User Story City of Mannheim, Germany VIDEO TRAINING SERVER. Migration Training Project “The Instant Learning Server® supports our 4,000 users when they have questions • Migration of 4,000 work- about all aspects of Microsoft Office every stations to Windows 7 and day. Since we started using it, our helpdesk Microsoft Office 2010 can breathe easier.” • Remote training for 300 loca- Gerd Armbruster, IT Director, tions City of Mannheim Many attractive features in the version. Armbruster and his team The Mannheim IT pros quickly new versions and no support in knew that if users felt unprepared found a solution to their require- the near future for legacy sys- for the switch, it could mean consi- ments in the products from SONIC. tems are just two good reasons derable breakdowns in administra- They decided to use the Video for switching to Windows 7 and tive workflows. In its search for a Training Server and the Instant Microsoft Office 2010 according suitable learning solution, the City Learning Server® in tandem. The to Mannheim City Government. turned to the Microsoft training benefit of using the two video The migration of 4,000 local experts at New Horizons of Mann- products together is that users are government workstations be- heim. They provided a compre- not only prepared for the migrati- gan in January, 2011 when the hensive training offer using the on, but are also supported in their city deployed new and innova- cutting-edge learning technology daily work with the software. tive video courses produced by of its partner, SONIC Performance SONIC Performance Support Support. to get employees up to speed fast and improving their effec- Video Double Feature: tiveness and efficiency in the Preparation and Support workplace. “The selection of a long-term A new operating system for the training solution was of the ut- city government means that every most importance for us, one that kindergarten and every library has would benefit learners for a long to come to grips with the new Win- time afterwards,” says Armbruster. dows 7 software. Approximately From the outset, he decided that 4,000 workstations and even more the employees should not be given employees are in the Mannheim onsite instructor-led training to Learning When Learning is City Government network, many of prepare for the switch as it would Needed them working locally at small sites. have involved a much higher finan- A migration of this magnitude was cial and organizational outlay. In To prepare for the switch to the not only a technical challenge. any case, he was not convinced of new software, the video trainer the effectiveness of onsite courses: took all users on a personal tour, “We also needed to ensure that all introducing them to the new fea- employees learned to work with “We know all about learning and tures of Windows 7 and Microsoft the new operating system and new what happens with it: after a cer- Office 2010.The staff were given Microsoft Office applications for the tain time everything gets forgotten access to the learning videos three long term, and make the transition again.” So the search for an e-lear- weeks prior to the roll-out so that as smooth as possible,” explains ning solution was on. It was most they could calmly learn the new Gerd Armbruster, the IT project important that the solution appeal software functions. They used their manager. The City Government to all learners equally, regardless own discretion when to train, and has used Windows XP for the last of what they already knew. The were free to select the chapters ten years, but the old operating learning solution needed to also fit they needed to work through. system is as different as Microsoft perfectly into daily workflows, with People who already used Microsoft Office 2003 is from the current as few interruptions as possible. Office 2010 at home, for example, Instant Learning Server Features and Functions We make knowledge accessible Powerful Search Capability ILS delivers them as searchable learning bursts for use at the moment of apply. Independent if you make use of content could skip certain sections, while Microsoft Word just in case. The logged into another server.” The users with little knowledge of knowledge would be forgotten in new equipment for the city’s com- computers repeated chapters as a flash,” explains Armbruster. The puters also includes 4,000 head- needed. city’s employees can now simply sets. Employees with earphones call up the Instant Learning Ser- on at their workstations as they Once Microsoft Office 2010 was ver® when they need these and seek advice from the Video Trainer up and running on the desktops, similar functions. are no longer a rare sight. “SONIC the Instant Learning Server® then has won us over with its innovative became the principal aid on a day “It takes just two minutes to watch video-learning concept. I’ve ob- to day basis. The innovative lear- the sequence, learn what you need served this particularly among my ning concept is called “Workplace to and clear up all your questi- younger colleagues: they no longer Performance Support” because ons – exactly when you need the read manuals, but delve into the users access support right at their knowledge. There is absolutely no Internet films when they want to desk. Whenever a question ari- reading involved.” An additional know how something works.” ses, the user simply calls up the benefit for Armbruster is that the relevant passage in the learning licenses for the video servers are Learning by video has gone over video to view an explanation and unlimited, something that will as- so well that Armbruster has recei- step-by-step demonstration of sist the administration’s helpdesk ved inquiries from employees who the problem. This precise search long after the migration. would like to have their own lear- technology is in fact, the heart of ning videos set up on the platform, the Instant Learning Server®. The Faster Than Scheduled enabling their employees to learn entire spoken text of the video using proprietary video content. is stored in a database and refe- Informing and training employees, With the Instant Learning Ser- renced with countless bookmarks. procuring and configuring hard- ver®, that’s absolutely no problem This allows the user to find exactly ware, installing software, troub- because user-generated content what they need in the moment of leshooting – a migration project and in-house videos can be in- need. Questions do not only arise of the magnitude envisaged in tegrated in the learning platform during the migration phase, howe- Mannheim required some plan- whenever required. ver. The Instant Learning Server® ning. Armbruster and his team of remains available for the long term six were given a year to migrate The City of Mannheim is delighted to provide expert advice and tips. all the city’s 4,000 workstations. with the progress of its migration A good example is when a function Registration to the Video Training project: “We have already updated is needed that is not normally part Server and Instant Learning Ser- 2,300 computers and there were of daily routine. ver® is a simple process via the no problems.” Armbruster is ahead Intranet. “Users can access both of his tight schedule thus far. Alt- “Take mail merges, for examp- learning solutions through their hough he has until the end of the le. Since it’s not something that normal network connection,” exp- year, he thinks that the migration people do very often, there is lains Armbruster. “This way, they will be complete within just nine little point in providing training in don’t actually notice that they have months. One reason for this is the surprisingly low demand in support by the employees because their acceptance of the new software is Technical components: so great. If there are phone inqui- ries, the helpdesk is often able to • Instant Learning Server®: DEBIAN, MySQL database, video find a quick solution: “For many streaming server, Typo3 backend questions, all we have to do is point them to the Instant Learning • Video Training Server: DEBIAN, Moodle 2.0 LMS Server® as it answers most user questions faster and better than • Immediate server access from the workstation using single we can.” People who prefer to use sign-on technology and Active Directory connection the phone are sent the link to the video by the IT department. • Clients: Internet Explorer, Adobe Flash-Player, Intranet access, headset Contact: firstname.lastname@example.org Toll Free: +1-888-317-8354 www.sonic-performance-support.com We make knowledge accessible t produced by SONIC or if you want to upload self-produced or even user-generated content.