[email protected] Case Study
Cisco Unity Messaging – Training Strategy
September 20, 2004
“Get the Message”
Session Number
Presentation_ID
© 2004 Cisco Systems, Inc. All rights reserved.
1
Overview
• Challenge
Develop training solution that would facilitate acceptance and
adoption of Cisco Unity™ by approximately 35,000 Cisco®
employees.
• Solution
Provide variety of training offerings, from Web-based modules to
wallet cards and quick reference guides, in a centralized Website
location for users to select and use at their convenience.
• Next Steps
During initial implementations, capture user feedback regarding
pre-enrollment instructions, Web-based training, Executive
Assistant workshop, and train-the-trainer sessions to continue to
improve and update training materials.
Rich Gore
© 2004 Cisco Systems, Inc. All rights reserved.
2
Background
• Program Unity is a joint initiative between Cisco® IT
and the Cisco Enterprise Communications Software
Business Unit (ECSBU) to globally replace the
existing Avaya Octel voice messaging system with
a Cisco Unity™ system—the largest Cisco Unity
deployment ever undertaken
• Training track was chartered to work from a global
perspective yet maintain flexibility to accommodate
differences in culture, language, and user
preferences that existed across the four Cisco
global regions
Rich Gore
© 2004 Cisco Systems, Inc. All rights reserved.
3
Challenge
• Understand needs of end-user audience
• Help to reduce Day 2 support issues
• Encourage users to enroll in system before site
cutover
Rich Gore
© 2004 Cisco Systems, Inc. All rights reserved.
4
Challenge—Understand Needs of End Users
• Goal—Develop training solution that would
facilitate acceptance and adoption of Cisco
Unity™ by approximately 35,000 Cisco®
employees
• Challenge—Who are these users and what
do they need
• Distributed Global Voice Mail survey to all
employees to learn about voice-mail usage
and training preferences
• Conducted focus group pilot test with
executive assistants in San Jose, CA, and
Europe
• Results from both activities validated
assumption that employees use voice mail
differently, depending on their
organizational roles. High message volume
“power users” would require targeted
training
Rich Gore
© 2004 Cisco Systems, Inc. All rights reserved.
5
Challenge—Reduce Day 2 Support Issues
• Proactively mitigate Day 2 support calls by
calculating the top learning issues that could be
addressed by end-user training:
Enrollment
New phone conversation
Power-user learning needs
• Developed online training modules and a variety of
learning aids, and communicated their availability
to users before, during, and after a site cutover
Rich Gore
© 2004 Cisco Systems, Inc. All rights reserved.
6
Challenge—Encourage Users to Enroll in
System Before Site Cutover
• Enrollment in the Cisco Unity™ system before cutover is
important for two reasons:
Allows users to try system and training before system is “live”
Activates “Name Confirmation feature” when users record their
voice name during enrollment
• Simplified enrollment process by developing Cisco® Personal
Communications Assistant Redirect (Cisco PCAR), which lets
users log on to Cisco PCA with their intranet password and
set their voice-mail password
• Encouraged users to enroll in Cisco Unity system with
frequent communications, an open enrollment period before
the cutover, and various user information from the Program
Unity Website
Rich Gore
© 2004 Cisco Systems, Inc. All rights reserved.
7
Solution
• Training strategy
• End-user training
• User learning aids
• Executive Assistant workshop
• Localization
Rich Gore
© 2004 Cisco Systems, Inc. All rights reserved.
8
Training Strategy
•
Training could not be “onesize-fits-all” because the user
group was too large and
diverse. Training needed to be
scalable yet effective.
•
Developed a variety of training
and information materials to
meet users’ needs
•
All training is published on the
Program Unity End-User
Website so that users can
choose materials at their
convenience
Rich Gore
© 2004 Cisco Systems, Inc. All rights reserved.
9
Solution—End-User Training
Offered as a combination of Web-based training and
viewlets (short interactive simulations built from
screen captures and PowerPoint slides)
Rich Gore
© 2004 Cisco Systems, Inc. All rights reserved.
