Training end users in the mining world Katinka van Straaten Anglo American plc [email protected] Session number: B105 [email protected]

Training end users in the mining world

Katinka van StraatenAnglo American [email protected]

Session number: B105

mailto:[email protected]

mailto:[email protected]

ATD TECH-KNOW LINK Your gateway to technical information

Content

• Background• Change is good• theSource• Training end users• The Battle: search engines vs

commercial database• Conclusion


Background

Anglo American

• Global leader

• Range of high quality mining businesses

• Geographically diverse


Background

Tech-Know Link• Information service to technical employees• Make available online information sources• Identify and evaluate new sources• Restructuring – new mandate• Name change


Background

Tech-Know Link

• Some services stopped

• Functions outsourced

• Change in business model

• Staff reduction – online sources – training of staff


Change is good. • “It is not the strongest of the species that survives, nor the most

intelligent, but the one most responsive to change” – Charles Darwin

• Both Tech-Know Link and our clients benefited from the change– E-resources – Focussed services and information– Facilitation– Interaction with clients– Staff’s jobs organised around outcomes


theSource

• Anglo American’s Enterprise Information Portal

• Web based tool – gateway to information in different Business Units

• Worldwide accessibility

• Tech-Know Link – portlet on theSource

• Services available worldwide


Training end users• Internet training – established our

expertise in searching• Training on online databases• Started – long training sessions in big

groups – attempted full coverage of our subscribed databases

• Not as successful as we had hoped – experienced some problems


Training end users• Changed sessions to 1-hour sessions

• One database per session

• Merely an introductory session

• Recommended one-on-one sessions for specific searches


Training end users• Training – most successful – client needs

something now• Tracking understanding easier in one-on-one

sessions • Maintain awareness of client’s capacity • One-on-one sessions beneficial to us as well

– awareness of research – better understanding of bigger Anglo’s business


Training end users• We accommodate individual preferences• Three types of clients• Be sensitive to their needs – beware of

damaging relationships• Not compulsory to do their own searches• Meeting new employees• Weekly visits to Business Units not at Head

Office• Travel to mines in South Africa and other

parts of the world


The Battle: search engines vs commercial databases• Desperate people willing to believe any site• Technical info found on internet – importance

of evaluating the source• Training – show clients how results differ• Depending on context – start with commercial

databases and then move to public domain search engines

• Continuously reinforce this message


Feedback from our clients

• I have always been impressed by and found the Tech-Know Link staff to be professional, helpful and knowledgeable in obtaining technical information.

• They were very professional and knew how and where to look to find the information quickly. A wide range of sources were consulted and they even knew some of the subject matter.

• I really value Tech-Know Link - I think it is a terrific resource. When I need some information, the ability to get it quickly and accurately is priceless.


QUESTIONS?

Documents

Training end users in the mining world Katinka van Straaten Anglo American plc [email protected] Session number: B105 [email protected]