Integrated Learnings

MAY 23, 2011

What does a customer typically say when calling to cancel? Or attempt to sell a product the customer doesn’t qualify for? How does that inconvenience the customer? Ask open-ended questions about what customers usually say in a situation or what the consequences are for a particular action. What should you do next?

Write Blog 152

Write Blog eLearning Simulations Behavior 152

Integrated Learnings

DECEMBER 28, 2011

Custom Branching Navigation with PowerPoint. Using Custom Progress Bars in Lectora. Custom Lectora Video Controls. If one of your new year’s resolutions is to enhance your eLearning development skills, check out what’s relevant from the posts below. Do you develop in PowerPoint? Editing Images with PowerPoint.

Instructional Design 136

Instructional Design Lectora Storyboard eLearning 136

Integrated Learnings

JANUARY 17, 2013

Using Custom Progress Bars in Lectora. Custom Lectora Video Controls. Unlocking the Power of Lectora Variables. Incorporating the Learner’s Name into your Lectora Course. Saving Time with Lectora Text Styles. Extending Lectora with an iFrame. Lectora Best Practices Part 1 : Optimizing Preferences.

Lectora 112

Lectora Resources Social Networks Trivantis 112

Integrated Learnings

APRIL 14, 2013

Imagine starting a lesson with an actual story of a customer service representative – let’s call her Janie – who received a rave review from a customer who provided feedback on a particular interaction. The lesson might start with the customer’s kind words and how Janie felt about receiving the recognition.

Learner 183

Learner eLearning Lesson Coaching 183

Integrated Learnings

OCTOBER 29, 2010

For example, when starting training related to customer service skills, you might ask learners to recall their own experiences of receiving good and/or bad service and identify the characteristics of those experiences. --2-- So what can we do to stimulate recall of prior knowledge in an eLearning lesson? --1--

Blended Learning 188

Blended Learning eLearning Strategy eLearning Instructional Design 188

Integrated Learnings

JANUARY 11, 2012

For instance, even if you’re new to selling, chances are that you’ve been a customer in a buying situation. So, building a game with relatable scenarios can tap into tacit knowledge related to how customers feel and what they may expect in a variety of situations. --4-- The context of the game likely provides this intuitively.

Games 148

Games eLearning Instructional Instruction 148

Integrated Learnings

JULY 13, 2011

For example, if you're relaying a positive customer experience, you might include images with facial expressions that correspond to the plot. Even if your access to multimedia is limited, including an image for every sentence or two of text can breathe life into your story, make it easier to read, and help ensure learners absorb it all.

Images 202

Images PowerPoint Webcast Storyboard 202

Integrated Learnings

AUGUST 28, 2011

Each animation can be customized with fonts, sizing, color, and more. Customizing a Text Animation. Captivate 5.5 comes with over 80 text animations you can add to your projects. Many of these animations look very nice and there is enough variety that you should be able to find one to match your project. Adding a Text Animation.

Captivate 179

Captivate Adobe Captivate Flash Player Create 179

Integrated Learnings

APRIL 25, 2010

Make sure the object type is set to Other and then paste the HTML code your copied from Google Docs into the Custom HTML text box. You can do this by editing the iframe code in the Custom HTML field for the External HTML object. Add an External HTML object to the page using the menu Add > Object > External HTML. Original: Loading.

Google Docs 185

Google Docs Doc Google Integrate 185

Integrated Learnings

AUGUST 24, 2011

Here’s another example: Given a spec sheet and a scenario, create benefit statements that relate a computer to customer needs. Though not associated with a particular statistic, one can observe whether the learner was able to identify the cancellation reason as a result of asking the right questions.

Performance 140

Performance Write Blog Behavior Statistics 140

Integrated Learnings

MARCH 22, 2012

Set Custom Editors. Through the “Hotkeys” preference tab you can view all the preset Lectora hotkeys and even customize your own. Under the “General” tab check “Show HTML-published object names in object properties.” When enabled, every object’s properties window conveniently displays the HTML id in the corner.

Lectora 148

Lectora HTML Develop Audacity 148

Integrated Learnings

JANUARY 6, 2010

This example is taken from a segment of an e-learning lesson about handling customer complaints. The audience consists of customer care representatives in a call center environment for a beauty product company. 2 Resolving complaints Given a customer complaint and a job aid, recommend an appropriate resolution for the complaint.

