Learner Guide
BSBTEC404

Use digital
technologies
to collaborate
in a work
environment

R


Edition 1 first published 2021 by Eduworks Resources

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R
 About this Learner Guide

About this
Learner Guide
This Learner Guide covers the following unit of competency:
BSBTEC404 Use digital technologies to collaborate in a work environment

1

Using this Learner Guide

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Look for the following throughout this Learner Guide

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Chapter 1
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BSBTEC404 Use Digital
persuasive
Technologies
copy to Collaborate in a Work Environment
 Contents

Contents

1 The Shift in Collaboration Style 4

1.1 The Shift in the Way we Work 5
1.2 Fundamentals, Advantages, and Disadvantages 9

2 Identify, Assess, and Recommend Collaborative Technologies 14

2.1 Identify and Assess Options 15
2.2 Recommend Technologies 20

3 Implementing Collaborative Technology 24

3.1 Implementation Plan 25
3.2 Training 27

Bibliography 30

BSBTEC404 Use Digital Technologies to Collaborate in a Work Environment 3

1. The Shift in Collaboration Style

Chapter 1
The Shift in
Collaboration Style

In recent years, a monumental shift has occurred in the way

businesses are operating and collaborating between themselves,
stakeholders and clients. This shift has become the new normal
and the importance of understanding collaborative technologies
and their benefits has never been more important.

By the end of this chapter,

you will understand:
3 The difference between traditional and
modern ways of working

3 How to provide staff with the best chance

of success for remote working and
collaboration

3 Advantages and challenges of remote

working and collaboration

3 Different types of collaboration

technologies and what they do

4 BSBTEC404 Use digital technologies to collaborate in a work environment

 1. The Shift in Collaboration Style

1.1 The Shift in the Way we Work

Traditional Ways of Working Traditionally, for example, an office-based worker
would work in an office during set hours to fulfil set
Whether or not you currently have a workplace, you
tasks. Being in the office allowed the worker to be seen
have probably seen or heard of traditional methods of
by management and staff and proved that they were
learning or working and have heard of the different ways
working. Collaboration would occur via face-to-face
that businesses are choosing to collaborate these days.
meetings with other staff. Usually, if an employee was
There has been a major shift in recent years.
not at work, the etiquette was that they were not to be
contacted as they were taking leave. Further, if they had
a need to be at home for any reason (for example, if a
Case Study
trade professional such as an electrician was completing
Complete Business Services work at their house), they were required to take leave for
Australia (CBSA) provides that portion of the day.
consultancy services to
Prior to 2020, a business that allowed its workers to
businesses around compliance,
perform their duties remotely and use technology as a
finance, human resources, information
means of collaborating with the rest of the business and
technology and other business needs to ensure
stakeholders was seen as risky and different. Common
they have the expertise and support they need to
questions that would be raised to businesses in such a
survive and prosper. The organisations website
scenario included:
can be found at www.cbsa.com.au.
• How do you know your staff are actually working?
In the past, CBSA has used
mostly traditional methods of • How do you know your staff are at home and are not
working with employees from actually sitting on a beach somewhere?
one of their two offices based • Do your staff have their family at home too? How do
in New South Wales. CBSA they get any work done?
often used phone conferencing
and on-site video-conferencing
software to communicate between the two Website
offices, however, this technology required staff
To find out more about what
to be in the office to make use of it. Prior to
collaboration is and its benefits,
COVID-19, CBSA were having discussions about
read the following article by
researching technology that allowed them to
Indeed:
collaborate from anywhere, including between
offices and states, off-site and from home. When https://scnv.io/LydP
the pandemic hit, CBSA had not yet started their
research and were not equipped to deal with the
changing landscape that COVID-19 presented.
The project was quickly prioritised and it was
agreed that CBSA required collaboration
technology that allowed them to collaborate
regardless of their location. Specifically,
CBSA agreed that they require a collaborative
system that has document management,
project management and video conferencing
capabilities.

