Handwritten Text Recognition for manuscripts and early printed texts
Lavacon100712
1. Single Source Content for Classroom
Training and Online Help
Beth Gerber, Lightext, Inc.
2. About the Speaker
Beth Gerber
• President and Co-Owner of
Lightext
• Former banking Vice President
• Consulting focus policy and
procedure and customized training
programs for the financial services
industry
• Training focus on Adobe software
and Professional Development
courses
6. Uses of Policy & Procedure
•Policies Only
Regulatory
& Audit •Subsets for
Management
Policy & •Online Help
Procedure •Process Flows
•On the job
Desktop
Training
training
•Classroom
Online •Call Center
Help •Help Desk
•Systems
Manuals
Guides
•Job Aids
•User Guides
7. Traditional User Support Model
• Trainers
• P and P writers
• Departmental Support
personnel
• Management as
communicators
• Others who create
specific user support
materials such as job
aids, user manuals, etc.
8. Problems with the Traditional Model
• Redundancy
• No coordinated
approach to learning
• “It’s a training issue…"
• Inconsistent, conflicting
and insufficient content
• Good documentation or
training can get buried
• New communications
tools overlap old ones
9. Improving this learning model
• Learning happens based
on appropriate, clear
and consistent
communications
• Trainers and writers
recommend the best
strategy for learning
• Single sourcing of core
content
• Basis: 50+ combined years in training and writing and
utilization of over 50 consultants on assignments
10. Individuals Required to Facilitate the
New Model
Blended knowledge and
skills in
training, writing, and Strategic thinkers
business analysis
Those who can work in
partnership with their clients
to ascertain end user and
customer needs.
Result: The Learning Professional
12. The new baseline
• Talent
• Professionalism
• Desire
• Flexibility
• Hard work and
dedication
• Aptitude
• Ability to see beyond
the paycheck VALUES
13. The new baseline
• Industry knowledge
• Primary area of
expertise
• Added value in
complimentary arenas
– Curriculum Design
– Policy and Procedure
– Systems Manuals
– User Guides
– Business Analysis
KNOWLEDGE
14. The new baseline
• Connect delivery by using
the right tools
• Expertise in applications
for:
– Online help development
– Computer based
training/simulations
– Webinars
– Skill building games
– Flow charting
– Test scripts
– Single sourcing to other
devices
SKILL WITH TOOLS
15. Learn to think strategically
• Single source for training
and P&P
• Ensure content is always
readily
available, accessible and
up-to-date
• Collaborate with business
partners
• Use tools to enhance
knowledge
• Teach individuals to
provide feedback
• Build partnerships, create
learning plans
16. Improving Sustainability
Single Source for Multiple
Purposes
Augment and Incorporate;
Don't Duplicate Content
Consider Optimum
Organization for End User
Online Library as a
Foundation for Learning
17. New Online Banking System Learning Professional
Training for Call Center
Representatives
Example #1
18. The Learning Professional’s Role
• As a Consultant • As a Business Partner
– Identify the learning – Implement solutions
need that support your
– Recommend the client, not your agenda
appropriate learning – Always consider the
solution ultimate customer need
– Ensure the specific
solution fits into the
whole
TrainersPolicy and procedure writersDepartmental support personnelManagement as communicatorsOthers who create specific user support materials such as job aids, user manuals, etc.
Individuals Required to Facilitate the New ModelBlended knowledge and skills in training, writing, and business analysis Strategic thinkersThose who can work in partnership with their clients to ascertain end user and customer needs. Result: The Learning Professional
The Learning Professional Make up
Industry knowledgePrimary area of expertiseMust have added value in complimentary arenasCurriculum DesignPolicy and ProcedureSystems ManualsUser GuidesBusiness Analysis
Connect delivery by using the right toolsHave expertise on one or more applications for:Online help developmentComputer based training/simulationsWebinarsSkill building games Flow chartingTest scriptsSingle sourcing to other devices
Single source your contentUse the single source as the basis for all training and proceduresEnsure content is always readily available, accessible and up-to-dateCollaborate with business partners and other support persons to not duplicate effortsUse tools to enhance knowledge and ensure they are interconnected in the classroom and on the jobTeach individuals how to use learning tools and how to provide feedbackBuild partnerships, create learning plans
Learning Professional Example – (FRB – ACI systems training example)We were requested to develop training for a new online banking system. The bank was hiring several temps to augment their call center staff. These temps were to be trained on the new system, but also were to receive New Hire training, Sales and Service training, and email communication training. They also received some training on the “old” online banking system so that when they spoke to customers who had used the old system the reps were familiar with the old system.Needs Assessment - Our trainer (Laurel) did a needs assessment and realized that the project size and implementation timing requires more resources, we were able to make a case to the client to add resources to our project.Documentation / Training Materials - Our training team recognized that the best solution was to single source documentation that could be used for the training materials and incorporated into the bank’s online policy and procedure documentation for the Call Center representatives.User Acceptance Testing – As our lead trainer was developing the documentation/training material, she found problems and issues that needed to be addressed before the system went “live”. A daily conference call was held with the client’s project team to bring these action items to the client’s attention so they could be addressed and resolved. The client realized that our trainer did User Acceptance training for the system.Training Delivery – The lead trainer was also very involved in the scheduling and planning of the training delivery, and of course the delivery of the training itself. The participants were broken up into 3 groups and trained in phases. Training included a week long New Hire training, a 3-day Sales and Service and Email Communications training, training on the old online banking system and finally training on the new online banking system. Post Implementation – The lead trainer has also been involved in post implementation tasks.Although our resource was initially brought in to just write training curriculum, she is a true “Learning Professional” and brought all her skills to the table in working this project. As a result, she is continually requested by this client and works steadily.