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Transcript of Training and Process Documentation - purdue.edu · Training and Process Documentation Strategies...
Training and Process Documentation
Strategies for Onboarding Success
June 7, 2016
OBJECTIVESWhat you’ll be able to do:
2
• Identify and apply strategies for Onboarding Success
– Identify and apply best practices for creating or revising training programs
• Identify when process documentation is needed
• Identify how to approach writing process documentation
• Visually see some examples of various formats of documentation
WHY DO WE TRAIN?Audience Response
3
Starting backwards…
4
• Start with the questions, and lead your learners into the answers.
– Why should they learn it?
– What will they learn?
– How will they be evaluated?
– How can they improve next time?
Best Practice: Providing Rationale
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Explain why
learners should
learn the
content, and
how it applies
to their work.
Image: https://www.flickr.com/photos/groundswellzoo/8314064918
(Stolovitch & Keeps, 2011; Prensky, 2010)
Best Practice: Make it RealMakes the information more…
6
RELEVANTREAL
(Stolovitch & Keeps, 2011; Prensky, 2010)
Best Practice: Writing Performance Objectives
7 (Stolovitch & Keeps, 2011; Prensky, 2010)
Inform learners
of what they will
be able to do
after completing
training.
Best Practice: Measurable and Achievable
8 (Stolovitch & Keeps, 2011; Prensky, 2010)
Performance Objectives = Performance Goals
Action
Verbs
Recall
Create
IdentifyWrite Explain
Answer
Which is measurable?
9 (Stolovitch & Keeps, 2011; Prensky, 2010)
Choice 1: Know the difference
between the start button and the
stop button 100% of the time.
Choice 2: Identify the stop and
start buttons correctly 100% of
the time.
Best Practice: Design Activities to meet Objectives
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• Give learners
things to do that
help them achieve
the performance
objectives.
• Engage them!
AUTHENTIC
LEARNING
Solve a
realistic
problemAnswer a
relevant
question
Perform a
task
(Stolovitch & Keeps, 2011)
Kaizen - Learning by Doing
11 (Stolovitch & Keeps, 2011)
Van Tiem, Moseley, & Dessinger (2012)
“Knowledge remains just knowledge
until we put it into action.
Practice is the best way of learning,
and wisdom emerges from practice. ”
Best Practice: Evaluation & Feedback
12 (Stolovitch & Keeps, 2011)
Check to see if the
learners have mastered
the performance
objectives.
Correct them when
they are incorrect.
Confirm when they are
correct.
(Stolovitch & Keeps, 2011)
What is the end result of using these best practices?
13 (Stolovitch & Keeps, 2011)(Stolovitch & Keeps, 2011)
What is a Process?
14
Process Documentation
15
- Action oriented
- Outline steps to take
- In the proper order they should be taken
- Solid
- Precise
- Factual
When?
16
- Important
- Complex
- Steps are being missed/incorrectly completed
- Lengthy
- Routine (but essential)
- Consistency demanded
- Involves change
- Confusing
Considerations
17
- Readers NEED to know
- Assistance/Guidance
- Exceptions
- Technical Issues
Information Gathering
18
- Experts
- Long time staff
- Stakeholders
- Technical staff
- Users of the procedure
- Notes
- Surveys
- Flow Charts
Asking the right process discovery questions elicits the answers you need to be effective
Writing a Draft
19
- Write actions in order they are to happen
- Avoid too many words
- Communicate clearly
- Active voice
- Lists and bullets when necessary
- Careful use of jargon and slang
Assess Design Elements
20
- Flowcharts
- Screenshots
- Checklist
- Highlighting
Putting Your Draft into Practice
21
- Users completing the task
- Review for accuracy/gaps
- Update with any changes
- Publish final document
- Review and update annually
REFERENCES
25
● Prensky, M. (2010). Teaching Digital Natives. Corwin: Thousand Oaks.
● Stolovitch, H. and Keeps, E. (2011) Telling Ain’t Training. ASTD Press: East Peoria.
● Van Tiem, D. Moseley, J. L, and Dessinger, J. C. (2012). Fundamentals of
Performance Improvement: Optimizing Results through People, Process, and
Organizations (3rd edition).
● What is Business Process Documentation? Where and How is it applied? (n.d.).
Retrieved May 13, 2016,
from http://theprocessconsultant.com/process-documentation/
● Writing a Procedure: Making Sure Things Are Done Without Mistakes or Omissions.
(n.d.). Retrieved May 19, 2016,
from https://www.mindtools.com/pages/article/newTMC_78.htm