BSBTEC404 Use digital technologies to collaborate in a work environment 5

1. The Shift in Collaboration Style

The 2020 Shift

In 2020, the COVID-19 pandemic hit the world and In turn, many businesses and staff saw morale increase
businesses were forced to adapt quickly. Working from in terms of work-life balance and in being able to work at
home became normal for many Australian businesses, times when they were most productive.
at the direction of governments, and collaboration
Businesses also saw that traditional ways of working
over video conferencing applications such as Zoom or
were not necessarily conducive to the modern
Microsoft Teams became the new normal.
requirements of businesses, with staff required to work
Whilst this shift would have been uncomfortable for interstate or off-site, yet still be contactable. They
many businesses and staff, it quickly became evident quickly realised that collaborative technology could
that technology allowed work to continue and that serve them better as a business beyond the impact of
output could be tracked. This took away any question of the pandemic.
whether or not staff were actually working as the results
That said, there were some negative experiences
were evident. Staff could also still be readily contacted,
reported, too. Often these experiences were attributed
just as if they were in the office, albeit by screen rather
to one or more of the following scenarios:
than face-to-face.
· People felt that they were always contactable, even
Businesses quickly learned that many elements (if
when on leave, and this actually took away from
not all) of many jobs could be fulfilled remotely with
work-life balance
the use of technology. Businesses realised that any
· When working from home, the home environment
technologies they were using in the office could be used
was not fit for work due to lack of appropriate
in the same way remotely, and with the addition of video
equipment
conferencing software, accessibility to people was not
an issue. · When working from home, it became hard to separate
caring responsibilities and work (it should be noted
In many cases, depending on the job, this change in the
that having caring responsibilities does not always
way work was undertaken provided businesses with
mean that working from home is unachievable. Many
an opportunity to focus on output rather than the times
people found success with this too)
and locations from which people worked. For example,
· Lack of training or support in the use of relevant
many businesses saw that it did not matter what time
technologies
an employee was writing a report, rather, that it was a
quality document and that it was submitted by the due · People preferred traditional methods as they were
date. They also realised that the location from which the familiar
report was written was largely irrelevant (the employee · People feeling socially isolated
may perform their best work when sitting on a beach!) if
the same requirements of quality and deadline were met.

6 BSBTEC404 Use digital technologies to collaborate in a work environment

 1. The Shift in Collaboration Style

Activity 1A
Collaborative Technology in Modern Businesses
Consider the ways of working below which are typical of staff in a modern business. Then, list any positive or
negative consequences that you see from the implementation of collaborative technology. The first line has
been completed as an example.

Modern Ways of Positive or Negative Consequences from Implementing Collaborative

Working Technology

Required to meet with Collaborative technology would allow some meetings to be held via video
multiple people from conference, thus saving on travel time and providing an opportunity to get other
multiple offices in one work done in between meetings.
day, on a tight schedule

Working at an interstate
office for the week to
complete a project

Working off-site at a
client’s location and
want to introduce a
client to another worker
located in the office

Working from home

BSBTEC404 Use digital technologies to collaborate in a work environment 7

1. The Shift in Collaboration Style

Policies and Procedures

Despite the challenges for businesses and staff in 2020, As well as caring duties, some other important aspects
even once businesses could return to work, many saw that should be covered in remote working policies and
the advantages of the working from home model and procedures include:
have adjusted their policies and procedures regarding
· Which jobs are best suited to remote working? Are
work arrangements accordingly.
there any jobs where collaborative technology would
not suffice?
· How often is an employee required to check in with
Note their supervisor or manager?
Whilst this Learner Guide focuses · Are set hours required or is the role task-based?
on collaborative technologies, · What are the main method(s) of communication?
it should be noted that in many
· How often will the arrangement be reviewed?
cases where these technologies
are required, staff may be working remotely. · What training will be provided?
Therefore, consideration should be given to · What is the etiquette for collaboration over
policies and procedures relating to remote technology (for example, is work uniform required?)
working in line with collaborative technologies. Policies and procedures should be linked directly to
business strategies and objectives. It is important that
businesses are clear on their stance to set their staff
An example of one of the major challenges with the up for success from the start. Ambiguous wording or
COVID-19 pandemic was when childcare centres were inconsistencies can present significant challenges to
closed and staff were required to work at home with both the employee and the business.
their children present. As noted above, this had mixed
results for individuals. Some people found success
with this while others found it unmanageable. Often
this would come down to the type of job the person
had and the attitude of their supervisor and others
they were required to collaborate with. Although this
is an extreme example that is unlikely to occur day-to-
day (that is, child care being unavailable) it highlights
the importance of businesses being clear in their
policies and procedures about their appetite for what
they deem acceptable in an ordinary remote working
situation (separate from a pandemic where extraordinary
measures may be required).

