bozarthzone

NOVEMBER 24, 2008

All large-scale, multi-user communities and online social networks that rely on users to contribute content or build services share one property: most users don't participate very much. Often, they simply lurk in the background." See the whole article for ideas on ways of better equalizing participation.

Social Networks 40

Social Networks Wikipedia Social Network Community 40

bozarthzone

MAY 28, 2010

Monday is the US Memorial Day holiday, set aside for remembering those who gave their lives in military service. For me it has additional meaning. On Memorial Day 2003 my brother and his wife were hosting a holiday cookout, and some of the young men there started playing basketball.

Bloom 75

Bloom Social Networks Social Media Twitter 75

bozarthzone

FEBRUARY 12, 2009

does not constitute good "customer service". --The tendency for trainers to fall into the role of order taker ("Yes, sir, you want an order of teambuilding with a side of stress management? Coming right up.") It is harmful to the learners, the managers, and ultimately the credibility of the training profession.

Training 40

Training Train Customer Service Instructional Design 40

bozarthzone

JULY 16, 2009

People with the title "customer service representative" do not need to be "taught" not to be indifferent. No, baggage handlers do not need to attend training so they can "learn" not to throw musical instruments onto the tarmac, for cryin' out loud.

Training 40

Training Train Social Media Music 40

bozarthzone

JANUARY 24, 2009

People are shocked at the swiftness of the decision; comments on the board this week tend to alternate between "thanks for all the years of service" and "how dare you?" The response has been, not unexpectedly, dramatic and emotional. The conversations have raised some points to ponder on the matter of CoPs. Let's cogitate: 1.

Communities of Practice 51

Communities of Practice Community Yahoo Social Media 51

bozarthzone

NOVEMBER 9, 2009

Post a link to an article, YouTube or CNN video clip (think customer service, conflict management, empowered employees, workers in trouble) and invite learner responses. Blog Create a blog post asking learners to provide a 100-word recap of the critical takeaways from the past session.

Social Media 49

Social Media Media Wiki Social 49

bozarthzone

FEBRUARY 20, 2010

The first national piece I ever published was a "My Turn" column on problems with customer service training (the gist: Smiling does not make make up for utter incompetence). Back then the magazine had a final page, "My Turn", open to 1000-word contributions from readers.

Instructional Design 40

Instructional Design Training Train News 40

bozarthzone

FEBRUARY 22, 2009

Months later the trainer dropped by my office to describe at length how much time he'd spent examining the courses, detailing the myriad reasons they just wouldn't work for the content he taught (um, customer service, e-mail rules, MBTI, and basic supervision).

Virtual Classroom 81

Virtual Classroom Simulations Blackboard Distance Learning 81