Using the Webinar as a Substitute for In-Class Security Training

1. Using the Webinar as a Substitute for In-Class Security Training FISSEA 2004 March 11, 2004 E. Jane Powanda

2. Agenda • What is a webinar • Producing a webinar- the ITSC experience • Using the webinar in a training program • Final thoughts

3. What is a Webinar An online presentation featuring an expert in a particular field using a web based collaborative tool. (ASTD – American Society for Training and Development) • Synchronous Internet training • Geographically dispersed participant learn together with out leaving home • Visual information via the workstation browser • Voice information via teleconference or voice over IP

4. Developing and Delivering a Webinar - The ITSC Experience -

5. INFORMATION TECHNOLOGY SUPPORT CENTER ITSC www.itsc.state.md.us STATE OF MARYLAND ACS COMMERCIAL SOLUTIONS MITRETEK SYSTEMS UNIVERSITY OF MARYLAND Sponsored by theUS Department of Labor Webinar Study

6. US Department of Labor Grant Steering Committee Representatives from states and USDOL Information Technology Support Center State of Maryland • Contracting Office Mitretek Systems – Prime Contractor • Program management • Systems engineering • Systems Prototype and Pilot Development • Laboratories ACS Commercial Solutions • Software development • Mainframe experience • Systems Integration University of Maryland • Training What is the ITSC

7. Prototyping Clearinghouse Testbed Operation I T S C SWA OPERATIONS TECHNOLOGIES S u p p o r t Design Review Strategic Planning U I ES Training LMI Labor Exchange Cost/Benefit Analysis Training Modeling Applying IT to State Workforce Agencies Internet Call Centers One-Stop Offices Client/Server EDI Voice Response Units Geographic Information Systems Decision Support Imaging Telecommunications Process Workflow Security

8. Webinar Feasibility Project • Determine the feasibility of delivering ITSC training via webinar • Determine acceptance of training method by state participants • Gain experience in developing an effective webinar using the Mshow webinar delivery tool • Limited to a single webinar production Scope

9. Organization of the ITSC Study Briefing • Basic requirements • State partner participation • Participant evaluation results • Planning the webinar • Developing the webinar • Delivering the webinar • Webinar Costs • Lessons learned • Recommendations

10. Basic Requirements for a Webinar 1 2 3 4 Web Conferencing Teleconferencing Important message well prepared Creative Instructor

11. Features of Webinar Delivery Tools • Application sharing • Guided Internet tours • Display PowerPoint presentations • Audience polling • Chat feature for student/teacher interaction • Question feature • Presenters speak from multiple locations • Record session for playback at future time • Participant registration features • No special software required of participant

12. Aspen Virtual Classroom Server 2.0 (Click2Learn) Centra Symposium (Centra Software)Communicast Event Center (Communicast)Communispace (Communispace)ePath Learning LIVE (ePath Learning Inc.)First Virtual (CUseeMe Networks Inc.)Gradepoint Live (Gradepoint Inc.)HorizonLive.com's HorizonLiv (HorizonLive)Hewlett-Packard's Virtual Classroom (Hewlett-Packard)iLearning's iLive (iLearning Inc.)iLinc (EDT Learning)Interwise Enterprise Communications Platform (ECP) (Interwise)Isoph Blue (Isoph Corporation)LearnerHall (Maxit)Lotus LearningSpace Collaboration Module (Lotus Software)Macromedia Breeze Live (Macromedia)MeritScholar Live (iictechnologies) Meeting Center (Genesys)Meetingplace (Latitude)Microsoft Office Live Meeting (Microsoft) (formerly Placeware)mShow (INtercall)One Touch Front Row (One Touch Knowledge Systems)PictureTalk (Pixion)iPresentation Podium (Presenter Inc.)Raindance Web Conferencing Pro (Raindance Communications)ROCKET Webclass (Eedo Knowledgeware)Siebel Distance Learning (Siebel Systems)Sykaro (Sykaro Inc.)vClass (Elluminate Inc.)Web Crossing's Campus Crossing (Web Crossing Inc.)WebEx Meeting Center with Live Training Extensions (WebEx Communications Inc.)Videum Conference Pro (NTSC and PAL) (Winnov L.P.)VS Webcasting (Virage Inc.) Webinar Delivery Tools – Some Examples