8 BSBTEC404 Use digital technologies to collaborate in a work environment

 1. The Shift in Collaboration Style

1.2 Fundamentals, Advantages, and Disadvantages

Fundamentals of Collaborative Technology
Some of the fundamentals of common digital
collaboration applications include the following features:
· Contact management: allows contacts to be
uploaded and accessed within the application. Some Website
examples of popular collaboration tools include
For more information on the
Trello, Asana and Box
collaboration technologies
· Discussion boards: allows users to contribute to listed on this page, you can
conversations on various topics. Some examples view their websites here:
of popular collaboration tools include Asana, Box,
Workplace by Facebook and Wrike
· Project management: provides project management • Slack: https://scnv.io/YgfH
tools such as Gantt charts. Some examples of
popular collaboration tools include Slack, Trello,
Asana and Wrike
· Task management: provides task management tools such • Trello: https://scnv.io/tlrA
as workflow. Some examples of popular collaboration tools
include Slack, Trello, Asana and Wrike
· Video conferencing: allows users to collaborate via
video. Some examples of popular collaboration tools • Google Workspace: https://
include Slack and Workplace by Facebook scnv.io/0dHG
· Calendar management: allows syncing with calendar
to show availability. Some examples of popular
collaboration tools include Trello, Google Workspace, • Asana: https://scnv.io/g4IK
Asana, Workplace by Facebook and Wrike
· Content management: allows for website editing.
Some examples of popular collaboration tools include
Trello, Google Workspace, Asana, Box and Wrike • Box: https://scnv.io/O3xp
· Real time editing: allows users to edit and access
documents in real time. Some examples of popular
collaboration tools include Trello, Google Workspace,
• Workplace by Facebook:
Asana, Box and Wrike
https://scnv.io/iVpx
· Version control: allows all versions of edited
documents to be saved and retrieved. Some
examples of popular collaboration tools include
Asana, Box and Wrike
• Wrike: https://scnv.io/a6AM

BSBTEC404 Use digital technologies to collaborate in a work environment 9

1. The Shift in Collaboration Style

Collaboration

Brainstorming Calendar Management

Contact Management Content Management

Discussion Boards Document Management

Project Management Real Time Editing

Task Management Version Control

Video Conferencing

Advantages and Disadvantages

While collaborative technologies certainly provide Another major benefit for businesses has been financial
an increase in options for businesses and staff in the savings. With less people working in offices, many
way they perform their roles, this comes with both businesses have been able to lease less space than
advantages and disadvantages. traditional ways of working. They have also saved
money on items such as desks, chairs, electricity usage
A major benefit is the increased communication
and hardware.
channels for workers regardless of their location.
Whereas major benefits for staff have included better
overall wellbeing, improved work/life balance and less
Website stress in relation to traffic and parking.
While these benefits seem attractive to both businesses
Read about how effective
and staff, it should be noted that there are some
communication affects
potential disadvantages that cannot solved through
collaboration here:
collaborative software. For example, remote working
https://scnv.io/VosA depends on internet connectivity, and if there are any
technical problems, working can become difficult
(collaboration, however, can still occur via phone). Other
disadvantages may include the lack of impromptu
banter and discussion which can sometimes allow for
better working relationships to form and spontaneous
generation of ideas.
Overall, the advantages that technology-based
collaboration allows often outweigh the disadvantages.
This should, however, be determined on a case-by-case
basis and usually comes down to the preference and
personality of the people within the business.

10 BSBTEC404 Use digital technologies to collaborate in a work environment

 1. The Shift in Collaboration Style

Activity 1B
Differences in Ways of Working
Consider the following points in the table below which show traditional ways of working. Then, consider how
each of these ways of working could be performed since the 2020 shift.

