"...It's critical that your employees or coworkers understand the severity of the risk and their role in preventing compromise. Every employee with access to a computer has the responsibility to undergo training covering the risks associated with that access, and every employer has the responsibility to make sure that communication is timely and relevant and mandatory. Employees need to raise their guard and pick up the phone any time something seems out of the ordinary. ...If you want a good turnkey solution for that in place, check out Capensys' Sentinel, which can map to the LTC4 core competency framework. The cliché that you are only as strong as your weakest link has never been more accurate than it is here...'
Capensys announces the launch of Sentinel, a security awareness program, in partnership with MediaPro.* Sentinel promotes a culture of “Security Warriors” – employees who are dedicated to protecting the firm’s security.
The Sentinel program provides a structure to expand employee knowledge, change employee behavior, and build a risk-aware culture. The framework provides an overall strategic process to create a measurable security awareness program. This security solution meets the needs of any size law firm by integrating assessment/measurement tools, planning guides, award-winning online training, reinforcement materials, and live seminars. The Sentinel team works with you to analyze your requirements and guides you toward an awareness solution that suits your firm’s continuing needs.
Sentinel includes a full offering of services and resources to meet the most stringent security audit requirements.
- Online modules and webinars
- Evaluations to measure and track learning
- Guides, posters and presentations customized to the firm’s needs
- Communication templates
- Consulting services
- CLE-ready and aligned with LTC4
* A leader in the Gartner Magic Quadrant for security awareness training.
Industry trends inspire DRM to take action.
Downs Rachlin Martin PLLC (DRM), a New England based law firm, has always counted innovation among their brand’s key characteristics. When, however, IT Director Karen Norman learned that Kia's in-house counsel D. Casey Flaherty was using attorney technology testing to drive down rates, she knew she needed a way to turn that core trait into hard data, and fast.
In order to achieve the highest level of compliance, Ms. Norman knew she’d need the full support of the firm’s management. She engaged the Managing Partner around the concept of being able to demonstrate the firm’s commitment to innovation through the use of technology. Fully aware of the changes in the market place, the management team was quick to engage the Practice Group Chairs in support of this program. The Practice Group Chairs then nominated a representative from their respective groups to form a committee whose purpose was to identify the specific core competencies they believed were of highest value to clients.
The committee had made notable progress defining the core competencies when Norman learned about the Legal Technologies Core Competencies Certification Coalition (LTC4). LTC4 is a non-profit group consisting of 80+ law firms who have developed industry-standard legal technology core competencies. Ms. Norman felt this helped her cause significantly because it gave DRM an industry standard path to follow.
It was around the same time that Ms. Norman met Capensys, a training company for law firms, LTC4 founders, and vendor members. The firm chose to partner with Capensys because they offer a delivery system that supported 130+ staff and attorneys from 5 different offices accessing the Learning Management System. Equally as important are the KnowledgeChecks, which allow the firm to evaluate the skills learned at different stages of the core competency program, with tools to manage and report on the success of the training program.
How did they implement the program?
Once the core competencies were decided upon and the learning materials and tools from Capensys were in place, the firm promoted the program internally. They applied the firm’s brand standards and named the core competency program ”Step It Up." Most importantly, they devised a reward system that encouraged timely participation. Using monthly incentives, the firm saw a very high level of participation with 100% of staff and paralegals and 80% of associates completing Level 1.
The firm delivered 2 levels of the core competency program. Level 1 consisted of core competencies that were common to all users. Level 2 was customized to align with the jobs and specific roles of users.
The training and IT team reported that the program was going really well. After the Level 1, they sent out a survey to ask for feedback. The feedback was overwhelmingly positive with respondents saying that they had learned something. People commented that it was "Very helpful" and "Not repetitious".
The firm is also using the program very successfully for their new hire program, where they are incorporating a lot of the skills from the Step It Up program. For example, IT trainer Marsha Kuhn makes sure everyone completes the FileSite online learning before they come to new hire training. When users are already prepared it allows her to cover more in her face-to-face sessions.
Capensys’ Resource Gateway was rolled out by the firm to provide reference materials that users could utilize after the training. To encourage self-service behaviour, Kuhn wrote an article about the Resource Gateway and how it can be used for just-in-time support and coaching.
DRM is a now member of LTC4 and will continue to use it as the basis of their core competency program. They feel that working towards LTC4 certification will be very helpful to associates.
The firm was also awarded CLE accreditation for the Security online course provided by Capensys, and attorneys will be going through this to get one hour of CLE.
