Phone system upgrades - mini analysis

Topic for Course: Shoretel Phone System
Audience: All company employees (including remote employees ~ 150)

Background: The company was planning to upgrade our current phone system to the newest version. While there are only a few new features, the interface will look very different. Training was notified that we would need figure out how to insure all employees know how to use the upgraded system. As Training is the newest department in the company, we realized that there has never been any formal training on the phone system. We suspected that all employees could benefit from training on the system - old and new features.

Mini Analysis description:
1. Questions used in the survey? The questions were crafted to illicit information about how comfortable our employees felt using the phone system. I asked questions like: "Rate your confidence in your ability to do the following tasks" and supplied five options ranging from "Extremely confident" to "Not confident at all." I also invited them to leave additional comments.

2. Fifteen people took the survey.

3. The mini-analysis confirmed that we should build a course that encompassed all the important functionality - not just the new features. We also received an email from a remote employee who was frustrated with his own ability to access voice mails and respond in a timely manner to his sales clients.

4. I used this information to sketch out a course outline that would provide soup-to-nuts instruction on how to use all the phone's functionalities. Survey comments also addressed the need for training that all employees could access (remote and in-house) at their leisure, and one that would allow them to find out quickly what they needed/wanted to know.