Then, discuss the differences between traditional and new ways of working with at least two other people
(these may be people in your class, colleagues or other people you know). Discuss with these people whether
the new method is an advantage or disadvantage to the employee, and note the reason why. If there is
a difference in opinion between your group, provide the reasons for each answer. The first line has been
completed as an example.

Traditional Way of New Way of Working Advantage/ Reason

Working Disadvantage

Paper diary Shared digital Advantage Gives visibility of

calendars individuals movements
to the entire team

Travel between offices

to attend meetings

When working off-site

at a job, paperwork
waits until back in the
office

When required to be at
home for any reason,
were unable to work

BSBTEC404 Use digital technologies to collaborate in a work environment 11

1. The
The Shift
Shift
in in
Collaboration
Collaboration
Style
Style

Chapter 1

Review
Questions
Q1. List two things that may impact the likelihood of success for someone working from home who also has
caring responsibilities.

Q2. List two targets that an employee should ensure they meet if their employer allows them to work from
home in an output-based capacity.

Q3. List two advantages of using collaboration technologies when working from home.

Q4. List two disadvantages of using collaboration technologies when working from home.

Q5. List three scenarios where it may be appropriate to use collaboration technology with a colleague when
you are working at home.

12 BSBTEC404 Use Digital Technologies to Collaborate in a Work Environment

 1. The Shift in Collaboration Style

BSBTEC404 Use digital technologies to collaborate in a work environment 13

2. Identify, Assess, and Recommend Collaborative Technologies

Chapter 2
Identify, Assess, and
Recommend Collaborative
Technologies
With an ever-increasing number of options for digital collaboration
applications in the market, businesses are able to find solutions to
match their specific needs. With so much choice, however, this process
can be overwhelming. This chapter will help you to simplify the process
of finding the digital collaboration application that best matches the
needs of your business and will guide you through the process of writing
a business case to present to management for approval.

By the end of this chapter,

you will understand:
3 Three simple steps for gaining insight into
the best digital collaboration system for
your business

3 Different collaborative technologies

available in the market and the differences
between them

3 How to prepare a business case to gain

approval of collaborative technology

14 BSBTEC404 Use digital technologies to collaborate in a work environment

 2. Identify, Assess, and Recommend Collaborative Technologies

2.1 Identify and Assess Options

There is no doubt that the future of collaboration for many businesses will involve technology. With so many
collaborative software options available, it can be overwhelming for businesses to identify the solution that will work
best for them. This can be overcome by breaking the process down into three main steps:

Step Step Step

01 02 03

CONSIDER THE STRATEGIC SEEK EXPERT ADVICE. This RESEARCH AND ASSESS the
direction of the business and may be achieved by narrowing market. Undertaking research
its requirements. In order to down a market and speaking is the first step in narrowing
identify which option may be to companies directly. For down the market against the
best, a business should first example, if a business has business’ strategies and goals.
consider its strategic objectives researched some products but This allows the business to find
and goals. Doing this will has outstanding questions or out about different options and
ensure the way that its staff requires further information, get a feel for what is available.
operate, and the technology the business can reach out to To assist in this process,
that supports its operations, the company and request a businesses may choose to
will enable the outcomes that representative meet with them compare options via an online
the business is hoping to to show them the technology tool such as Capterra. Another
achieve. For example, different and answer any questions useful method is word of
types of businesses will require they may have. Alternatively, a mouth. If a similar business is
different types of collaboration business may choose to publish having success with a product,
technologies depending on the its requirements by way of a or challenges, they are likely to
goals of the business. If the tender and have companies talk about it. Paying attention
business is required to handle respond to the tender with to what works and what does
large volumes of information how they can competitively not can provide some of the
through document handling offer a cost-effective solution. best insight as to how a product
and processing, then document For example, when writing works in a real-life scenario. For
management and real time requirements for a tender, a example, if staff speak with their
editing may be key features business can set out exactly network about the products
that the business looks for in what it requires in order to they use in their businesses, or
their technology. Whereas if the provide the optimum service different products available on
business is largely sales based to its clients in line with its the market, they are likely to
and its main function is to visit business strategy. Then, gain insight that companies may
clients to sell products, perhaps companies who are able to not publish on their websites.
contact management and offer a solution can contact
calendar management are more the business and let them
likely to be attractive features. know how they can offer a
customised solution.

