Online reference help and guide
Online reference help and guide (more often called an online tutorial) is probably the most commonly used delivery format for e-Learning programs. This is the earliest generation model and it continues to find its place in e-Learning programs and on the Internet. (See Figure 3.) Reference tools are knowledge repositories about a particular content subject.
Figure 3 Successful online reference and help uses successful Web publishing practices.
A good reference tool:
- Allows learners to search the content.
- Provides large amounts of knowledge and data.
- Allows e-Learners the capability to find content as needed, pretty much unconstrained. They are free to randomly find what they are looking for.
- Transfers knowledge and data quickly to dispersed learners or users.
- Allows easy, quick, and inexpensive production and update.
Implementing reference tools
Successful implementations of reference tools for rapid development make use of successful Web publishing practices.
First, publish content and data in formats that are easily searchable. This means appropriate use of HTML and XML. At the same time, there is not necessarily a need to go through a massive writing exercise. You can leverage existing customer guides, help tips, product knowledge, marketing communications, and other information already written or prepared by writers, engineers, and subject matter experts.
Add a way for your learners to:
- Search the content
- Bookmark or save the pages in their favorites or commonly used list
- Forward the link page to another person
- Categorize the content based on importance or according to date.
These functions may require some programming. In addition, develop an intuitive navigation system to make it easy for learners to identify and access the knowledge. Design each specific page so you can link to a lesson, program, or other e-Learning element for easy reference.
Publish using a content management system (CMS) so non-technical people can construct, add, edit, and update HTML pages by using WYSIWYG functions. SMEs can publish content directly to the reference material, since it is easy to use. You may also use basic publishing applications such as MS FrontPage, Macromedia Dreamweaver, or Contribute.
This link will open an example of a basic reference and online help: http://vftraining.net/acme/lmsguide/index.html (Editor's Note: As of January 25, 2010, this article appears to have been removed from the Web.)
Performance support and knowledge management systems
Support systems used in e-Learning include performance support systems (PSS) and knowledge management systems (KM), which are usually deployed with integrated and system-wide implementations of large software applications and processes. (See Figure 4.)
Figure 4 Performance support and knowledge management systems can provide a valuable complement to e-Learning.
Salient features of performance support and knowledge management systems
Both PSS and KM are closely related to traditional training and reference systems, and for that reason provide important architectural support to e-Learning. Among the most important features are these:
- Knowledge management systems enable both learners and subject matter experts (SMEs) to contribute This facilitates content building and updating; and provides for more timely and relevant content, such as best practices and success experiences (tacit knowledge).
- Performance support systems usually deliver “lesson-type” training, and more in-depth programs are available to learners who want them.
- Performance support systems deliver just-in-time or just-in-need training — links to small topics can be added to specific performance areas.
- Knowledge management systems compile massive data and knowledge, such as reference tools — providing a comprehensive resource for learners and users.
- Knowledge management allows for advanced searches — an important feature since learners may have to look for information in massive databases.
- Knowledge management systems often enable learners, SMEs, coaches and managers to send out URL links by email, making it simple to share information.
- Both knowledge management and performance support systems may allow for discussions with co-learners, mentors, and coaches, for exchanging messages and email alerts, and for journaling or note taking.
- Knowledge management systems frequently allow ranking of content. This lets the system present pages and subjects according to relevance.
- Knowledge management provides for easy collaboration and sharing, making a good resource for work teams.
- Knowledge management is scalable and can integrate with enterprise resource planning (ERP) systems and customer relationship management (CRM) production and marketing systems.
- Performance support is popular for product rollouts, system-wide software implementations such as ASAP, Oracle, etc., and for business processes, sales support, and customer support.
Key weaknesses of most PSS/KMs in rapid development
Notwithstanding their outstanding features, designers must remember that PSS and KM systems have important limitations as well:
- PSS/KMs lack the LMS features for tracking, certification, curriculum structure, assessments, etc., and may not support transfer of this information.
- Although you can purchase them in smaller ver sions or by modules, many PSS/KMs require high upfront cash outlays.
- To implement PSS/KMs requires key changes in some business processes, as well as in the attitudes and culture of top management and staff. It usually takes longer to implement these systems.
- PSS/KMs may not be a rapid development solution if you are in the initial phase and just setting up the software. PSS/KMs require integrated systems. Depending on your goals, and which areas of the implementation phases you are in, they can serve well for rapid development. If your PSS/KM is in place, you may use it rapidly.
Using PSS and KM systems for rapid e-Learning development
PSS/KMs provide performance support. Unlike most e-Learning programs that are designed for lesson and classroom-like learning (focusing on retention rather than application), PSS/KMs enable users and learners to access knowledge quickly. The quicker they can access knowledge or information, the more likely it is that they will use it. To increase the quality experience of your e-Learning programs, incorporate:
- Quick access to content
- Sending out emails with URLs and links
- Lesson pages or content pages linked for specific subjects
- Powerful search options
- Ranking the relevance of pages To increase speed of development, incorporate:
- Content submission from SMEs, learners, coaches (CMS or use of Contribute)
- Support for uploading large amount of content as references
Learning management systems (LMS) and learning content management systems (LCMS)
LMSs primarily provide registration and storage of activities, tracking, and reporting via databases, although they are largely used for tracking. They do not provide an e-Learning architecture, even though many vendors claim that an LMS is an architecture. Yes, it is, from a software point of view, but not from a learning point of view.
