1. Maria Leggett Time Warner Cable
TU310: Moving to Performance Support Through a Single Source Content Management Strategy
We’re launching XYZ product and we need training.
When do you need the training materials?
We want to launch to our salesforce in 3 weeks.
3 weeks? I’ll see what we can do.
Yes. There might be other audiences that might need training. Our customer support groups should know out it. Our field personnel as well.
We will have to change everything for multiple audiences.
Maria Leggett
Time Warner Cable
@maria_leggett

2. You Know the Story… “We’re launching XYZ Product next month.”
“We need training.”
“Our documentation is not ready yet.”
Who has been through this?
-We all have pain points in training
-Last minute requests
-Impacted audiences haven’t been thoroughly vetted
-No information available
-BTW sales will also need to be trained
-We will have to change everything
“When will you have training ready?”
@maria_leggett

3. Materials/Contact Additional Material Download http://contlearning.com
Full PPT Presentation
InfoPath Template
Sample Schema
Implementation Plan
Contact
@maria_leggett
@maria_leggett

4. Learning Support at Time Warner Cable
Just like other learning and development departments, Time Warner Cable is challenged with designing training for a large audience with a small development staff.
Learning & Development supports training for customer-facing and customer support employees in sales, care and technical operations for 2 lines of business residential and business services.
Multiple audiences – cross functional training needs
Add data point – 11 designers – 25,000 employees
Learning & Development
@maria_leggett

5. Time Warner Cable Second Largest Cable Company in the U.S.
Over 15 Million Customers in 29 States
Three Lines of Business:
Residential
Business Class
Media
Employees
50,000
Who is Time Warner Cable?
@maria_leggett

6. Training Deliverables
Instructor-led Training
Virtual Instructor-Led Training
eLearning Courses
Huddles
Job Aids/Reference Guides
Video
Performance Support
Mobile App
Embedded System Support
You are familiar with the different learning deliveries.
At Time Warner Cable, we deliver different learning materials in different modalities in order to deliver learning that prepares our employees and gives us a competitive advantage.
Seeing screenshots of different deliverables - montage
@maria_leggett

7. Learning Products 359 Employee-Impacting Training Initiatives in 2013
Here is the amount of training we deliver
359 customer impacting initiatives
1042 deliverables – VILT, train the trainer, ILT, eLearning, ePerformance support
1042 Deliverables
@maria_leggett

8. Learning Design & Development Process
We employ a design process called the 4-D model that follows the ADDIE model. In this process we provide a time range for the different phases of design and development.
But as we all know, training development is often a lot more organic than systematic because training is often not included in the overall project planning or process
@maria_leggett

9. The reality is…putting out training fires
Short time to develop materials
Increased costs/Resources – need to add more resources to a project to meet timelines, hire outside vendor support
Redundancy of Information/Work – moving so quickly to address the training needs without having the time to determine if we already had the content that we could leverage. The team was working in isolation of each other.
REALITY
Training Fires
Lack of content documentation/SMEs
Long time to develop
Redundancy of information/ Can’t easily find existing training information

10. Design Materials Process
Create design documents from provided source documentation
Create facilitator guide, participant guide
and performance support materials
If you look at the traditional method of developing training content, it looks like this.
Create assessment and presentation deck
@maria_leggett

11. Resources Instructional Designer Instructional Designer
Facilitator Guide
Virtual Delivery
Facilitator Guide
Job Aid
@maria_leggett

12. The Definition Single Source Content Management
A system to develop content once and publish out to many different modalities.
Changes occur only once in the single source file and updated content is published out to the different modalities
Structure
Smaller content chunks
Separation of content vs. output
Collaborative development /interaction with the content
@maria_leggett

13. The House Roof Windows/Views Frame/Walls Blueprint Foundation
Analogy of the house – think of the different pieces of the house, foundation, framework/structure/ roof/ windows/views/ different people working on the house – different roles of people working on the house
Frame/Walls
Blueprint
Foundation
@maria_leggett

14. Foundation
Consistent pieces in the foundation
@maria_leggett

15. Framework Provide structure to the house Hold the house up
What holds the foundation together –
Modules and the topics
SMEs – would need to provide input to the structure of the modules and topics (people choose colors/order)
@maria_leggett

16. Roles Owner Contractor Inspector Expert @maria_leggett
Think of the role that you are in and how you view the house.
Owner is the stakeholder – wants to see everything
Contractor is the Instructional Designer – wants to look at how all the components fit together – view detailed oriented
Expert is the SME for the content – concerned with a particular room
Inspector is QA person or compliance – wants to ensure everything is correct and in compliance with established standards
Inspector
Expert
@maria_leggett

