Author Archives

Peggy Salvatore

Peggy Salvatore writes on business and health care issues, and she is a proud mother of three.

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Podcast Episode 5: The Importance of Interviewing Experts and Sharing Information

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In this episode of the Working with SMEs podcast, Nathan Eckel and I touch on a few issues regarding the importance of interviewing experts in an organized way and the value of information-sharing in a learning organization.

A few things we talk about today include:

  • decide what is important in your organization before you decide who is important in your organization
  • the value of interviewing your employees in an organized way for training purposes
  • why you need to have a culture of sharing information among employees in a learning organization

Thank you for listening to the podcast. Please add your thoughts and comments below.

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Work with Your Experts the DIY Way: Introducing the Working in SMEville Workbook

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Several people have asked me to put together a DIY version of Working with SMEs with worksheets and step-by-step checklists, templates and guidelines to show you exactly how to work with your subject matter experts. Done.

Working in SMEville: A Workbook is now available in an 8X10 inch format that you can write in, copy pages, and use in a way that gives you a step-by-step method for getting information from your expert in a linear way.

The workbook is in two sections. The first section is a distilled version of a workshop about the 10 Types of SMEs and how you can work together to overcome specific, common hurdles. The second section is the step-by-step guide with templates and worksheets to help you gather information, verify it and evaluate your work in a systematic way.

Working in SMEville: A Workbook is a quick way to immediately apply the Working with SMEs methodology step-by-step in a DIY way.

We hope this inexpensive workbook helps you through the process of working with your subject matter experts and managing knowledge transfer in a systematic way.

We are interested in your comments and feedback below.

 

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Podcast Episode 4: How to Position Your Company for a Knowledge Transfer Best-Case Scenario

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In this week’s episode of the Working with SMEs podcast, co-host Nathan Eckel and I discuss the three knowledge transfer scenarios in which a company will find itself: Best case, worst case and second worst case.

Find out which scenario your company is living today, and how to up your game (if you need to!).

 

In summary:

The worst case scenario is that your employees with your most valuable, critical skill sets have already left and you will never see them again. Ouch!

The second worst case scenario is that your employees with your most valuable, critical skills sets have retired but you can get them back – on their own schedule, at their own price.

The best case scenario is that you use the last, best years of your most valuable employees’ tenure to capture what they know so you can pass it on.

Which reality are you living today?

We’d like to hear how you handle the expert knowledge capture in your organization. Please comment below.

 

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Company Culture Promotes Right-the-First-Time Attitude

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Last week, I attended the AGXPE regional meeting where we had info-packed sessions on the process of getting compliance documentation right. It was a pharmaceutical-focused group so we had a lot of discussion around FDA inspections. But, as any industry under regulatory supervision knows, the kinds of best practices and standard operating procedures that guide safety can be found in any manufacturing environment where employee and customer lives are on the line.

Two perspectives emerged from the sessions. First, the group discussed the many issues involved in getting data right the first time. Second, the group wrestled the issue of quality control checks on the back end. In both cases, many of the same attitudes and issues underlie the problems that result in faulty data and information capture that, in the case of pharmaceutical manufacturing, often result in lines shut down, batches thrown away, lots recalled or patients injured.

To get to the heart of the accuracy of initial data entry and quality control, you have to take a close look at what causes human error. Causes are almost as varied as the humans involved.

The AGXPE group had its share of trainers in attendance, and training people know that they are the first stop when a performance issue is uncovered. Training people also know that often the problem can’t be solved with training alone.

A complex human problem, especially this one, cannot be narrowed down to one or two specific issues with a couple of quick and neat little fixes. What really is going on is a complex web of human knowledge, skills and attitudes that come both from the personal background and experience of individual employees combined with the culture of the organization.

This is where the organization can affect the outcome. The one thing organizations can address and control is the culture. A right-the-first-time mentality can be cultivated, encouraged, rewarded and modeled from the top down. In fact, it is the only way that a company can reinforce behaviors that it values.

