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Symantec Education Services (SES): Overview of Content Development in Symantec
Bilge Gerrits, Sr. Princ. Education Course Developer
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Symantec
• Symantec founded in 1982
• Customer driven philosophy
•Providing security, storage and systems management solutions
• Evolved to become one of the world’s largest software companies
• 18,500 employees in 50 + countries.
• $6.9B Revenues
• Americas: 54%, EMEA: 27%, APJ: 19%
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Content Development in Symantec
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Design Develop Produce
We develop instructional content supported (where relevant) by assessment, accreditation, and certification. • Sales Engineers
• Technical Support Staff
• Consultants
• Customers
• Channel partners
We design training and enablement solutions for internal employees, partners, and customers. • Product training
• Sales training
• Tools/process training for internal teams
We edit, record, produce, and publish training content to internal, partner, and customer-facing learning management systems. • Internal/partner training and
assessments
• Engineering TOIs
• Special events and webcasts
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This enables Content Development to ....
• Support the delivery of training revenues between $10M to $20M in EMEA and globally $40M to $50M
– The training delivered is via a combination of our own staff / classrooms and selected training partners.
– Content translation is on request and funded by internal sponsors. Customer training in EMEA comprises English content delivered in local language.
– Business model is P&L based with cost recovery on employee training development.
• Develop annually:
– 1350 sales training modules
– 6500 technical training modules
– 480 training exams ( Certification & Accreditation covering sales & technical)
– Supporting partner and customer e-content downloads of 1.4 Million +
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We support our varied audience needs by providing a
range of content development options
Content Development
Do-It-Yourself Tools
Self-Service, Rapid Development
Full-Service, Formal Development
Content Development Services
Education Services’ instructional designers and content developers can build any type of training, from instructor-led courses with hands-on labs environments to virtual seminars to self-paced web-based training. Education Services can design, develop, publish, and deliver the training, working with a team of subject matter experts to review and refine the training before release. Primarily reserved for Symantec technical product training for internal, partner, and customer audiences and programs that enable product Sales, Technical Sales, Consulting, and Support. However, vendor services are also available.
LearningExchange (LE)
Use the templates available in the LearningExchange Development Kit (LDK) to build your own training content. Post training yourself to the LE site to share content with others within Symantec, and update your files at any time. Available to internal Symantec employees only. Camtasia Relay
Use Camtasia Relay to capture your own product demos and record your own audio voiceover track. Available to all employees. Modules can be published and tracked in Learning Systems such as SymLearn.
SME Recordings (LiveMeeting, Audio, Video)
Our team of videographers and multimedia experts can record, edit, and produce your training event or SME recording, then post the content in the internal, partner, or customer learning management systems. Content may also be published in the Altus platform, a fully-searchable web-based platform that includes audio transcription and downloadable MP3s and MP4s of your content. Requires advanced scheduling to ensure availability of media specialists.
PPT > Interactive WBT Conversions
Using your PPT content, our team of eLearning experts can convert your slides into an interactive web-based training module.
PPT > Instructor-Led Training Conversions
Using your PPT content, our team of publishing experts can convert your slides into an activity guide that can be used in facilitating live or virtual instructor-led training.
Advise & Enable
Convert, Enhance, & Record
Collaborative Media Options
Design & Develop
$$$$$ High cost option
$$$ Lower cost option
$$ Lower cost option
$$ Lower cost option
$ No cost option
$ No cost option
More info…
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• Electronic distribution:
– Symantec
• iPad with wireless keyboard and stylus in Symantec ILT classrooms
• Annotation capability with PDF Expert
• Students take content away in USB sticks
– Partner delivery
• Locked PDFs (eBooks/LockLizard)
• No annotation capability
• Hardcopy distribution at extra cost if desired
– Vendor: Gilmore
• For internal & partner consumption we have dedicated portals
Course Materials Distribution
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Our Purchasing options comprise...