17. Windows & Doors Owner Contractor Inspector Expert @maria_leggett
Consider who is in the house and the views that they would see. The front of the house might be facing the ocean and the in the back of the house, you can see the mountain.
Windows in the house – view from the front of the house – beach and mountain in the back
ILT view
eLearning View
Consider the security of the house.
SME only has access to certain rooms. Don’t want to give them the key to everything
Inspector – will ask for the keys to the particular rooms – have to give them key
Must request access/permission to different areas
Inspector
Expert
@maria_leggett

18. Building the House Purpose Activity Structure
Brainstorm the learning elements and design for a single source content management system
Activity Structure
Pieces of the process
Roles in the process
Changes in the process
Let’s build a house. Here is an example of a house. Your house may not look like this but will be similar in structure.
The purpose of this activity is to construct the components of a single source content management system in the physical representation of a house.
Let’s build a house.

19. Activity Instructions
Find the flipchart that matches your puzzle piece
Using the flipchart, brainstorm the components for design of a single source content management system.
Foundation
Framework
Windows
Roof
Let’s build a house.
The purpose of this activity is to construct the components of a single source content management system in the physical representation of a house.
Directions:
You will break into groups of four.
Each group will have a bag with pieces needed to build a house representing the components of single course development.
There are different roles in this process. Each person selects a role to represent in the process.
Owner/Stakeholder
Contractor/ Instructional Designer
Expert/SME
Inspector/QA
Build out the house:
Foundation (octagon ) – The foundation pieces of the house represent the base for any learning product.
Business Drivers, Goal, Objectives, Measurements of Success
Framework (square) – What holds the foundation together – Topics
Build out the roof of the house. Consider…
Audiences (circles) – How will this learning product be delivered. Consider how it is related to the audience
Modality (Triangles) – Who needs this training. Determine your audiences.
10 Minutes

20. Changes Add a room addition Replace the windows
What happens when you have an audience change or addition to your materials? (audiences, modality)
With single source design, you still have the foundational base and can add or modify the pieces

21. Learning Design & Development Process
This is how we did it.
All housed under one roof. Everything in the same structure – representative of our process
Make design 2 & 3 connect together and highlight the efficiencies
Efficiencies around formatting in word – tables, footers, section headers

22. InfoPath Part of the Microsoft Office Looks similar to Microsoft Word
Collects and distributes form information with no programming
Information collected is reusable because content is collected in XML format
Create multiple views of the information for different tasks or people

23. After Single Source Design
Facilitator Guides
Web-Based Courses
Huddle Guides
<XML>
Participant Guides
Job Aids
Imagine working with only one document source to create training no matter what the modality or output. Single source content means that that the creation and editing only need to occur once.
Using a XML (extensible Markup Language) which is a platform independent language provides the flexibility to publish to different mediums.
Assessments
Reference Guides
Mobile Devices

24. After Single Source Design
Training Deliverables
Design Views
Facilitator Guide
Project Definition Report
Source
Document
eLearning Course
Design Document
InfoPath
(XML)
Technology: XSLT/VBA
Sales Job Aid
Design Document
(SMEs)
Here is how we did it.
Job Aid
Customer Service Job Aid

25. Foundation: Project Definition Report – InfoPath Design

26. Foundation: Project Definition Report - User View

27. Foundation: Project Definition Report - User View

28. Framework: Design Document- User View

29. Framework: Design Document- User View

30. Framework: Design Document- User View

31. Framework: Design Document- User View

32. Framework: Job Aid - User View

33. Framework: Job Aid - User View

34. Framework: Job Aid - User View

35. Topic 1
Topic 2
Topic 3
Topic 4

36. Training Material Efficiencies
Formatting/Layout
Table Layout
Headers/Footers
Directives
Page Numbering
Graphics
Course Time Calculations
Make design 2 & 3 connect together and highlight the efficiencies
Efficiencies around formatting in word – tables, footers, section headers

37. Word Conversion

38. Word Conversion

39. Why Single Source Development?
Reduces development time
Reduces costs
Provides a consistent and structural approach to design and development
Separates content from presentation
Allows for reusability/portability to other applications
Key Driver: Make materials as economic as possible while delivering effective training

40. Materials/Contact Additional Material Download http://contlearning.com
Full PPT Presentation
InfoPath Template
Sample Schema
Implementation Plan
Contact
@maria_leggett

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