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ILTA Trainer Call – Remote Training, LTC4 Competencies and Learner Engagement May 22, 2019

By Sandy Mikita posted 05-23-2019 12:12



  • Asima Macci - Manager, Training and Quality, Bennett Jones LLP
  • Greg Tomlinson - Training & Development Coordinator, Robinson Bradshaw


How is remote new hire training handled for multiple roles in multiple offices?

  • I do everything remotely – we have 28 offices and just one person.
  • We use WebEx for the remote offices (including China locations).
  • We conduct remote training for all new hires using Adobe Connect.
  • We use Zoom meeting for remote training.
  • We training remotely to all 8 offices including new hire as well as topic classes.


How do you  handle training in different time zones?

  • Have standard training times. Post training schedule in LMS and everyone can self-register.  All offices send out a weekly status report.  List training for the following week.  So they know what is being offered.  Each office manager will customize a status report to send out letting people know what is going on around the firm in general, but also their offices.  IT provides information to include.  This includes training schedule and tip of the day. 
  • We use a contract trainer who is remote so all of our new hire is done remotely. We try to stick to sessions scheduled at a set time T/TH and we use GoToMeeting on a set room.
  • We do regular webinars via Adobe Connect for anyone who wants to attend, as well as new hires. All new hires attend the same session on Monday afternoon.  Otherwise, we have quarterly roadshows so that each office is visited by a trainer at least four times a year.
  • We have 28 offices nation-wide. Our attorneys and paralegals fly to the home office for new hire training (separate class); staff however all is done via WebEx.
  • New Hire is done via WebEx in 11 cities except for 2 cities that have a trainer available for in person training. Only for large rollouts do one of the two trainers travel on location.
  • Partnering with HR on a hiring schedule is critical.
  • I finally got HR to stick with set new hire sessions - it took some time :-)
  • We have 15 offices and the problem I have with remote training is I end up demoing instead of training.  How do you get them to participate more.
  • Because we do our training via WebEx being able to have participation is the issue we run into also.
  • We do demo only because we cram everything into an hour and 15 minutes for everyone. They are then assigned eLearning based on their role that they are asked to complete in the first 30 days of employment.
  • Our local time is CST. We adjust to the trainee.  Training is 2pm - 5pm, so for Eastern trainee's, they still attend  2pm - 5pm.  We've worked with HR to set a standard training schedule by role.  All new hires attend Mon 2p-5p. Paralegals come back on Tuesday for a full day of Word training.  Secretaries train additionally Tue-Thursday.  We also have small support modules by topic in the LMS since we do give them so much in one shot.
  • We have divided up some of the new hire training to subject matter experts which allows us to break up the training. The "technical trainer delivered training happens at 12:30 CST (to accommodate East and West Coast offices) and occurs each week on Tuesday and Wednesday.  If a new hire starts on a different day than that they get started with HR training, other subject matter experts and New Hire Introduction videos they can start with prior to their technical training.


How do you know if they are participating?

  • Sometimes you can’t.
  • Make sure they are setup with dual monitors. Watch what the training is doing on one screen and the individuals can do the hands on material on the second monitor.  Or sometimes they like to take notes instead of hands on.
  • I've done "you show me how.”
  • Engage them in conversation.
  • Need to tread carefully in not forcing them to participate. (Could be HR issue.)
  • I try to talk to my users and ask questions through-out training.
  • We are experimenting with interactive workbooks. They follow along, are given space to write notes, exercises to do (setup outlook signature), etc.
  • Scientific Attention span is 7 minutes.
  • We do follow up with them a week after training to see how they are doing.
  • We have a follow up class about 3-4 weeks later.
  • One on one...we use Bomgar to remote, but in a classroom setting it is more difficult.
  • Circle back around to check understanding. Once they start using the programs they will most likely have more questions.
  • I am the only trainer for 8 offices and about 1500 employees and am more and more getting pulled into project management from a training perspective so I have to trust my contract new hire training to manage the whole program and just provide him with support.
  • Consider using polls to have interaction from the user.
  • Have them complete eLearning after the training to gauge their understanding.
  • Use eLearning videos from Savvy.
  • Use University Site with Capensys content. Show me feature that goes right into knowledge check that user has to perform to gauge if they learned.


