. This training will be timely, delivered within context and in a variety of different methods so that team members have immediate access to relevant support. PROTECT THE BILLABLE HOUR

CGW Planning Framework

Training Cycle
Identify Training Needs

Test use of knowledge

Design Training

Evaluate Training

Deliver Training

Identifying training needs

Consider what you need the audience to know. Consider what they already know
Training needs analysis Survey Testing

Training Layers
Advanced training How to training
Super users, hands on training - ongoing

Smaller groups, hands on training

Overview of application

Whole firm, focus on what they will be expected to know

Awareness and strategy training

Whole firm, seminar style and other broadcast mediums

Just in time training

Be clear about what the expectations are. Deliver to the expectations. Deliver what can be used in the next two weeks. Follow up.

Evaluation
Kilpatricks Evaluation Layers
Reactions
Measures how participants have reacted to the training.

Learning

Measures what participants have learned from the training.

Behaviour

Measures whether what was learned is being applied on the job.

Results

Measures whether the application of training is achieving results ROI layer

Questions for trainers

Who is your audience? What do they need to know (look against the competency framework)? What do they already know? How does this training fit into the broader firmwide perspective? What is the best method to deliver the training? How will you evaluate the training once completed?

When faced with a problem

Experience Firm Knowledge

Facts

Find Law

Apply Law

Solution

Research

Precedents

When faced with a bigger problem

Out-dated Experience Out-dated Firm Knowledge

Facts

Find Law

Apply Law

Solution
Out-dated

Research

Precedents

PPSA case study

Focus group - commercial Cross-firm scenario based training Base knowledge to identify if PPSA an issue not necessary for all to be experts Clear direction on what needed to be known Continuous feedback loops precedents and knowledge Firm-appointed experts Communication channels open Clarity regarding currency

Manage Risk
Awareness strategies Consider currency Information review policies Ensure that siloes are broken down Ensure that the culture allows sharing and asking Capture knowledge whilst in motion

eLearning - Planning
Focus on what you want to get out of eLearning Check your audiences appetite and their delivery expectations Focus on re-usability Play and experiment Training framework still applies Understand the social element in training
Cater for a variety of learning styles

eLearning - Implementation
Be aware of whats already available online Creating online learning is a specific skill and takes time In the case of training small chunks of useful information Take advantage of existing opportunities but be aware of your media Be aware of the changing nature of how we learn

Presenting Knowledge Online

Provide information in appropriate context Multiple views of single source Have the perspective of a new team member

Key take-aways
Provide context and value. Tie to KPIs. Focus on Just In Time training Focus on what the audience needs to know Know your audience, their expectations Measure and integrate. Tie training/knowledge sharing in with a broader picture.

Q&A