The motivation for the new starter WFBS learning projectI think you might be interested in some “homework” I have been doing to create a new starter learning pack for WFBS.

I am sure you all remember your time as a new starter. Perhaps you are a new starter right now. We all want to make things smoother for the new starter, who has a lot to learn. Sometimes it’s hard to know where to start and it’s not always obvious what to learn first.

I am doing this as a personal project, not because it’s necessarily part of my job, but because from my experience there is a need for such a programme and I am keen to collaborate with anyone who also wants to help fill the gap.

I know that some people in Level 2 are working on parts of this already. I don’t want to duplicate effort, or compete or conflict with anyone who is already involved, but I would like to make contact with them to get collaboration going.

I know that there are already some good training materials but these are not always ideal for our support needs.

Obviously I can only give this project a limited amount of time as my full-time job is to provide level 1 technical support, so collaboration would be very useful.

I have already had a good response from a previous email describing this project, so I hope you will be able to respond too.

I have created some Powerpoint presentations which will hopefully act as a study guide to assist new starters in their first encounter with Trend Micro and Worry Free.

The structure of the programmeI expect there to be 4 modules:

1. An introduction to the team and how to learn2. The view of the sales and marketing person – understanding the problems WFBS addresses3. The customer viewpoint – using the product on a daily basis4. The most important section, the world of Technical Support – including case handling and troubleshooting.

I am assuming very little about what people know about anti-malware applications, so we start from near the beginning, never afraid to address issues that might appear to be “obvious”.

What I have done so farThis is very much work in progress.

I aim to produce measurable Learning Objectives first and to qualify those by producing matching questions to check that the Learning Objective has been met. Once the Learning Objectives and questions are validated I will spend time on the learning materials, mainly slides. But there is a lot of existing material to train people once we know what they need to learn. This needs to be agreed.

I have put a copy of modules 1 and 2 on a shared drive in Cork, public_folders on '10.26.0.13'

N:\ian_thiele\New Starter Learning Project

If you need the modules emailed to you just tell me.

The modules are only drafts so far but I have completed objectives, questions and answers for the first 2 chapters of module 2 covering malware and an intro to WFBS.

How you can helpPlease open Module 1, Introduction to Trend Support and Learning. Run a slide show and take a look.

Have a look at Module 2. The Learning Objectives and Questions/Answers are ready to be checked and validated. You can do this for me if you like.

This is what slide 15 of module 1 says:

• Written, presented and tested by Trend Micro former new starters and their colleagues

• Please take part by– Developing and testing new learning objectives– Developing and testing new questions to ensure new starters have the right

level of knowledge to begin supporting WFBS– Writing new slides or documents to explain new features and troubleshooting

techniques which new starters need to know about– Identifying other useful training material both in and outside the company.– We also need new starters to test this course material

Please tell me if you want to be involved as a tester or contributor.

I look forward to hearing from you.

Best wishes,

Ian