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Blended Training – TWB’s Corporate
         Training services for distributed workforces




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Introduction

 The rapid growth of science and technology has               The Current Scenario
 affected all facets of human life. Even education or
 learning approaches are not immune to the                    Blended learning today is fast becoming the most
 influence of technology. This is evident in the              preferred instruction delivery method both in
 emergence and increasing use of the Internet,                corporate and non-corporate worlds.
 bringing about a new paradigm shift in learning
 approaches as well. A confluence of traditional              In today’s scenario with prevalence of high
 face-to-face learning, technology-based learning             technology, blended learning often refers
 (CBT and WBT), and ever-evolving educational                 specifically to the provision or use of resources that
 theories has resulted in the phenomenon called               combine e-learning (electronic) or m-learning
 ‘Blended Learning’.                                          (mobile) with all the other educational resources.
                                                              According to some, the key blended-learning
 What is blended learning?                                    arrangements could also involve e-mentoring or e-
                                                              tutoring. These arrangements tend to combine an
 Blended learning is not a new discovery in                   e-learning component with some form of human
 pedagogical techniques. Rather, it is an innovative          intervention, although the involvement of an e-
 way of approaching learning that combines the best           mentor or an e-tutor does not necessarily be in the
 in multiple methods: predominantly traditional               context of e-learning.
 classroom method and technology-based learning.
 Blended learning is a combination of multiple                Why blended learning?
 approaches that complement each other, and
 promote effective learning. This method of learning          Today, we live in a world controlled by technology.
 effectively blends traditional face-to-face classroom        There are slews of social networking sites, mobile
 training (physical resources), e-learning (virtual),         devices, instant messengers, online forums that
 and self-paced learning methods so that the learner          help busy working individuals socialize and network
 benefits holistically. An example of such learning           with others. Therefore, today, there is a virtual side
 can be a training session where a well-structured            to the social interaction. As a result, even the way
 introductory lesson is presented in the classroom,           people choose to learn has changed drastically.
 and then follow-up materials are provided online.            There are various trends that necessitate the need
                                                              for blended approach to learning. Some of them
 In researcher Heinze, A and C Procter’s words:               can be summarized in the following way:

 “Blended learning is learning that is facilitated by          Preference for active, participatory, self-
 the effective combination of different modes of                paced, experiential learning: Instructor-to-
 delivery, models of teaching and styles of learning,           learner model has been replaced by active
 and founded on transparent communication                       leaner-centered training/learning approach. This
 amongst all parties involved with a course.”                   offers more value in today’s sophisticated world,
                                                                where the quality of the employees determine
 Some authors mention such form of learning as                  the success of an organization.
 ‘hybrid learning’ (this seems to be more common in            Increasing use of technology: Classrooms
 Northern American sources) or ‘mixed learning’.                are no longer the only place where learning
 However, all these concepts broadly refer to the               takes place.
 integration (the ‘blending’) of e-learning tools and          Lack of time: Learning can be non-sequential.
 techniques.                                                   Virtualized social interaction: Today, the way
                                                                people interact and network has adopted the
                                                                forms of instant messaging, forum discussions,
                                                                SMS, Web sites, blogging etc. These positive
                                                                trends also have influenced the way people
                                                                learn and train, which cannot be neglected.

 What is blended learning?

 Blended learning is a combination of multiple
 approaches to learning. This kind of learning can
 be achieved through the use of 'blended' virtual and
 physical resources. A typical example for this would
 be a combination of technology-based materials
 and face-to-face sessions used together to deliver
 instruction.
The Writers Block                                        www.twb.in                                                1   1
 The term Blended Learning is most often applied to
 the use of technology for instruction delivery. An
 example of such learning can be a training session
Blended learning vs other learning techniques
 In order to understand what blended learning/training is and the benefits it offers, it is important to differentiate
 between various kinds of learning, namely face-to-face learning and e-learning, and their disadvantages.

  Face-to-face learning                                           E-learning

 Face-to-face learning refers to traditional instructor-          Today, as technology evolves and businesses
 led training that takes place within a classroom. It             expand, employees often do not possess the
 involves an active learning process that takes the               required skills to keep up with the fast-paced
 form of classroom discussions/debates, making                    development. This gap between the desired and
 formal presentations, delivering lectures. Motivating            actual skill sets can have an adverse effect on the
 the learners to read and research on their own,                  employee productivity, performance, and business
 write, discuss, or be engaged in solving problems                results. Continuous learning programs, without
 are also part of this kind of active learning. Other             separating learning events with work activities
 forms of face-to-face learning can include visual-               seems to be the key to bridge this gap successfully.
 based instruction.
                                                                  E-learning refers to a method of transferring
 Today, there is a shift from one-way knowledge                   knowledge supported by multimedia content and
 transmission to student-centered learning, which                 delivering it synchronously and/or asynchronously
 focuses on encouraging students to assume such                   over an electronic network. It is not considered to
 higher-order thinking tasks as analysis, synthesis,              be a replacement for an instructor-led or classroom
 and evaluation. The usage of such techniques in                  training, but acts as a supplement to reinforce
 the classroom has a powerful impact upon                         crucial knowledge. Thus, it helps in overcoming
 students' learning. Another way of face-to-face                  physical and logistic limitations of traditional
 learning is using the cooperative learning                       training methodologies.
 techniques. This method proves to be useful in
 case of more complex projects, where many                        E-learning is the unifying term to describe the fields
 trainers are working on a project that demands                   of online learning, Web-based training, and
 learners to work in groups of three or more. The                 technology-delivered instruction/CBT.
 term ‘cooperative learning’ also suggests learners
 coming together and working in groups,
 contributing to the collective learning activity.                Computer-based Training (CBT) and
                                                                  Web-based Training (WBT)
 Though the face-to-face learning approach has
 many visible advantages such as social interaction,
                                                                  Computer-based Training (CBT) is an instructional
 verbal and non-verbal communication, permanency
                                                                  mode whereby the learners gain knowledge by
 of content, group activities, etc., in today’s
                                                                  using computer. Through computer-aided
 technologically sophisticated world, it is not the only
                                                                  interactive techniques, learners can complete
 effective method of learning.
                                                                  special training programs related to their
                                                                  occupation. CBT services are especially effective
 Disadvantages:                                                   for training people to use computer applications.
                                                                  With the help of CBT, users can also study for
    Dependency on spoken words/verbal                            formal qualifications, accreditations, and continued
     communication                                                professional development. Advantages of CBT are:
    Absence of one-on-one attention/instruction                  available anywhere any time, one-time expenditure
    Inability to cater to individual learning styles of          for learning, convenient method to train new staff.
     students
    Inability to retain the attention span of learners           Web-based training (WBT) is also a kind of training
    Time-bound learning sessions                                 that is similar to CBT, but it is delivered over the
                                                                  Internet/intranet.
    High cost of training
    Need for physical presence of students and
                                                                  Development cost, requirement for self-motivation
     scheduled classes
                                                                  and discipline, absence of human instructor to
                                                                  answer questions, generic training materials are
                                                                  the most common disadvantages of CBT and WBT.




