The introduction of XML-based authoring technologies involves not just the clear separation of content and format but requires that all staff work in a highly-structured authoring and publishing environment. This project was initiated to identify what the experience levels were with existing staff and what skills they would need to use the new technologies to perform their jobs.

Malcolm was the project prime and he:

• Consulted with Nortel Knowledge Services management and senior staff to identify the current and future key skills required.
• Developed and distributed, to over 300 staff (IT support, project managers, and technical writers), a questionnaire to identify current skill proficiencies in the identified key skills.
• Created a Microsoft Access database and entered all the collected responses.
• Analyzed the collected responses to identify strengths and weakness within the Knowledge Services organization and the skill set needed by external vendors.
• Wrote and presented a report to management that outlined a knowledge transfer strategy and training courses needed to address the skill gaps within the Knowledge Services organization.
• Implemented the knowledge transfer strategy throughout the Knowledge Services organization.
• Developed two knowledge transfer eLearning training courses and presented them, via Windows NetMeeting and Centra eMeeting, to over 300 Knowledge Services and external vendor staff.