http://forblogssake.edublogs.org/2008/08/16/clarifying-my-design-model/ E-Learning Experiences 1 Blog Wed, 02 Dec 2009 10:37:26 -0500 http://wordpress.org/?v=2.8.2 hourly 1 http://forblogssake.edublogs.org/2008/08/16/clarifying-my-design-model/comment-page-1/#comment-19 Eileen Mon, 18 Aug 2008 13:46:07 +0000 http://forblogssake.edublogs.org/?p=95#comment-19 Debra, your top line requirements are based on sound design principles and justified given the context you’re designing for. They look achievable in theory, but depending on the level of support you are likely to get from management, you may need to prioritse them. A reality check will be helpful in further developing your design model. About your target learners – looks like you’re including both new and current call centre staff. If that’s the case, you’ll need to clarify how/which aspects of your “one stop online training solution or knowledge management resource” aim to meet each group’s needs. About the what of learning for your target learners – you said they need to “gain and retain knowledge on multiple organisation wide services, department, policies and procedures”, but I think “retain” may be a huge challenge to many people. I think your online solution will be more about • helping staff search for/identify the information they need • providing mechanisms where staff can contribute resources, eg records of their answers to clients in the past, customer service best practice or approaches they’ve taken to help clients get what they want etc. (a searchable Q&A bank?) Eileen Debra, your top line requirements are based on sound design principles and justified given the context you’re designing for. They look achievable in theory, but depending on the level of support you are likely to get from management, you may need to prioritse them. A reality check will be helpful in further developing your design model.
About your target learners – looks like you’re including both new and current call centre staff. If that’s the case, you’ll need to clarify how/which aspects of your “one stop online training solution or knowledge management resource” aim to meet each group’s needs.
About the what of learning for your target learners – you said they need to “gain and retain knowledge on multiple organisation wide services, department, policies and procedures”, but I think “retain” may be a huge challenge to many people. I think your online solution will be more about
• helping staff search for/identify the information they need
• providing mechanisms where staff can contribute resources, eg records of their answers to clients in the past, customer service best practice or approaches they’ve taken to help clients get what they want etc. (a searchable Q&A bank?)
Eileen

]]>