Customer Training Experience Report
The following story is from a colleague who wishes to remain anonymous.
The customer training department of a major avionics company hired me to create an online version of their traditional classroom training [Dedicated Champion]. Although they really weren’t sure what their online avionics training would look like, they seemed to think that it would probably be some kind of self-paced, computer-based training delivered over the Internet. I had something different in mind. I began to talk about the notion of a virtual classroom.
I wasn’t sure they really understood what I was talking about, so I arranged for some of our instructors to visit a company that specializes in technical training delivered in online classrooms [Personal Touch]. The helpful folks at this company guided us through their studios and explained how their online courses are structured and delivered. They have a very successful instructional model that they can apply to any topic they are teaching [External Validation].
Our instructors were very impressed with what they had seen. When we returned to our workplace, they talked about how we might be able to develop live online classes. They talked about scheduling meetings to explore the concept. They talked about forming a committee to create a proposal that could be presented to our management. At that point I stepped into the discussion and said, “No, guys. We’re just gonna do it” [Just Do It].
We already had all the technology we needed. We had computers, Internet access, telephones, and most importantly, a corporate license for a robust online meeting tool. We had a seldom-used CBT lab that could be easily restructured for delivering virtual classes. It was to become our eLearning Broadcast Studio [Piggyback].
Working with our facilities staff, I cleared out a corner of the lab and we configured some modular office furniture to create a studio environment spacious enough for two instructors and a producer to interact comfortably. I added four computers, four telephones with headsets, an array of wall clocks to represent world times, and some custom lighting for atmosphere. As a final touch, I asked our graphic artists to create some custom artwork to further define the space and give it character [Ask for Help]. Because I was able to repurpose computers we already owned, the total bill was under $4,000.
The next step was to develop an instructional model that would work for our courses [Tailor Made]. I designed an interactive modular format that took its inspiration from the company we had visited earlier. I focused my efforts on creating a very tight instructional design, high-quality presentation of content, and a high-energy delivery that would hold students’ interest. Since the learner is online, boredom is death for the virtual classroom.
Working without fanfare, it took a couple of months to get the studio in place and our first class designed and piloted. It was only after we began delivering online courses that I gradually introduced my management to the concept of eLearning and virtual classrooms [Step by Step, Just Enough]. I never told them what we were going to do. I told them only what we had done. I didn’t tell them about vision. I talked about successes [Small Successes]. Within six months, we developed a full curriculum of eLearning modules for one of our products and were delivering them to customers worldwide.
The vice-president of our Customer Services organization [Corporate Angel] has become a big fan of our work. In fact, he now conducts all of his Global Leadership meetings and all-employee meetings online using our eLearning Broadcast Studio. We continue to expand our offerings. And you know what? We never did form a committee. We never did ask or get permission. We just did it.