BSBTEC404 Use digital technologies to collaborate in a work environment 15

2. Identify, Assess, and Recommend Collaborative Technologies

Imagine you have been tasked with finding a digital collaboration application for CBSA.
The collaboration application will be used by CBSA’s staff when they are required to
work from home or collaborate across different offices.
Specifically, CBSA requires a collaborative system that has document management,
project management and video conferencing capabilities.
In undertaking this assignment, steps you need to follow are:
· Step 1: Familiarise yourself with CBSA, including:
» What CBSA does, their vision and mission
» Relevant policies and procedures, including
anything to do with remote working or digital
collaboration
» CBSA’s staff profile, including the number of staff
and where they are based
» Existing technologies in use by CBSA and
whether there are any applications that may be
fit for using as a collaboration tool, or whether an
alternative application should be sourced
· Step 2: Research different collaborative technologies
that may suit CBSA
· Step 3: Seek expert advice to answer specific
questions
These steps have been broken down over the following
three learning activities.

16 BSBTEC404 Use digital technologies to collaborate in a work environment

 2. Identify, Assess, and Recommend Collaborative Technologies

Activity 2A
Familiarise Yourself with CBSA (Step 1 of 3)
Fill in the form below with the information you have researched about CBSA. Note that some information
has been completed for you.

CBSA Information Gathering

Mission

Vision

Implement a digital collaboration system that allows for:

· Document management
Requirements
· Project management
· Video conferencing

Relevant policies and procedures

Number of staff

Staff locations

Existing technology: Dropbox

Existing technologies used
by CBSA and whether this Does this suit requirements?
technology suits requirements
Reasons:

BSBTEC404 Use digital technologies to collaborate in a work environment 17

2. Identify, Assess, and Recommend Collaborative Technologies

Activity 2B
Research and Assess Collaborative Technologies (Step 2 of 3)
Use the internet to research the collaborative workplace applications listed in the table below. Then,
collect and analyse information relating to the collaboration benefits or opportunities, whether or not
the applications fulfil CBSA’s priorities and if there are any risks in using these applications in a business
context. The first line has been completed as an example.

Collaboration Benefits/ Does This Application

Application Risks
Opportunities Fulfil CBSA’s Priorities?

Allows many users to keep track of

Best used for
tasks and projects. Can be shared Does not allow for video
E.g.: Trello managing small
across different devices. Provides a chat.
projects.
clean interface and is user-friendly.

Microsoft 365

Google Workspace

Workplace from
Facebook

Skype

Zoom

BlueJeans

Dropbox Business

Then, identify other collaboration technologies that you have heard of or come across in your research. List two
that would be suitable for a traditional office worker who is now performing their duties from home. List the
collaboration benefits of each.

Application Collaboration Benefits/Opportunities

18 BSBTEC404 Use digital technologies to collaborate in a work environment

 2. Identify, Assess, and Recommend Collaborative Technologies

Activity 2C
Seek Expert Advice (Step 3 of 3)
Imagine that you have decided to use Microsoft 365 or Google Workspace, but have outstanding questions.
You will need to seek assistance from specialist advisors from each company to respond to your questions.

Use the template below to draft an email to each company asking for at least two specific pieces of
information on each application. The questions you ask are at your discretion, but should be logical and
relevant to the technology and CBSA, and should be different for each company.

The email must be written from the perspective of you as a CBSA employee to that of a specialist advisor
from the company providing the product.

Be sure to include the correct email address for each company (you may need to research this).

Ensure that your email is well written using proper English.