How much time is designated for new hire training?

  • 5 hours
  • 3 hours
  • Monday is the general session which is a high level overview that goes over everything for everyone. Monday 2:00 to 5:00 pm (Eastern).  Tuesday is 1-1/2 hours on Word and how it is configured (basic) and productivity tools.  Wednesday is Road warrior and all the tools available to work remotely.  Thursday is (missed).  Friday is iManage.  Also added an hour on Tuesday for Cisco phones.  All usually start at 2:00 pm.  You can attend whatever is applicable to you the rest of the week.  You can jump in any week when you have time.  But they must take the Monday training. 
  • 2 hours for attorneys; for secretaries it various. Up to 2 days for secretaries. Sometimes only 4 hours.
  • Do you find you keep cutting back how much time you have with the new hire?
  • During New Hire, we have them schedule themselves for the follow up and drop it onto their schedule. so they are scheduled before they leave.
  • 2 to 2-1/2 hours for every new hire, less for interns. Comprehensive on our DMS. I usually bring them back for an additional 1 hour training.
  • 5 on day 1 and 2 hours on day 2.
  • Will automatically send calendar invitations for all training classes. The user can choose which sessions they will accept or reject. 
  • 1 hour first day, (2) one hour sessions the second day. following as needed.
  • After new hire systems training, they "learn" via Help Desk calls. Under the gun. Under pressure.
  • After new hire training, almost no one attends training. Exception: iManage rollout was mandatory.
  • We have trouble with getting secretaries to attend offered sessions...they want to but often can't get away from their desks. I end up doing more just in time training which makes it difficult to keep up with other things sometimes.


Implementing LTC4 Core Competencies

  • In case you are not familiar with LTC4, non-profit organization that has established core competencies. Our purpose is to maintain a set of legal technology core competencies and certification that:
    • Are workflow-based (as opposed to feature-based)
    • Offer a positive environment
    • Are sufficiently flexible for firms to use in the way which suits them (incorporating their own best practices).
    • Allow for any training or testing method
  • How are you going to get buy in? We loved what LTC4 stood for which includes workflow, continuing skill development.  Took a fresh look at their skills, gave them a deadline when to complete.  Provided a sense of accomplishment, provided incentives, were able to test out of learning plans.  The users like the perk they can include the certification on their resumes. 
  • We just sent out a firm wide training survey - we got a small amount of responses but the survey results will help us to determine what other classes we are going to offer for the remainder of the year
  • Part of their new hire training. Outlined the training plan using LTC4 to form the framework so we are not starting from scratch with creating a plan.
  • Are the LTC4’s customizable? The guidelines are on the website.  As long as you fall within the guidelines, it just needs to be approved.  That’s how it is certified. 
  • We have tried doing this (twice) and the Firm has not wanted to make it mandatory... so you can imagine how much buy in we get for the program.
  • Is anyone else using a different set of measurements? Back in 2008 a lot of people were wondering if legal trainers or secretaries should be Microsoft certified? 
  • Our trainers have MOS certification as a job requirement
  • Our secretaries and document processing group must have some MOS certifications - Word, for example.
  • I am MOS certified. It was hard to complete because I had to learn features that I knew would not work well in legal documents. I learned the Master Document feature (which according to the Word MVPs, is guaranteed to corrupt your document). The MOS exam I took did not utilize the best practices I learned via Microsystems (et al, LegalMacPac).
  • How did you get buy in for this for getting the secretaries/assistants MOS certified? I suggested this at my firm and got A LOT of push back.
  • We have not gotten to this phase yet at our firm, but will appreciate all suggestions of the various options for Core Competency tracking outside of LTC4. Can the organizers of this webinar provide a list of suggested companies?  They are on LTC4 website.
  • Our firm received buy in that all of our secretaries be LTC4 certified, although it IS optional, it is tied to merit increases and incentive bonuses.
  • We did an in house Styles Certification for secretaries at my prior firm and plan on doing the same this fall after rolling out O365.
  • The learning paths are designed around core legal workflows. It helps you to adapt the core competencies to your firm’s workflow.  You are allowed a certain amount of flexibility to obtain certification. 
  • We use TutorPro Live Content to create eLearning and the Assessments. we use Absorb LMS to record and track their scores. We create the learning and the assessments and then meet with LTC4 for approval.  It definitely is workflow oriented, and you can customize it to whatever applications you are using.  LTC4 also allows you to test 85% of their requirements in case your firm does not use certain applications or workflows.
  • RFP’s are asking if you provide certifications. May want to have language available to provide.
  • Had some crying. A lot were nervous.  Had to be a psychiatrist. 
  • Users have reported increased confidence, document quality, getting users to look at a skill and hone it. Decreased time to format PDF to Word documents and now understand the tools available to them to do this easier.  Users are more organized.  Email inboxes are better organized and have less messages.  The reduction of help desk calls.  Many of the calls were how do I do this.  Typically those calls go to the training department. 
  • The largest area of resistance we get from our secretaries is that they are required to be LTC4 certified by they don't "use" the applications (excel or PPT).
  • For eLearning to assessment launch for year 1 it took about 5 months! It was an unknown then so we are more efficient now but a year if you include the planning


