Show Highlights:

• Jessica Young's background in creative operations and work with Pica9, both on the client and vendor side.
• Levels of sophistication in automation in creative operations and training.
• The differences between end-user and administrative training and the roles they play.
• The importance of documentation that comes with training.
• A blended approach to customization and standardization in training, depending on the topics and learning styles of the team.
• The best kind of learning is hands-on.

Quotes:

Kevin: The impact of training on the system

“As our knowledge base has grown, as our training has become more systematized, we've seen a kind of a corresponding decrease in support tickets, just overall volume across systems. I wouldn't say anything scientifically. But generally, as a trend, the training, and the upfront orientation have improved. We've seen the systems themselves start to operate on a greater scale, and with less moment-to-moment or day-to-day intervention.

Jessica: Being proactive, instead of reactive

“I think it gets back to people want to self serve. They wanna feel like they can either understand the system intuitively or they can find the answer really quickly. And it just goes to show, system administrators, and we've seen this within Pica9 itself as well, is that people wanna be proactive. They don't wanna be reactive. They wanna think, you know, within what am I reasonably going to get and how can I not get pecked to death with like one-off questions of, you know, 'hey, um, I don't understand this.'”

Connect with Jessica and find out more about her work:

• About Jessica

Connect with Kevin and find out more about his work:

• About Kevin
• About Pica9
• Pica9 Website

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