13. A View of a classroom – (WebEx tool)

14. ITSC State Partner Participation • Provided input on good and bad features of webinars they attended in the past • Provided suggestions for webinar topics • Voiced preference for webinar length • Attended ITSC webinar and assessed effectiveness

15. Partner Comments on Webinars Attended in the Past was Helpful • Characteristics of a good webinar • Good technical quality • Moderator kept webinar on track • Question & answer session handled well • Wrap up was good • Characteristics of a bad webinar • Poor content or not what expected • Bad speakers or speakers not well organized • Too much marketing • Delays between screen and spoken part • Boring graphics

16. Participants were Geographically Dispersed

17. Participant Evaluation Results • Would recommend it to their colleagues • Felt comfortable with the delivery method • Easy to connect to the webinar using instructions provided • Enough opportunity to participate in the class • Material was useful and well presented • The instructors were well organized • Pace was good • Length of presentation was good • Some concerns with voice quality

18. Participant Approval Ratings (would you attend another webinar? ) Key: Approval ratings from 8 to 40 8 – All strongly disagree 40 – All strongly agree Eight persons provided input

19. Comments from Participants I had planned only to note the presentation process but was pulled in by the presentation and am very excited about this technology! The presenters were well organized (maybe too much) and it appears that you had rehearsed most of this. It allowed me access to a seminar/training environment without the travel and expense of that travel. The sound was very good and it allowed plenty of opportunity to participate. Its quick, fast and I’m at my desk. There was static in the audio It comes across better if it sounds conversational, rather than obviously being read from text. It was much better than just a conference call. It seems like a valuable tool now that tight budgets have reduced travel budgets for face-to-face meetings I am a visual learner and had some trouble staying focused on a disembodied voice. It did get better as we went on, but I could not have lasted more than 1 hr!

20. The ITSC Trial Webinar • The Lobby • The Tools • Polling the Audience • Evaluation form

21. The Lobby Welcome . . .to the ITSC’s Inaugural Webinar on Speech Recognition in the State UI Agency Environment. Host: Jane Powanda Presenters: Tim Meier Ron Mains

22. The Lobby The show will be starting shortly

23. Tools - Engaging the Attendees is Key!!

24. Yes No Results Polling the Audience Are you currently using IVR for the first portion of your Initial Claims script?

25. The Evaluation Form

26. Planning the Webinar • Work with state partners • Select a topic • Determine length of webinar • Organize the ITSC webinar team • Select webinar delivery tool • Research webinar techniques to determine how to produce a good webinar

27. Send Invitations Resolve Technical Issues Prepare Content Take 15 Prepare Evaluation Form Review and Rehearse Learn to Use the Tools Developing the Webinar

28. Preparing the Content • Topic chosen based on interests and needs of intended audience • Goals for content • Relevant, • Interesting • Timely and useful • Goals for presentation • 45 minutes in length • 15 minutes for introduction and Q & A session • Multiple presenters • Design slides • Write script for presentation

29. Learn to use the tools • Web training provided by Mshow • Help from Mshow tech support • Downloading plug-ins for conducting polls • Creating polling slides • How to tell when polling is complete • Navigating slide presentation • Controlling animation • Using the annotation tools • Self experimentation with the tool • At least five sessions with Mshow technical support persons to resolve technical issues

30. Delivering the Webinar • Leaders on-line at least one half hour before webinar • Greet attendees as they join the webinar • Start on time • Welcome and give instructions for technical assistance during the webinar • Instruct attendees on use of tools and plan for the rest of the webinar • Pass control between leaders • Conduct Q&A • Log off and collect evaluation forms

31. Webinar Production Costs • Webinar development • One time cost for webinar development • PowerPoint slide presentation development • Script development • Rehearsals with total cast • Delivery cost • Cost are incurred each time the webinar is delivered • These costs are per individual • Costs are incurred for both trainers and students

32. Estimated Costs – Webinar Development • One time cost for each webinar hour developed $15,000 • PowerPoint slide presentation development (40 hours) • Script development (40 hours) • Other (40 hours) • Rehearsal • Review • Problem resolution • Evaluation form • Training for persons developing or leading a webinar ( 20 hours) $2500 • Total fixed cost $17,500 per webinar hour

33. Webinar Delivery Costs • Staff time for trainers • Two staff hours per trainer for one hour webinar delivery • Assuming 3 trainers, cost is $750 per webinar hour • Cost for Web conferencing and teleconferencing services • $.38/minute per person connected – Mshow connection • $.21/minute per person connected – teleconference • Approximately $36/hour per person for webinar connection Note: The figures given for webinar delivery costs are based on “retail” cost. It is possible to negotiate better rates for webinar services or even to pay a flat rate for unlimited monthly service. This would significantly reduce the delivery cost per student hour.