After employees are imbued with the company culture of responsibility and accountability at the source where information is captured or products manufactured, then training can come in and do their jobs by providing guidance and methods for achieving excellence the first time.

If solving the complex reasons behind human error were simple, the problem would not exist. But if solutions were impossible, near-perfect performance would not already be happening in plants around the world where examples of human excellence abound.

 

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Podcast 3: Challenges and Opportunities of 5 Generations in the Workforce

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Today, co-host Nathan Eckel leads the verbal charge in a discussion about the training, learning and communication challenges and opportunities of 5 generations in the workforce.

The U.S. Bureau of Labor Statistics tells us that we have 5 generations working and contributing in the workforce until 2020.

Listen as Nathan and Peggy discuss the exciting ways that the 5 generations affect corporate culture, communication, learning and knowledge transfer.

To recap, the 5 generations are:

World War II

Baby Boomers

Generation X

Millenials

Gen 2020 – born post-2000 and entering the workforce this year 2017 as they begin to graduate from high school.

We welcome your comments below.

 

 

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12 Great Questions When Interviewing an Expert

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bubble wrap  The interview process is a big part of working with subject matter experts. Your curiosity is your greatest asset when you are talking to an expert whether you are looking for information for an article, a book or a training program.

Capturing expertise and packaging it for transfer to others is a bit like moving precious cargo and surrounding it with bubble wrap. You want it to arrive safely and look the same coming out of the box as it did when you put it in.

In journalism school, you  learn a bit about how to structure an interview including getting simple facts straight like spelling someone’s name and title correctly and jotting down the date and time you spoke with them. Those little hacks are good to apply to any interview, anytime, for any purpose.

If you don’t know much – or anything at all – about a subject that you have to write about, here are a few starter questions to get you on a path to uncovering the important information that will help you develop a strong document.

These following questions are suggestions, and as such, they are broadly worded so you can adapt the questions to your situation.

Ask about:

1.                  Length of career, education, history with company or field

2.                  Details of studies or techniques

3.                  Ways this may differ from current knowledge, skills, attitudes

4.                  Any simple steps, shortcuts or easy ways to remember this information

5.                  Ways this information can be applied immediately

6.                  Any warnings or special care instructions

7.                  Variations or exceptions to the knowledge provided

8.                  When and where to apply knowledge

9.                  Types of exercises or practice to reinforce knowledge

10.              Any anticipated changes in this knowledge, field, technique

11.              “Is there anything I didn’t ask you that you think should be included?”

12.              Date and time of next interview or check review schedule for materials created

One Last Tip

The good stuff is usually in the follow-up questions that you ask. Often, people will provide only basic information or will forget some important detail to the above questions. After your interviewee has answered the question, find a nugget in their answer that you find interesting and ask more about it.

Now you are getting to the gems. And they will appreciate the fact that you are listening and showing genuine interest.

What are your favorite interview questions? Please comment below.

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Podcast 2: Capturing the Right Knowledge at the Right Time

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Welcome to Episode 2 of the Working with SMEs Podcast. Today, Nathan Eckel and I talk about 4 questions that commonly arise when we talk to corporate executives about managing the knowledge of their internal experts. (Listening time: 16:25)

Listen as Nathan and I drill down into these four questions:

1. Are we talking to the right experts?

2. What knowledge should we capture that is most important to the business going forward?

3. What knowledge needs to be captured immediately as opposed to eventually?

4. If we have limited resources or limited time, which experts should we speak with first?

Are you using your valuable, finite resources to capture the right experts?  Please comment below!

Corporate Advisory Council Conference

Twice a year dozens of professionals in the field of e-learning travel to Bloomsburg Pennsylvania to attend the Department of Instructional Technology and Institute for Interactive Technologies’ (IIT) Corporate Advisory Council (CAC) Conference.

