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Paychex Single Source Authoring
- 1. SINGLE SOURCE AUTHORING taking a closer look beneath the surface of content creation presented by: Laura Blind & Dan Schaeffer
- 2. Laura Blind Training Content Manager Paychex, Inc. Training and Development Center Dan Schaeffer Learning Designer Paychex, Inc. Training and Development Center
- 3. Laura Blind Training Content Manager Paychex, Inc. Training and Development Center Dan Schaeffer Learning Designer Paychex, Inc. Training and Development Center
- 4. 12,600 Employees 560,000 Clients Almost 100 Products & Services Dozens of Business Units
- 5. TRAINING & DEVELOPMENT CENTER 89 Employees 19 Instructional Designers Support all employees & client employees
- 6. TRAINING & DEVELOPMENT CENTER 89 Employees 19 Instructional Designers Support all employees & client employees
- 7. 12,000+ ILT participants per year 40 ILT Programs 173,000 web-based training hours
- 8. 12,000+ ILT participants per year 40 ILT Programs 173,000 web-based training hours
- 11. What should our outputs support? Meanwhile, beneath the surface…
- 12. Do our current procedures still work?
- 15. Engaged Users Knowledge Onboarding, Ongoing Training, Documentation Experience Walkthroughs, Personal coaching, Screencasts
- 16. Knowledge Onboarding, Ongoing Training, Documentation Experience Walkthroughs, Personal coaching, Screencasts
- 17. System Usage (via new Single Source Projects) engagement engagement engagement engagement engagement engagement 0 10 20 30 40 50 60 70 Jun 2012 Aug 2012 Oct 2012 Dec 2012 Feb 2013 Apr 2013 Jun 2013 Aug 2013 Oct 2013 Dec 2013 Feb 2014 Apr 2014 Jun 2014 Aug 2014 S Initial Onboarding
- 18. S Business Unit Engagement engagement engagement engagement engagement engagement engagement 0 2 4 6 8 10 12 Jun 2012 Aug 2012 Oct 2012 Dec 2012 Feb 2013 Apr 2013 Jun 2013 Aug 2013 Oct 2013 Dec 2013 Feb 2014 Apr 2014 Jun 2014 Aug 2014
- 19. S Business Unit Engagement engagement engagement engagement engagement engagement engagement 0 2 4 6 8 10 12 Jun 2012 Aug 2012 Oct 2012 Dec 2012 Feb 2013 Apr 2013 Jun 2013 Aug 2013 Oct 2013 Dec 2013 Feb 2014 Apr 2014 Jun 2014 Aug 2014
- 20. Phase 1
- 21. Phase 2
- 22. Phase 3
- 23. One to Many (Content to Output) Centralized Media Management Content Re-use (audience & BUs) Centralized Design and Templates
- 24. One to Many (Content to Output) THANK Centralized Media Management YOU Content Re-use (audience & BUs) Centralized Design Any questions? and Templates
Hinweis der Redaktion
- Laura and Dan: Greet the audience
- Laura: Introduces self to audience Dan: “Greetings! Thanks for being here! My name is Daniel Schaeffer. I am Learning Designer with Paychex (Click).
- Transition Slide
- Laura: As we stated, we both work for Paychex, Inc. We are known in the market as “payroll” company – but over the past decade we have grown to become much more than that, branching out officially in areas like retirement, insurance and hr outsourcing. (Click) – Some quick stats about our company. (Click) - We currently have about 560,000 clients (Click) – We have almost 13,000 employees (Click) – and our company offers close to 100 separate products, services, ranging from simple payroll processing to enterprise level solutions serve up combinations of all of our world class solutions. (Click) – Internally, we support all this through dozens of business units that work in close contact with one another.
- Laura: We are members of the Training and Development Center at Paychex. (Click) - We have about 90 employees within our business unit. (Click) - Over that aproximatley 20 Instructional Designers who create content for our other business units. (Click) - Together we support not only our internal employees, but all of our clients as well as their employees.
