1. 8/16/2013
1
Using Technology to Improve SME
Communication
August 20, 2013
Today’s Presenters
Jackie Zahn
Director of eLearning
I Want to eLearn.com
Candy Matheson
Senior Project Manager &
Learning Consultant

2. 8/16/2013
2
Our Goal
When traditional SME
communication becomes
ineffective, what’s an instructional
designer to do?
In this session, we will provide information on how
to use video technology to obtain the benefits of
both asynchronous email and synchronous face-to-
face communication.
Objectives
• Use video to gather and confirm content
• Create a video introduction and articulate the key
elements of a successful introduction
• Utilize technology to remove communication
barriers
• Identify ways to utilize video to achieve business
objectives

3. 8/16/2013
3
Today’s Topics
• Communication challenges with SMEs
• Asynchronous Face-to-Face Communication
(AF2F)
• Case Study: Using Video to Provide Project
Status and Request Feedback
• Using Video to Confirm Understanding
• Using Video to Build Credibility, Connect with,
and Educate SMEs
• Group Activity: Creating an Introduction Video
Which Camp are You In?
Phone Person Email Person
• I don’t want to risk my "tone"
being misunderstood.
• A phone call is faster than
waiting for an email response.
• I hate reading long emails and
I’m a slow typist.
• I can be more productive in
email.
• I get to work on my schedule.
• It’s easier to keep track of
everything when its recorded
(and dated) in email.

4. 8/16/2013
4
Perfect World
• Your SME’s #1
priority is your
project
• He understands/
respects the learning
development process
• You both prefer F2F
meetings
• You’ve figured out
“the tricks” to keep
him on schedule
Real World
• Your SME is in another city
• You’ve never met your SME
• You’ll probably never have a F2F
meeting
• Your SME is overworked and
your project was dumped on him
• Your SME thinks you’re simply
building PP slides
• Your SME travels a lot and
doesn’t answer emails
• You can’t get your SME on the
phone

5. 8/16/2013
5
Was it Something I Said?
• He won’t take your
calls
• You sent him a
detailed email of the
issue but he said “we
need to talk”
• Bribery doesn’t work
when your SME is
remote
I Can’t Have a F2F, Now What?
• Your F2F SME doesn’t have time to meet
• Can you simulate a Face-to-Face meeting?
• Can you elevate his commitment to the project?
• Can you educate him on the learning
development process so he’ll understand why you
need this information?

6. 8/16/2013
6
Synchronous
(happening in real time)
Sender-Recipient
Interaction
Face-to-Face
(in person)
Face-to-Face
(virtual)
Phone
Asynchronous
(NOT real time)
Recipient opens at his
convenience
Email Text Mail
Does F2F Need to be Synchronous?
Check-In
• Is this presentation occurring
synchronously?
• Is it considered Face-to-Face?
• If we videotape this session, to future
viewers is it still considered Synchronous
Face-to-Face?

7. 8/16/2013
7
Asynchronous Face-to-Face
• What if I host a
F2F online meeting
and speak as if
he’s there?
– Record it
– Upload it
– Email it
Face-to-Face
(virtual)
Video Email
TM
USING VIDEO TO PROVIDE
PROJECT STATUS AND
REQUEST FEEDBACK
Part I:

8. 8/16/2013
8
Video Solutions Technology
Design Project
Jackie
brought in
to create 4-
day ILT
course June
2012
“Soft”
pilot
end of
July
2012
Revamp
course
materials,
site walk
issues, flow
redesign
Aug-Sept
2012
SMEs working
on main
content, final
site walk
determined
Oct-Nov 2012
Video shoot site
walk
Thanksgiving
week 2012
Final course
being
delivered
Jan 2013
Problem
• 2 SMEs with all the content
• Work 50+ hours a week
• 3 time zones
• Small pockets of
availability at random
hours
• Major redesign – needed
approval asap
• Couldn’t get conference
calls scheduled
• SMEs didn’t have time to
read long emails
Option Result
Email Incomplete responses
Phone Phone tag
Conf. Call Wouldn’t commit to
date/time

9. 8/16/2013
9
Solution
• Let them work on
their own schedule
• Take EVERY obstacle
out of the way
• Engage them in a
“quirky/interesting”
kind of way
“Course Update” Video
• 3-minute
clip

10. 8/16/2013
10
Did It Work?
“Great YouTube
video! … I will start
digging deeper into the
material this week and
add as much as I can so
hopefully all we have
left is shooting the
video!”
Email sent Tues
8:50pm CST
Responded Wed
10:12am PST Responded Wed
4:30am EST
Why Did it Work?
• Got their attention
• No files to download
• Browser-agnostic
• Pointed out “what’s in it for me?”
• Illustrated how much work was already done
• Explained how the course content flowed
• Got everyone (including management) on the
same page in a short amount of time
• Proved that I understood how busy they were

11. 8/16/2013
11
Management Perspective
• Thumbs up from a Project
Management perspective
• Project dragging on – helped
move project along
• I sent it to my team to show
them that we were making
progress
• Video had a level of security but
wasn’t too restrictive
21
How Did I Do It?
Prepare
• All materials for an online meeting
• “Loose” Script and Call to Action
Record
• Camtasia and a microphone
• Webcam for face-to-face
Send
• Upload to YouTube
• Email the link with explanation
1
2
3

12. 8/16/2013
12
Step 1: Prepare
• Have clear goals
• Identify the
audience
• Have files handy
• Know what you’re
going to say
• Wrap-up with a
“Call to Action”
Step 2: Record
• Set-up microphone and
webcam
• Prepare a quiet area
• Unclutter desk
• Check lighting (if using
webcam)
• Open screen capture tool
(Camtasia)
• Click “Record Screen” and
select area to capture
• Record content, fluidly
moving between documents
• Edit final output, add
annotations, etc.
• Upload to YouTube