The three-day event provides corporate professionals with an opportunity to see the latest in e-learning software, learn the latest thinking about learning and to become educated in instructional technology as well as give back to the field. The event allows professionals in the field to directly interact with students who are preparing to become instructional designers and developers. The students prepare a 20 minute presentation and are then asked questions by the Corporate Advisory Council members, in turn, the students and CAC members interact, exchange ideas and learn about the field in the energetic three-day event.

Date: April 12, 2017
Time: TBD
Event: Corporate Advisory Council Conference
Topic: 3 Clear Strategies for Finding , Capturing & Transferring Retiring Expertise
Sponsor: Department of Instructional Technology and Institute for Interactive Technologies
Venue: Bloomsburg University
Location: Bloomsburg, PA
Public: Public
Registration: Click here to register.
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For Trainers and Instructional Designers: Your SME is Valuable During Evaluations

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bostonredsoxspringtrainingschedule_2017 This blog is “inside baseball” for those who write training programs.

Recently, I wrote about how the subject matter expert is most involved in the design phase of your training program when you are doing knowledge capture. But an expert can be helpful during all phases of your training program. Experts who are with you every step of the way add more to your program’s depth and richness, and contribute to the learners in ways beyond a mere “information dump”.

As part of your course design, you most likely have included evaluation of the material, perhaps using Kirkpatrick’s 4 Levels or some other validated evaluation process. As you get feedback on your course, make sure your expert is included in getting feedback from the evaluations so he or she knows what is working and where the course is not hitting the target.  The expert can remain a valuable asset as you adjust the course in response to evaluations.

Here are a few ways your expert can participate in the types of evaluation based on The Kirkpatrick Model, with which most instructional designers are familiar.

·         Level 1 Reaction: This measures learner satisfaction and “the degree to which participants find the training favorable, engaging and relevant to their jobs” to quote Kirkpatrick.  Let your expert know if the learners enjoyed the content. This is particularly important if the SME also participated as a live classroom trainer. If they were rated as a trainer, share their scores with them.

·         Level 2 Learning: This measures learner retention and “the degree to which participants acquire the intended knowledge, skills, attitudes, confidence and commitment based on their participation in the training” according to Kirkpatrick. Your expert may be best suited to determine if the learner gained the knowledge that the course set out to teach by reviewing the tests and assessments.

·         Level 3 Behavior: This measures learner application on the job and “the degree to which participants apply what they learned during training when they are back on the job” Kirkpatrick says.  Your expert may be one of the people, in collaboration with their direct supervisors, who can assess if learner performance reflects correct application of the material on the job.

·         Level 4 Results: This measures if business goals are reached and “the degree to which targeted outcomes occur as a result of the training and the support and accountability package” according to Kirkpatrick. Depending on the view of the expert regarding the long-term strategic objectives of the business, the expert may be able to help assess if learner performance is supporting the business and the outcomes desired. If performance is not advancing business goals, some experts have strategic insight into how to adjust the content to support the business. In many cases, however, experts are focused on one particular area of the business and may not see the bigger picture. But it is a good idea to include your expert in this information and get their feedback anyway.

The important takeaway here is that when you employ experts, they are often valuable to your training, information collection and overall business goals in ways that may not be immediately obvious. Therefore, if you are engaging your subject matter expert in your training program, make every attempt to engage them during all phases of knowledge transfer.

Experts more often than not can contribute in ways that even they do not know. It’s your job as a trainer and instructional designer to make sure you are getting the most benefit from their experience.

 

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Podcast Premier: Lifelong Learning and a Department of Human Potential

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Welcome to the premier of the Working with SMEs podcast. In this first episode, Nathan Eckel, author of Open Source Instructional Design, joins me as co-host in a discussion on the importance of lifelong learning. Nathan and I recorded a dozen episodes and they will appear in this blog space on Thursdays.

In this episode, we discuss the ways that people have become 24/7 learners aided by an all-info, all-the-time culture, and the implications that this kind of learning has for business.

Thank you for listening to this edition of the Working with SMEs podcast. Let us know if you like this format in the comment box below.