Training Best Practices/Customizing - Low Cost QRGs

• Getty Case Study

Best Practice in Customizing Training - The Power of QRGs

Title:

Creating Quick Reference Guides (QRGs) that are specific to how we use software in our environment enables us to customize our training to our specific users at a low cost.

Description:

Because the J. Paul Getty Trust with [1] (1,500 employees) is a complex organization, that focuses on the visual arts, conservation, humanity research, and a philanthropy, it is important that training provided to the divergent knowledge workers, is very focused on the task or function that must be achieved, while framed in with the "WIFM" (What's in it for Me) and the Why for the Business.

Methods Used

To focus our efforts, decrease our design and deliver time, we created:

• A cheat sheet of questions to ask the Business Owner (sponsor) and the Subject Matter Expert (SME) on what success looks like, how is it used in the job, and the what is the single best way to accomplish the task.

• A Quick Reference Guide template that enable all trainers to quickly develop a core job aid. The Value of the QRG is that it really forces the trainer/instructional designer to work closely with the SME and business owner on what really needs to be accomplished.

Results

As a result any of our trainers can create Quick Reference Guides in just a couple days.

The template for the Quick Reference Guide template forces us to answer the questions of "why" are we making this change, what policies and procedures are changing, and then what are the core steps to achieve the job.

Techologies Used

To keep costs and cycle time down, we create the QRGs in Word.

Lessons Learned

• Though this sounds overly simply, too often when managing a Training Department, we become enamored in the tools. When one does not have much budget, or has a very short lead time, or does not have very experienced staff, the use of templates and check list enables us to do much more, much faster.

• By using the template, we can focus on how the software is used in our environment, and enables us to spend more time understanding how it contributes to the organization, while keeping it as simple as possible.

• Remembering that many of our users find technology annoying, really keeping it simple and task focused is extremely valuable.

• A reminder is that less is more. Our QRGs also called placemats are very valued, so that if a task is not done regularly, it is easy for a user to accomplish the task.

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