• Education Training Credits valid over a 12 month period for any SES offering including public classroom training, onsite training (private), and self-paced training
• eLibrary one-year subscription with access to over 1500 regularly updated on-demand web-based training modules
• Subscriptions available for a single user, multi-users and unlimited users, with an Enterprise subscription that includes volume discounts
• Training Bundle Options:
– Premium Training Bundle - Instructor-led training (ILT) or Virtual Academy (VA), access to the On-Demand Instructor-led Training, access to the eLibrary* and a certification exam voucher
– Standard Training Bundle - offers Instructor-led training (ILT) or Virtual Academy (VA), access to the On-Demand Instructor-Led Training and a certification exam voucher
– Self-Paced Training Bundle - includes On-Demand Instructor-Led Training, access to the eLibrary and a certification voucher
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Tech Centers
• Product-specific (not available for all products)
• eLearning annual subscription training offerings with modules added on a biweekly basis based on key features, functionality and support calls
• Short on-demand modules designed to help quickly fix problems and get the most out of Symantec investment
• Annual subscription per user
• Several FREE Sample modules are available
• Global Launch in English
• Free Access to Symantec Partners
• For more information: Visit Symantec Backup Exec Tech Center: http://go.symantec.com/education_betc
• For more information: Visit Symantec Endpoint Protection Tech Center: http://go.symantec.com/education_septc
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Thank you!
SYMANTEC PROPRIETARY Copyright © 2013 Symantec Corporation. All rights reserved.
Thank you!
Bilge Gerrits
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Appendix A
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Range of education development options
Symantec Education Services presentation for CEdMA
Do-it-yourself tools: SEES LearningExchange
Create, Learn, Share.
• Web application that makes it easy to exchange informal training with your peers.
• Anyone in Symantec may upload, share, and update training content for other Symantec employees.
• Search filters allow users to find training by product, audience, or job task.
• Downloadable LearningExchange Development Kit (LDK) provides templates, best practices, and guidelines for creating your own training.
• Includes samples and templates for creating job aids and user guides.
• Includes Camtasia Relay, an easy-to-use recording tool that allows Symantec employees to capture and produce their own on-demand training.
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Do-it-yourself tools: SEES LearningExchange Development Kit (LDK)
LDK
• Downloadable LearningExchange Development Kit (LDK) provides templates, best practices, and guidelines for creating your own training.
• Includes samples and templates for creating job aids and user guides.
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Quick Reference Guide User Guide FAQ
Education PPT templates, course outlines, graphics, instructions
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Do-it-yourself tools: The media library
Media library
• Centralized repository that includes stock photography, graphics, PowerPoint layouts, and other resources to help create dynamic/engaging PowerPoint presentations.
• Newly developed and now available to all employees through the LearningExchange Development Kit (LDK).
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Do-it-yourself tools: Camtasia Relay
Camtasia Relay
• Camtasia Relay is an easy-to-use recording tool that allows Symantec employees to capture and produce their own on-demand training.
• We have a corporate license – everyone in Symantec can use this tool.
• Download, installation, and usage instructions are available on the LearningExchange.
• Capture and record yourself presenting a PPT, demonstrating an application or tool, navigating a website, or walking through a document.
• Automatically publish your recording to the Camtasia Relay server, which sends you back a URL to the published recording, which you can then share with anyone in the company.
• Post your link in the LearningExchange to share with everyone in the company.
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Capture and record yourself presenting a PPT.
Capture and record yourself walking through an application or command line demo.
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Collaborative media options: SME recordings
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Subject Matter Expert (SME) Recordings
• Our media services team can record:
• LiveMeetings, In-person events
• Application demos
• One-on-one presentations
• Digital whiteboard sessions
• Enhancement services:
• Edit recordings to remove dead time or unwanted content.
• Audio can be enhanced to minimize background noise.
• Content can be modularized and indexed.
• Publishing options:
• Post in SymLearn and/or PartnerNet.
• Published in Altus portal (rolling transcript of speaker, enhanced searchability, MP3 and MP4 downloads, downloadable PPT and transcript)
• Dependent on resource availability and funding.
• Costs ~ $2700/Finished Media Hour for Altus transcription and posting, plus videographer travel costs for in-person video recordings.
In-person event, recorded and published in Altus portal.
LiveMeeting recorded and published in SymLearn.
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Collaborative media options: Converting PPT content to web-based training
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Web-Based Training (WBT) Conversions
• Our eLearning team can convert your PPT presentations to interactive web-based training.
• We will record your speaker notes to create audio track.
• eLearning enhancement and development services:
• Instructional design guidance (help identify learning objectives, course/module structure, sequence)
• Graphics enhancement.
• Content editing.
• Animations.
• Develop flash interactions (based on existing templates and/or demonstrations).
• Record and synch audio with animations.
• Publish in standard eLearning wrapper which includes navigation, outline of topics, transcript of audio, and search window.
• Publishing to SymLearn and/or PartnerNet.
• Dependent on resource availability.
Web-based training converted from PPT content.
Flash interactions can be included within WBT content.
