Client Problem

A records management project for this Federal Government Department was more than just the introduction of a new system (TRIM Context). It required introducing the concept of electronic records management and training users in the processes and procedures needed to capture documents and email electronically.

Prior to this, project end users in this Department were familiar only with paper based record keeping concepts and practices. The Department also utilised a customised third party product to meet their needs.

To be effective, the records management approach involved creating, arranging, storing, retrieving and ultimately destroying records in a manner that enabled the organisation to meet all legal and regulatory demands placed on it. As a result, all personnel within the Department were required to be aware of, understand and know how to carry their obligations in relation to records management.

SMS Approach

The Department's training approach detailed the relevant business processes necessary for capturing electronic documents, provided hands-on experience with the procedures and detailed the steps required to capture electronic documents. As the Department's TRIM product was customised, SMS Operational Learning worked with the Records Management team to determine:

• Which procedures needed to be documented and trained

• The order in which the procedures should be trained

• The business processes associated with the procedures

• The level of detail needed for the target audience

   

Recommendation

During this project, SMS Operational Learning:
 

• Worked with subject matter experts to update existing paper based Records Management training material. 
• Developed new training materials. This included participant manuals, instructor notes, exercise files and PowerPoint presentations. 
• Developed Quick Reference Guides containing information on general records management, records management policy and searching for files.
• Delivered training for general records management users, specific records management staff and help desk staff
• Provided 'Floor Walkers' to offer on the spot assistance for newly trained users for TRIM upgrade within the Department.

In addition to the training, SMS designed and developed a set of four thematic posters 'T-Recs' that were strategically placed at entrances to the Department’s building in the weeks preceding the TRIM rollout.

The posters were designed to capture the users' attention and gradually create an awareness and understanding of the new TRIM system. The posters were simple to develop, very cost effective and created a fertile and receptive response from the relevant employees.

Outcome

The program developed and delivered by SMS, with its blend of learning, reference and communications, was extremely effective in creating a receptive environment and provided the Department with effective training and support, during implementation and post-implementation.

Effective uptake of the new records management system was high. Critically, resistance to the new system anticipated at the project outset was overcome by the innovative approach which was successfully matched to the culture and expectations of the Department and its people.