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Using the Right People and Processes to Engage
Globally-Distributed SMEs Ben Frueh, Pegasystems Inc.
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May 15 & 16, 2008
202
Managing Interpersonal and Team Dynamics for Success
Managing Interpersonal and Team Dynamics for Success May 15 & 16, 2008
Page 1Session 202 – Using the Right People and Processes to Engage Globally-Distributed SMEs – Ben Frueh, Pegasystems Inc.
Using the Right People and Processes to Engage Globally‐Distributed SMEsBen Frueh, e-Learning System Architect and [email protected]
Copyright © 2008 Ben Frueh and Shawn Morrissey.
Permission is granted to copy, distribute and/or modify this document under the terms of the GNU Free Documentation License, Version 1.2 or any later version published by the Free Software Foundation; with no Invariant Sections, no Front Cover Texts, one Back Cover Text:
Content by:Ben Frueh Shawn [email protected] [email protected]
A copy of the license is included here in the section entitled "GNU Free Documentation License": http://www.gnu.org/licenses/fdl‐1.2.html
GNU Free Documentation
Managing Interpersonal and Team Dynamics for Success May 15 & 16, 2008
Page 2Session 202 – Using the Right People and Processes to Engage Globally-Distributed SMEs – Ben Frueh, Pegasystems Inc.
1) Case study: Pega Learning Center
2) Building a great e‐Learning team
3) Selecting subject matter experts
4) Understanding root causes of bad e‐Learning
5) Implementing the e‐Learning chinese wall
6) Efficiently extracting content from remote SMEs
7) Using a mobile studio for remote presenters
Topics
Hello. I am Shawn Morrissey, Principal Instructor and e‐Learning content expert at Pegasystems. I am generating revenue today and can only be with you in spirit.
Polls 1, 2, 3
Managing Interpersonal and Team Dynamics for Success May 15 & 16, 2008
Page 3Session 202 – Using the Right People and Processes to Engage Globally-Distributed SMEs – Ben Frueh, Pegasystems Inc.
Case Study | Pega Learning Center
Pegasystems is a market leader in Business Process Management software.Their flagship product is PegaRULES Process Commander (PRPC).
System Architect
Core Technologies and Tools
Adobe ConnectTraining 6.0
MicrosoftSharePoint 2007
Managing Interpersonal and Team Dynamics for Success May 15 & 16, 2008
Page 4Session 202 – Using the Right People and Processes to Engage Globally-Distributed SMEs – Ben Frueh, Pegasystems Inc.
Polls 4, 5
A Project Manager has the responsibility of the planning, execution, and closing of any project and is accountable for accomplishing the stated project objectives.
A Media Producer creates a combination of text, audio, still images, animation, video, and interactivity content forms.
An Instructional Designer arranges media (communication technology) and content to help learners and teachers transfer knowledge most effectively.
A Subject Matter Expert is a person who is an expert in a particular area.
Great teams produce great e‐Learning
SME
ID
MP
PM
Managing Interpersonal and Team Dynamics for Success May 15 & 16, 2008
Page 5Session 202 – Using the Right People and Processes to Engage Globally-Distributed SMEs – Ben Frueh, Pegasystems Inc.
Build a team with cross‐functional competency
Team Member
Instructional Designer
Media Producer
Subject Matter Expert
Project Manager
Total Score
Ben Frueh 4 4 3 1 12
Shawn Morrissey
4 2 5 1 12
Donnie Robinson
4 4 2 2 12
Kim Seichter 3 2 2 5 12
Rating Scale0: Novice 5: Expert
Selecting SMEs
Adequate depth of knowledge
Great communicators
Available, committed, supported
Managing Interpersonal and Team Dynamics for Success May 15 & 16, 2008
Page 6Session 202 – Using the Right People and Processes to Engage Globally-Distributed SMEs – Ben Frueh, Pegasystems Inc.
