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Opportunities for Reuse Beween User Assistance and Training
- 1. Linda Urban Twitter: @lindaurban Email: linda@lucommunications.com
- 2. Reuse: Finding ways to integrate doc (user assistance) and training A collaborative and user-oriented mindset, not just “content reuse” Problems that get in the way Strategies for improved collaboration: Reframing doc and training to work together © 2011 Linda Urban
- 3. Do you create: Training eLearning Classroom training User assistance/documentation Both user assistance and training Work in a group that includes training? Training development handled by separate group? © 2011 Linda Urban
- 4. What do you write in? ◦ Topic-based editor ( RoboHelp, Flare….) ◦ Document-based editor (Frame, Word, InDesign….) ◦ XML editor Do you work in a CMS? © 2011 Linda Urban
- 5. In the documentation & user assistance world: ◦ Single sourcing Multiple outputs (pdf, html, Adobe Air, ePub...) Multiple flavors (platforms, products, versions, users) Conditional settings Variables ◦ Topic-level reuse: Use the same topic in different places © 2011 Linda Urban
- 6. More granular reuse Paragraphs, notes/cautions/warnings… Conrefs (in DITA) Chunks in Component content management systems (CCMS) © 2011 Linda Urban
- 7. In the user assistance world: ◦ Single sourcing Multiple outputs (pdf, html, Adobe Air, ePub...) Multiple flavors (platforms, products, versions, users) Conditional settings Variables ◦ Topic-level reuse: Use the same topic in different places ◦ More granular reuse Paragraphs, notes/cautions/warnings… Conrefs (in DITA) Chunks in Component content management systems (CCMS) It can mean all those things in the training world, too © 2011 Linda Urban
- 8. © 2011 Linda Urban
- 9. Client researching an XML solution for their training content Eventual goal of integrating it with a similar initiative underway for the documentation © 2011 Linda Urban
- 10. Doc….. Training…… ◦ The possibilities…. ©stevesimpson.com © 2011 Linda Urban
- 11. Especially at the topic and granular level It’s hard within documentation and user assistance It’s hard within training And it’s even harder between them © 2011 Linda Urban
- 12. Context The greater the difference between the contexts, the harder it gets You’ve probably seen this © 2011 Linda Urban
- 13. The context for (formal) training is learning and building skills New concepts, information, tasks Demonstrations Examples Scenarios Opportunities for practice Assessments The context for user assistance is “I’m working” – give me what I need so I can do my job How-tos Explanations Trouble-shooting Reference look-up (Performance support!) © 2011 Linda Urban
- 14. ◦ Sequenced for learning ◦ Might not (probably won’t) include everything ◦ What is there might have more detail (or less, depending on intent) ◦ You might see redundancy ◦ Expect practice and interaction © 2011 Linda Urban
- 15. Training is focused on getting learning to “transfer” and to “stick” User Assistance is focused (mostly) on “providing answers at a moment of need” © 2011 Linda Urban
- 16. From Don Stepich* The purpose of a job aid (user assistance) is to provide a repository of information that is external to the individual and can be used to direct, guide, and inform on-the-job performance. training program is to create a The purpose of a repository of information that is internal to the individual *Stepich, D. (2011) Instructional Design course in the IPT program at Boise State University © 2011 Linda Urban
- 17. “Real,” single-sourced, granular reuse isn’t very easy, or straightforward © 2011 Linda Urban
- 18. From DITA 1.2 spec, page 126 http://docs.oasis-open.org/dita/v1.2/os/spec/DITA1.2-spec.pdf Same central topic types, + more for learning/ training © 2011 Linda Urban
- 19. Really good start for reuse within training content The opportunity is certainly present, for reuse between… but slow to arrive, and challenging Some companies doing it © 2011 Linda Urban
- 20. A common occurrence: Copy, paste, and revise You might be groaning, but is repurposing always *bad*? Depends on what’s repurposed, and how © 2011 Linda Urban
- 21. User assistance/documentation, within training Training elements, within user assistance Performance solutions that integrate both © 2011 Linda Urban
- 22. Support materials – used during training, and after ◦ Reference materials Help systems Job Aids Knowledge Base Articles (Performance Support) Training organized around materials-for-the-job ◦ “Reference-based training” (Clark, 2008*) ◦ “Quasi-training” (Harless, 1986*) Organized around job aids, user assistance or reference materials designed to be used on the job *Clark, R.C. (2008): Building expertise: Cognitive methods for training and performance improvement (3rd ed) © 2011 Linda Urban *Harless. J. (1986). Guiding performance with job aids. In NSPI. Introduction to performance technology, pp. 106-124.
- 23. Training elements ◦ Recorded demonstrations Can Interactive demos (simulations) integrate Practices well in help Scenarios systems eLearning modules Tutorials (self-paced training module) ◦ Complete with examples and exercises (Think: Classroom-in-a-book) ◦ Self-paced learning, that augments help systems ◦ Part of a “documentation set” ◦ Available on a “learning portal” Lots of possibilities! © 2011 Linda Urban
- 24. Unfortunately, “when” is often an “if” Why is that? © 2011 Linda Urban
- 25. Training implies Informing and helping people communicating are develop skills more about providing access to Learning implies information, and retaining, about knowledge applying, using, mastering (which support and lead to learning) © 2011 Linda Urban
- 26. When training is a revenue center And tech pubs is a cost center © 2011 Linda Urban
- 27. Tech pubs may be part of product development Training may be part of HR, or professional services © 2011 Linda Urban
- 28. Technical Training/Instructional Design Communication world World User Learner, student, participant Look-up, explain, inform, Learning and job transfer trouble-shoot User Guides Course materials (workbooks, handouts, slides, flash module) Help systems Performance support Quick reference cards Job aids Usability testing Evaluation Architect information Design learning experience Process: Plan, design, Process: Analyze, design, develop, develop, produce, implement, evaluate (ADDIE) evaluate (PDDPE) © 2011 Linda Urban
- 29. Doc and training are both part of a bigger picture Ideally, they would be planned, defined, and designed at the same time. Then you avoid duplication, know what will be in place, and how pieces relate Some companies do get that! © 2011 Linda Urban
- 30. They need: Skills and expertise to accomplish their goals Tools and resources (to help them do it) Information/knowledge (some of which is about the tools) And companies want workers to be more productive © 2011 Linda Urban
- 31. When companies (and departments) think about the bigger picture Really – worker performance—what do people need, to do their job? Then they can design solutions that make use of both user assistance and training Reuse starts from a common vision © 2011 Linda Urban
- 32. Where to start, if you work in silos? Show an interest Learn the “other language” Connect through common challenges ◦ User-generated content ◦ Doing more with less ◦ Need to align with business goals Offer assistance: Exchange & enhance skills ◦ Both fields have much to learn from each other © 2011 Linda Urban
- 33. You can reach me at linda@lucommunications.com @lindaurban (Twitter) www.urbancreations.com Thanks for attending! © 2011 Linda Urban