The Writers Block                                          www.twb.in                                                    2
Blended learning vs other learning techniques
 Though, traditionally, e-learning solutions have been more popular among the IT/telecom and banking sectors,
 many pharmaceutical companies are presently adopting similar packages, especially for sales representative
 training, assessment, and performance support.

 Observing the current situation, on an average, an Indian pharmaceutical company has hundreds, sometimes,
 thousands of on-field sales representatives. In such a case, managing classroom training for a large number of
 learners is not feasible. Moreover, 60-70 percent of the training budget would be depleted in managing logistics for
 a large number spread over as large a geographical area as India, rendering it a very expensive exercise.

 In comparison, the limitation of classroom training is that it is time-bound and can be conducted only at a
 designated time. This implies that a learner is required to wait for the scheduling of the class. The waiting period
 could affect the productivity adversely.

 As a result, e-training is becoming increasingly popular in the present situation and has been replacing the
 demand for the traditional classroom training. E-learning is often considered to be a source of repetitive training
 that offers quick and on-time delivery of training for the learners. It ensures consistency, lowers the training
 logistics and administration overheads, and is readily available anytime, anywhere.

 
                                           Benefits of Virtual Learning

 For Corporates                                                 For Employees
 The following are the benefits of Virtual Learning for         The following are the benefits of Virtual Learning for
 corporate customers:                                           employees:
  Involves a fraction of the cost of traditional training       Access to interactive, self-paced, multimedia
    methods                                                        training, anytime, and anywhere - at work, home
  Provides ‘anytime anywhere training’ and                        or while traveling
    performance support to a geographically                      Access to multimedia enabled Web-based
    dispersed work force                                           performance support system
  Offers interactive, self-paced courses on various             Self-paced training and performance support to
    topics                                                         access the required topics at any given time
  Helps in creating a custom catalogue that                     Choice to play entire chapters, or utilize the
    specifically meets the needs of employees                      search function to answer a specific question
  Charges only for training content                             Buttons to pause, rewind and fast forward through
  Enables easy planning, budgeting, and paying for                topics
    training expenditures                                        Engaging and robust Web-based self-paced
  Eliminates hardware investment, development                     classes
    time, and additional staff requirements                      Learning while performing, resulting in increased
  Reduces the need and the cost of classroom                      productivity
    training                                                     Pre- and post-assessment exams for most of the
  Allows users to learn faster, as well as, increase              courses
    comprehension and retention rates by up to 100               Immediate feedback to all users with the topics
    percent as opposed to standard training methods                they need additional training on
  Enables employees to learn as they perform,                   Less than 10 percent of the cost of the best
    rather than removing them from the work place                  instructor-led training options
  Offers pre- and post-assessment exams for each
    course                                                      Despite the benefits listed above, e-learning has
  Provides detailed reports with insight into                  many disadvantages, rendering it ineffective to a
    individual progress and test scores                         certain extent.
  Offers managers a centralized resource for
    distributing and tracking their employees' skills              Need for ready access to a computer and Internet
    development                                                     connection
  Increases employees' productivity                               Need for computer literacy/knowledge of learning
  Offers quick implementation and easy roll-out
                                                                    technologies
                                                                   Lack of instructor-student interaction
                                                                   Unavailability of the instructor when needed
                                                                   Reduced/lack of social and cultural interaction



The Writers Block                                            www.twb.in                                                 3   3
Blended Learning

 Though e-learning has many benefits, it can never completely substitute the traditional way of learning, say most
 experts. What is seen as one of the biggest shortcomings of e-learning is that one misses the personal
 link/contact that one would otherwise share with a mentor. It is here that blended learning comes into the picture.
 E-learning, when blended appropriately with classroom training, can be a powerful holistic mode of instruction
 delivery. All the technologies used in e-learning can be used in blended learning as well, making a unique
 comprehensive approach to learning.

 Technologies used in blended learning                         Blended Learning: A means of enhancing
                                                               business growth
 Web-Technologies
                                                               Blended learning is increasingly being accepted by
  Online Interaction Means: E-mail, Web sites,                the corporate world to catalyze business and
   blogs, wikis, e-portfolios, instant messaging               organizational growth, which is highly dependent
   (IM), short message service (SMS), discussion               on the quality of human capital deployed. Industries
   boards, web 2.0 communities and podcasts                    and organizations are using the blended approach
  Web resources: Search engines like Google,                  to enhance the learning and development
   Online courseware, electronic databases,                    experience aimed at improving revenue, reducing
   digital libraries, and online publications                  costs and enhancing quality of human capital.
                                                               Blended learning addresses the needs of most
 Installed Technologies                                        corporate learning and development programs,
  Multimedia Presentation software/hardware                   allowing pace and space for various delivery
   such as videocassette recorder, DVD player                  methods required by different sets of learners.
  Interaction Technologies: Videoconferencing,                With a perfect amalgamation of media and delivery
   Web cameras, and application-sharing suites                 as per the requirements within a particular
                                                               program, enhanced results can be achieved.
 Mobile Technologies/ Classroom
 Peripherals                                                   It is often observed that learning experiences are
  Laptops, cell phones, PDAs, Tablet PCs, iPods,              categorized into steps in a blended learning model
   digital cameras, Wi-Fi finders, USB drives, and             and the learner’s progression from one step to
   GPS systems                                                 another keeps on building upon the previous
                                                               learning experiences. Thus, a ladder is formed,
  Classroom response system, collaborative
                                                               which learners climb rung after rung and blossom
   software, computer aided assessment,
                                                               into a tree of collaboration from the sapling of
   educational animation, games, screencasts,
                                                               education.
   simulations, virtual classrooms
                                                               As a result, many organizations have graduated
 Blended learning is seen as a comprehensive                   from the basic information exchange level to the
 method to impart learning through information,                level of expertise – keeping in line with the
 interaction, and collaboration elements. This can be          scheduled time frames and fixed costs with the
 best achieved through the use of the technologies             help of blended learning techniques.
 mentioned above plus well-designed classroom
 training. It not only reduces the cost by reducing all        Elements of Blended Learning
 non-productive activities such as commuting and
 employing instructors, but also creates reusable
 content, and accommodates individual learning                 There are various models of blended learning, each
 styles, and promotes self-paced learning. However,            comprising the following elements (mentioned
 the classroom sessions prove to be helpful in                 below) in varied proportions depending upon the
 developing interpersonal skills through face-to-face          organization’s requirements. Blended learning can
 communication.                                                be classified into:

                                                                Learning through information
 To summarize, blended learning is a method
 naturally available for distance learning and flexible         Learning through interaction
 learning, but can also be used in conjunction with             Learning through collaboration
 face-to-face teaching.                                         Learning through classroom experiences




The Writers Block                                         www.twb.in                                                4
Blended Learning

 Dimensions of Blended Learning                                  Benefits of Blended Learning

