Alston & Bird

Alston & Bird LLP in Good Hands

“The fact that I knew we were in good hands was a huge deal- once we were through the pilot, we knew there was a lot of work ahead, but we knew we were going to have a successful rollout with Traveling Coaches as our partner.”
— Nola Vanhoy, Director of Practice Innovation

THE CHALLENGE:

Rolling Out Office 2010/Windows 7 Calls for Partnership

THE CHOICE: WHY TRAVELING COACHES

Over 120 firms, totaling more than 90,000 users, have partnered with Traveling Coaches for Office 2010 and 2007 migrations. The stark differences in the upgrade from Windows XP and Office 2003 to Windows 7 and Office 2010 showed to be a cause of concern for Alston & Bird. As a result of a small window to prepare for training and floor support, the firm saw the value of Traveling Coaches’ experience of repeated success with Windows 7 and Office 2010. Not only did Traveling Coaches have the expertise to support the project, but their products and services were packaged so well they provided the jumpstart Alston & Bird’s rollout needed.

THE SOLUTION: COACHES AND THEIR TOYS

The rollout was planned in a way that would be a minimal event for most users. Alston & Bird spent a great deal of time in storyboarding and planning the marketing and user experience upfront. These efforts paid off in a huge way and greased the wheels for the rest of the project. Leveraging Traveling Coaches’ User Adoption Materials (formerly Rollout Kit) for Office 2010, Alston & Bird was able to draw from the methodology and tools and tweak or customize for their specific needs.

THE PROCESS

  1. Alston & Bird storyboarded the entire user experience and message. While the firm was very experienced at large rollouts, this time they added new phases to their methodology and the additional steps were definitely one of the major success factors of this project. Project leaders applied a very methodical approach to user facing communications, making sure everybody in the firm had a clear understanding of what to expect and when. The firm’s CIO and Director of Practice Innovation traveled to every office to promote the rollout and answer user questions. They leveraged Traveling Coaches templates and concepts for WOW! Sessions and kicked off these events with technology commercials provided by Traveling Coaches.

  2. The firm used the Traveling Coaches roadmap to determine timing and steps and then factor in their own ideas and requirements for user adoption.

  3. Next, Alston & Bird placed the eLearning content from Traveling Coaches on the firm’s intranet. Many secretaries along with attorneys and other staff took advantage of the eLearning as “preLearning” to start to get comfortable with the changes in Office 2010 and Windows 7. Each office was encouraged to start working through the modules 30 days before their city started the rollout. Users were very appreciative of the eLearning.

  4. Alston & Bird used Traveling Coaches Training Guide, Learning Plan Worksheet and Quick Reference Cards to map out the curriculum and classroom training plans for various learner audiences. While the firm made some revisions to the materials to reflect certain customizations, many of the materials provided by Traveling Coaches required minimal reworking.

  5. Next it was time for classroom training and floor support. Traveling Coaches partnered with Alston & Bird providing the firm Train-the-Trainer, and also providing personnel to supplement Alston’s User Training and Floor Support.

  6. Floor support tools were leveraged, and Alston & Bird users found the stoplight cards to be especially helpful. Floor support was a clear highlight for the project according to Alston & Bird. Users loved having the dedicated floor experts available to them during the first several days of production.

THE RESULTS: A FAST, SEAMLESS ROLLOUT WITH A TRUSTED PARTNER

Traveling Coaches was engaged by Alston & Bird in March of 2011 with the goal of completion for the project set before Labor Day. The project successfully finished within a week of the planned executed date. Users enjoyed new equipment and feature enhanced upgrade and project leaders enjoyed peace of mind in knowing they were in good hands with Traveling Coaches.

KEY TAKE-AWAYS

  • Traveling Coaches User Adoption Materials saved Alston & Bird untold hours of curriculum development. The fully customizable curriculum played a significant role in the project’s success.
  • Alston & Bird’s marketing upfront was key to helping lawyers understand the process and commit to attend training. Attorneys in the firm found the training extremely helpful and concise. Most attorneys attended a 2 hour session, but some even attended a longer 4.5 hour session by choice.

  • Once through pilot, Alston & Bird had complete assurance and confidence in Traveling Coaches as their training partner and they knew it would all be okay.

  • Traveling Coaches floor support proved to be invaluable. After the first week of the rollout, Alston & Bird realized that having people right by users’ sides to help made a huge impact.

  • This rollout, which included a total hardware replacement, resulted in a positive change across the firm’s entire user population. Surveys of user feedback of the training and floor support (post rollout) were extremely positive and really reflected the extra effort the firm had made to deploy these resources.