- Transition Slide
- Laura: A few quick production stats: (Click) – Annually we have about 12,000 participants engage us in some form of training. (Click) – We offer up 40 ILT programs that cater to students from around the nation. We produce a variety of printed and online materials for our programs. (Click) – Additionally we have doled out over 170,000 hours of web-based training so far this year. Our annual totals for ILT and online training usually top a million training hours.
- Transition Slide
- Dan: Prior to our implementation, our content management strategy was to organize individual word files within a shared folder structure. Generating thousands of individual files a year (almost 70k total, 55GB) , this lead to a lot of copying, duplication, and redundancies. So going into our implementation our level of excitement was pretty high. We looked forward to the benefits that we could potentially reap from such a system. Things like – reusing content, publishing content to multiple outputs, taking advantage single-source files structures for multiple audiences.
- Dan: Prior to our implementation, our content management strategy was to organize individual word files within a shared folder structure. Generating thousands of individual files a year, this lead to a lot of copying, duplication, and redundancies. So going into our implementation our level of excitement was pretty high. We looked forward to the benefits that we could potentially reap from such a system. Things like – reusing content, publishing content to multiple outputs, taking advantage single-source files structures for multiple audiences.
- Dan: Upon diving a bit deeper, you start to see complexities emerge out of the murky waters of CMS implementation. Now – it is important at this time to keep one thing in mind – very clearly. By and large - the obstacles we faced where not germane to a particular system, or piece of software. Take a look at some of these (and I am gonna move fast, so I apologize if I make your brain explode) Can folder structures promote reusage by organizing things by topic (where our traditional BU org failed in the past) What is the best practice for linking – who owns the content, how do we handle permisions around it How many outputs do we need, what should that support. What standards need to be enforced, what need to be optional Who should be on the Imp team – who are the stakeholders – how big should the team be How do we incorporate our brand – do our current standards work for reused content across different modalities How doe we tag and organize content – what needs to be called out, what naming conventions should we use All of these things – we found – are bound at the core by one essential question (Click) – “do our current procedures still work?” It may not seem like it, but that is a deeply profound question when it comes to organizational behavior. Cause wrapped up in that is a lot of history. Personal stakes, co-workers ambitions, thoughts, feelings, concerns, all lead your organization to do things the way that have been. As a result, there is a lot of emotion that can come out of that one little question. Is what we have done in the past, good enough for what we have to accomplish in the future? This is also where the software piece ties into the equation. Are we implementing a solution that complements our current practices, does it promote good instructional design, will it help us either be more efficient or promote and ensure standards (in both content and design). When the full realization of this began to set in it was both terrifying and awe inspiring. On one hand you have the enormity of all these things to consider. But on the other hand you have the potential to become that kick-butt organization that chews through problems and spits out gold.
- So, as you move through a transition like this, some important questions start to bubble up from some of the complexity that lies under the surface there. One that we found was pretty simple at core of it – Do any of our current procedures still work? I know some of you might be thinking “well, duh – seems like a pretty obvious question to ask”. And, you know what – it is. But its not the quest that makes this important. It is what is wrapped up in the question. Within all those processes and procedures are organizational structures, workflows, template, imagery, notions of brand and instructional design – all of which had key stakeholders and implementation teams of their own. All effectively unraveling in light of this massive change. And what do they say about change – “Change is scary”.