    Classroom and online learning: Blended                      Blended learning is highly effective for large
     learning powerfully combines both instructor-led            organizations with people performing similar tasks
     classroom training and online training (the                 in different locations and facilities. It enables people
     Internet and intranet), thereby blurring the                to spend classroom, simulator, and On-the-Job
     disadvantages that exist in both instruction                Training (OJT) time on advanced tasks. It also
     delivery modes.                                             allows training people in core qualifications and
    Self-paced and collaborative learning:                      skills used by all members performing similar jobs,
     Blended learning creates room for both solitary             and then receive location or task-specific training
     learning and collaborative learning, thus                   for unique tasks at any defined location. This
     allowing the learners to accommodate their own              learning method appears to be a natural strategy to
     style of learning at their own pace, without                address language problems both at local and
     compromising social interaction aspects.                    global levels.
    Structured and unstructured: It effectively
     combines both structured training (well-                    To sum up, the biggest business benefits of
     designed course plans) and unstructured factors             blended learning are:
     like discussions, hallway conversations, emails
     etc.                                                           Scale: One can roll out a new initiative or
    Ready-made content and custom content:                          program to global audiences and reach a large
     Blended learning consists of regular well-                      number of people than ever possible before.
     defined readymade content as well as custom                    Speed: If training needs to be delivered to staff
     made content. Blended learning encourages                       within a short period, a large number of staff
     students to research and create their own                       members can be reached simultaneously.
     learning materials, under the guidance of an
                                                                    Throughput: If a training problem is
     instructor.
                                                                     bottlenecked, the block can be eliminated and
    Learn, practice, and perform: Blended                           training throughput can be improved by orders
     learning mixes learning, practice, and                          of magnitude.
     performance, the vital aspects of learning, to
                                                                    Complexity: Many training challenges are just
     help learners integrate practice into the learning
     process and assess the learning through                         too complex for a single web-based course or
     performance metrics. Blended learning does not                  PowerPoint based webinars. If the material is
                                                                     complex and an organization’s business need
     replace traditional method of learning. Rather, it
                                                                     demands that people internalize and change
     complements traditional learning by providing
                                                                     their behavior, using multiple media will get
     the learner with opportunities to explore and
                                                                     much higher completion and results.
     practice.
                                                                    Cost: By thinking about every problem as a
 In short, complementarities between multiple                        ‘blending’ challenge, one can select the lowest
 learning techniques, autonomous learning style of                   cost media that solves the problem.
 learners, efficient access to wide range of
 resources, and effective interaction are four critical
 dimensions of blended learning.

 




The Writers Block                                         www.twb.in                                                  5     5
TWB’s Blended Learning Approach

 TWB enjoys the status of a pioneer in putting                Our blended learning approach provides
 blended learning into effective use and training             appropriate solutions for the ubiquitous problems of
 corporate employees/individuals with great                   speed, scale and impact linked with most e-
 success. TWB’s blended learning approach                     learning models. In conclusion, TWB’s use of well-
 considers the key factors and issues in delivering           designed blended learning programs as a method
 instruction.                                                 to fulfill an organization’s learning needs has been
                                                              a great success.
 Effective combination of learning methods:
 Figuring out how blended learning can be more
 effective is very important. At times, this can be a         “The concept of Blended Learning has arrived
 great challenge as well. Though the concept of               and is here to stay. However, if it is to add value
 blended learning sounds very simple (face-to-face            to our understanding of effective training and
 learning + e-learning), failure to gauge the                 learning, the term needs to be considered in a
 complexity in designing the training (with a well-           broader context. It is not simply about delivery
 balanced combination of both) can cause failure. In          and technology. If the term ‘blended learning’ is
 this area, TWB’s expertise cannot be neglected.              to have longevity in our trainer vocabulary, we
                                                              must extend its use beyond technology. It must
                                                              be as much about varying learning methodology
 Learning gaps: According to some, classroom
                                                              as it is about training delivery. We must
 training is ineffective because instructors, more            understand more about what motivates learners,
 often, need to deliver training to mainly two
                                                              what support they need and how these
 categories of learners at the same time: well-
                                                              supportive interventions can take place in
 informed and least-informed. If the students in
                                                              practice. Only with this understanding can we get
 classroom training are on the same level as far as
                                                              the ‘blend’ right.”
 the baseline knowledge is concerned, the training
 becomes effective and productive. TWB’s blended
                                                                    Martyn Sloman, in his              book     ‘The
 learning approach gives a provision to cater to
                                                              Changing World of the Trainer’
 students, whose baseline knowledge is not at par
 with the rest, through means such as online, instant
 messaging, e-mails etc., thereby helping them raise
 their knowledge level.                                       Benefits

 Individual learning styles: With the availability of
 the new package of tools, TWB’s instructors and              By utilizing TWB’s training programs characterized
 students are able to blend more elements into both           by the blended learning approach, an organization
 classroom and self-paced exercises, thereby                  can draw the following benefits:
 effectively catering to individual learning styles.
 TWB reaches out to learners with a more diverse
                                                               Reduced costs
 set of learning options, which help them raise the
                                                               Business continuity
 level of their knowledge and skills.
                                                               Effective holistic learning through classroom

 Follow-up: Another important factor to be                      cum e-learning methods
 considered in blended learning is the follow-up. In           Extended training covering all distributed
 most cases, this is the most neglected aspects of              workforce at various locations
 learning, especially in adult learning. The objective         Increased productivity because of the quality
 of the follow-up is to determine the retention level           learning
 of the knowledge and skills taught. TWB has
 devised its own unique means to ensure that
 follow-up is practiced to help learners retain their
 acquired knowledge.

 TWB’s training department follows up with students
 by sending out exercises through emails after the
 classroom training is over. To date, this is known
 as one of the best ways to ensure learning and
 retention. We blend various components including
 courses, content portions, IM pings, blogs
 feedback, and many other things, to provide
 maximum benefits to learners.



The Writers Block                                        www.twb.in                                                6   6
Case Studies

                          Case Study 1: A Large Leading Software Company


 A large software company takes the decision to move their technical documentation effort from the US to India.
 The team in India had the option of hiring and creating a new team or forming a new team from the existing
 employees.

  The Writers Block (TWB) is engaged with this software company to search for members with the right talent within
 the company, who could then be inducted into the technical documentation sector by way of evaluation tests. A
 technical support team of 20 members, identified as having the base skills, is created. The team was provided with
 continuous training in best practices by TWB.

 As a result, this team starts taking over from the US team in 2 months. Ultimately the team doubles the size within
 next 3 months.


                         Case Study 2: A Multinational Multi-Brand Company


 The internal market analytics team of a multinational company is engaged in serving its subsidiaries. Such
 research and analysis is typically for the middle management staff members who determine the key market
 factors, create decisions points, and put forward these as reports to senior management. However, the
 multinational wants to change this scenario and wants this internal team to serve the company at a global level.
 This change means that the local middle management 'cushion' is not present anywhere before the analysis is
 presented to the customer.
 TWB provides the exact solution and helps the multinational company formulate a training program for the
 research team. This step ensures that the research team is able to present its results as research reports to its
 customers worldwide in a useful way.
 This training, based on blended learning approach, is created for teams of 20-25 members for over 300
 employees spread all over India. The key objective of this well-defined blended learning approach through TWB
 intervention is to ensure that the existing work is not disrupted. With a long term personalized intervention, there
 is a surety that each member gets personalized attention.



