3. Your hosts
Stephen Walsh
Cammy Bean
Stephen.walsh@kineo.com
Twitter: @stephentwalsh
Cammy.bean@kineo.com
Twitter: @cammybean
4. Today
•Product knowledge – the challenges
•3 steps to making product knowledge e-learning work
•Move fast
•Build it right
•Keep it agile
•Demos and examples
•Your questions
5. What is product knowledge e-learning?
• Short, focused e-learning
bits: 10-20 minutes
• The latest product offerings
and updates
• Required in 3 weeks or less
• Delivered to busy learners
(typically sales and retail)
• Frequent updates
11. Key Challenges
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Keeping pace with change
Staff turnover
Fitting in training with their jobs
Keeping delivery costs low
Engaging the learner
Developing sales skills
Updating content
14. Pop quiz…
•How long should it take to develop 20 minutes of
product knowledge e-learning?
•What’s your experience?
•How could it go faster?
15. Rapid Prototypes
• Are fun!
• Shorten the process – includes art
direction, design
ideas, navigation, level of
interaction, etc.
• Helps people talk more
constructively
• Leads to more creative designs
• Everyone has a view on a
prototype, can test with learners
• Great way to work side-by-side –
often that’s how we do it
18. Please, not just the facts!
Knowing about a product’s
features...
19. Please, not just the facts!
Knowing about a product’s
features ...is not the same as...
• Understanding key benefits
• Being able to deal with
customer queries
• Closing a sale
20. Put it into context.
• Recognize a problem and provide a
solution
• Focus on questioning, listening and
understanding
• Recall key product information and
explain
• Operate independent of job aids
• Keep focused in a busy, noisy
environment
44. What About You?
• How long does it currently
take you to make text or
image changes in e-Learning?
45. What About You?
• How long does it currently
take you to make text or
image changes in e-Learning?
(Operators are standing by in our chat window. Aren’t they?)
46. Maintenance & Updating
• Should be quick and easy with no
technical skills
– Text
– Images
• Use old fashioned XML
• Allows fast updating
• No authoring tool required
51. Product Portals: Sustaining performance
• Moodle LMS gives you more for less
• Include a range of options
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Product Wikis
Pod/vodcasts
Polls and surveys
Discussion and live chat
RSS feeds to keep people informed
Quizzes and feedback
55. Resources – you are what you share
40 guides – including our product knowledge guide at
http://www.kineo.com/elearning-reports/product-knowledge-e-learning.html