THE LEARNING SPACE
Design and develop e-learning courseware
LMS / LCMS IMPLEMENTATION PROJECT
The Department of National Defence and Canadian Forces (DND/CF) is implementing a new Defence Learning Network (DLN) Learning Management Platform (LMP) to offer extended capabilities and accessibility to the total DND/CF population. The DNDLearn-DLN project will provide a Department of National Defence wide capability to manage electronic learning content, training documentation, training events and resources, and to facilitate the development and maintenance of quality blended learning content. This is a single environment in which DND schools can conduct, deliver and manage training operations in a coordinated, consistent and cost-effective manner. It supports the Air Force Integrated Information and Learning Environment (AFIILE), including future Air Force Major Crown Projects, and will reduce the proliferation of training information management systems required to deliver training requirements throughout DND.
With the introduction of additional DLN capabilities and tools, and the re-configuration of the LMP, there is a need to re-purpose and/or develop role-based user training for instructors, administrators, courseware developers, and learners. Tasks and responsibilities include analysis, design, and development of role-based user training courseware for the Defence Learning Network.
Solution
Design learning curriculum
NEW HIRE TRAINING
The Learning Division of the Canadian Food Inspection Agency was developing a new integrated core training program, based around leading-edge adult learning best practices, for its inspector community. Under this program, which would support a new recruitment and selection process, all new inspectors would be expected to meet prescribed proficiency requirements before moving on to operational duties. This initiative was one of five major components related to the CFIA's Inspector Modernization Training initiative.
Solution
Design and develop courseware
CUSTOMER SERVICE TRAINING
The client was a leading Canadian call centre company specializing in the design and deployment of programs managing incoming and outgoing calls. It had identified a need to improve the customer service skills of its call centre agents.The objective was to achieve this through the enhancement of the coaching skills of its call centre managers.
Solution
PRODUCT KNOWLEDGE TRAINING
The client was a pharmaceutical manufacturer which was preparing to launch a new product into the U.S. market. In advance of the launch, it needed to educate its sales representatives on the new product attributes, the competitor products, and market positioning. New content needed to be created and integrated into the existing learning system for the family of products.
Solution
COACHING TRAINING
The client was a major Canadian financial institution with a reputation as an industry leader in call centre customer service satisfaction. It had identified a need to strengthen its coaching processes and tools.
Solution
CUSTOMER SERVICE TRAINING
The client was a Canadian financial institution that had developed strong relationships with mortgage brokers through its commitment to customer service. It had identified a need to continue to build the customer service skills of its employees. The objective was to enhance its customer service to retain its leading edge in the industry.
Solution
PROCESS TRAINING
The client was the Transportation Association of Canada (TAC), which had taken the lead in developing training programs for winter maintenance operators and supervisors. In response to regulations enacted to mitigate the adverse effects of road salt on the environment, winter road maintenance authorities across the country were looking for ways to use road salt more effectively, and thereby use less of it. Smart application of road salt meant changing behaviours and adopting new strategies and methodologies for dealing with ice and snow on roads. The TAC had identified a need for a learning guide to explain why operators and supervisors needed to change their methods and behaviours, and to reinforce the learning through self-testing exercises and role-playing scenarios.
Solution
__________
Develop e-learning content and storyboards
SALES FORCE TRAINING
The client was a pharmaceutical company preparing to bring a new product to market. It had identified a need to train its sales force on the attributes of the new product and its positioning in the marketplace. The objective was to provide its sales representatives with a solid understanding of how the immune system works, how the new product interacts with it, and why the product is superior to competitor products now on the market.
Solution
KNOWLEDGE TRANSFER INITIATIVE
The client was a pharmaceutical company that was funding the development of a series of e-learning programs for front-line health workers treating members of society's marginalized populations. The objective was to provide background information on the individuals that come into the street clinics, and to bring the health care professionals up to speed on best practices and lessons learned in treating individuals with unique and special needs.
Solution
COMPLIANCE TRAINING
A national association representing pharmaceutical companies in Canada had introduced a code of conduct to provide greater transparency, clarity and definition in its members' business interactions with health-care professionals. A need was identified to ensure that all employees of member companies were aware of the code and its impact on their business activities.
Solution
__________
Research and write knowledge compendium
KNOWLEDGE TRANSFER INITIATIVE
The client was a leading Canadian pharmaceutical company which had identified a need for a knowledge compendium that would provide a high-level overview of the landscape in which the pharmaceutical industry operates in Canada. The objective was to enhance the knowledge level of its sales representatives on issues that might arise during their conversations with physicians.
Solution
________
Develop software system training courseware
SYSTEMS TRAINING
Public Works and Government Services Canada's departmental Financial Management System was phased out and replaced by the Common Departmental Financial System and the Project and Business Management System. There was a need for an innovative learning tool to support the migration to the new software applications within a tight time frame.