                                    Case Study 3: A Large KPO Provider


 The said company is one of the largest KPO providers in India and continues to be aggressively engaged in
 providing KPO services like Analytics. The BPO part of the business also involves serving some customers for
 the KPO services. The company wants to make use of the available manpower, provided they are found suitable
 and wants to move them into analytics. The objective is that the analytics team should be able to carry out the
 analysis required and present the output to the customers as research reports with clear decision points.

 Under the solution provided, team members are evaluated by the KPO provider team for research, analysis and
 domain skills, and by TWB for communication capability. The employees who are suitable are promoted to the
 analytics team. TWB, together with the KPO provider, devises a month’s training program for this team. TWB,
 using a blended learning approach, conducts a four-day essential classroom training and a four-weeks TWB
 Online training that runs parallel to the training by the KPO. This is followed by another three days of classroom
 training.

 TWB helps the KPO provider create a suitable transformation with the most effective intervention for its team.
 The team starts taking on responsibilities within a month. Such blended training solution is being laid out for over
 500 employees across four locations.




The Writers Block                                         www.twb.in                                                    7
TWB Services

 TWB is India’s leader in technical communication outsourcing and education. TWB offers a complete suite of services that
 allows our customers to effectively publish their technical knowledge with their people and processes. TWB’s customers range
 from Global 500 – including Cisco, Accenture, McAfee, LG, Samsung, Citrix, SAP, Siemens, AOL, Intel; Indian technology
 majors – including Infosys, Wipro; Global defense majors - Pratt & Whitney, Honeywell, DRDO, HAL; and exciting technology
 startups. TWB's expertise in technical communication ranges from IT Products and Outsourcing, ITES, Banking, Financial,
 Aerospace, Defense, Ship Building to Hi-tech Manufacturing, and Discrete and Process Manufacturing.

 TWB’s services include:



 Technical Marketing                         Technical Product                             Documentation Quality
 Solutions                                   Documentation                                 Management
                                                Datasheets
                                                Administrator’s Guide
    Datasheets                                                                               Copy Editing and Proof Reading
                                                API Document
    Cheat sheets                                                                             Managing Writing
                                                Configuration Guide
    Solution Briefs/Solution Brochures                                                       Editing Services
                                                Functional Specifications Document
    Presentations –                                                                          Layout and Design
     Products/Corporate Profile                 Installation Manual
                                                                                              Creating SLAs
    Brochures and marketing collateral         Interface Document
    Web content                                Interactive Electronic Technical          Business Documentation
                                                 Manual (IETM)
    Audio and video scripts
                                                Maintenance Manual                           Business Proposals
    Press releases
                                                Online Help                                  Legal Disclaimers
    Direct mail
                                                Operation Manual                             Policy Manuals
    Newsletter design copy
                                                Product Demo                                 Style Guide Design
    Sales catalogues
                                                Product Specifications Document              Template Design
    Sales sheets
                                                Product Overview Document
                                                Quick Reference Guide
 Business Communication                                                                    Content Management
                                                Release Notes
    Short Reports                              Requirement Analysis Document
                                                                                              Single Sourcing
    Proposals                                  SDK Document
                                                                                              File Version Control
    Case Studies                               Troubleshooting Manual
                                                                                              Document Naming Conventions
    Lab Reports                                User Manual
                                                                                              Consistent Document Formatting
    Memos                                      Open Source Documentation
                                                                                              Data Transformation
    Progress/Interim Reports                   Programmers Guides
    Writing for Electronic Media               Functional Specifications Document
                                                Use Cases                                 Web site Development
 Illustrations                                  Online Help /Context Sensitive Help
                                                                                              Web 2.0 development
                                                Troubleshooting Guides
    Graphic Designing                                                                        Web content
                                             
    Info graphics                                                                            Web applications
                                             Qualitative Analytics for
    2D & 3D animation
                                             Decision Support                              Translation and Localization
    Line drawings and illustrations
                                                                                           Services
                                                Economic Business Research
 Process Documentation
                                                Industry Analysis                            Software Translation Services
    Workflows                                  Market Opportunity Analysis                  Document Translation Services
    Standard Operating Procedures              Competitive Business Analysis                Localization (L10N) Testing
    ISO Documentation                          Company & Prospect Profiling                 Internationalization (I18N) Testing
    CMM Documentation                          Reporting Solutions
                                                Assessment of Unmet Market Needs          Records Management
 Deployment and Support                         Status and Potential of Technologies
                                                                                              Document Management Solutions
                                                Benchmarking of Strategies Vs
                                                                                              Record Management Storage and
    Installation and Configuration              Competition
                                                                                               Retrieval
     Guides                                     Forecasting
    Operations Manual                          Sales Force Effectiveness
                                                Market Assessments
                                                Competitive Intelligence
                                                Opinion Leadership
                                                Emerging Markets - evaluation and
                                                 research




The Writers Block                                             www.twb.in                                                       8     8
TWB Software Tools Expertise


 Our technical proficiency in software and authoring tools includes:



   Unstructured Content                          XML Structured Editors              Multimedia/Authoring
   Development
                                                    Epic                               Adobe Flash®
      Microsoft Word®                              FrameMaker+SGML                    Adobe Dreamweaver®
      Adobe FrameMaker®                            X-Metal®                           Microsoft FrontPage®
      Adobe InDesign®                                                                  Adobe Captivate®
      QuarkXPress®                              Macromedia Captivate
      Adobe PageMaker®                          Graphics/Animations
                                                                                    Multimedia/Authoring/
   Illustrations                                    Adobe Flash®                    Supporting tools
                                                    Adobe Photoshop®
      Adobe Flash CS4 Professional                 Adobe Fireworks®                   Adobe Flash®
      Adobe Illustrator CS3                                                            Adobe Flex®
      CorelDRAW                                 Online Help                            Adobe AIR®
      Microsoft-Expression Graphic                                                     Adobe Dreamweaver®
       Designer                                                                         Adobe Acrobat®
      Xara Xtreme (Windows & Linux)                JavaHelp
                                                                                        Microsoft Silverlight®
      CuteDraw                                     Adobe RoboHelp 7.0
                                                                                        Adobe Authorware®
      Publisher3D(for animation)                   HelpScribble
                                                                                        Adobe Director®
      Sketsa SVG Editor (for vector                WebWorks Publisher
                                                                                        Adobe Captivate®
       graphics)                                    PowerCHM
                                                                                        Trivantis Lectora®
      Techsmith Camtasia                           Doc-To-Help
                                                                                        ASP.NET
      Arbortext IsoDraw (technical                 WinCHM
                                                                                        JSP
       illustrations for 2D and 3D)                 HelpSmith 2.1.1(Windows)
                                                                                        JAVA
                                                    Fast-Help
                                                    MadCap Flare                    Standards
   Graphics/Animation                               Help-Server
                                                    NVU Help
                                                                                        SCORM 1.2 / 2004
      Adobe Flash®                                                                     AICC
                                                 XML
      Adobe Photoshop®                                                                 W3C
      Adobe Illustrator®                                                               Section 508
      Adobe Fireworks®                             XMetal®                            QTI XML
      Microsoft Silverlight®                       Microsoft Word 2003®,
                                                    Microsoft Word 2007®
   Databases                                                                         Development and Publishing
                                                                                     tools
                                                 CMS/ LMS
      Microsoft Access                                                                 XSLT/XSL
      Microsoft SQL Server                                                             EDD
                                                    Sharepoint®
                                                    Moodle
   Flowcharting                                     Joomla,
                                                    WordPress
      Microsoft Visio                              Media Wiki
      iGrafx                                       CMS Builder
      EDraw                                        Author-it (formerly AuthorIT)
      RFFlow                                       Alfresco
      Flowbreeze
      Smart Draw