Email to Microsoft 365:

To:

Subject:

Body of email:

Email to Google Workspace:

To:

Subject:

Body of email:

BSBTEC404 Use digital technologies to collaborate in a work environment 19

2. Identify, Assess, and Recommend Collaborative Technologies

2.2 Recommend Technologies

Stakeholder Engagement
When determining which collaboration application how this affects the stakeholder. Once you have this
you prefer, it is best practice to communicate with information, you can ask stakeholders to arrange a
stakeholders who will have a vested interest in the suitable meeting time to discuss the assignment and
outcome to ensure that the project is suitable to their their interests. Having stakeholders on board with
requirements. You can then decipher their preferences your idea will help to support gaining approval in your
and what will be of most benefit. business case later.
Before you consult with stakeholders you must fully For an assignment such as investing in a digital
understand what you are hoping to achieve, what collaboration system, your stakeholders are likely to be
the key features of the application are, advantages, management and information technology professionals,
disadvantages, cost and return on investment and whether they are internal or outsourced.

Prepare a Business Case

To gain approval for investing in a digital collaboration application, you will need to develop a business case.
An example of what a business case may look like is below:

Business Case

Description Invest in digital collaboration software

Scope

Executive Summary

Strategic Fit

Proposal

Stakeholder Engagement

Financial Information

Benefits

Risks

Risks Controls and Mitigation

Recommendation

Approval is sought from __________________________.

Approval
Approved / Not Approved

20 BSBTEC404 Use digital technologies to collaborate in a work environment

 2. Identify, Assess, and Recommend Collaborative Technologies

A business case sets out accurate and technical

information relating to the business’ strategic objectives
and how the product will fit. Website
You will also be required to provide financial and other The following article by
essential information that the decision maker will need to Pingboard provides information
know to inform their decision. on making an effective business
case:
Ultimately the business case will provide your
recommendation for how the business should proceed. https://scnv.io/9JaE
It is important to ensure that the information within
the business case is accurate and does not omit
anything important that may come as an unwelcome
surprise to the business if they were to accept your
recommendation.

BSBTEC404 Use digital technologies to collaborate in a work environment 21

2. Identify, Assess, and Recommend Collaborative Technologies

Activity 2D
Prepare a Business Case
Based on your research of the two digital collaboration applications above (Microsoft 365 and Google
Workspace), choose your preferred option. Then, using the template below, develop a business case that could be
presented to the Managing Director at CBSA for approval.

Use the prompts in the template to guide your input. Be as technically accurate as you can in providing
information relating to your chosen application.

Business Case

Description Invest in digital collaboration software

In this section, concisely cover what will and what will not be mentioned in this business
Scope case. For example: this business case will cover CBSA’s need for collaboration software and a
recommendation. It will not cover an exhaustive list of options.

Executive In this section, concisely summarise the overall assignment and your findings. Keep it brief
Summary but ensure you provide important information.
In this section, demonstrate how investing in digital collaboration software is a match for
Strategic Fit
CBSA’s vision and mission.
In this section, provide information relating to what you are proposing, including your
Proposal
preferred option and how it will work for CBSA.

Imagine you have engaged with relevant stakeholders about this project. List stakeholders who
Stakeholder
you would have engaged with and whether or not they support this business case. For example:
Engagement
‘All CBSA General Managers have been consulted and are in support of this business case.’

Financial In this section, provide the cost of the service and ongoing any ongoing subscription costs.
Information The financial information is arguably one of the most important elements of a business case.

In this section, list the benefits to CBSA of investing in digital collaboration software. This is
Benefits
where you need to show that the costs of the software above are worth the benefits.
In this section, list any disadvantages or risks in investing in digital collaboration software
Risks
and their likelihood.

Risks Controls and In this section, provide information on how any risks will be managed.
Mitigation

In this section, provide a brief but clear recommendation on the product you think should be
invested and any requirements to ensure it is successful. For example, it is recommended that
Recommendation
CBSA invest in Product A with a training schedule to be rolled out to all staff within the first
month of access.

Approval is sought from Gavin Stead, Managing Director, CBSA.

Approval
Approved / Not Approved

22 BSBTEC404 Use digital technologies to collaborate in a work environment

Identify, Assess, and Recommend Collaborative Technologies 2. Identify, Assess, and Recommend Collaborative Technologies

Chapter 2

Review
Questions
Q1. Describe the first thing a business should consider when looking to invest in collaborative software.

Q2. List two ways a business may seek expert advice on suitable technologies.

