One-stop knowledge shop
Today customers want a portal to a wide range of user-support services including
just-in-time training, customer-support, and detailed reference documentation.
This presentation demonstrates real-world examples of how enlightened organizations
are providing users with a one-stop knowledge shop, which answers questions
completely and economically. You will see live demos and behind-the-scenes "how
did they do that" explanations. We will show you how you can:
Minimize the distance between question and answer.- Just give them the answer with job-aids, calculators,
checklists, quick-reference cards, and e-consultants.
- Let users practice what you preach.
- Capture best-practices and make them available to users.
- Help users help each other.
- Make customer-support a natural extension of Help.
- Mentor and tutor learners.
- Tap the company's collective brain.
- Provide an enriching experience with additional media.
- Be fun. Yes, you read that correctly.
- Assist learners search the Web.
Handout files:
Examples: www.DesigningWBT.com
Related items
Courses:
E-learning
by design, Documentation by design
Book: E-learning by Design