SME manager support
Measure results
Use SME’s time efficiently
Show quantifiable benefits ($$$)
Root causes of bad e‐Learning | Ambiguous roles*
*DO train and encourage the Project Manager to perform tasksoutside the typical scope of project management.
DO NOT allow the Media Producer to unduly influence learning needs analysis and content production.
DO NOT require the Instructional Designer to become a media producer.
DO NOT allow the Subject Matter Expert do instructional design, media production or project management.
SME
ID
MP
PM
Managing Interpersonal and Team Dynamics for Success May 15 & 16, 2008
Page 7Session 202 – Using the Right People and Processes to Engage Globally-Distributed SMEs – Ben Frueh, Pegasystems Inc.
Poll 7
Root causes of bad e‐Learning | Straight to production
PowerPoint dilutes thought.‐ Edward Tufte
Imposing a design tool’s worldview on the e‐Learning content authoring process dilutes learning.‐Ben Frueh and Shawn Morrissey
Managing Interpersonal and Team Dynamics for Success May 15 & 16, 2008
Page 8Session 202 – Using the Right People and Processes to Engage Globally-Distributed SMEs – Ben Frueh, Pegasystems Inc.
Learning needs determine delivery needs
Design Tools
Courseware Authoring
Take a page from Wall Street’s playbook
e∙Learn'ing Chi∙nese' Wall'
A separation of the content development process and the media production process to avoid educationally unsound courses.
Chi∙nese' Wall'
A separation of persons within an organization to avoid conflicts of interest.
Managing Interpersonal and Team Dynamics for Success May 15 & 16, 2008
Page 9Session 202 – Using the Right People and Processes to Engage Globally-Distributed SMEs – Ben Frueh, Pegasystems Inc.
The e‐Learning Chinese Wall
SME
ID
MP
PM
Content Development Process Media Production Process
• Does not produce shippable assets• Must not think about presentation
• Mines SME’s brain• Determines course format• Uses classical ID methods
• Determines course format• Paper prototypes• Produces other courses
• Coordinates• Communicates• Assists
• Answers content questions• QAs course for technical accuracy
• Designs presentation• Builds out resources• QAs course against learning need
• Designs & builds presentation• Continually validates design• Focuses on keeping learner attention
• Coordinates• Communicates• Assists
e‐Learning Content Development
SME
ID
MP
PM
Analyze Learning Need
Create v1 Outline & Dump Assets
Create v2 Outline
Create VSBMeeting Room
Record VSB
Generate Raw Script from VSB
Create Final Script
Specify Course Resources
Coordinate, communicate and assist
Managing Interpersonal and Team Dynamics for Success May 15 & 16, 2008
Page 10Session 202 – Using the Right People and Processes to Engage Globally-Distributed SMEs – Ben Frueh, Pegasystems Inc.
Poll 7
Create Video Storyboards with Application Sharing Technology
SME
ID
MP
PM
Content Development Process Media Production Process
Connect Meetingor Similar
Managing Interpersonal and Team Dynamics for Success May 15 & 16, 2008
Page 11Session 202 – Using the Right People and Processes to Engage Globally-Distributed SMEs – Ben Frueh, Pegasystems Inc.
Video Storyboards efficiently capture SME knowledge
Professional audio on the SME’s schedule
SME
ID
MP
PM
Content Development Process Media Production Process
MobileStudio
Managing Interpersonal and Team Dynamics for Success May 15 & 16, 2008
Page 12Session 202 – Using the Right People and Processes to Engage Globally-Distributed SMEs – Ben Frueh, Pegasystems Inc.
Mobile audio recording studio
Wrap Up
1) Build agile, cross‐functional e‐Learning teams
2) Assign roles by project and follow a process
3) Draw a hard line between content and production
4) Keep the SME and media producer in check
5) Use application sharing technology to create VSBs
6) Bad audio is bad for learning ‐ make it good!
Thanks for listening! [email protected]
