Peer Group Vice President
Honora Wade -
E-mail
Perkins Coie
1201 Third Avenue
Suite 4800
Seattle, WA 98105
p: (206) 359-3712
f: (206) 359-4712
It is often said that User Support "owns nothing and is responsible for everything." Many of the User Support Peer Group's group's interests are "owned" by other peer groups (such as vendor-based PGs like Interwoven or Microsoft). A primary objective for User Support is to continue to forge relationships and opportunities for co-productions with other peer groups.
Further, the User Support Peer Group encompasses a wide range of topics beyond application-specific "how to" information including training, helpdesk, user skill assessment, product bug/enhancement issues, business need analysis and more.
Our goal is to provide peer discussion and educational opportunities that will enhance the adoption and effective use of technology in the legal industry, both by end users and the technology providers who support them. We also strive to provide professional development opportunities for user support providers across the spectrum.
In addition to our PGVP Honora Wade, you may also contact the User Support Steering Committee members listed below for more information about ILTA's User Support Peer Group.
Craig Burt - E-mail
p: (206) 359-8901
Corby Guenther - E-mail
p: (415) 559-6185
Local Programming Liaison
Tony Hartsfield - E-mail
p: (314) 259-2747
Cari Matias - E-mail
p: (816) 572-4418
Maritta Terrell - E-mail
p: (512) 322-5874
Resources
helpful data
- User Support: Beyond the Classroom
Articles included in this white paper:
Gauging Alternative Learning Approaches
Making the Transition to Teaching Soft Skills
The Benefits of Microsoft Certification
User Support Survey Analysis
Why Rollouts Are a Training Issue
Training and Team Communication in the Modern Workplace
- Podcast - The 4 Disciplines of Management with The Cranky Middle Manager - Part 3
02-18-08 - In this series of ILTA User Support Peer Group podcasts, Tony Hartsfield (User Support Peer Group) interviews Wayne Turmel, who is known for his Cranky Middle Manager podcasts. Wayne’s e-book, The 4 Disciplines of Highly Effective, Leadership Exhibiting, Project Nailing, Cheese Moving Managers, reviews the essential skills that every manger should have. In this segment we discuss: Communication Skills, and further resources for managers
- Podcast - The 4 Disciplines of Management with The Cranky Middle Manager - Part 2
02-04-08 - In this series of ILTA User Support Peer Group podcasts, Tony Hartsfield (User Support Peer Group) interviews Wayne Turmel, who is known for his Cranky Middle Manager podcasts. Wayne’s e-book, The 4 Disciplines of Highly Effective, Leadership Exhibiting, Project Nailing, Cheese Moving Managers, reviews the essential skills that every manger should have. In this segment we discuss: Leadership, and Project and Process Management
- Podcast - The 4 Disciplines of Management with The Cranky Middle Manager - Part 1
01-09-08 - In this series of ILTA User Support Peer Group podcasts, Tony Hartsfield (User Support Peer Group) interviews Wayne Turmel, who is known for his Cranky Middle Manager podcasts. Wayne’s e-book, The 4 Disciplines of Highly Effective, Leadership Exhibiting, Project Nailing, Cheese Moving Managers, reviews the essential skills that every manger should have. In this segment we discuss: Business Acumen
- User Support - Resources Within Reach
This white paper looks at various topics related to user support.
Related Events and Job Postings
Events
Upcoming
- San Francisco Area Event
User Support Group/Bay Area Legal Trainers Organization Planning - Washington, DC Area Event
What Are Your Training Goals for 2010? - Toronto Area Event
Providing Superior Helpdesk Service in a Down Economy Past
- User Support PG: So You Want to Start a Mentoring Program?
Join us for this session that will show you the steps one firm took to create a mentoring program from the ground up. - User Support PG: E-Learning Creation with Adobe Captivate
This webinar will introduce you to the basic features and best practices for online content creation in your firm, using Adobe Captivate. - User Support PG: The Power of Persuasion in IT Training
This session is based on the research of Robert B. Cialdini, a noted social psychologist who is currently Regents' Professor of Psychology at Arizona State University. His book Influence: The Psychology of Persuasion is the result of years of study into the reasons that people comply with requests in business and other settings. - User Support PG: The Role of Business Analysis in Law Firms
The role of project manager continues to become more common in the legal vertical - whether it be through dedicated PMs or those who incorporate that function into their responsibilities. Accordingly, can a deeper understanding of formal business analysis increase your firm's success ratio on project and initiatives? What tasks belong to a business analyst versus a project manager? What are some of the tools and deliverables of formal business analysis? And is certification as a BA worth pursuing from the skills development and career enhancement perspectives? Our panel of speakers will discuss these questions and much more.
- User Support PG: Focus Groups - The Input you need for Sucessful IT Projects
Are you listening to your users? Getting critical buy-in from attorneys and staff BEFORE you plan a big rollout saves you time, money and heartache. Learn how to set up, lead and motivate focus groups in your law firm. - User Support PG: Help Desk Centralization - A Case Study
The structure and workflow of a multi-office help desk (or service desk) is a subject of endless debate. Here is an opportunity to hear one firm's experiences about moving from a completely decentralized structure to a global IT Service Desk. - User Support PG: Case Study - Attorney Coaching Program - It Can Be Done!
Julia Montgomery, User Experience Manager at Zuckerman Spaeder LLP, will share their 1:1 attorney coaching program, including:
? Development (buy-in from management; planning & launch)
? Marketing (logo/branding)
? Program structure (initial consultation and interview questions, learning plan development, and ongoing coaching sessions)
? Intranet use for tracking and resources;
? Additional benefits realized (e.g., improved skills sets for Help Desk Staff).
- User Support PG: Office 2007 - Top Features You Need To Know About Word
This webinar is focused on Word. We've heard a great deal about the Ribbon and changed user interface. We'll discuss this but also talk about how to get the most out of the Quick Access Toolbar, Quick Styles and style sets, themes, and Building Blocks. We?ll also talk about the free tools that Microsoft provides to help you prepare your users for the change to Office 07.
- Open Source Software PG: Is There Such Thing as a Free Lunch?
This session will investigate the issues involved in the major open source licenses, and how to identify and manage the risks arising. - Microsoft and User Support PG: Office 2007 - Top Features You Need to Know About InfoPath
The Microsoft and User Support Peer Groups are pleased to continue a series of webinars that highlight new or changed functionality in the 2007 version of applications in the Office suite. - ENCORE WEBINAR - Training on the Cheap
Training on the Cheap - Microsoft and User Support PG: Office 2007 - Top Features You Need to Know About PowerPoint
In this session, we'll focus on the 10 most important things you need to know about PowerPoint 2007. In addition to exposing some great new features, we'll also tackle issues like the file format and backwards compatibility. If you haven't taken a close look at PowerPoint 2007, please join Jeffrey Roach for an exciting inside look at what may well be the most well executed product of Office 2007.