Training and Process Documentation - purdue.edu · Training and Process Documentation Strategies for Onboarding Success June 7, 2016. ... What is Business Process Documentation? Where

Training and Process Documentation

Strategies for Onboarding Success

June 7, 2016

OBJECTIVESWhat you’ll be able to do:

2

• Identify and apply strategies for Onboarding Success

– Identify and apply best practices for creating or revising training programs

• Identify when process documentation is needed

• Identify how to approach writing process documentation

• Visually see some examples of various formats of documentation

WHY DO WE TRAIN?Audience Response

3

Starting backwards…

4

• Start with the questions, and lead your learners into the answers.

– Why should they learn it?

– What will they learn?

– How will they be evaluated?

– How can they improve next time?

Best Practice: Providing Rationale

5

Explain why

learners should

learn the

content, and

how it applies

to their work.

Image: https://www.flickr.com/photos/groundswellzoo/8314064918

(Stolovitch & Keeps, 2011; Prensky, 2010)

Best Practice: Make it RealMakes the information more…

6

RELEVANTREAL

(Stolovitch & Keeps, 2011; Prensky, 2010)

Best Practice: Writing Performance Objectives

7 (Stolovitch & Keeps, 2011; Prensky, 2010)

Inform learners

of what they will

be able to do

after completing

training.

Best Practice: Measurable and Achievable

8 (Stolovitch & Keeps, 2011; Prensky, 2010)

Performance Objectives = Performance Goals

Action

Verbs

Recall

Create

IdentifyWrite Explain

Answer

Which is measurable?

9 (Stolovitch & Keeps, 2011; Prensky, 2010)

Choice 1: Know the difference

between the start button and the

stop button 100% of the time.

Choice 2: Identify the stop and

start buttons correctly 100% of

the time.

Best Practice: Design Activities to meet Objectives

10

• Give learners

things to do that

help them achieve

the performance

objectives.

• Engage them!

AUTHENTIC

LEARNING

Solve a

realistic

problemAnswer a

relevant

question

Perform a

task

(Stolovitch & Keeps, 2011)

Kaizen - Learning by Doing

11 (Stolovitch & Keeps, 2011)

Van Tiem, Moseley, & Dessinger (2012)

“Knowledge remains just knowledge

until we put it into action.

Practice is the best way of learning,

and wisdom emerges from practice. ”

Best Practice: Evaluation & Feedback

12 (Stolovitch & Keeps, 2011)

Check to see if the

learners have mastered

the performance

objectives.

Correct them when

they are incorrect.

Confirm when they are

correct.

(Stolovitch & Keeps, 2011)

What is the end result of using these best practices?

13 (Stolovitch & Keeps, 2011)(Stolovitch & Keeps, 2011)

What is a Process?

14

Process Documentation

15

- Action oriented

- Outline steps to take

- In the proper order they should be taken

- Solid

- Precise

- Factual

When?

16

- Important

- Complex

- Steps are being missed/incorrectly completed

- Lengthy

- Routine (but essential)

- Consistency demanded

- Involves change

- Confusing

Considerations

17

- Readers NEED to know

- Assistance/Guidance

- Exceptions

- Technical Issues

Information Gathering

18

- Experts

- Long time staff

- Stakeholders

- Technical staff

- Users of the procedure

- Notes

- Surveys

- Flow Charts

Asking the right process discovery questions elicits the answers you need to be effective

Writing a Draft

19

- Write actions in order they are to happen

- Avoid too many words

- Communicate clearly

- Active voice

- Lists and bullets when necessary

- Careful use of jargon and slang

Assess Design Elements

20

- Flowcharts

- Screenshots

- Checklist

- Highlighting

Putting Your Draft into Practice

21

- Users completing the task

- Review for accuracy/gaps

- Update with any changes

- Publish final document

- Review and update annually

REFERENCES

25

● Prensky, M. (2010). Teaching Digital Natives. Corwin: Thousand Oaks.

● Stolovitch, H. and Keeps, E. (2011) Telling Ain’t Training. ASTD Press: East Peoria.

● Van Tiem, D. Moseley, J. L, and Dessinger, J. C. (2012). Fundamentals of

Performance Improvement: Optimizing Results through People, Process, and

Organizations (3rd edition).

● What is Business Process Documentation? Where and How is it applied? (n.d.).

Retrieved May 13, 2016,

from http://theprocessconsultant.com/process-documentation/

● Writing a Procedure: Making Sure Things Are Done Without Mistakes or Omissions.

(n.d.). Retrieved May 19, 2016,

from https://www.mindtools.com/pages/article/newTMC_78.htm