Performance 112

Performance Compliance Training Simulations Behavior 112

Integrated Learnings

JULY 18, 2009

However, we want to customize the code so that it is the correct size for our project. Click on the link Customize the color, size, and other options. Paste the code block from Google Calendar in to the text box for Custom HTML. In calendar settings, scroll down the the Embed This Calendar section. Next is the important part.

Google Calendar 109

Google Calendar Calendar Lectora Google 109

Integrated Learnings

DECEMBER 19, 2012

No one wants a hydrogen car if there are no refueling stations around, and no refueling stations are going to exist without a customer base of hydrogen car owners. A major problem keeping the idea from taking off is a classic chicken-and-egg dilemma. I see Tin Can as having a similar dilemma.

SCORM 188

SCORM vendor Standards Adoption 188

Integrated Learnings

JANUARY 26, 2010

For example, a customer service lesson might start by challenging learners to answer a customer question that they'll learn more about during the lesson. Instead, the course should start with a clever attention-getter that previews some of the key content.

Cognitive 141

Cognitive Methods Learning Objects Course 141

Integrated Learnings

FEBRUARY 7, 2013

I just want to get my content to my customer in a form that they can use it! On top of that, I found out about the ADL initiative and the Department of Defense involvement in the specification. Wait a minute. What are we talking about here? It turns out I had to know most of that stuff for my job.

SCORM 173

SCORM AICC Adobe Captivate ADL 173

Integrated Learnings

JULY 6, 2011

While on the whole Articulate is arguably a more rounded product with more functionality and customization options, Snap does have some notable advantages. Trivantis' marketing team has put together this chart. comparing Snap to the two biggest competing products, Articulate Studio and Adobe Presenter. Such as: Low Price.

Lectora 202

Lectora Trivantis Flash PowerPoint 202

Integrated Learnings

DECEMBER 28, 2009

Interpersonal skills (such as handling customer complaints, interviewing, public speaking, etc.) For example, a customer care unit with agents who work from home might be a prime candidate for eLearning. Does the content involve interpersonal skills? can rarely be fully developed in an eLearning environment.

Blended Learning 126

Blended Learning eLearning Consultant eLearning Write Blog 126

Integrated Learnings

OCTOBER 11, 2011

It is a safe environment where the learner can make mistakes without interfering with actual customer information in a live system. Do you have access to a training or test environment that allows you to capture images of the procedure without impacting customer accounts and/or proprietary information?

Simulations 120

Simulations System Flash to HTML5 Conversion Flash 120

Integrated Learnings

FEBRUARY 16, 2011

It’s no wonder that researchers credit employee engagement with financial benefits related to customer service, teamwork, and productivity! Such a population would likely look forward to training, proactively request clarification as needed, and eagerly apply newly learned skills on the job.

eLearning Strategy 184

eLearning Strategy eLearning Performance Support Survey 184

Integrated Learnings

DECEMBER 29, 2010

Below are links to articles that offer programming tips: Hiding Your Skin in Captivate 5 How to Create Custom Buttons in Captivate Yes, Your Captivate Sim Can Drive Your Lectora Course Incorporating Your Learner’s Name into Your Lectora Course Unlocking the Power of Lectora Variables.

Instructional Design 194

Instructional Design ADDIE Blended Learning Jive 194

Integrated Learnings

APRIL 6, 2010

The training included a story about a customer whose life was improved by the product. Capture interest, build excitement, or gain buy-in. A while back, I designed training for a new product after it went through a year of testing. Illustrate a concept. Last year, I was involved in developing training for work-at-home employees.

eLearning Consultant 203

eLearning Consultant eLearning Instructional Design Write Blog 203

Integrated Learnings

FEBRUARY 1, 2010

Then paste the Embed code from YouTube into the Custom HTML area. (Note that if you are using Lectora X, then the properties box automatically displays in the upper left-hand pane of your development window.). Make sure that the Object Type is Other. Click the Apply button for the object properties. That’s all there is to it!

Lectora 117

Lectora YouTube HTML Video 117

Integrated Learnings

MAY 18, 2011

If they are in a retail environment that uses mobile technology such as smartphones or tablets, why not provide them with these quick learning nuggets between customer interactions on their company -issued devices? This would allow them to remain on the sales floor and receive the training “on demand.”.

Firewalls 172

Firewalls Association Learning Management System eLearning Guild Sales 172

Integrated Learnings

JANUARY 18, 2012

Suppose the training includes three things learners should say when closing a phone call with a customer. Instead, write a distracter that illustrates just one. Omit best practices without making it sound bad. A well-written distracter might simply miss one of those items, but still sound polite.