“All of this serves to help us provide even more value to our clients”, says Ms. Norman.
The firm will be moving to Capensys’ new tool “LIA” (Learning in Action) to continue to build on the core competency program and to measure multiple methods of accomplishing tasks. The firm is also working towards including the completion and mastery of the core competency program into the annual appraisals of the staff and paralegals.
The management team at DRM is pleased with the outcome of the program and feels that continual training in technology provides a competitive advantage and improves the firm’s ability to serve their clients.
Offit Kurman’s vision is simple: to continually better serve their clients and increase the firm’s productivity. To this end, they undertook an up-skilling program to improve technology proficiency throughout the firm. By launching Offit Kurman University (OKU), the firm provided legal professionals and support specialists with opportunities to refine their skills and receive recognition.
Offit Kurman is a US law firm with offices located throughout the mid-Atlantic. With over 100 attorneys, the firm offers comprehensive legal services focused on privately held businesses and individuals. Rob Skinner (IT Director) and Tony Gerdes (Software Trainer) spearheaded the project and partnered with Capensys, a full service training company for law firms, to provide online learning, skills evaluation and just-in-time training tools.
The firm set the following goals for their up-skilling program:
- Improve the onboarding process for new hires by decreasing the time in which a new employee achieves proficiency.
- Decrease labor costs through the efficient use of technology and improved IT processes.
- Review internal processes and improve them by training people to be more skilled in a particular area; For example, the firm wanted all legal administrative assistants and office administrative assistants to be able to enter time for any timekeeper.
The objectives were to:
- Achieve a greater user proficiency and increased usage of current firm applications.
- Increase productivity and company profit margins.
- Improve document security and firm security compliance.
- Successfully rollout Office 2013 and Aderant Expert to the firm.
- Reduce training-related Help Desk questions.
- Create a culture that encourages learning and friendly competition to drive employees to reach higher goals.
Office Kurman University
Skinner and Gerdes named the up-skilling program “Offit Kurman University (OKU)” and approached the firm Managing Partner, Practice Group Leaders and HR to get support and buy-in. They obtained approval for the program by formally presenting the value of the proposed training aligned to the standards of LTC4 (the Legal Technology Core Competencies Certification Coalition). Once they had received the approval, they began to market the program to the firm.
The firm piloted the up-skilling program with administrative staff and legal professionals within a single practice area. As other users saw the success of the certification pilot program, more employees wanted to participate.
The OKU certification program quickly expanded to the entire firm. “After the initial pilot, our scope widened to challenge the firm with new learning goals. This was especially true in the area of Security,” said Gerdes.
Prior to the program being rolled out firm-wide, Gerdes launched a marketing plan to generate excitement and buy-in. The marketing included:
- A mascot competition for OKU to generate a buzz. A small group from representative areas of the firm judged the entries and selected a winner. The winner received a gift card for their idea of the “Flash,” represented by a lightning bolt.
- A weekly email communication, called “Friday Flash Point” (going along with the lightning bolt theme) where they share news about the up-skilling program and promotional videos.
- Advertisements posted in office kitchens.
- In-person demonstrations in each Offit Kurman office so questions could be asked and answered.
- Earbuds branded with the lightning bolt that are distributed to attendees and subsequently to each new hire.
In addition to the marketing, OKU is designed for fun. Tony Gerdes says, “At Offit Kurman, when it’s Summertime, it’s Securitytime.” So his in-person security classes featured a hula hoop activity and an OKU branded beach ball for each participant.
Rolling out the program – A Blended Approach
The training is delivered through a blended approach. Focusing on creating a culture of learning, OKU is the vehicle through which technical and other training is offered. Gerdes explains, “We want to provide the right training at the right time. So, we offer interactive e-learning courses and videos, webinars, in-person classes and floor support. We want OKU to be a one-stop shop for training.”
The firm’s Aderant time and billing training consisted of live classes because it was a new product they were rolling out. The training was supported by online learning videos. The firm requires security training, so these trainings are conducted in-person, online and through live webinars, with online skills evaluations following the completion of training.
In other content areas such as Office 2013 or NetDocuments, Gerdes relied on the courseware from Capensys because they provide a complete program that includes online learning courses, delivery toolsand KnowledgeChecks to evaluate learning. This saved a great deal of time because Gerdes did not have to “re-create the wheel.” Instead, he could focus on developing the larger learning program.
