Single Source Content for Classroom Training and Online Help

Beth Gerber, Lightext, Inc.

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

A few of our clients…

and clients from the past…

Challenges

Vision Frustrations

Uses of Policy & Procedure

Regulatory & Audit

•Policies Only •Subsets for Management

Policy &

Procedure

•Online Help•Process Flows

Desktop

Training

•On the job training•Classroom

Online

Help

•Call Center •Help Desk

Guides

•Systems Manuals•Job Aids•User Guides

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.

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

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

Individuals Required to Facilitate the New Model

Those who can work in partnership with their clients to ascertain end user and customer needs.

Blended knowledge and skills in training, writing, and business analysis Strategic thinkers

Result: The Learning Professional

The Learning Professional Make-up

The new baseline

• Talent• Professionalism• Desire• Flexibility• Hard work and

dedication• Aptitude• Ability to see beyond

the paycheck VALUES

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

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

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

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

New Online Banking SystemTraining for Call Center

Representatives

Learning Professional Example #1

Training Delivery

Post Implementation

User Acceptance Testing

Documentation / Training Materials

Needs Assessment

The Learning Professional’s Role

• As a Consultant– Identify the learning

need– Recommend the

appropriate learning solution

– Ensure the specific solution fits into the whole

• As a Business Partner– Implement solutions

that support your client, not your agenda

– Always consider the ultimate customer need

Beth Gerberbeth@lightext.com @lightextinc

Pam Harrisonpam@lightext.com @lightextpam

Lightext, Inc.626-357-2017www.lightext.com

Thank You!