Background:

Call Centre staff are required to gain and retain knowledge on multiple organisation wide services, department, policies and procedures. This knowledge is dynamic and can change on a daily basis. There is currently no one stop online training solution or knowledge management resource in place to train new staff or offer an opportunity to maintain and update the knowledge of existing staff. This information currently resides in various sources such as databases, corporate web site, hard copy documents and various frequently used external websites. As staff spend 100% of their working day online and answering calls an online solution would provide a flexible opportunity for staff to access information quickly and efficiently. In addition when staff have down time they can access training information, access self-paced learning modules and resources to help them learn and do their job more effectively. To clarify it simply there are two main learning needs:

1. An online one stop shop for knowledge/information with live feeds

2. A collaborative based e-learning training solution

The question is though how would I construct a rigorous process to ensure all stakeholders are captured in the design process and that learner needs are paramount in the design process as opposed to being an afterthought. So I have taken my thoughts and focus from Customer Service principles. As we are a customer centric organisation I would also like to think we could also be a learner centric organisation. My staff are my internal customers and therefore I should provide a design which meets their needs and creates a positive and exceptional learning experience. Other internal customers like management and other relevant stakeholders will also be included in this process.

Some key topline requirements which I would like to see included in the design are (they are currently not in any order):

1) Scaffolding – the use of mentors or supervisors to assist learning

2) Collaboration – opportunities for learners to learn from each other and share resources and information

3) Consultation:

An understanding of learner needs – taking into account diverse age groups, gender, socio cultural issues, cognitive styles and technology uptake

An understanding of other stakeholder needs – taking into account budget/resources/IT Capabilities

4) Reuse of information and learning materials which may already exist – don’t’ reinvent the wheel if necessary.

5) Learning Theory – learning theory which underpin design meets the needs of learners and management/organisation outcomes

6) Learning Framework chosen is based on sound principles of instructional design and is suited to the learning environment – this will be supported by literature review, an understanding of learners and workplace context.

7) Evaluation and Feedback Mechanism – learners will be involved in the planning and evaluation of their learning

Real world and specific organisation problem solving application – the design will have an immediate application and benefit to their work and hopefully stimulate a personal learning journey

Tell me and I’ll forget; show me and I may remember; involve me and I’ll understand.” Chinese proverb

I also love the above pic which I am sure is happening in many classrooms around the world -the combination of technologies – the old and the new.  If you asks the students here – which is the most engaging? I wonder what they would say….they do seem pretty immersed in what they are doing.

So how do we incorprate sound pedagogy into e-learning design to develop engaging and authentic learning experiences and outcomes…..don’t have the answers yet but I am sure to find out during the semester. 

Happy for anyone to comment and provide a few pearls of wisdom to inspire me for the semester…..