LearningGuide

Overview

LearningGuide is a highly effective workplace performance support solution that helps a workforce to get the best from investments in company policies, procedures and technology - an online support "store room" that people use to quickly find solutions to queries enabling them to complete tasks in the optimum manner, following organisation-specific policies and procedures.

LearningGuide is a knowledge tool, enhancing task-specific product knowledge and skills. Content to support users of Microsoft Office, Lotus Notes and Groupwise is available for instant use. LearningGuide can be especially helpful during upgrades and migrations. LearningGuide helps to raise desktop productivity and to reduce IT's Total Cost of Ownership. LearningGuide can support instructor-led and computer-based training programs.

About LearningGuide

Organisations use LearningGuide to provide information about all kinds of desktop processes, working procedures and enterprise applications - often company templates will be added to generic and custom learning objects. When support is needed, users refer to LearningGuide rather than calling a helpdesk or asking colleagues. The unique feature of learning with LearningGuide is that users browse visual examples to locate knowledge, support, tips and exercises, accessed by searching the examples, keywords, menus, and indexes, resolving their query quickly, and returning to the task that they were completing. Once the appropriate learning example is selected the user sees a "Quick Reference" which is a short explanation of the task.

The components of a LearningGuide can be explained as follows:

• Visual Example - LearningGuide first presents the user with a picture of the outcome. This is referred to as "Backward Learning" because the desired result is shown first, and instructions on how to get there are presented subsequently.

• Outline - On the left side of the page is an outline of the Learning Objects contained in this LearningGuide. The user can use this outline to navigate through the LearningGuide rather than scrolling through the examples.

• Quick Reference - This section lists the steps required to accomplish the task shown in the Visual Example. Explanations are not given here, only the required instructions. Company templates are often embedded into the Quick Reference.

• Exercises (not shown) - When a practice exercise is available for the given Learning Object, then an additional icon will appear just above the Quick Reference box. In this case, the user can link to a practice area to enforce the "instant learning".

• Related Topics - This box will contain a listing of Learning Objects that are related to the one currently displayed. This allows the user to quickly link to another piece of content on the same subject.

• Tips (not shown) - When additional suggestions/hints/working practices are available, another icon will appear above the Related Topics box. Here the user will be able to toggle between Related Topics and Tips.

• Help "on top" (not shown) - This allows the user to view the Quick Reference steps whilst working on their document, in the application, to complete the task.

• E-learning Content (not shown) - Microsoft have integrated their MEL (Microsoft e-Learning Library) of Office content with LearningGuide. This enables users to participate in formal learning where applicable.

If further detail is required a "Deeper Reference" is selected by clicking the icon above the Quick Reference box.

Here a page is displayed that provides a comprehensive explanation of the task. Hyperlinks to other files, web pages, company templates or even externally-linked content can be imbedded in the Deeper Reference.

LearningGuide Content

A Library of generic LearningGuide content is available including all versions of Microsoft's desktop applications including Word, Excel, and PowerPoint and Lotus Notes V6 for example. This content will be of great assistance to your users by enabling them to resolve common desktop application queries for themselves in a matter of minutes, while continuing with their work. CLIENT specific examples can be easily developed to ensure the support is a meaningful intervention, relevant to actual working tasks performed at CLIENT and including company templates, processes and procedures.

LearningGuide Implementation

LearningGuide is a software application that is installed on an organization's network, and can be configured to provide information about organization documents, working procedures and proprietary desktop applications. LearningGuide can also be accessed over the Internet or in a "stand alone" CD version to accommodate remote laptop workers.

The results offer an effective, ongoing and highly cost-effective solution to delivering and maintaining an entire organization's desktop training needs.

With ongoing use, the LearningGuide becomes a performance support tool that results in more effective use of the technology. This happens with short two-to-five minute learning queries. LearningGuide helps your people to learn and discover new possibilities while working enabling them to identify the task they wish to perform, within the LearningGuide, and LearningGuide then takes the user through the various steps to resolve their query/complete their task.

This "problem resolution" process becomes a habit: users are first presented with a series of potential solutions to their query and are then able to select the most appropriate learning example with the confidence of knowing it is the most appropriate solution and follows the latest company policies and procedures.

LearningGuide changes Help Desk Support

By providing a performance support solution, LearningGuide has typically changed the nature of calls received at an organization's help desk, helping to free-up help-desk operators to resolve more complex desktop queries.

This can have a dramatic effect. Industry studies have shown that on average employees contact their Help Desk 3 to 4 times per year, with each call typically costing approximately £12 - £15.

LearningGuide can be implemented with the use of e-signs - a successful method of extending learning and an increasingly popular implementation tactic used by LeaningGuide customers and experienced users of e-learning. An e-sign is a "HOW TO" e-mail which contains a reference to the LearningGuide object by way of a hyperlink enabling the learner to be guided to the right learning example.

A sample e-sign is shown below.