To plan for instruction, I
need to find out what the users need to get out of the information and what
they are expected to know before training. The learning environment should be
isolated from outside distractions but open to collaboration within the
training group. In this example, I am working with users who are already
familiar with the online order processing system we use, but not how to process
a return. I would be working through the steps with them on the phone and
possibly while remoting in to see their computer if there are issues getting
the pop-up blocker fixed.
I chose this example because
we have a very large user document with so much information, but our users have
already done training and use most of the processes often enough that they
retain it. Returns are not very common, so we get calls when they come up to
help. I planned for this so that all of the information is in one place for
access. The learning environment on the user’s end is usually out of my
control, but when I am working with coworkers, we always have designated time
so that there are no interruptions. Either way, I am asking the user for
feedback on what they see to make sure they are still with me. They are able to
ask questions as we go to ensure they are understanding the process. I keep
track of the progress on my end by refreshing my page to make sure the order is
progressing through the checkpoints.