The Writers Block                                               www.twb.in                                        9   9
Blended
learning vs
other
learning
       Industries Served
techniques



         TWB services a wide range of technology and knowledge-driven industries, helping them meet their markets better. These
         include:

             Banking, Insurance and Financial Services                         ITES/ KPO/ BPO
             Consulting and Business Services                                  Pharmaceuticals and Biotechnology
             Defense, Aerospace and Hi-Tech Manufacturing                      Process Manufacturing and Allied Industries
             Education and Learning                                            Steel, Ship Building, Construction and Aviation
             IT, ITES                                                          Telecom and Digital Communications


         TWB has been the preferred technical documentation outsourcing company for:




                                                   The TWB Building                            US Office:
                                                   No: 4062, 19th Main Road,                   TWB
                                                   HAL 2nd Stage,                              11701 Norwegian Wood Drive
                                                   Bangalore – 560008                          Austin, TX 78758
                                                   India.
                                                   Landmark: Behind Carlton Towers


                                                   Telephone:                                  Telephone:
                                                   +91.80.40741400 /                           +1.512.586.8357
                                                   +91.80.41256367

                                                   Corporate Enquiries:
                                                   corp@twb.in




       The Writers Block                                            www.twb.in                                                      10
                                                                                                                                   10

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TWB Position Paper - Blended Training