The “C” in LCMS means that the LMS has the capability to optimize content by easy reuse and easy reproduction and management. The content management goal is to cut the development time and decrease costs since much of the content can be reused or reconstructed from existing databases of programs, graphics, audio and video files, references, etc.
There are several key challenges in rapid development with LMSs.
LMSs focus on data processing, and are weak in supporting e-Learner needs.
Typically, an LMS does not provide an e-Learning architecture. This is unfortunate since an LMS has great potential not only to provide tracking but also to help in promoting a better way to learn for e-Learners. Most LMSs are codified practices and migration of the old “classroom-like” tracking of attendees.
LMSs tend to focus on registration, monitoring of attendance, testing, certification, and training reporting for completion of classes. They provide little impact when it comes to actually meeting e-Learners’ needs.
LMSs are great for tracking, not for content development — they cause integration delays.
LMSs are strong in tracking and participant management functions, but very weak in helping developers construct e-Learning lessons and programs. Much of the content is developed externally to the LMS, and then the content developer and IT person must integrate it into the LMS. This problem is a major cause for delay.
The integration of LMSs and content programs is usually the most treacherous part of e-Learning development. Integration takes too much time.
LMSs purchased, acquired, and maintained by IT or MIS, are prone to “silo” or “empire” building type of delays.
In many instances, IT acquires the LMS without the input or influence of e-Learning or training professionals. Therefore, the choice meets the IT standards, but not the rapid development requirements of the training departments. Even worse is when the implementation and administration functions are so segregated that it takes weeks to pass jobs back and forth between IT and the training department.
What the vendor claims will take 30 minutes to implement will often require two or more weeks to complete!
LMSs have a strategic procurement lifecycle; once acquired, they can stay with you for 10 years or more.
Acquiring an LMS is a major capital outlay. Once acquired, the LMS may have to stay with your organization for quite a few years. It is difficult to change due to the investment in time, hard work, process integration, and dollars.
How can you work around or maximize your LMS for rapid e-Learning?
Negotiate or plan with IT to work around or share responsibility for the LMS, which enables you to have full access to functions of the LMS. (See Figure 5.)
Figure 5 Implementation of an LMS requires careful planning.
Seek authorization to:
- Manage registration.
- Have a test server or test site so you can publish and test your content quickly.
- Suspend, delete and publish programs.
- Send out notices or communicate with your participants.
- Perform reports.
- Manage and change participant information for technical or user support.
The more you manage and have access to the LMS, the more readily you can deploy programs using your LMS.
If your rapid development project is required in a few days or few weeks, and IT has constraints or is unwilling to share responsibilities over the management of the LMS, agree in advance with your IT that you can hire a third party LMS provider to host your programs for the purposes of rapid deployment. Then, at a given time, you may move or migrate these programs or link the data of participant activities to your internal LMS. On the other hand, you may opt to link these programs to your LMS later. It would help for IT to approve this vendor or provider, and to conduct a study of the third-party capabilities and compatibilities with your LMS.
This approach is happening in many situations. For example, you may want to deploy your programs by using WebEx or LiveMeeting since your need is urgent. You may then link this program with your LMS for tracking purposes. You may also hire services like Brainshark for displaying your PowerPoint presentations, and then link these to your programs in your LMS later.
In selecting an LMS, find one that has more integrative functions between the content development and tracking — a Rapid Assembly LMS. For example, there are LMSs that allow you to publish and assemble a program, complete the registration and send out notices ... in a matter of hours you can complete your rapid development program.
Get involved in the requirements gathering and purchase of your LMS. Be involved in the strategic decision-making, and make sure the LMS can support future rapid e-Learning development efforts. You must also select an LMS that provides more functions to support the quality of your programs.
When all else fails, and the LMS, the IT department, or your staff says, “We can’t publish tomorrow, or next day, or next week,” be a “guerilla e-Trainer.” Publish your content in a Web site.
Summary
By thinking through the way in which your learners will interact with your e-Learning application, you can make better choices of architecture. The result will support rapid e-Learning development and will bring you better results than the typical “default” approaches to design. A well thought-out e-Learning architecture leads to an efficient way of coordinating SMEs, software producers and developers, graphic artists, writers, and managers. It is also a way to guide senior management to a new way of looking at your e-Learning programs.
In the concluding article of this series, I will examine the effect of architecture on rapid development approaches, including entry points and quick starts, software selection, and designing for reuse. I will also address a development process, and collaboration guidelines, to support rapid development, as well as methods for dealing with production issues.