Solution
Public Works and Government Services Canada created customized facilities management software tools to support employees who manage federal government buildings. Updates to both the software and business processes created an ongoing requirement for user reference guides and training manuals for new hires as well as for existing staff.
Solution
The Office Accommodation and Real Estate Services sector of Public Works and Government Services Canada produced a suite of facilities management software tools and an electronic discussion forum for employees using the software to discuss issues surrounding data integrity and related business processes. There was a need for an on-line help system to help users learn how to use the new tools.
Solution
Design and develop e-learning courseware
LMS / LCMS IMPLEMENTATION PROJECT
The Department of National Defence and Canadian Forces (DND/CF) is implementing a new Defence Learning Network (DLN) Learning Management Platform (LMP) to offer extended capabilities and accessibility to the total DND/CF population. The DNDLearn-DLN project will provide a Department of National Defence wide capability to manage electronic learning content, training documentation, training events and resources, and to facilitate the development and maintenance of quality blended learning content. This is a single environment in which DND schools can conduct, deliver and manage training operations in a coordinated, consistent and cost-effective manner. It supports the Air Force Integrated Information and Learning Environment (AFIILE), including future Air Force Major Crown Projects, and will reduce the proliferation of training information management systems required to deliver training requirements throughout DND.
With the introduction of additional DLN capabilities and tools, and the re-configuration of the LMP, there is a need to re-purpose and/or develop role-based user training for instructors, administrators, courseware developers, and learners. Tasks and responsibilities include analysis, design, and development of role-based user training courseware for the Defence Learning Network.
Solution
- Perform training needs analysis
- Plan and monitor courseware development
- Implement DLN instructional media and strategies
- Co-ordinate the re-use and/or development of DLN training materials using Saba Content Manager
- Develop SCORM-compliant eLearning courseware using Saba Publisher, Outstart Evolution and Adobe Captivate
- Develop storyboards based on DLN provided storyboard template
- Develop courseware using approved designs in support of training material for the training of all DLN user roles in the learning management platform
- Re-purpose role-based user training for instructors, administrators, courseware developers, and learners
Design learning curriculum
NEW HIRE TRAINING
The Learning Division of the Canadian Food Inspection Agency was developing a new integrated core training program, based around leading-edge adult learning best practices, for its inspector community. Under this program, which would support a new recruitment and selection process, all new inspectors would be expected to meet prescribed proficiency requirements before moving on to operational duties. This initiative was one of five major components related to the CFIA's Inspector Modernization Training initiative.
Solution
- Conducted environmental research scan of existing training programs and courseware
- Led focus groups as part of data collection process
- Designed six-week training curriculum for new inspector training program
- Wrote needs analysis report summarizing training gaps
- Recommended best-practice instructional design and delivery methodologies and approaches
Design and develop courseware
CUSTOMER SERVICE TRAINING
The client was a leading Canadian call centre company specializing in the design and deployment of programs managing incoming and outgoing calls. It had identified a need to improve the customer service skills of its call centre agents.The objective was to achieve this through the enhancement of the coaching skills of its call centre managers.
Solution
- Wrote courseware for a live, interactive, facilitated workshop that explored the nature and principles of formal coaching interventions, the skills and methods involved in delivering effective feedback, including listening skills and effective questioning techniques, and the use of action plans that stimulate activity
- Created a train-the-trainer package to enable in-house staff to deliver the workshop
PRODUCT KNOWLEDGE TRAINING
The client was a pharmaceutical manufacturer which was preparing to launch a new product into the U.S. market. In advance of the launch, it needed to educate its sales representatives on the new product attributes, the competitor products, and market positioning. New content needed to be created and integrated into the existing learning system for the family of products.
Solution
- Researched product attributes of competitor products
- Wrote new content around product attributes and market positioning
- Integrated new content into existing learning system courseware
COACHING TRAINING
The client was a major Canadian financial institution with a reputation as an industry leader in call centre customer service satisfaction. It had identified a need to strengthen its coaching processes and tools.
Solution
- Researched and wrote courseware (leader's guide, participant manual, job aids, case studies) for a live, interactive, facilitated workshop on performance coaching
- Customized the content for delivery to a target audience in India
CUSTOMER SERVICE TRAINING
The client was a Canadian financial institution that had developed strong relationships with mortgage brokers through its commitment to customer service. It had identified a need to continue to build the customer service skills of its employees. The objective was to enhance its customer service to retain its leading edge in the industry.