  • 1. Blended Training – TWB’s Corporate Training services for distributed workforces This page is intentionally left blank
  • 2. This page is intentionally left blank.
  • 3. Introduction The rapid growth of science and technology has The Current Scenario affected all facets of human life. Even education or learning approaches are not immune to the Blended learning today is fast becoming the most influence of technology. This is evident in the preferred instruction delivery method both in emergence and increasing use of the Internet, corporate and non-corporate worlds. bringing about a new paradigm shift in learning approaches as well. A confluence of traditional In today’s scenario with prevalence of high face-to-face learning, technology-based learning technology, blended learning often refers (CBT and WBT), and ever-evolving educational specifically to the provision or use of resources that theories has resulted in the phenomenon called combine e-learning (electronic) or m-learning ‘Blended Learning’. (mobile) with all the other educational resources. According to some, the key blended-learning What is blended learning? arrangements could also involve e-mentoring or e- tutoring. These arrangements tend to combine an Blended learning is not a new discovery in e-learning component with some form of human pedagogical techniques. Rather, it is an innovative intervention, although the involvement of an e- way of approaching learning that combines the best mentor or an e-tutor does not necessarily be in the in multiple methods: predominantly traditional context of e-learning. classroom method and technology-based learning. Blended learning is a combination of multiple Why blended learning? approaches that complement each other, and promote effective learning. This method of learning Today, we live in a world controlled by technology. effectively blends traditional face-to-face classroom There are slews of social networking sites, mobile training (physical resources), e-learning (virtual), devices, instant messengers, online forums that and self-paced learning methods so that the learner help busy working individuals socialize and network benefits holistically. An example of such learning with others. Therefore, today, there is a virtual side can be a training session where a well-structured to the social interaction. As a result, even the way introductory lesson is presented in the classroom, people choose to learn has changed drastically. and then follow-up materials are provided online. There are various trends that necessitate the need for blended approach to learning. Some of them In researcher Heinze, A and C Procter’s words: can be summarized in the following way: “Blended learning is learning that is facilitated by  Preference for active, participatory, self- the effective combination of different modes of paced, experiential learning: Instructor-to- delivery, models of teaching and styles of learning, learner model has been replaced by active and founded on transparent communication leaner-centered training/learning approach. This amongst all parties involved with a course.” offers more value in today’s sophisticated world, where the quality of the employees determine Some authors mention such form of learning as the success of an organization. ‘hybrid learning’ (this seems to be more common in  Increasing use of technology: Classrooms Northern American sources) or ‘mixed learning’. are no longer the only place where learning However, all these concepts broadly refer to the takes place. integration (the ‘blending’) of e-learning tools and  Lack of time: Learning can be non-sequential. techniques.  Virtualized social interaction: Today, the way people interact and network has adopted the forms of instant messaging, forum discussions, SMS, Web sites, blogging etc. These positive trends also have influenced the way people learn and train, which cannot be neglected. What is blended learning? Blended learning is a combination of multiple approaches to learning. This kind of learning can be achieved through the use of 'blended' virtual and physical resources. A typical example for this would be a combination of technology-based materials and face-to-face sessions used together to deliver instruction. The Writers Block www.twb.in 1 1 The term Blended Learning is most often applied to the use of technology for instruction delivery. An example of such learning can be a training session
  • 4. Blended learning vs other learning techniques In order to understand what blended learning/training is and the benefits it offers, it is important to differentiate between various kinds of learning, namely face-to-face learning and e-learning, and their disadvantages. Face-to-face learning E-learning Face-to-face learning refers to traditional instructor- Today, as technology evolves and businesses led training that takes place within a classroom. It expand, employees often do not possess the involves an active learning process that takes the required skills to keep up with the fast-paced form of classroom discussions/debates, making development. This gap between the desired and formal presentations, delivering lectures. Motivating actual skill sets can have an adverse effect on the the learners to read and research on their own, employee productivity, performance, and business write, discuss, or be engaged in solving problems results. Continuous learning programs, without are also part of this kind of active learning. Other separating learning events with work activities forms of face-to-face learning can include visual- seems to be the key to bridge this gap successfully. based instruction. E-learning refers to a method of transferring Today, there is a shift from one-way knowledge knowledge supported by multimedia content and transmission to student-centered learning, which delivering it synchronously and/or asynchronously focuses on encouraging students to assume such over an electronic network. It is not considered to higher-order thinking tasks as analysis, synthesis, be a replacement for an instructor-led or classroom and evaluation. The usage of such techniques in training, but acts as a supplement to reinforce the classroom has a powerful impact upon crucial knowledge. Thus, it helps in overcoming students' learning. Another way of face-to-face physical and logistic limitations of traditional learning is using the cooperative learning training methodologies. techniques. This method proves to be useful in case of more complex projects, where many E-learning is the unifying term to describe the fields trainers are working on a project that demands of online learning, Web-based training, and learners to work in groups of three or more. The technology-delivered instruction/CBT. term ‘cooperative learning’ also suggests learners coming together and working in groups, contributing to the collective learning activity. Computer-based Training (CBT) and Web-based Training (WBT) Though the face-to-face learning approach has many visible advantages such as social interaction, Computer-based Training (CBT) is an instructional verbal and non-verbal communication, permanency mode whereby the learners gain knowledge by of content, group activities, etc., in today’s using computer. Through computer-aided technologically sophisticated world, it is not the only interactive techniques, learners can complete effective method of learning. special training programs related to their occupation. CBT services are especially effective Disadvantages: for training people to use computer applications. With the help of CBT, users can also study for  Dependency on spoken words/verbal formal qualifications, accreditations, and continued communication professional development. Advantages of CBT are:  Absence of one-on-one attention/instruction available anywhere any time, one-time expenditure  Inability to cater to individual learning styles of for learning, convenient method to train new staff. students  Inability to retain the attention span of learners Web-based training (WBT) is also a kind of training  Time-bound learning sessions that is similar to CBT, but it is delivered over the Internet/intranet.  High cost of training  Need for physical presence of students and Development cost, requirement for self-motivation scheduled classes and discipline, absence of human instructor to answer questions, generic training materials are the most common disadvantages of CBT and WBT. The Writers Block www.twb.in 2
  • 5. Blended learning vs other learning techniques Though, traditionally, e-learning solutions have been more popular among the IT/telecom and banking sectors, many pharmaceutical companies are presently adopting similar packages, especially for sales representative training, assessment, and performance support. Observing the current situation, on an average, an Indian pharmaceutical company has hundreds, sometimes, thousands of on-field sales representatives. In such a case, managing classroom training for a large number of learners is not feasible. Moreover, 60-70 percent of the training budget would be depleted in managing logistics for a large number spread over as large a geographical area as India, rendering it a very expensive exercise. In comparison, the limitation of classroom training is that it is time-bound and can be conducted only at a designated time. This implies that a learner is required to wait for the scheduling of the class. The waiting period could affect the productivity adversely. As a result, e-training is becoming increasingly popular in the present situation and has been replacing the demand for the traditional classroom training. E-learning is often considered to be a source of repetitive training that offers quick and on-time delivery of training for the learners. It ensures consistency, lowers the training logistics and administration overheads, and is readily available anytime, anywhere.  Benefits of Virtual Learning For Corporates For Employees The following are the benefits of Virtual Learning for The following are the benefits of Virtual Learning for corporate customers: employees:  Involves a fraction of the cost of traditional training  Access to interactive, self-paced, multimedia methods training, anytime, and anywhere - at work, home  Provides ‘anytime anywhere training’ and or while traveling performance support to a geographically  Access to multimedia enabled Web-based dispersed work force performance support system  Offers interactive, self-paced courses on various  Self-paced training and performance support to topics access the required topics at any given time  Helps in creating a custom catalogue that  Choice to play entire chapters, or utilize the specifically meets the needs of employees search function to answer a specific question  Charges only for training content  Buttons to pause, rewind and fast forward through  Enables easy planning, budgeting, and paying for topics training expenditures  Engaging and robust Web-based self-paced  Eliminates hardware investment, development classes time, and additional staff requirements  Learning while performing, resulting in increased  Reduces the need and the cost of classroom productivity training  Pre- and post-assessment exams for most of the  Allows users to learn faster, as well as, increase courses comprehension and retention rates by up to 100  Immediate feedback to all users with the topics percent as opposed to standard training methods they need additional training on  Enables employees to learn as they perform,  Less than 10 percent of the cost of the best rather than removing them from the work place instructor-led training options  Offers pre- and post-assessment exams for each course Despite the benefits listed above, e-learning has  Provides detailed reports with insight into many disadvantages, rendering it ineffective to a individual progress and test scores certain extent.  Offers managers a centralized resource for distributing and tracking their employees' skills  Need for ready access to a computer and Internet development connection  Increases employees' productivity  Need for computer literacy/knowledge of learning  Offers quick implementation and easy roll-out technologies  Lack of instructor-student interaction  Unavailability of the instructor when needed  Reduced/lack of social and cultural interaction The Writers Block www.twb.in 3 3