34. Cost Comparison: eighteen hour workshop – class size - 50

35. Cost Comparison – 2nd class delivery of same material. Class size = 50 Economies of scale can be realized for the webinar option when it is presented multiple times, or the number of students is high

36. Cost comparison: 3 hour seminar – class size is 50

37. Cost Comparison – 2nd class delivery of same material. Class size = 50 When travel is required for classes of short duration, the webinar delivery method provides significant cost savings

38. Webinar Cost Conclusions • The webinar is cost effective for short meetings where out of town travel is required • The webinar is cost effective for long training sessions (18 hours over a three day period) where out of town travel is involved, when either of the following conditions is met • The class is delivered multiple times • The class is delivered to a large number of students Irregardless of cost, study participants indicated that they would not attend an 18 hour ITSC workshop webinar conducted over a three day period. They may attend a 3 hour session, and would attend a 1 hour session.

39. Lessons Learned Webinar development and delivery takes more time than expected • Content is key to getting good results – present timely information • Scripting makes it easy for anyone to deliver a webinar • Spontaneity can be lost by adhering strictly to a script • Multiple speakers helps to add variety to the presentation • Speakers must work as a team

40. More Lessons Learned • Audience participation is essential • Change visuals more frequently than for an in-person presentation • Ensure that slides are readable • The visual must be matched with the spoken part • Problems with the technology can be expected • Have a backup computer in case one fails – one will!

41. More Lessons Learned • Speaker phones don’t work for presenters! • Use individual telephone headsets for presenters • Speakers don’t need to be in the same room • Adjust headsets and volume to ensure consistent voice quality among presenters • Give instructions on how to get technical help at beginning

42. Still More Lessons Learned • Use a production manager • Promotes consistent presentation development • Helps participants resolve technical problems during the webinar • Collects questions for Q & A session • Providing online capability for completing the evaluation form increases the likelihood of getting feedback • Webinar delivery costs can be expensive • Negotiate good rates for Webcast service • Use identical equipment for rehearsals and live show • TEST TEST TEST

43. Using the Webinar in a Security Training Program

44. Recommendations for Using the Webinar as a Replacement for Classroom Training • Schedule workshops over a two to four week period rather than over several days • Offer sessions independently rather than packaged as a complete workshop • Develop short seminars on timely security topics • Record the webinar for future playback • Limit class size to encourage student participation • Use guest speakers from within or outside the organization

45. Some Things Show Better Using a Webinar • Walk through a hack scenario • Screen shots difficult to see when projected in a classroom • Demonstrate the use of a program or tool • Backup procedures • Vulnerability assessment tool • Security Self Assessment Tool • Show real vulnerabilities by surfing the web and viewing HTML code • Screen shot of code difficult to read when projected in a classroom

46. Webinar Training - Implications for Presenters • Better preparation necessary – students less forgiving of a teacher they cannot see • No long pauses in speech • Short modules are best • Follow up activities enhance learning • Need to poll students for feedback • Students need materials ahead of time

47. Modifying Classroom Training Materials Security Awareness Training Re-organize into six 45 minute webinars

48. Modifying Classroom Training Materials Security Analyst Training Re-organize into five one hour webinars

49. Use Free or Inexpensive Security Webinars • Offered by vendors, not for profit associations and others • Free or pay per view • Live or Recorded • Educational or marketing • Some Examples • Intrusion Detection Essentials - SANS Institute • Managing Security Incidents in the Enterprise - Symantec • Dynamic Threat Protection - ISS • Securing .NET Applications from the Start – Microsoft • Identity Management Strategies for HIPAA Compliance - RSA Security

50. Examples of Free Webinars