The instructional design staff of a training group was charged with creating user manuals and online help files for new Windows-based business systems. The user manuals were used in training sessions but seldom after initial training. The help systems only documented screen field content and did not provide help for workflow process or system issues. The group primarily used a traditional ADDIE methodology that did not work well with the systems development methodology, rapid prototyping. The group was perceived as producing material that was of no value to training and on-going support and an impediment to system development.
The instruction design group was reorganized to focus on three areas:
The group’s approach to analysis and evaluation was expanded to encompass a broader range of issues including:
Priorities were realigned to focus on first on performance support materials and training aids during deployments. E-learning content to support critical procedures and new hire training was developed subsequently with stable systems to reduce the number of courseware iterations.
Useful, high-quality performance support and training materials were created that enhanced the group’s reputation and image. Systems executives and project managers began actively soliciting their products. Direct production costs were reduced through the more focused approach. On-going costs for updates were also reduced through the use of online content. The group was able to begin developing a wider range training and performance support tools using animations, video, and other interactive tools.