Write Blog 164

Write Blog Simulations Lesson Sound 164

Integrated Learnings

JULY 27, 2010

Quality quotes from relatively unknown people can be inspirational too, such as a glowing customer review or testimonial of a product about to be trained. --5-- 5-- Incorporate high-quality multimedia : Ever attend a session that started with a 60-second multimedia presentation, complete with intriguing images and upbeat music?

Attention 183

Attention Blended Learning eLearning Music 183

Integrated Learnings

AUGUST 10, 2011

Ok, simple enough, so I don't inherit the next button and add a custom button to the last page of each chapter. I want the learner to return to the main menu after each chapter so I can give them some nice updates on their course progress and allow them to choose where to go next. Done, right?

Lectora 166

Lectora Create Social Networks Facebook 166

Integrated Learnings

NOVEMBER 18, 2012

The main character was a manager who needed someone to help her answer customers’ questions about insurance. For example, the coach might be a manager who needs the learner to help accomplish a challenge. A few years ago, I designed an eLearning lesson about insurance options.

eLearning 145

eLearning Coaching Lesson Write Blog 145

Integrated Learnings

AUGUST 8, 2012

However, creating custom variables allows the developer to track nearly any thing in an e-learning module. Most e-learning tools, including Adobe Captivate, provide for the ability to use flags. Sometimes this is done automatically by built in variables that let the developer know things like "did the learner complete the quiz?"

Adobe Captivate 133

Adobe Captivate Adobe Captivate Providers 133

Integrated Learnings

JULY 20, 2011

For example, suppose you are teaching new sales associates how to use an established sales process to determine the correct solution for the customer. A Skills Hierarchy is a process by which you and your SME team take a list of required skills and determine the proper order in which to teach these skills.

Skills 189

Skills Diversity Training Organization Content 189

Integrated Learnings

AUGUST 31, 2010

A while back I was tasked with designing new employee training for a customer service department. While I’m sure there are situations where this might not work well, I’ve seen this approach be successful several times. -3- 3- Introductory instruction for on-the-job training (OJT).

Blended Learning 177

Blended Learning Blended Metrics eLearning 177

Integrated Learnings

NOVEMBER 8, 2009

Add the following CSS code in the Custom HTML field: a:hover { text-decoration: underline; color: white; }. Add an External HTML object to the page. Give it an object type of Meta tags. This will place the CSS code in the header of the underlying HTML page.

Lectora 100

Lectora HTML Google Calendar Calendar 100

Integrated Learnings

MAY 16, 2010

Agile requires teamwork and heavy communication and collaboration, not only amongst the development team, but also with the customer. For starters, Agile development requires close working proximity; if yours is a virtual or geographically-scattered team, then you must still replicate the close proximity environment somehow.

Agile 126

Agile Develop Training Train 126

Integrated Learnings

SEPTEMBER 19, 2009

Custom HTML: Cut and Paste the following code into this text box: function validateNumber() { if (VarYears.getValue().match(/[^0-9]/)) Add the JavaScript. Use the menu Add > Object > External HTML to add a place to put the JavaScript code. Object Name: js_validateNumber. Object Type: Header Scripting.

Lectora 104

Lectora HTML Internet Project 104

Integrated Learnings

FEBRUARY 1, 2011

I mentioned this to a Flash developer at lunch today and I could see the frustration in his eyes wondering how he's going to meet the needs of his customers who use iPads. Apple's recent refusal to support Flash is the latest of many headaches web developers have had to endure as the web has matured but standards have been slow to respond.

Flash to HTML5 Conversion 149

Flash to HTML5 Conversion Flash HTML Apple 149

Integrated Learnings

OCTOBER 24, 2012

Demonstrate right and wrong behavior – A great example of this would be for a retail sales organization where you can show video of a customer interacting with a sales associate. Video is effective in showing both correct and incorrect behavior, and the use of humor for the incorrect behaviors can be very effective!

Video 202

Video Blended Learning Authoring Tools eLearning 202

Integrated Learnings

DECEMBER 12, 2012

For instance, I recently worked on some customer service training where anticipating customer needs was a core principle. Another consideration is to ensure that core messages are repeated at every practical opportunity (this doesn’t have to mean repeating it verbatim every time).

Cognitive 159

Cognitive Design Case Study eLearning 159