Q3. When investing in digital collaboration software in an office-based environment, who are your
stakeholders likely to be?

Q4. List two reasons why stakeholders should be engaged when looking to invest in new software.

Q5. What is arguably one of the most important elements of a business case?

23 BSBTEC404 Use Digital Technologies

BSBTEC404
to Collaborate
Useindigital
a Work technologies
Environmentto collaborate in a work environment 23
3. Implementing Collaborative Technology

Chapter 3
Implementing
Collaborative Technology

The way in which collaborative technology is implemented can be

critical to its overall success. If implementation runs smoothly, the
chances of staff buy-in and uptake are greatly heightened. This
chapter will provide you with information on how to create a step-
by-step implementation plan to manage roll-out effectively while
staying on track. It will also provide you with strategies to assist
users with training.

By the end of this chapter,

you will understand:
3 How to write an implementation plan

3 Strategies for providing training

24 BSBTEC404 Use digital technologies to collaborate in a work environment

 3. Implementing Collaborative Technology

3.1 Implementation Plan

An implementation plan is a document that sets out level of detail will depend on what it is that is being
how a strategy, product or service will be rolled out by a implemented and how complex it is to do so. In the
business, including the timelines, accountable persons case of digital collaboration software, if an off the shelf
and risks. The implementation plan should complement product such as Microsoft 365 or Google Workspace
the business’ strategic objectives and goals and align is being implemented, the implementation plan should
with relevant policies and procedures. be relatively simple. This is due to the fact that these
applications can be purchased and downloaded online,
The essence of the implementation plan is that it takes
with instant access and training materials available. If a
a major goal and breaks it down into smaller, more
customised product was required, or one which involved
manageable tasks over a period of time until its end
dealing with a vendor for installation and training, the
objective has been achieved. It also allows businesses
implementation plan may require extra steps as the
to stay on track with their timeframes.
service and roll-out would be more personalised.
Implementation is the critical stage for gaining staff
buy-in. If management and staff see that the strategy,
product or service (in this case, the collaboration Website
application) will benefit them and be easy to use,
they are more likely to take an interest in it. Whereas The following article from
if implementation seems clunky or creates issues Project Manager provides
for users, they may be quickly put off the product. information on how to create
Successful roll-out of an implementation plan, therefore, and execute an implementation
will mean greater uptake. Implementation fraught with plan:
issues is likely to have your staff and stakeholders avoid https://scnv.io/hndm
usage of the application.
Some implementation plans require a great level
of detail while others may be relatively simple. The

BSBTEC404 Use digital technologies to collaborate in a work environment 25

3. Implementing Collaborative Technology

Activity 3A
Create an Implementation Plan
Imagine that the digital collaboration technology you recommended in your business case has been approved by
CBSA’s Managing Director, Gav in Stead, and you have now been tasked with creating an implementation plan.

Use the template below to create your implementation plan for your chosen digital collaboration application
per your business case above. This may require you to research the process of purchasing and downloading the
application as well as how training materials are accessed.

The activities should be broken down into individual tasks. For example, if a communication piece is required
for staff, instead of saying ‘communicate to staff,’ you should list each step of this process as a separate activity
in the implementation plan, such as ‘draft communication strategy, gain approval of communication strategy,
release communications to staff.’

As a minimum, your implementation plan should include the following activities (broken down into the steps
required to achieve these activities as per the example above):
• Purchase application
• Download application
• Collate training material and ‘help’ resources
• Written communications to staff regarding chosen application, e.g., what it does, how it works, next steps
and timelines, where to find resources, etc.
• Install application on staff devices
• Provide training to all staff

Be sure to include any further activities that you see as relevant.

The first line has been completed as an example.

Activity Timeframe Accountability Risks

Nil. Funding was approved

Raise Purchase Order By 5 April 2022 Mary Smith in Business Case by Gavin
Stead on 1 April 2022.

