Balancing SME-speak

with Learner Needs

The Scenario

Change

Information overload

Short time to expertise

Complex nature of work

SME and ID

Using the Content

Novice vs. Expert Thinking

How IDs Bridge the Gap

Dreyfus Model

Novice Beginner Competent

Proficient Expert

Tacit Knowledge

Declarative Procedural Doing

Tasks and Methods

Describing

Motor Skills

Facts and Things

Interconnected Disconnected

1 10 =

Learning is iterative

Practice

Feedback

Reflection Practice

Application

An environment that encourages “bunkos”

5 key differences

Thinks Intuitively Sees Holistically

Sees Patterns Draws from Experience

Analyze Situations See Pieces

Look for Guidance

Think Analytically See Specifically

Analyzes Contexts

Novice vs. SME Thinking

How IDs Bridge the Gap

As you see, this is a very important topic. They have

to know…

Let’s talk about what they have to do…

SOP

Market Survey

Data

Research Data

Process Manual

History

Activities

Info in Support

ID acts as filter

= Business Goals

Activities to support the goals

Feedback to support actions

Filters are performance objectives

The bridge toward performance

Using the content

Novice vs. SME Thinking

How IDs Bridge the Gap

Course

Tech Stories

Reference Case studies

Job Aids

Helpline/ Intranet

Designing for “Pull”

User Manual

Job Aids Step list

Setting up a Webex

A word about “Job Aids”

In summary

Thank You!

Acknowledgments

#lrnchat

Jane Bozarth

Cathy Moore

Tom Kuhlmann & the Articulate Community

Jean Marrapodi

Sumeet Moghe

References

Sahana Chattopadhyay

sahana2802 ID and other Reflections

http://in.linkedin.com/in/sahana2802