  • 6. Blended Learning Though e-learning has many benefits, it can never completely substitute the traditional way of learning, say most experts. What is seen as one of the biggest shortcomings of e-learning is that one misses the personal link/contact that one would otherwise share with a mentor. It is here that blended learning comes into the picture. E-learning, when blended appropriately with classroom training, can be a powerful holistic mode of instruction delivery. All the technologies used in e-learning can be used in blended learning as well, making a unique comprehensive approach to learning. Technologies used in blended learning Blended Learning: A means of enhancing business growth Web-Technologies Blended learning is increasingly being accepted by  Online Interaction Means: E-mail, Web sites, the corporate world to catalyze business and blogs, wikis, e-portfolios, instant messaging organizational growth, which is highly dependent (IM), short message service (SMS), discussion on the quality of human capital deployed. Industries boards, web 2.0 communities and podcasts and organizations are using the blended approach  Web resources: Search engines like Google, to enhance the learning and development Online courseware, electronic databases, experience aimed at improving revenue, reducing digital libraries, and online publications costs and enhancing quality of human capital. Blended learning addresses the needs of most Installed Technologies corporate learning and development programs,  Multimedia Presentation software/hardware allowing pace and space for various delivery such as videocassette recorder, DVD player methods required by different sets of learners.  Interaction Technologies: Videoconferencing, With a perfect amalgamation of media and delivery Web cameras, and application-sharing suites as per the requirements within a particular program, enhanced results can be achieved. Mobile Technologies/ Classroom Peripherals It is often observed that learning experiences are  Laptops, cell phones, PDAs, Tablet PCs, iPods, categorized into steps in a blended learning model digital cameras, Wi-Fi finders, USB drives, and and the learner’s progression from one step to GPS systems another keeps on building upon the previous learning experiences. Thus, a ladder is formed,  Classroom response system, collaborative which learners climb rung after rung and blossom software, computer aided assessment, into a tree of collaboration from the sapling of educational animation, games, screencasts, education. simulations, virtual classrooms As a result, many organizations have graduated Blended learning is seen as a comprehensive from the basic information exchange level to the method to impart learning through information, level of expertise – keeping in line with the interaction, and collaboration elements. This can be scheduled time frames and fixed costs with the best achieved through the use of the technologies help of blended learning techniques. mentioned above plus well-designed classroom training. It not only reduces the cost by reducing all Elements of Blended Learning non-productive activities such as commuting and employing instructors, but also creates reusable content, and accommodates individual learning There are various models of blended learning, each styles, and promotes self-paced learning. However, comprising the following elements (mentioned the classroom sessions prove to be helpful in below) in varied proportions depending upon the developing interpersonal skills through face-to-face organization’s requirements. Blended learning can communication. be classified into:  Learning through information To summarize, blended learning is a method naturally available for distance learning and flexible  Learning through interaction learning, but can also be used in conjunction with  Learning through collaboration face-to-face teaching.  Learning through classroom experiences The Writers Block www.twb.in 4
  • 7. Blended Learning Dimensions of Blended Learning Benefits of Blended Learning  Classroom and online learning: Blended Blended learning is highly effective for large learning powerfully combines both instructor-led organizations with people performing similar tasks classroom training and online training (the in different locations and facilities. It enables people Internet and intranet), thereby blurring the to spend classroom, simulator, and On-the-Job disadvantages that exist in both instruction Training (OJT) time on advanced tasks. It also delivery modes. allows training people in core qualifications and  Self-paced and collaborative learning: skills used by all members performing similar jobs, Blended learning creates room for both solitary and then receive location or task-specific training learning and collaborative learning, thus for unique tasks at any defined location. This allowing the learners to accommodate their own learning method appears to be a natural strategy to style of learning at their own pace, without address language problems both at local and compromising social interaction aspects. global levels.  Structured and unstructured: It effectively combines both structured training (well- To sum up, the biggest business benefits of designed course plans) and unstructured factors blended learning are: like discussions, hallway conversations, emails etc.  Scale: One can roll out a new initiative or  Ready-made content and custom content: program to global audiences and reach a large Blended learning consists of regular well- number of people than ever possible before. defined readymade content as well as custom  Speed: If training needs to be delivered to staff made content. Blended learning encourages within a short period, a large number of staff students to research and create their own members can be reached simultaneously. learning materials, under the guidance of an  Throughput: If a training problem is instructor. bottlenecked, the block can be eliminated and  Learn, practice, and perform: Blended training throughput can be improved by orders learning mixes learning, practice, and of magnitude. performance, the vital aspects of learning, to  Complexity: Many training challenges are just help learners integrate practice into the learning process and assess the learning through too complex for a single web-based course or performance metrics. Blended learning does not PowerPoint based webinars. If the material is complex and an organization’s business need replace traditional method of learning. Rather, it demands that people internalize and change complements traditional learning by providing their behavior, using multiple media will get the learner with opportunities to explore and much higher completion and results. practice.  Cost: By thinking about every problem as a In short, complementarities between multiple ‘blending’ challenge, one can select the lowest learning techniques, autonomous learning style of cost media that solves the problem. learners, efficient access to wide range of resources, and effective interaction are four critical dimensions of blended learning.  The Writers Block www.twb.in 5 5
  • 8. TWB’s Blended Learning Approach TWB enjoys the status of a pioneer in putting Our blended learning approach provides blended learning into effective use and training appropriate solutions for the ubiquitous problems of corporate employees/individuals with great speed, scale and impact linked with most e- success. TWB’s blended learning approach learning models. In conclusion, TWB’s use of well- considers the key factors and issues in delivering designed blended learning programs as a method instruction. to fulfill an organization’s learning needs has been a great success. Effective combination of learning methods: Figuring out how blended learning can be more effective is very important. At times, this can be a “The concept of Blended Learning has arrived great challenge as well. Though the concept of and is here to stay. However, if it is to add value blended learning sounds very simple (face-to-face to our understanding of effective training and learning + e-learning), failure to gauge the learning, the term needs to be considered in a complexity in designing the training (with a well- broader context. It is not simply about delivery balanced combination of both) can cause failure. In and technology. If the term ‘blended learning’ is this area, TWB’s expertise cannot be neglected. to have longevity in our trainer vocabulary, we must extend its use beyond technology. It must be as much about varying learning methodology Learning gaps: According to some, classroom as it is about training delivery. We must training is ineffective because instructors, more understand more about what motivates learners, often, need to deliver training to mainly two what support they need and how these categories of learners at the same time: well- supportive interventions can take place in informed and least-informed. If the students in practice. Only with this understanding can we get classroom training are on the same level as far as the ‘blend’ right.” the baseline knowledge is concerned, the training becomes effective and productive. TWB’s blended Martyn Sloman, in his book ‘The learning approach gives a provision to cater to Changing World of the Trainer’ students, whose baseline knowledge is not at par with the rest, through means such as online, instant messaging, e-mails etc., thereby helping them raise their knowledge level. Benefits Individual learning styles: With the availability of the new package of tools, TWB’s instructors and By utilizing TWB’s training programs characterized students are able to blend more elements into both by the blended learning approach, an organization classroom and self-paced exercises, thereby can draw the following benefits: effectively catering to individual learning styles. TWB reaches out to learners with a more diverse  Reduced costs set of learning options, which help them raise the  Business continuity level of their knowledge and skills.  Effective holistic learning through classroom Follow-up: Another important factor to be cum e-learning methods considered in blended learning is the follow-up. In  Extended training covering all distributed most cases, this is the most neglected aspects of workforce at various locations learning, especially in adult learning. The objective  Increased productivity because of the quality of the follow-up is to determine the retention level learning of the knowledge and skills taught. TWB has devised its own unique means to ensure that follow-up is practiced to help learners retain their acquired knowledge. TWB’s training department follows up with students by sending out exercises through emails after the classroom training is over. To date, this is known as one of the best ways to ensure learning and retention. We blend various components including courses, content portions, IM pings, blogs feedback, and many other things, to provide maximum benefits to learners. The Writers Block www.twb.in 6 6
