UNIFIED CONTENT AT USAA
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The document outlines the setup and details of a webinar sponsored by USAA, focusing on changes in content structure and knowledge delivery processes in learning and development. It describes the mission of USAA, the significance of knowledge delivery as a primary content source, and the improvements made to training materials to enhance accuracy and reduce duplication. Additionally, it emphasizes the importance of managing secondary content and introduces a new process for content analysis and curriculum design.
UNIFIED CONTENT AT USAA
- 1. #CLOwebinar Sponsored By: The presentation will begin at the top of the hour. A dial in number will not be provided. Listen to today’s webinar using your computer’s speakers or headphones. Welcome to the webinar!
- 2. #CLOwebinar Tools You Can Use Audio Control – A dial in number will not be provided. – Adjust the volume on your computer or headphones
- 3. #CLOwebinar Questions and Handouts You can submit questions by clicking on this icon here. You can download a PDF of the slide deck by clicking here.
- 4. #CLOwebinar Sponsored By: 1. May I receive a copy of the slides? YES! Click on the handouts list located on the right portion of your screen. 2. May I review the webinar recording at a later date? YES! You may log in again using today’s link to review the presentation on-demand. 3. Is this webinar HRCI or SHRM certified? YES! The HRCI and SHRM certification codes will be sent in the same follow up email as the recording Frequently Asked Ques0ons
- 5. Public Information A Concept that Unifies Content Building Better Content at USAA George Selix, PhD, Content Management Presented By:
- 6. Public Information 6 Our Mission The mission of the association is to facilitate the financial security of its members, associates, and their families through provision of a full range of highly competitive financial products and services; in so doing, USAA seeks to be the provider of choice for the military community. Our Core Values Service Loyalty Honesty Integrity Passionate Member Advocacy Financial Strength & Wisdom Shared Military Values Our Brand Pillars GOING ABOVE Our Brand Promise FOR THOSE WHO HAVE GONE BEYOND Who We Are As of Oct. 2014
- 7. Public Information 7 Meeting Agenda - Starting Points - Changes in Content Structure - Test and Implementation - Q&A
- 8. Public Information 8 Learning & Development at USAA Intake Learning Performance Consultants Build/Revise Content Management Deliver Instructors Schedule & Administer Build and revise learning content Manage the Learning Technology Roadmap Manage governance of Knowledge Delivery
- 9. Public Information 9 Original Content Revision Processes Revision Central ISD Assigned Course Updated SME Assigned Work Effort Instructor Aware Change Comm. Change Initiated KD Article Update KD Article Published Instructor Desired Change ISD Assigned SME Assigned Work Effort Project Revision Change Enacted SME Assigned LPC Aware
- 10. Public Information 10 Knowledge Delivery (KD)
- 11. Public Information 11 KD Procedures Attributes of a well structured procedure - Findable - Usable - Correct - Timely
- 12. Public Information 12 Meeting Agenda - Starting Points - Changes in Content Structure - Test and Implementation - Q&A
- 13. Public Information 13 Darwin Information Typing Architecture dita.xml.org - Concept: higher level, contains definitions, rules, guidelines - Task: a procedure that describes how to accomplish a task - Reference: usually contains detailed, factual material - Glossary - Troubleshooting
- 14. Public Information 14 Before and After: KD Procedures Before Reference content preceded task content and was included out of context. Task content was significantly low on the page, i.e. “below the scroll.” After Procedure rewrite resulted in several smaller documents broken out by concept, task and reference for easier access and use.
- 15. Public Information 15 The Bigger Opportunity Instructor Guide Student Guides
- 16. Public Information 16 Before and After: Instructor Guide Content Before Duplication of content available in KD within offline course materials increases risk of training becoming outdated and requires significant resources to update and maintain. After Duplications are replaced with in- context links to the same, core KD content as is used on-the-job and (already) maintained by owners in the business.
- 17. Public Information 17 Before and After: Student Materials Before Student materials regularly duplicated policy, product, and procedural details that are also in KD. Courses include multimedia, quizzes, interactivity, and ample classroom activities. After Student materials embed policy, product, and procedural details directly from KD without duplication. Courses still include multimedia, quizzes, interactivity, and ample classroom activities.
- 18. Public Information 18 Meeting Agenda - Starting Points - Changes in Content Structure - Test and Implementation - Q&A
- 19. Public Information 19 Self-paced lesson with an in-room facilitator present
- 20. Public Information 20 Self-paced lesson with an in-room facilitator present Animated/Narrated presenter KD Articles – Primary Source Interactions – Secondary Source
- 21. Public Information 21 Facilitated lesson with web-based resources KD Articles – Primary Source Interactions – Secondary Source
- 22. Public Information 22 Here’s What We Learned • It’s possible to use KD content as primary source to build lessons • There are gaps in the knowledge base, primarily around concepts • We need effective transitions between lesson elements – it’s possible to cut out too much context • We can use templates to speed up the course design process • There is a significant need for Secondary Content
- 23. Public Information 23 The Next Round of Experiments Two more projects § Bigger § More Complicated Lessons Learned § KD procedures have to be in good shape – it’s difficult to have short cycle times when we’re building KD content and then building courses § We need a better way to manage updating secondary content
- 24. Public Information 24 The New Process and Secondary Content Course Updated Change Planned Instructor Desires Change SME updates course & KD Instructor Makes Change KD Article Updated Secondary Content Updated WalkMe Updated PSS Updated KD Article Published ISD Approves Course Updated Instructor Comm. Change Comm. Change Enacted ISD Approves Two Weeks Course Grid Course Governance (Del, ID, Bus)
- 25. Public Information 25 The New ID Process Begins with Content Analysis
- 26. Public Information 26 Meeting Agenda - Starting Points - Changes in Content Structure - Test and Implementation - Q&A
- 28. Public Information 28 How Does the New Design Process Work? Partner to edit KD articles for use both on-the-job and as “textbook” for training. L&D aggressively eliminates content from training materials that is available in KD. = L&D designs lessons based on KD articles; enhancing the learning experience with high- value media, activities, assessments and KD- based instructor guide articles. Learners and instructors receive a rich, engaging experience. 1 2 3 4 + L&D curates all of these content elements into easy-to-use online resources.
- 29. Public Information 29 KD as Primary Source Content Why UCM? • Maintains KD as the single source of truth. • Ensures real-time accuracy for training materials leveraging the actual KD articles. • Reduces duplication of volatile content in training materials, which: • Reduces the risk of teaching from outdated/incorrect materials. • Reduces the labor required to maintain training materials. • Reinforces use of KD on-the-job.
- 30. #CLOwebinar Register for the next webinar! The Critical Thinking Requirement in Modern Business Training Thursday, May 25, 2017 Webinars start at 2 p.m. Eastern / 11 a.m. Pacific Register for all upcoming Chief Learning Officer Webinars at clomedia.com/webinars
- 31. #CLOwebinar
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