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If You Stop Teaching Features, Your Customers Might Actually Learn Something

Posted by Bill Cushard on Aug 10, 2017 5:31:15 PM

When your customers say your training is ineffective or you see from reports that product use does not increase following an education intervention, one of the questions you should ask yourself is, "Are we helping customers understand the context for why our product exists and why they need to learn it?" One major problem with software education is that it is focused primarily on helping people learn features. Learning features without understanding basic concepts and without understanding "why" will often leave people bewildered about how to use the software.

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Topics: Customer Education, Instructional Design, Bloom's Taxonomy, Levels of Learning

How to Convert Live Courses into eLearning in 7 Steps

Posted by Julia Borgini on Aug 3, 2017 6:00:00 AM

A show of hands out there: how many of you are thinking of converting your live training courses into eLearning?

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Topics: eLearning, Instructional Design

Customer Education Leaders Should Put Virtual Reality (VR) on the Radar (Maybe)

Posted by Bill Cushard on Aug 1, 2017 8:32:18 AM


(Photo credit: Maurizio Pesce)

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Topics: eLearning, Customer Education, Virtual Reality, VR, Flipped Classroom

Make Your Customer Training Surveys Customer-Focused

Posted by Julia Borgini on Jul 21, 2017 6:00:00 AM

Training surveys are one of THE most used tools in the customer education manager's toolbox. Surveys can impact everything from course design to facilitator hirings. The problem with most surveys is that they're not used properly. They're too long, go un-answered, don't provide actionable data, or just pile up in someone's desks, never to be used.  

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Topics: Training Needs Analysis, Training Effectiveness, Training Evaluation, TNA

It's Time To Start Your First Course Development Project in Scrum

Posted by Bill Cushard on Jul 19, 2017 6:00:00 AM

This blog post was co-written by Donna Weber and Bill Cushard. You can learn more about Donna on Linkedin and her work at Springboard Solutions

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Topics: Customer Education, Agile, scrum, Instructional Design, Course Development

Improving the Factors That Impact Good Training Experiences

Posted by Julia Borgini on Jul 17, 2017 6:00:00 AM

Earlier this week I was talking to a former colleague who's a director in a technology organization, and she recently attended a two-day training session. When I asked her how it went, she told me it was a good course, lots of good information, but she didn't like that it was only open to other managers from her organization. She would have preferred the course have attendees from other organizations so she could hear about their experiences too.

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Topics: Customer Education, Assessments, Feedback, Survey, NPS, Training Effectiveness

Customer Education Design and Agile a Perfect Fit

Posted by Julia Borgini on Jul 13, 2017 6:00:00 AM

Many of today's technology companies use an Agile methodology to develop their software, like Scrum, Adaptive software development (ASD), Crystal Clear methods, and Extreme Programming (XP.) Many more use Agile in their non-software development business processes like marketing and product management. The iterative and collaborative nature of Agile allows people to focus on more than just the end product. Learning designers who are tired of the inflexible approach of ADDIE and more waterfall-related development methodologies might want to take a look at Agile and see how it can work for them.

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Topics: Learning, Customer Education, Agile, scrum, Instructional Design, SAM

How to Plug Course Development Elements into Scrum

Posted by Bill Cushard on Jul 11, 2017 6:00:00 AM

This blog post was co-written by Donna Weber and Bill Cushard. You can learn more about Donna on Linkedin and her work at Springboard Solutions

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Topics: Customer Education, Agile, scrum, Instructional Design, ADDIE

Give Your Education Customers What They Want (Every Time)

Posted by Julia Borgini on Jul 10, 2017 10:12:42 AM

It's difficult to know what customers want in general, but this is especially true when it comes to their education needs. Customers say one thing but then want another. There's a clear discrepancy between customer feedback and the numbers you gather from your education programs. How can customer education managers balance the two to truly determine what education their customers need and then create the right offerings for them?

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Topics: Customer Education, Agile, Training Needs Analysis, Feedback, Survey

A Quick Guide to Scrum for Customer Education Teams

Posted by Bill Cushard on Jul 5, 2017 6:01:00 AM

This blog post was co-written by Donna Weber and Bill Cushard. You can learn more about Donna on Linkedin and her work at Springboard Solutions

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Topics: eLearning, Customer Education, Agile, scrum, Instructional Design, Course Development

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