ClickLearn - Apr 13, 2016

Implementing ClickLearn - Analyzing requirements [Part 2]

The requirement analyzing shall efficiently cover:

  • Who is responsible for ClickLearn?
  • What is the content that we need within ClickLearn?
  • What are the candidates for Electronic Performance Support?
  • Where should out content be available?
  • How do we communicate that the content is available?
  • Are there any technical issues that need coverage?

Organizational readiness

We put great emphasis in preparing the organization for creating and maintaining the documentation. This is typically the distinction between a fantastic ClickLearn process and a mediocre implementation. Determining the stakeholders that handle the practical day-to-day-operation of ClickLearn, i.e. assisting and teaching users in recordings, performing post-recording editing operations, pick-up requests from the departments, is the single most important task in preparing for the ClickLearn implentation. Communicating the responsibilities to remainder of the organization (having an e-mail address on the content) is also essential.

ClickLearn or its partners can provide all the training necessary to take the day-to-day responsibilities of maintaining and supporting ClickLearn within your organization.

We normally recommend a 4 to 8 hour training session focusing exclusively on these day-to-day super users. This training is sufficient to accommodate a large number of recording users and sufficient for providing the right training to the recording users.

E-learning content

Preparing and structuring the content (typically headliners) and is a requirement analysis in its own right. We normally recommend that the organizational anchor-points for the ClickLearn product also collect the requirements for the content within the organization, efficiently asking each department, business process owner:

What are the key processes within the department?

Identifying the key processes within each department gives an outline of the recordings needed to be performedFor some companies with high volume replacements in staffing it is a very sound idea to keep in mind that we are not just training the existing employees. Typically asking the question: “What would a new employee require in terms of training?” is a great starting point.

What are the possible candidates for EPSS?

Everything recording is a possible candidate for the EPSS. However maintaining high-quality EPSS can be a time consuming task. There are number of factors that may influence on which processes, you choose for your EPSS repository.

High volume turn around in employees in a specific department or part of your organization may point to key-processes being part of the EPSS.

Infrequently performed operations (monthly, bi-weekly) are typically difficult to learn from a video, tutorial or simulation. These types of processes are always good candidates for the EPSS.

What are the roles within/across departments that we need to provide learning / teaching to?

Structuring content in roles makes a lot of sense. We normally perform tasks depending on our role within the organization. It is seldom a great idea to make available, to the call-center employee, an instruction on how to perform a monthly P & L-statement. However, that particular process will probably make sense to the financial controller. Providing an equal amount of content for each department is seldom a good idea. Instead, it makes sense to spent time in the areas where employee-replacements are high.

How do we best structure the recording?

Bear in mind that some recordings may be more efficiently broken down in multiple recording (f.ex. an order process with large differences in steps between types of order). Dedicating content to a particular sub process gives the best possible result and experience for the end-user. ClickLearn has options to integrate and merge recordings together for a collective result.

What is best structure of the end training material?

Often departments have shared content. Structuring that content into a single book makes sense keeps the updating operations at a minimum. Structuring the end training material is really a question of how well we target the documentation to a particular role within the organization and how easily maintainable we keep the content.

Availability analysis

The availability analysis is a simple checklist where the organization answers a number of questions:

  • Do we want to make content available on individual users Ipads, IPhones, etc.?
  • Do we want a collective platform for all content or will we create subareas for each role or department within the organization?
  • Should the content be made available on specific technical platforms (business systems, SharePoint, etc.)?

Scouting these issues and determining, if technical issues may arise with any of them is typically a great idea to do in the requirement analysis phase and secures a smooth process, where no resources are wasted.

Technical requirement analysis

The technical requirements analysis is traditionally a very short phase. It is primarily a readiness check with the IT-department and should provide solutions to:

  • Are there any ClickLearn requirements for recording on the platform?
  • Which media do we intend to distribute on? (i.e. DVD’s for low-bandwidth sites or internet/intranet solutions).
  • Is it possible to do secure logins for each user to make content available on the internet?
  • Templates, learning portals, visual layout of Assists, etc. are typically structured and created in this phase using either ClickLearn resources or a partner for consultancy.