- Transition Slide
- Dan: So, we formed an implementation team consisting of people from multiple disciplines within our department. And out of that, change management became a central focus. Over the following months we provided some basic training/onboarding in the system and laid out some roadmaps for porting content over into the system. But, like I said – negotiating change can be scary. And on the horizon for our department was a big ol’ heapin’ pile of change. And with an implementation as complicated as this, it’s no surprise that initially – nobody want to go near the thing. (Click) Team members, peers, business partners all went into “evasive maneuvers” and began to position themselves away from using our single-source solution. And most of us have probably been in this spot once or twice. Through no choice of your own, you are asked to learn a new piece of software or a system that is foreign to you. And that lack of familiarity, that lack of confidence can cause a lot of us to do an “about face” and walk the other way. So, who has seen “Deadliest Catch” on Discovery Channel? The captains and crews on those ships navigate some of the roughest waters of on the planet, sometimes through entire fields of ice. You watch that, and ask yourself “what sane person would do that?”. The answer, when you think about it, seems pretty straight-forward. It not the promise of reward, or money or fame that drives them (or anyone else for that matter) forward. It’s not even that they are confident! They will look right at the camera and openly admit they are afraid, and they don’t like their chances! So why do it? It’s just the right combination of knowledge and experience. They know what their boats, crew and equipment is capable of, and they have experienced these waters and ice packs all of their careers. If you got knowledge and experience backing you, all the confidence in the world doesn’t matter. In fact I could argue that, confidence on its own, has probably gotten more than one of us into a bind or two in our lives. So at the end of the day, we had to build these two things – knowledge and experience – in our userbase.
- Laura: So in a similar vein after our initial onboarding didn’t lead to the results we desired, we re-engaged our user base. Both previously onboarded and new users to the system. (Click) We focused our efforts on providing more knowledge. We built new onboarding and training sessions from the ground up. Provided ongoing training for new features like media and reviews as they were implemented. (Click) We coupled that with increased coaching and walkthroughs. Guided exploration in the system as users brought content in or created new content eased transition fears. We are continuing this philosophy into the feature with an upcoming series of screencasts and webinars focusing on system features and benefits. (Click) By engaging early and often, our hope is that buy-in continues and both engagement and system functionality continue to grow.
- Transition Slide
- Laura: So, how did it go? (Click) Our initial onboarding in the system happened in July within the system. After initial exploration by the implementation team our usage fell off dramatically. (Click) Through a series of engagements with our user base via the release of various trainings, documentation, implementation of new features, etc we were able to ignite and maintain our engagement levels. Now, you will notice, that our engagements are occurring (relatively) consistent intervals. Establishing this constant presence, in conjunction with continually refined procedures and best practices has help adoption levels reach new peaks in the past year.
- Laura: (Click) If we take a look at how business units came on over those two years we see a similar trend emerge. As the line moves up, the number of BUs increase. The larger the circle for a given month, the greater the volume of SSPs generated. I know some of you are probably sitting here, looking at this saying “well, duh”. Consistent engagement will yield consistent usage. But, at the end of the day, outside the scope of a massive system implementation, we all have our normal daily responsibilities. Workload doesn’t slow down just because there is a really big system our procedural overhaul going in. In fact, in our case, our workload picked up (get stats if possible) . In the fray of daily tasks, business meetings, misc projects, and never ending scope-creep it is really easy to lose sight of something like this and rest on the assumption that adoption is a given. Nothing is ever a “given”. And just cause you have buy-in from management, your peers, or your team, doesn’t mean others will view this change as helpful, let alone a necessity. This is a lesson we are still learning and refining to this day.
- Laura: So, to wrap up, let’s take a quick look at some samples and what single-source authoring has given us so far. (Click) Our first attempt at single-source output yielded a couple main output types, focusing heavily on print content. Here you can see our workbook and binder outputs.
- Laura: As our experience matured within our software we expanded our output offerings in the second release. We began incorporating our companies new branding model into our output. In addition to that we expanded our offerings to include outputs for jobaids, handouts, binder covers/front matter, as well as formal e-learning modules.
- Laura: We are currently working with our business partners in marketing and various other content generating areas to look for opportunities to refine our brand potentially creating a unique look and feel for our training service both internally and externally. This is exciting because it allows us to continue to look for ways to use our single-source authoring model to create efficiencies and carry our brand (and by extension, sub-brand of training) across our many business units.
- Laura: Through our single-source solution, all of these versions have supported a number of efficiencies and benefits, chief among them being: (Click) – Single Source of content – multiple outputs/audiences (Click) – Simplified re-use of content across audiences (Click) – Centralized management of output templates / design (Click) – Centralized management of media
- Laura and Dan: Thank audience for coming. (Click) – Any questions?