Solution
- Wrote courseware for a series of live, interactive, facilitated workshops. The sessions explored the fundamentals of exceptional customer service, the communications skills needed to deliver that exceptional service, and strategies to use those skills to manage difficult interactions
PROCESS TRAINING
The client was the Transportation Association of Canada (TAC), which had taken the lead in developing training programs for winter maintenance operators and supervisors. In response to regulations enacted to mitigate the adverse effects of road salt on the environment, winter road maintenance authorities across the country were looking for ways to use road salt more effectively, and thereby use less of it. Smart application of road salt meant changing behaviours and adopting new strategies and methodologies for dealing with ice and snow on roads. The TAC had identified a need for a learning guide to explain why operators and supervisors needed to change their methods and behaviours, and to reinforce the learning through self-testing exercises and role-playing scenarios.
Solution
- Synthesized policies, procedures, and best practices into learning guide designed to teach winter road maintenance employees how to become smarter about the way they handle and apply road salt
- Collaborated with leading subject-matter experts
- Designed and developed a train-the-trainer package based on the learning guide
__________
Develop e-learning content and storyboards
SALES FORCE TRAINING
The client was a pharmaceutical company preparing to bring a new product to market. It had identified a need to train its sales force on the attributes of the new product and its positioning in the marketplace. The objective was to provide its sales representatives with a solid understanding of how the immune system works, how the new product interacts with it, and why the product is superior to competitor products now on the market.
Solution
- Worked with subject-matter experts to research and write storyboard for e-learning program
KNOWLEDGE TRANSFER INITIATIVE
The client was a pharmaceutical company that was funding the development of a series of e-learning programs for front-line health workers treating members of society's marginalized populations. The objective was to provide background information on the individuals that come into the street clinics, and to bring the health care professionals up to speed on best practices and lessons learned in treating individuals with unique and special needs.
Solution
- Working with subject-matter experts in various fields, researched and wrote storyboards for e-learning courses
- Developed courses on the following topics:
- Street youth
- Sexual/reproductive healthcare for vulnerable adolescent women
- Transgender individuals undergoing endocrine therapy
- Homeless people
COMPLIANCE TRAINING
A national association representing pharmaceutical companies in Canada had introduced a code of conduct to provide greater transparency, clarity and definition in its members' business interactions with health-care professionals. A need was identified to ensure that all employees of member companies were aware of the code and its impact on their business activities.
Solution
- Researched and wrote storyboard for code awareness e-learning program, including interactive case-based problem-solving scenarios and progress check cognitive activities to reinforce the learning
- Re-purposed the content into a leader's guide and participant manual for live, interactive, facilitated workshops
- Customized content for individual pharmaceutical companies, integrating company codes of conduct training into the courseware
__________
Research and write knowledge compendium
KNOWLEDGE TRANSFER INITIATIVE
The client was a leading Canadian pharmaceutical company which had identified a need for a knowledge compendium that would provide a high-level overview of the landscape in which the pharmaceutical industry operates in Canada. The objective was to enhance the knowledge level of its sales representatives on issues that might arise during their conversations with physicians.
Solution
- Consulted with industry subject-matter experts
- Researched and wrote an 8-volume publication covering a wide range of topics related to health care and the pharmaceutical industry, including the following:
- Canadian Marketplace Overview
- Canadian Health Care Environment: National Policies
- Federal and Provincial Governments: Roles and Responsibilities for Delivery of Pharmaceutical Policies
- Regulatory Drug Approval Process
- Pharmacoeconomics/Outcomes Research
- Health Care Prescribing Influencers
- Compliance Issues
- Formularies, Pricing and Reimbursement
________
Develop software system training courseware
SYSTEMS TRAINING
Public Works and Government Services Canada's departmental Financial Management System was phased out and replaced by the Common Departmental Financial System and the Project and Business Management System. There was a need for an innovative learning tool to support the migration to the new software applications within a tight time frame.
Solution
- Project-managed the design, development, and production of Teacher in a Book, a 24-module training document delivering just-in-time, just-in-place instruction to support the systems migration project. The manual supported a training strategy that provided various options for users, such as self-directed learning, coach-led learning sessions, or informal workshops.
- Collaborated closely with systems developers, subject-matter experts, stakeholders, graphic designers, and other technical writers on the team to ensure that the documentation reflected ongoing system updates in a timely manner.
- At the conclusion of the project, analysed processes and outcomes and documented lessons learned.
Public Works and Government Services Canada created customized facilities management software tools to support employees who manage federal government buildings. Updates to both the software and business processes created an ongoing requirement for user reference guides and training manuals for new hires as well as for existing staff.
Solution
- Wrote content for, and coordinated production of, technical specification manuals, user guides, and training manuals for several in-house software tools.
- Analyzed and codified business processes involved in facilities management for inclusion in training manuals.
The Office Accommodation and Real Estate Services sector of Public Works and Government Services Canada produced a suite of facilities management software tools and an electronic discussion forum for employees using the software to discuss issues surrounding data integrity and related business processes. There was a need for an on-line help system to help users learn how to use the new tools.
Solution
- Wrote instructional text for software users.
- Produced on-line help system using RoboHelp software.
