olf49 202 frueh presentation slides handout v2

Using the Right People and Processes to Engage

Globally-Distributed SMEs Ben Frueh, Pegasystems Inc.

Produced by

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 Instructorbenfrueh@gmail.com

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 Morrisseybenfrueh@gmail.com shawnpm@gmail.com

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! benfrueh@gmail.com