Skills Evaluation and OKU/LTC4 Certifications
The up-skilling initiative is aligned with the Legal Technology Core Competencies Certification Coalition (LTC4) standards and the firm incorporates much of the LTC4 program into their overall training strategy. Gerdes is an active member of LTC4 and particularly liked using the Capensys curriculum because it was developed to support the LTC4 core competencies, which made it easy to implement. For example, Gerdes incorporates the LTC4 Managing Documents and Emails certification into the training of new legal administrative assistants on NetDocuments and Office 2013. “We make sure the training we offer fulfills the LTC4 core competencies, then we evaluate the skills learned using Capensys’ KnowledgeChecks or other assessment tools,” continues Gerdes. ”This makes OKU synonymous with the LTC4 program. When people become OKU certified in Managing Documents and Emails they are also achieving LTC4 Certification.”
As the firm rolled out Aderant, they built their training around LTC4 required skills. The training was so effective and well received that nearly 20% of the administrative group sought to become LTC4 certified without much prompting.
Nearly 100% of the firm’s employees received their certification in Cybersecurity from the Securitytime courses. Offit Kurman was the first firm globally to award this certification.
Certified employees are recognized in the “Friday Flash Point” email. This weekly email also includes tips that came from the certification courses, creating an organic and ongoing marketing campaign.
The firm expects to continue implementing the LTC4 program into their overall training strategy. For example newly hired Legal Administrative Assistants are expected to complete their Managing Documents and Emails certifications within their first 90 days.
“The LTC4 certifications form the core of our training initiatives, but are not the only initiatives we are pursuing. We are also looking at a “paper-light” initiative and soft skills training,” continues Gerdes.
How are we doing? Feedback
Some employees chose to participate in professional learning cohorts. These participants would work on assigned parts of the Managing Documents and Emails certification throughout the week (about 20-30 minutes of online learning/KnowledgeChecks per week). They then had the option of joining a conference call to discuss their insights, concerns, etc. Cohort members were recognized with a small reward (gift card, special breakfast) after completing their certification. This had the added benefit of connecting colleagues who worked in different offices and had never met in person.
The program also received very positive feedback through surveys. “Every survey respondent said they would participate in a second certification program…and many have. This worked so well I intend to offer additional cohorts as we move forward with other certifications,” says Gerdes.
Many of the survey respondents offered testimonials:
“Continuing my legal administrative education is at the forefront of my career. Since I had no knowledge of NetDocuments, the OKU Certification program has helped me with learning this software.”
“Overall, I enjoyed the OKU Certification and think that it is beneficial to both my professional growth and the overall growth of the firm.”
“Spend a little time and you’ll see the return on your investment.”
“You can just pick things you think you need training on and get it immediately.”
“The courses are packed with information […and] allowed me to gain a lot of information quickly.”
How did the firm measure success?
In addition to the positive feedback gathered by the surveys, Gerdes worked to gather pre and post data on improvements. This information was shared with the firm and generated more interest in the second round of OKU
For example: The percentage of new hires who felt proficient with the firm software in the first 1-3 weeks was 68% prior to OKU. Since OKU, that number increased to 85%. Veteran users were also reporting that by learning new features or shortcuts they were able to work more efficiently.
The firm’s LMS usage increased greatly. At the one year anniversary of OKU, users had accessed more than 900 courses and logged more than 100 hours of training.
Sharing this data with the firm led to inquiries from other departments and practice groups to leverage the power of the training platform.
Gerdes says, “We built the relationships first. It is a lot easier asking friends to work with you on a venture than to have to sell someone solely on a promise. We had fun. Contests, prizes, videos that highlighted staff members and most importantly, we learned useful and relevant information that helped participants do their jobs every day”.
Improving the program
The firm plans to continue the program. In the next iteration they will be working to gather more baseline data from those who participate so they can more clearly show the improvement. The firm also plans to incorporate social learning and gamification into the learning program.
In addition to the LTC4 Managing Documents and Emails, Security and Time & Billing certifications, the firm is also going to start offering Working with Legal Documents certification in the fall of 2015 and E-Discovery certification in 2016.
London, New York & San Francisco: Capensys Ltd. announced today that they have engaged with the following international law firms to assist with up-skilling and rollout projects.
Norton Rose Fulbright Canada LLP, a member of the global legal practice Norton Rose Fulbright, has engaged Capensys as their training partner for their upcoming iManage FileSite rollout. Capensys will be providing internal marketing for the project, online courseware, a learning management system and learning delivery tools. Capensys will also be translating the training materials to French.
East Coast law firms Bulkley Richardson and Gelinas LLP and Faber Daeufer & Itrato PC have selected the Capensys Skill-Up! program to undertake skills improvement projects with their users. Both firms have also joined LTC4 (Legal Technology Core Competencies Certification Coalition) and are using the industry standard LTC4 Core competencies as the foundation for their up-skilling projects.