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Collaborative media options: Converting PPT content to instructor-led training
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Instructor-Led Training (ILT) Conversions
• Our content development team can convert your PPT presentations to a student guide for instructor-led training (live or virtual instructor-led).
• ILT enhancement and development services:
• Instructional design guidance (help identify learning objectives, course/module structure, sequence)
• Graphics enhancement.
• Content editing.
• Publishing PDF student guide from PPT Notes view.
• Add cover, table of contents, pagination, running footers.
• Guidance on how to schedule an ILT and post classes in SymLearn.
• Dependent on resource availability.
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Collaborative media options: Online assessment development
Online Assessment Tests/Exams
• Use our Word template and guidelines to write an assessment test to gauge mastery of your training content.
• We will publish your assessment test as a separate activity in SymLearn and/or PartnerNet.
• You determine the number of items and passing score.
• You can set a time limit, if desired.
• Create a pool of items that can be randomized, so students do not all receive the same items in the test. Item choices can also be randomized.
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Full-Service content development
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Content and Lab Development
• The primary focus of our in-house team of instructional designers, content developers, and lab developers is to develop technical training that supports Symantec products.
• We develop technical product training for internal, partner, and customer audiences and programs that enable product Sales, Technical Sales, Consulting, and Support.
Customer Training: http://www.symantec.com/business/training/
Internal Technical Training on SymLearn: http://symlearn.ges.symantec.com/Home.aspx
Partner Training on PartnerNet: http://www.symantec.com/partners/learning/
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Appendix B
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Education Development Tools and Processes
Symantec Education Services presentation for CEdMA
Audience Role-Based Curriculum Path
Customer D E [SCS Cert] F
Sales A [SSE] H
SE/Partner SE A [SSE] B [SSE+] D E [STS] F G H
Consultant/Partner Consultant D E [STS] F G H C [ASC]
Support/Support Partner D E [STS] F G H
Technical Sales (eLearning)
SSE Accred SSE+ Accred ASC
Assessment STS Accred
SCS
Certification
Differences* (D, E, F, and/or G)
(eLearn)
* Differences: A “bridge” between releases; may include topics from all content blocks D through G.
Consulting (ASC)
(ILT, VA, and/or eL)
C
Sales Training (eLearning)
A
Manage & Administer
(ILT, VA, and/or eL)
E
Role-Based Tools & Process
(eLearning)
H
Install, Config, & Deploy
(ILT, VA, and/or eL)
D
Maintain & Troubleshoot
(ILT, VA, and/or eL)
F
Advanced Topics
(eLearning)
G
Typically developed in collaboration with SMEs outside of
Symantec Education Services (SEES) using various tools.
Dependency on SMEs in PM, PMM , Field Enablement, and/or
Services Delivery.
Typically developed in collaboration with or outside
of SEES using various tools.
B
D + E = Administration
Comprehensive Curriculum Model
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Course Development Methodology
Universal Content Methodology (UCM): A development
methodology that enables course development to
produce content for three training delivery types:
Instructor-Led
Training (ILT)
Traditional ILT with
hands-on labs
delivered in a
Symantec Education
classroom.
Virtual Academy
(VA) Training
All-online blended
training that combines
live webcasts, OD
training, and hands-on
labs accessed
remotely.
Web-based
Training (WBT/
OD-ILT/eLibrary)
Self-paced, web-
based training
delivered online.
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UCM Development Tools
Tool Use Benefits Limitations
Adobe FrameMaker
ILT (Tier 1) Student Guides
VA (Tier 1) Student Guides
Premiere desktop publishing tool
Industry standard
Control, consistency, stability of large documents
Some training/skill required to use.
Not an application that all instructors have.
MS PowerPoint ILT, VA, WBT slide sets for ALL tiers
ILT, VA student guides for Tier 2 and 3
Industry standard
Flexible for all delivery types
Not a consistent publishing tool; some gotchas when using to develop large docs (no auto-generated TOC for example)
Adobe Presenter & Articulate Presenter
WBT, VA self-paced modules for ALL tiers
Easy to use
Efficient, flexible PPT plug-in
Enables animation, audio
Bugs and support issues with Adobe in the past resulting in migration to Articulate
Adobe Acrobat PDF publishing for student guides for ALL tiers
Industry standard None
Adobe Captivate and Camtasia
Demos/simulations for use in WBT, VA, ILT for ALL tiers
Quick and efficient for creating demos More time-consuming to add interactivity
Altus Demos plus video for use in WBT content for Tier 4
Ability to add video to WBT content
External vendor; no bandwidth limitations on content storage
Proprietary tool and technology
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End of Presentation