What is the best way to get buy in from stakeholders?

  • It was a work in progress just before I left. The firm was VERY big on business development and that was my push. I found a partner champion who saw the benefits and she had a client who was all about Microsoft brand.
  • It is different in every firm and a steep mountain to climb. Need to convince director of professional development that the more efficient and technology proficient young associates are, the better they are able to assist partners.  Just coming out of law school they are better at social media than formatting Word documents.  They don’t learn this in law school.  Told managing partner that we are going to lose our competitive advantage. 


Learner Engagement/Is the webinar dead?

  • Offer training from their offices. Micro training is 10-15 minutes in length. 
  • We don’t have the resources to do classroom training any more. Same five people always came. 
  • Have received push back holding webinars. They said they cannot sit in quiet area.


Learner Engagement/Is eLearning Dead?

  • Use for pre-learning prior to roll outs.
  • Some users will ask for assistance, they can review videos until a training class is created.
  • It isn’t dead, but trying to figure out how to drive people to it. 

How do you get them to attend training?

  • Feed users and they will come.
  • Ask users to bring a question with them to ask at the end.
  • Candy bars.
  • We do lunch and learns.
  • Breakfast is cheaper.
  • Taco Tuesdays.
  • I train via Webinar for our other two offices. I have 1 hour hands-on classes where I provide snacks. They love the snacks! We just purchased an LMS and have yet to set it up for the firm. We used it for an "iManage Ambassador" program where we had secretaries view the videos, take the quizzes and have a final hands-on exam they needed to pass.
  • Breakfast with Trainer. Half hour breakfast sessions the first Monday of the month. Bring their questions or have a theme. 
  • Food works, but our firm is cutting back. We use Lunch & Learns when we have a big rollout.  We also buy bagels, etc and then get reimbursed.  Cookies in the afternoon.  Users get spoiled and expect it, but they come.  :)
  • No snacks for other offices, only in classroom settings.
  • Provide food for all offices participating. Even remote locations.


Are you promoting CLE credits?

  • Offer CLE for mandatory security training.
  • Yes, I have been CLE accredited for several of my LTC4 initiatives. Our attorneys really appreciate that.


Upcoming Topics

  • Marketing your training.


More Information

  • Link to LTC4 Information:
  • Additional Questions: Register and use the Trainer eGroup or User Support eGroup on ILTA website.
  • Next Meeting: July