Combining 'which tool when' and 'how do I?' with 'help - I broke it'

A look at the ATO’s innovative approach to user support for digital workplace collaboration tools. The support model combines technical support and governance with change management and training activities, including:

• Tailoring learning delivery to busy people – nano-learning video content, micro-learning 15-minute digital skills sessions, through to 30-min deeper dives and ‘ask me anything’.
• Building communities (in Microsoft Teams) to keep staff informed and engaged, creating a strong peer-support network of users.
• Establishing trust, connection and educating users where and how to self-help.
• Tracking your work and successes along the way (from tickets lodged via the IT helpdesk, through to community engagement metrics and feedback).

We’ll dive deeper into:

• why combining ‘why & when’ to use digital workplace tools just makes sense to combine with the ‘how-to’ and the ‘help, it’s broken’ calls
• leveraging ‘facts, quotes and anecdotes’ to build your support team
• balancing the value of communicating with the cost of distraction – determining what people need to know, and when a little change can result in genuine delight

Bec Gallen is an IT technical specialist with a background in libraries, intranets and digital workplaces. At the ATO she provides user support for Microsoft 365 collaboration tools, with her team covering technical support alongside user education and engagement.

Her long-time commitment to building digital literacy skills has been recognised this year, as a finalist for the Women Leading Tech awards in the customer success category. Her nomination focussed on the ROI of investing in digital skills of staff, outlining how she saved $391,000 in 15-minutes (and why attendee stats and feedback are critical!)

Bec joyfully describes herself as ‘techy enough to be dangerous’ with a passion for understanding new technologies, fuelled by curiosity.  She’s a storyteller at heart, using her skills to unpack technical change into something relatable. Ask her how she can even ‘make metadata interesting’ (**actual presentation requirement from a recent internal event).