13. 8/16/2013
13
Step 3: Send
1
2
3
4
5
The Email Introduction
• Sent it to everyone in one
email (SMEs/Proj. Mgr)
• Purpose of the video
• The video is on YouTube
(familiarity)
• Video is secure but you
can forward as needed
• In 12-minutes you’re
caught up (short meeting)
26

14. 8/16/2013
14
USING VIDEO TO CONFIRM
UNDERSTANDING
Part II:
What is “Director’s Cut” Style?
• Problem: Needed footage to simulate a site
walk. Over-budget and running out of time. SMEs
wanted microphones and other equipment.
• Solution: SMEs shoot video, speak
conversationally, don’t appear on camera, post-
production will remove audio and replace with
professional voice-over.

15. 8/16/2013
15
Site Walk Video Example
• 2-minute
clip
Benefit to Management and SMEs
• Clarified the solution
• No surprises or
disappointments at the
end
• Saved time and money
• Easy to envision the final
product
• SMEs more comfortable
talking casually on screen
• Took pressure off SMEs
30

16. 8/16/2013
16
Ways to Implement this Idea
• Show the “bigger
picture” of why you’re
asking for specific
content
• If you’re synchronous
use GoToMeeting /
Webex
• If you’re asynchronous
use video
What If …
• SMEs became comfortable
sending us video?
• Gave asynchronous
feedback that include facial
and verbal information?
– Could last minute changes
be reduced?
– Would more projects be on
schedule?
Maybe if we do it, they’ll do
it!
“Now I understand, I was
empathizing the wrong point!”

17. 8/16/2013
17
Video Email
• Sending video email allows for the recipient to
have an easier time understanding the sender.
• Video email eliminates the need for typing and
composition, which may be difficult for some
people.
• It eliminates the requirement of proofreading,
and concerns about how a text email may be
interpreted.
• People can use tone of voice and physical
expressions to help a message come across more
clearly.
33
http://en.wikipedia.org/wiki/Video_mail
Video Email Disadvantages
• Limited video length
• Advertising appears in email
• Emails sent out from the vendor
• Browser issues
• Video stored on vendor’s servers
• Annual fees, extra fees, misc. fees
34

18. 8/16/2013
18
USING VIDEO TO BUILD
CREDIBILITY, CONNECT
WITH, AND EDUCATE SMES
Part III:
Accelerate the Process
SME #1
-Worked together in the past
-Mutual respect
-Knows he’s in good hands
SME #2
-Bad experience with other IDs
-Doesn’t understand process
-Not enthusiastic about project

19. 8/16/2013
19
Who Said That?
37
Building Credibility
Care/
Concern
Enthusiasm
Focus
Knowledge 10%
15%
25%
50%

20. 8/16/2013
20
Is an Email Intro Good Enough?
Email for Video Introduction

21. 8/16/2013
21
My Video Intro
Jackie Zahn
Instructional Designer
Treating SMEs like our Learners
• 3M’s:
– Meaningful
– Memorable
– Motivational
• Engage them as
learners
• Don’t expect them to
read long emails

22. 8/16/2013
22
Intro Video “Rules”
• 2-3 minutes is ideal
• Share “small” F2F details that
people would know after
walking in your office
• Create segments that can be
spliced together
• Generic videos can be used
again and again
• Switch from webcam to
graphics
• Audio-only is also a great
option!
Tools to Create an Intro Video
• Logitech webcam C615 ~ $70
• Windows Live Movie Maker
• Camtasia for audio capture

23. 8/16/2013
23
Steps Involved
1. Develop story, graphics, and script
2. Build “skeleton” in Movie Maker
3. Record webcam intro
4. Record additional audio
5. Put it all together in Movie Maker
6. Add transitions/animations
7. Save and publish to YouTube
Webcam Recording
1
2
3
4

24. 8/16/2013
24
Webcam Environment
Windows Live Movie Maker
1
2
3
4

25. 8/16/2013
25
Direct Upload to YouTube
GROUP ACTIVITY
• Create an introductory video
for your new SME
• You’ve heard he’s difficult to
work with until he gets to
know/trust you
• Many IDs resist projects that
involve him
• You love the content and
want to get started on a
positive note
• What will you put in your
intro video to build credibility
and connect with him?

26. 8/16/2013
26
Do Your Research
• Audience Analysis
– David Sanchez (Male)
– Age: unknown
– Title: Program Management Consultant
• Where can you learn
more information about him?
www.linkedin.com/in/davidsanchez411
51
Describe Your Audience (SME)
52
Work School Recommendations Personal

27. 8/16/2013
27
Brainstorming
• What can you include in your video to connect
with him?
– 1.
– 2.
– 3.
– 4.
– 5.
– 6.
– 7.
53
Research Increases Understanding
• Difficult to work with
until he gets to
know/trust you
• Many IDs resist
projects that involve
him
• Highly-regarded by
colleagues
• Marathoner, mountain
climber
• Sense of humor
54
=

28. 8/16/2013
28
FINAL THOUGHTS
Part IV:
Lessons Learned
• F2F communication doesn’t have to be
synchronous if you use video (AF2F)
• Video can help confirm understanding, build
credibility, and educate SMEs (and managers)
• “Care and Concern” accounts for 50% of your
credibility score and it’s difficult to express in a
text email
• A video introduction is a great way to connect
with a remote audience and accelerate a feeling
of “connectedness”
56