26 BSBTEC404 Use digital technologies to collaborate in a work environment

 3. Implementing Collaborative Technology

3.2 Training
When implementing a project such as a digital When providing training, each participant should
collaboration application, training for staff is extremely have access to a computer with the relevant software
important. While in some cases, the usage of such installed and ready for use. Ideally, the trainer will also
an application may seem self-explanatory to some, it have access to a computer with a projector showing
should never be assumed that this will be the case for their screen so that each participant can follow the
everyone, especially those who are used to traditional trainer’s example.
ways of working.
It is best practice to have training materials available,
Providing training not only ensures that staff use the including user guides, FAQs and troubleshooting
application correctly, it also helps with gaining staff buy- information. Contact details should also be provided to
in and uptake of the application. ensure users know where to go if they require assistance
with the technology later.
There are various strategies for providing training,
including face-to-face, online or a blended model When training, it is a good idea to speak about the
combining both face-to-face and online components. business and how the technology fits within it in a
holistic sense. For example, trainers should not only talk
As collaborative software has shifted the way in which
about the technology itself, but about the strategy of
people can work, some people will be excited about
the business and how the technology is a fit as well as
the possibilities, while others may be hesitant to adopt
the relevant policies and procedures that align with the
this new technology if they have not worked remotely
technology.
before and are used to traditional ways of working.
Given the mixed responses that may be expected with Follow-up training sessions should be provided to those
implementing this application, and the enormity of the who require extra assistance. Taking the time to ensure
change for people who are used to traditional ways all users understand the technology and its various uses
of working, where possible, it may benefit a business upfront will save time down the road. Further, if users are
to offer different modes of training depending on the confident to use the technology to its full extent, this will
personal preference of the individual. If only one mode create efficiencies and value for money for the business.
of training can be offered, face-to-face training in small
groups is often a good model for training in technology-
based applications.

Note
It should be noted that in some
cases (not always), people who
are used to traditional ways of
working may be apprehensive
to shift to a remote working environment with
collaborative technology instead of face-to-face
interaction. In this instance, the person may be
dealing with a large amount of change as to how
they complete their entire job, but the catalyst for
the displeasure could be the technology they are
required to use. These situations should always
be handled sensitively with additional support
offered.

BSBTEC404 Use digital technologies to collaborate in a work environment 27

3. Implementing Collaborative Technology

Activity 3B
Provide Basic Training
This activity will require you to role-play with another
student, colleague, family member or friend. You
will act as the trainer and your partner will act as a
junior staff member.
Imagine that you have been asked to assist in
training a junior staff member at CBSA on the new
collaboration application. In order to do so, arrange a
suitable time with your partner where you can meet
face-to-face and introduce them to the collaboration
technology you have chosen. For the purpose of this
activity, your partner should present as if they are
unfamiliar with this technology.
Prior to the training, you should make sure you are
well prepared. This includes ensuring that you are
comfortable with your understanding of the following
information and have any relevant hardcopy
information on hand:
• Why CBSA is moving to this technology and how
it complements the work CBSA does
• Any relevant policies from CBSA’s website
• Where to find and how to use training materials
available online, including User Guides, FAQs, etc.
• Understand the answers to any potential
FAQs that may be asked so you can respond
accordingly
During the training, provide the information to
your partner in a logical sequence. Talk to your
partner about the main features of the technology
(for example, document management, project
management and video conferencing capabilities)
and how it will assist them to complete their work in
the different scenarios (working from home, working
across offices, working interstate, etc.). Check in with
your partner to ensure they understand what you are
presenting. Throughout the training your partner
should ask basic questions.
At the end of the training be sure to provide your
contact details, just as you would in a real-life scenario,
so that the person knows how to contact you in the
future for any questions or troubleshooting queries.
Then, ask clarifying questions regarding your
partner’s understanding of the technology presented.

28 BSBTEC404 Use digital technologies to collaborate in a work environment

 3. Implementing Collaborative Technology

Chapter 3

Review
Questions
Q1. List four components that most implementation plans will include.

Q2. List two things that may impact the complexity of an implementation plan.

Q3. What is the method of training that is most likely to suit most people if one method must be chosen?

Q4. If a person is experiencing hesitancy to a remote working model and is frustrated at the technology
required, what may be done to assist?

Q5. What are the three different types of training models that a business may offer?

BSBTEC404 Use digital technologies to collaborate in a work environment 29

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1300 761 141

www.eduworks.com.au
[email protected]

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