Increasing Productivity through Just-in-time training ... Productivity through Just-in-time training...

WebEx Confidential

Increasing Productivity through Just-in-time training…Webcasts

Channa Mestas,Sr. Sales Training Manager, NetApp UniversityPaul Krueger,Online Learning Systems Administrator , NetApp University

2 WebEx Confidential

Agenda

• About Network Appliance (NetApp)

• Global Sales Webcast Programs

• Webcast Process

• Always Improving

• Increasing Productivity through webcast training

• WebEx Support & Specifics

• Summary and Questions


NetApp…

• Worldwide, enterprise customers

• Fastest growing storage company

– Outpacing the industry by 3x

• Data Center proven solutions portfolio

• Industry-leading partners

• Comprehensive professional services

• Global support

$500M

$1B

$1.5B

• 5500+ Employees

• Distributed in 138+ countries

• 75,000+ installed systems

$2.0B

FY06:$2.07 Billion

FY06:$2.07 Billion

• Fortune 1000

• S&P 500

• NASDAQ 100


NetApp University’s Charter

Audiences

• Sales

• Systems Engineers

• Channel Resellers

• Engineering

• Professional Services

• Partners

• Customers

Delivery Mechanisms

• ILT (instructor-led)

• eLearning Self-paced

• Webcasts

Charter for webcasts

• University-wide– Training Center

– Event Center

• Internal ad-hoc training– Training Center

– Event Center

– Meeting Center

• Company-wide– Meeting Center


Polling Question #1

• Are currently deploying webcasts to Sales?

– Yes

– No

• If you answered NO, please do poll #2

– Do you want to deploy content via webcasts to sales?

• Yes

• No

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In the beginning…


Before webcasting …

• Content we offered:

• Static web pages

• eLearning self-paced modules – from 1-3+ hrs duration

Issues we faced:

• Static web pages not for our sales force

– Too much information

– No sense of priority

– No incentive to review from management

• Dynamic content = expensive maintenance fees


Webcasts: a shaky start …

• Initial focus on solutions training for Sales:

– 25 people maximum per class

– 2 hour classes

– Very interactive – case study-based model

– Break-out sessions

• Results well-below plan

– 2-3 people per class, if any

– Feedback: Boring


Lessons Learned

• Deployed content via webcast too fast - before we fully understood how to effectively use, create and deploy content via webcast

• No training plan for presenters

• No program plan …used the “on-the-fly” model

• Did not market, brand or advertise the webcast tool to our target audience

• No executive sponsorship or leadership


Best Practices

• Create a program and BRAND it with executive sponsorship!

• Create a program like a weekly TV show…same day, same time, same channel, same duration

• Ensure your support team understands the tool inside and out

• Encourage participation from key sales leaders and field interests

• Offer Incentives! E.g. District with most participation gets rewards

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Global Sales Webcast ProgramsAmericas, EMEA and APAC


Global Sales Webcast Programs• Americas:

– Specific Day: 3 weeks of every month

– Duration: 1 Hour

– Live Presenter-led Webcasts twice per day

• Sessions targeted for different time zones

• Same content and messages delivered

– Executive Sales VP hosts every webcast

• EMEA:

– Once per month: Specific day of each month


– 1 Live Presenter-led Webcast per day

– Executive VP hosts every webcast

• APAC:

– Every other week: 2 times a month


– In 4 local geographies, in local languages (Korean, Chinese, Japanese, English)

– 1 Live Presenter-led Webcast per geography/local language

– Local Management hosts every webcast in local languages


Types of Content deployed via webcast

• New Product Introductions

• Selling and Positioning of solutions, products, and/or services (existing or new)

• Sales Success Stories

• Working with Partners

• Analyst Case Studies

• Competitive Information and Responses

• Sales Process, Initiatives and Goals

• Urgent “Call to Action” from Sales Leadership

• Sales Leadership Collaboration/Communication

• Sales Tools

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Process

Create Events in Webex

CalendarUpdated

Funnel Requests to Sales Advisory

Board & Sales VP

Final Topics& Dates

SME’sReview V.1

Conduct Interviewsto Review Final

Content For Dress Rehearsal

V.3 Created

Conduct Agenda Call

Entering the Content Development Process for Webcasts

REQUEST FOR Topics

V.1 Draft Script

Obtain SMEFeedback

Conduct IndividualPre-Interviews

IntegrateFeedback into

V.2 Draft

Assemble Webcast

Project Team

Prepare & CreateContent in

WebEx

Sales to Prioritize Topics

Agenda & Content Outline

Final Content Sent To WebEx Producer

30 Minutes Prior to Webcast Start,

Presenters Meet

Review anyOpen questions

& concerns

WebEx producerRuns Reports

Send Q&A From Session to

SME’s

WebcastBegins

Attendance, Evaluation,

Tests & Quizzes

FAQ DOC

Debrief / CoachWebcast

Interview participants to improve future

webcasts

ImprovementReport

To Team

SME’s to send out any existing

content/materials

Follow-up/Thank You

Email to team

URL’s are Posted to

web

Conduct Dress

Rehearsal

V.4 Make Changes to Content &

Interactivity

Send out invites

WebcastEnds

Resolve any Technical

issues


Polling Question #2

• How long do you think it takes us to create content for a 1 hour webcasts?