10
Solution—End-User Training
Structured as six short modules that can be combined into a set
of recommended lessons, depending on user role. Two modules
are specifically targeted to power users.
Module
Title
Recommendations
Module 1
Getting Started with Unity Voice Messaging
(viewlet, 4 lessons, English)
Required for executive
assistants:
Modules 1, 2, 3, 4, 6
Module 2
Cisco PCA: Unity Assistant and Unity Inbox
(WBT, 7 lessons, 9 languages)
Module 3
Setting voice preferences from your telephone
(viewlet, 4 lessons, English)
Module 4
Distribution Lists (viewlet, 2 lessons, English)
Module 5
Up to Speed with Cisco Unity: Sales and CAP
Managers (viewlet, 2 lessons, English)
Module 6
Supporting Executive Staff: Executive
Administrative Assistants (WBT, 1 lesson, 9
languages)
Rich Gore
© 2004 Cisco Systems, Inc. All rights reserved.
Recommended for sales
and CAP managers:
Modules 1, 2, 3, 4, 5
Recommended for all
Cisco® employees:
Modules 1, 2, 4
11
Solution—User Learning Aids
• Surveys and focus groups indicated that users preferred a
variety of methods for learning the Cisco Unity™ system.
• The following materials are currently offered from the
Program Unity Website:
Badge card
Cisco Unity Menus and Shortcuts (wallet card)
Cisco Unity at a Glance quick reference
Cisco Unity Server Information
Cisco Unity Voice Messaging FAQs
Cisco Unity User Guide
Distribution List Manager (DLM)
User Guide and Online Help
Rich Gore
© 2004 Cisco Systems, Inc. All rights reserved.
12
Solution—Executive Assistant Workshop
• Three-hour, instructor-led workshop developed for
executive assistants (in addition to Web-based
training module)
• Workshop designed to help assistants learn the
Cisco Unity™ system as well as to teach executives
that they support
• Workshop mandatory for all executive assistants
Rich Gore
© 2004 Cisco Systems, Inc. All rights reserved.
13
Solution—Localization
• Cisco Unity User Guide, two quick reference
guides, Module 2 and Module 6 were translated into
eight languages
• Localization costs for Web-based training includes
translation of audio scripts, onscreen text, and
audio narration, and are calculated according to
word count for each
Localization can be very expensive, but also important to
the target audience
Having stable product interface and minimizing changes
can help contain cost
Rich Gore
© 2004 Cisco Systems, Inc. All rights reserved.
14
Next Steps and Anticipated Results
• Global implementation of Cisco Unity™ began in
June 2004, starting at smaller sites then migrating
to larger sites such as San Jose, CA, and Research
Triangle Park, NC.
• During initial implementations, Training track hopes
to gain feedback about pre-enrollment instructions,
Web-based training, Executive Assistant workshop,
and train-the-trainer sessions.
Rich Gore
© 2004 Cisco Systems, Inc. All rights reserved.
15
Resources
More information about Program Unity
is available at the following URLs:
•Steps to Success page:
http://www.cisco.com/go/stepstosuccess
• Cisco Unity™ Training: Current ECSBU Cisco
Unity training classes
are located at http://www.cisco.com/pcgibin/front.x/wwtraining/CELC/index.cgi?action=Cours
eList
Rich Gore
© 2004 Cisco Systems, Inc. All rights reserved.
16
This publication describes how Cisco has benefited from the deployment of its own products.
Many factors may have contributed to the results and benefits described; Cisco does not
guarantee comparable results elsewhere.
CISCO PROVIDES THIS PUBLICATION AS IS WITHOUT WARRANTY OF ANY KIND, EITHER
EXPRESS OR IMPLIED, INCLUDING THE IMPLIED WARRANTIES OF MERCHANTABILITY OR
FITNESS FOR A PARTICULAR PURPOSE.
Some jurisdictions do not allow disclaimer of express or implied warranties, therefore this
disclaimer may not apply to you.
Rich Gore
© 2004 Cisco Systems, Inc. All rights reserved.
17
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