Lost in an Information Maze?

Learn how to:

  • Deliver complex information via an easy-to-use web portal.
  • Develop cost-effective online training courses for employees.
  • Design online help systems to make life easier for customers.

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Writing Procedures

A Job Aid for Writing Procedures …

  • That readers can follow
  • Without hating the writer
  • Or hacking the job

1. ASK: Answer Six Key questions.

a. Who does this task? d.  Why is the job aid needed?
b. When is it done? e.  What conditions are required?
c.  How often is it done? f.   What follow-up is necessary?

2.  TELL: Test Every Line for Logic.

a.  Create a summary that outlines the logical sequence of steps.
b.  Make the steps follow the flow outlined in the summary.

 

3.  KISS: Keep It Short and Simple

a.  Remove unnecessary words (very, quite, extremely).
b.  Use photos, charts, and screenshots to provide detail.
c.  Use concrete nouns, active verbs, and quantifiable modifiers.

 

Filed Under: procedures, three giant steps

Are Your e-Learning Courses Set in Abstract?

Birch Trees in the fogAre your e-learners lost in the fog?

Subject-matter experts transfer knowledge in a flurry of words that sometimes obscure specific, tangible training objectives.

Knowledge in the abstract is great; but e-learning focuses on making the abstract specific, concrete and relevant to the learner and to the organization. The most effective way to do that is by telling a story.

To show you what I mean, let’s look at a simplistic example:  an SME’s description of a step in an invoicing process:

Before you enter an invoice into SAP, make sure that entries on the GR, IR, and PO match exactly.

In an e-learning environment, the novice learner’s eyes glide right over that statement. Too many acronyms, too little emphasis, and an easily forgotten abstract statement.

If this is an important point,why not present it in a job-related story ?

It’s three in the afternoon at Stentorian and Sons. You’ve got plenty of time to process this stack of paperwork, take care of a few emails, and get out in time to beat the traffic. Unbelievable–a day with no crises. A very good day.

“Hey, Bob! You need to check on this invoice. Biggie and Smalls Media, over on Ninth Street. Move the paperwork into SAP and get them paid. Today.  If we miss the early payment deadline, the penalty dollars are coming out of your next check. “

“Sure thing, Mr. Stentorian.”

Great. Tracking down paperwork for suppliers isn’t your favorite part of the job, but here it is. And there goes the very good day. The invoice is here, in the stack you were already processing: from Biggie and Smalls, total amount, quantity–all there. The purchase order from Sue in Purchasing  is easy to find, in the system under Biggie and Smalls, matching amount, quantity–all there. What else do you need?

INVOICE PURCHASE ORDER GOODS RECEIPT
IR PO GR

Right. Track down the colleague who received the invoiced material and get the goods receipt for entry into SAP.

[Read more...]

Filed Under: e-learning, training Tagged With: ,
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