  • 9. Case Studies Case Study 1: A Large Leading Software Company A large software company takes the decision to move their technical documentation effort from the US to India. The team in India had the option of hiring and creating a new team or forming a new team from the existing employees. The Writers Block (TWB) is engaged with this software company to search for members with the right talent within the company, who could then be inducted into the technical documentation sector by way of evaluation tests. A technical support team of 20 members, identified as having the base skills, is created. The team was provided with continuous training in best practices by TWB. As a result, this team starts taking over from the US team in 2 months. Ultimately the team doubles the size within next 3 months. Case Study 2: A Multinational Multi-Brand Company The internal market analytics team of a multinational company is engaged in serving its subsidiaries. Such research and analysis is typically for the middle management staff members who determine the key market factors, create decisions points, and put forward these as reports to senior management. However, the multinational wants to change this scenario and wants this internal team to serve the company at a global level. This change means that the local middle management 'cushion' is not present anywhere before the analysis is presented to the customer. TWB provides the exact solution and helps the multinational company formulate a training program for the research team. This step ensures that the research team is able to present its results as research reports to its customers worldwide in a useful way. This training, based on blended learning approach, is created for teams of 20-25 members for over 300 employees spread all over India. The key objective of this well-defined blended learning approach through TWB intervention is to ensure that the existing work is not disrupted. With a long term personalized intervention, there is a surety that each member gets personalized attention. Case Study 3: A Large KPO Provider The said company is one of the largest KPO providers in India and continues to be aggressively engaged in providing KPO services like Analytics. The BPO part of the business also involves serving some customers for the KPO services. The company wants to make use of the available manpower, provided they are found suitable and wants to move them into analytics. The objective is that the analytics team should be able to carry out the analysis required and present the output to the customers as research reports with clear decision points. Under the solution provided, team members are evaluated by the KPO provider team for research, analysis and domain skills, and by TWB for communication capability. The employees who are suitable are promoted to the analytics team. TWB, together with the KPO provider, devises a month’s training program for this team. TWB, using a blended learning approach, conducts a four-day essential classroom training and a four-weeks TWB Online training that runs parallel to the training by the KPO. This is followed by another three days of classroom training. TWB helps the KPO provider create a suitable transformation with the most effective intervention for its team. The team starts taking on responsibilities within a month. Such blended training solution is being laid out for over 500 employees across four locations. The Writers Block www.twb.in 7
  • 10. TWB Services TWB is India’s leader in technical communication outsourcing and education. TWB offers a complete suite of services that allows our customers to effectively publish their technical knowledge with their people and processes. TWB’s customers range from Global 500 – including Cisco, Accenture, McAfee, LG, Samsung, Citrix, SAP, Siemens, AOL, Intel; Indian technology majors – including Infosys, Wipro; Global defense majors - Pratt & Whitney, Honeywell, DRDO, HAL; and exciting technology startups. TWB's expertise in technical communication ranges from IT Products and Outsourcing, ITES, Banking, Financial, Aerospace, Defense, Ship Building to Hi-tech Manufacturing, and Discrete and Process Manufacturing. TWB’s services include: Technical Marketing Technical Product Documentation Quality Solutions Documentation Management  Datasheets  Administrator’s Guide  Datasheets  Copy Editing and Proof Reading  API Document  Cheat sheets  Managing Writing  Configuration Guide  Solution Briefs/Solution Brochures  Editing Services  Functional Specifications Document  Presentations –  Layout and Design Products/Corporate Profile  Installation Manual  Creating SLAs  Brochures and marketing collateral  Interface Document  Web content  Interactive Electronic Technical Business Documentation Manual (IETM)  Audio and video scripts  Maintenance Manual  Business Proposals  Press releases  Online Help  Legal Disclaimers  Direct mail  Operation Manual  Policy Manuals  Newsletter design copy  Product Demo  Style Guide Design  Sales catalogues  Product Specifications Document  Template Design  Sales sheets  Product Overview Document  Quick Reference Guide Business Communication Content Management  Release Notes  Short Reports  Requirement Analysis Document  Single Sourcing  Proposals  SDK Document  File Version Control  Case Studies  Troubleshooting Manual  Document Naming Conventions  Lab Reports  User Manual  Consistent Document Formatting  Memos  Open Source Documentation  Data Transformation  Progress/Interim Reports  Programmers Guides  Writing for Electronic Media  Functional Specifications Document  Use Cases Web site Development Illustrations  Online Help /Context Sensitive Help  Web 2.0 development  Troubleshooting Guides  Graphic Designing  Web content   Info graphics  Web applications Qualitative Analytics for  2D & 3D animation Decision Support Translation and Localization  Line drawings and illustrations Services  Economic Business Research Process Documentation  Industry Analysis  Software Translation Services  Workflows  Market Opportunity Analysis  Document Translation Services  Standard Operating Procedures  Competitive Business Analysis  Localization (L10N) Testing  ISO Documentation  Company & Prospect Profiling  Internationalization (I18N) Testing  CMM Documentation  Reporting Solutions  Assessment of Unmet Market Needs Records Management Deployment and Support  Status and Potential of Technologies  Document Management Solutions  Benchmarking of Strategies Vs  Record Management Storage and  Installation and Configuration Competition Retrieval Guides  Forecasting  Operations Manual  Sales Force Effectiveness  Market Assessments  Competitive Intelligence  Opinion Leadership  Emerging Markets - evaluation and research The Writers Block www.twb.in 8 8
  • 11. TWB Software Tools Expertise Our technical proficiency in software and authoring tools includes: Unstructured Content XML Structured Editors Multimedia/Authoring Development  Epic  Adobe Flash®  Microsoft Word®  FrameMaker+SGML  Adobe Dreamweaver®  Adobe FrameMaker®  X-Metal®  Microsoft FrontPage®  Adobe InDesign®  Adobe Captivate®  QuarkXPress® Macromedia Captivate  Adobe PageMaker® Graphics/Animations  Multimedia/Authoring/ Illustrations  Adobe Flash® Supporting tools  Adobe Photoshop®  Adobe Flash CS4 Professional  Adobe Fireworks®  Adobe Flash®  Adobe Illustrator CS3  Adobe Flex®  CorelDRAW Online Help  Adobe AIR®  Microsoft-Expression Graphic  Adobe Dreamweaver® Designer  Adobe Acrobat®  Xara Xtreme (Windows & Linux)  JavaHelp  Microsoft Silverlight®  CuteDraw  Adobe RoboHelp 7.0  Adobe Authorware®  Publisher3D(for animation)  HelpScribble  Adobe Director®  Sketsa SVG Editor (for vector  WebWorks Publisher  Adobe Captivate® graphics)  PowerCHM  Trivantis Lectora®  Techsmith Camtasia  Doc-To-Help  ASP.NET  Arbortext IsoDraw (technical  WinCHM  JSP illustrations for 2D and 3D)  HelpSmith 2.1.1(Windows)  JAVA  Fast-Help  MadCap Flare Standards Graphics/Animation  Help-Server  NVU Help  SCORM 1.2 / 2004  Adobe Flash®  AICC XML  Adobe Photoshop®  W3C  Adobe Illustrator®  Section 508  Adobe Fireworks®  XMetal®  QTI XML  Microsoft Silverlight®  Microsoft Word 2003®,  Microsoft Word 2007® Databases Development and Publishing tools CMS/ LMS  Microsoft Access  XSLT/XSL  Microsoft SQL Server  EDD  Sharepoint®  Moodle Flowcharting  Joomla,  WordPress  Microsoft Visio  Media Wiki  iGrafx  CMS Builder  EDraw  Author-it (formerly AuthorIT)  RFFlow  Alfresco  Flowbreeze  Smart Draw The Writers Block www.twb.in 9 9
  • 12. Blended learning vs other learning Industries Served techniques TWB services a wide range of technology and knowledge-driven industries, helping them meet their markets better. These include:  Banking, Insurance and Financial Services  ITES/ KPO/ BPO  Consulting and Business Services  Pharmaceuticals and Biotechnology  Defense, Aerospace and Hi-Tech Manufacturing  Process Manufacturing and Allied Industries  Education and Learning  Steel, Ship Building, Construction and Aviation  IT, ITES  Telecom and Digital Communications TWB has been the preferred technical documentation outsourcing company for: The TWB Building US Office: No: 4062, 19th Main Road, TWB HAL 2nd Stage, 11701 Norwegian Wood Drive Bangalore – 560008 Austin, TX 78758 India. Landmark: Behind Carlton Towers Telephone: Telephone: +91.80.40741400 / +1.512.586.8357 +91.80.41256367 Corporate Enquiries: corp@twb.in The Writers Block www.twb.in 10 10