– Less than 10 hours

– 15-20 hours

– 40-60 hours

– 61-80 hours


Content Development Process and Ratios

Average of 18 hours preparation for each hour of content:

• 30 minutes Agenda Call

• 1-2 hours of Pre-Interviews

• 1-2 hours of content development of slides by SME’s

• 2-3 hours of development of draft script

• 1-2 hours SME review/SME feedback integration

• 0.5-1 hour of scripting

• 1.5 hours of dress rehearsal

• 0.5 - 1 hour of rewrite

• 1-2 hours of prepare content/build content

• 3 hours of live ILT Webcast

• 1 hour of post webcast work


Webcast Content Best Practices

• Utilize 3rd party partner for content development/scripting

• Communicate the process when a topic is requested

• Start content development 7 business days from webcast delivery date

• Always have a script

• Always conduct dress rehearsals

• Leverage content for global audiences

• Regionalize scripts for international geographies


Why Script?

• Guideline to direct the webcast

• Focus on clear crisp messaging

• Time efficiency

It’s not about …

• Rigid discussion

• Impromptu dialogue


Example Agenda and Timing

• 1 minute before webcast begins: Sales Announcements

• Host Intro: 2 minutes

• Interactive Polling: 2 minutes

• Content: 15 minutes - repeat 3 times per webcast

– Presentation: 10 minutes

– Interactivity: 2 minutes

– Q&A: 3 minutes

• Resources/Where to go for more information: 3 minutes

• Interactive Polling: 2 minutes

• Top of Mind/Call to Action: 2 minutes

• Evaluation: 2 minutes

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Always Improving!


Changes we’ve made to keep’em coming!

• Pre & Post Quizzes

• Survey quiz questions sprinkled throughout

• Increase survey participation

• Audience downloads


Future Changes to Content Format & Interactivity

• Round tables

• Hot Spot

• Web safari's

• Story telling

• Role plays or scenario-based role playing

• Recall games

• Exciting/engaging intro's

• Branching scenario using Flash MX 2004 Pro

• Script variations

• Streaming video of presenters

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How does this increase sales productivity?


Increased Sales Productivity

• Real-time information

• Learn from real-world peer experiences

• Best practice collaboration

• Call to Action – immediate response to issues

• Drive strategy alignment

• Keeps Sales Reps and SE’s in the field and focused


Return on Investment

Where we started… Phase 1

Before…May ‘03 through August ‘03

• 825 total participants attended

• 23 average participants per webcast, 17 webcasts w/zero participation

Where we got to…3 Months later… Phase 2

Example of Nov ‘03


• 63 average participants per webcast

Where we got…Phase 3

Jan ’04 through April ‘04

• 2,205 total participants attended


Where we are now currently at…

Jan ’07 through April ‘07



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WebEx Support & Specifics


Challenges we face

Initial

• Introducing audience to new tool

• Understanding different flavors of the tools

Current

• Security issues

• Audio quality


In April ’07…our first 500+ sales webcast

• Guest speaker- Dan Warmenhoven CEO

• Expected audience of 500+

• 2 power outages

• WebEx support present

• Best highest rated webcast of the year!


Producing Best Practices

• Know your customer!

• Be prepared for anything, have alternate avenues

• Set expectations for content delivery timeline

• Be calm and confident

• Support your presenters and your audience

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Top 5 takeaways!


#1 Element of Success

EXECUTIVE SPONSORSHIP

and DRIVE

#1



Webcast Support!

You want presenters to focus on delivering a crisp, strong message!

#2



Dress Rehearsals!

• Presenters often edit slides 5 minutes before events start

• Presenters are “afraid” of the tool’s interactivity functions

• Presenters underestimate their ability to continue if “something”goes wrong!

#3



Make content engaging and “mix-it-up”

#4



Create an “Advisory Board”

• Made-up of an audience pool that you can bounce feedback off of and validate content with…

• The voice of your target audience

#5

WebEx Confidential

Questions?

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