Canadian law firm Mackenzie Lake Lawyers LLP has selected the Capensys Skill-up! program to increase user efficiency and LTC4 certify their users. The firm will utilize Capensys’ online tutorials, KnowledgeChecks and new Learning-in-Action tool (LiA) to train and evaluate skill levels, and implement the Capensys Learning Management System to help manage and report on the training.
California law firm Dannis Woliver Kelley undertook an upgrade to Windows 7, Office 2013 and iManage FileSite. Capensys supplied training and rollout services including online courseware for the new applications, the learning management system, and training delivery tools to provide users with access to just-in-time support materials.
“We are very pleased to have been selected to work with these projects,” says John M. Attinger, Training Director at Capensys. “Training programs are vitally important for firms to remain profitable and competitive, and selecting the right training partner to support these critical projects is so important. Our expertise in working with law firms and legal departments allows our clients to be confident that Capensys will provide the sound advice and white glove customer service that they expect.”
The Capensys Skill-Up! program is a comprehensive “turnkey” up-skilling solution that provides all of the elements a firm needs including online learning, skills evaluation, a learning management system, management metrics, consulting and internal marketing.
Capensys’ Goal-based training approach, blended learning and delivery tools allow firms to provide targeted, workflow-based, measurable training for rollout and upgrade projects, new hire learning and up-skilling projects.
London, New York & San Francisco: Capensys Ltd., a full-service training company for law firms and experts in user adoption and change management, today announced the expansion of their Skill-Up! program to include Learning in Action (LiA), a skills evaluation tool to check user efficiency within any application.
In the increasingly competitive global legal market, firms are facing client demands for greater efficiency in the handling of their matters and the need to maintain profit margins when asked for alternative fee arrangements. It has now become mission critical for firms to increase proficiency by enhancing attorney and staff technology skills. The Capensys Skill-Up! program helps firms improve efficiency and profitability by providing a turnkey training program for attorneys and staff.
Skill-Up! is based on the LTC4 (Legal Technology Core Competencies Certification Coalition) industry standard core competencies and includes all of the online learning and tools needed for implementing a continuous learning and certification program. It also prepares attorneys for any type of technology audit.
The new LiA tool extends Skill-Up! by adding another dimension to the Capensys skill-building and skill-checking suite of tools. LiA records and analyzes a user’s actions across multiple live applications, then compares these with the various correct ways of performing the workflow. It provides a truly accurate evaluation of a user’s efficiency through score and/or and time taken to undertake a set of standard tasks. The LiA tool also allows firm training staff to easily create their own skills evaluation exercises as needed.
DocsCorp has teamed up with education experts Capensys to develop a series of online learning modules for its pdfDocs and compareDocs products.
Capensys Ltd., experts in user adoption, change management and full-service training company for law firms and DocsCorp, a global leader in document productivity software for document management professionals, today announced that they have partnered to create comprehensive online learning for compareDocs 4, document comparison software, and pdfDocs 4, PDF management software to ensure law firms get the most from their software investment.
The Capensys goal-based approach to learning will allow firms to provide targeted training for all types of users, and which will encourage user adoption rates. The content, a mixture of video and audio lessons, will integrate with leading Learning Management Systems (LMS) to help manage an individual’s learning and development needs.
“We are thrilled to be able to work directly with DocsCorp to further develop our online learning library for the latest versions of their software,” said Sue Pasfield Director at Capensys. “Our scenario-based online learning provides a relevant “real world” learning experience for users and is proven to increase user adoption.”
The companies share many customers so the partnership will be mutually beneficial. Knowledge experts from both companies will work closely to create engaging curriculum, which can be offered to both Capensys and DocsCorp clients.
Capensys and DocsCorp will be exhibiting at the upcoming ILTA conference in Nashville on August 17-21, 2014. Capensys will be at booth 321 and DocsCorp at booth 313.
Any firms interested in learning more about DocsCorp and its suite of document productivity software, can contact DocsCorp at: firstname.lastname@example.org.
DocsCorp provides document professionals who use enterprise content management systems with integrated, easy-to-use software and services that extend document processing, review, manipulation and publishing workflows inside and outside their environment to drive business efficiency and to increase the value of their existing technology investment. DocsCorp operates in all countries around the world with customers located throughout the Americas, Europe and Asia/Pacific. More than 3,500 organizations rely on DocsCorp software every day.www.docscorp.com.