Challenges of Developing Systems Training for Change Management

The prospects from the massively adopted, editor driven – rapid development, e-learning software such as Captivate and Articulate, have spurred an exponential growth in asynchronous learning. The benefits are clear: No more uninspired, lectured based or otherwise linear non interactive classes. One problem remains: How to present the information in such a way as to keep up with development cycles and updates without conflict and confusion in the lesson plan?

In a computer-based multimedia learning module all content presented is from an “authority perspective”, therefore it must be 100% correct and clear. In systems training there are often high order changes in the basic principles that crucially affect the choices on the screen and therefore these changes must be somehow captured and updated rapidly.

Example, in the systems course we might say that in the majority of cases the user will choose option 3 out of 5 possible ones. This information might be narrated (speech), in a text box caption or both. Then, after the roll out, a few weeks or a month down the line this content may no longer be valid and a stakeholder (usually a manager) challenges the validity of the training and demands a change. It is hard for the learning manager to keep track of the sources of each of the factoids and in some cases the content may be subject to debate.

How can we avoid this confusion?

In academic prose all information is referenced and therefore if a source is dated or needs updating it is easy in a document to detect, update and offer the new version. When designing engaging education modules in Captivate or Articulate we can do the same by presenting the information under a small picture of the manager, business manager or system architect that contributed it in the first place. That way if there is a question or a need for discussion there is a real time reference for anyone using the system. To do this correctly in my experience the instructional design team must follow these three steps:

1. Secure the quotes from the SMEs and capture them in the clearest and least confusing way. This might be a number figure an example or even a specific case.
2. The actual screen shot containing the quote and the photo with the title of the SME offering it must be communicated back to him or her for approval.
3. The information is entered into the system, preferably with a date in the caption.

Following these steps makes an update much easier to implement when one is suggested. Locating that particular is faster information because it will be tied to a name, photo and a real person. In some cases it is useful to keep the old slides and perhaps show both of them when there is an update. For example: In 2015 we said 85% of transactions were completed by the system in 25 seconds while today, in 2018 all transactions are completed in under 10 seconds. This technique looks great on screen, it shows continuity and builds system legacy.