Thursday, April 26, 2007

Client eLearning Examples

Three weeks ago, I lamented the fact that I could not find good examples of eLearning applications that help an organization's clients or potential clients figure out how to use their products or services. Well, faithful readers have come to the rescue and sent me a few examples.

Not surprisingly, two of these examples are from the telecommunications field, and are designed to help clients use cell phones, wireless mobile email devices and MP3 players. This makes sense, as these are technologically complex devices that can take some time to master (for codgers like me of course, not teenagers!).

Sony Ericsson

The Sony Ericsson website in the UK has a Learn About section where its clients can click through various tutorials on how to perform tasks on its cell phones and other mobile devices, such as downloading music, transferring files, synchronizing, sending text messages, etc. What I like about these tutorials is that they are story-based. They have characters in defined situations wanting to perform certain tasks with these communication devices, and learning from others (often friends or family) how to do these.

There are clean, simple graphics and users often click on different parts of images of the devices to get the results they want. In this way they mimic how to use the actual device and are more likely to remember the steps. In fact, users could go through these tutorials while simultaneously doing the tasks with the actual device.

These tutorials could be improved, however, by better and more extensive use of audio. They were eerily silent for the most part. Strange, given that people are learning how to use devices that transmit voice and music.

RIM

Like the Sony Ericsson site, Research in Motion has a site that has a numerous Blackberry 101 multimedia tutorials on how to use their mobile phone / email / Internet devices.










These RIM lessons follow a much more lock-step (do this, then do that, then do this, etc.) pattern than the Sony Ericsson tutorials. They have, as you would expect, great production values, but I didn't find them as interesting or compelling as the story-based, situational Sony Ericsson approach. And, in contrast to the Sony Ericsson approach, the RIM tutorials use a lot of sound. Too much so, in my opinion. It was a relief to have the option of turning off the pulsating and grating background music.

I think the ideal approach is somewhere between the more engaging story-based approach of Sony Ericsson and the sharp production qualities of the more boring and traditional lock-step RIM approach.

Instructables

While not an example of "client education," a reader pointed me to a site called Instructables. Here, anyone can post a tutorial (with text, pictures, call-outs, highlights, etc.) that guides one through how to build something as simple as invisible bookshelves, aluminum computer tables, or solar heaters for your garage, to more complex projects such as wind turbines and jet engines (not kidding). Readers can post reviews of and comments about these different projects, and ask the author questions.

I think the Sony Ericsson and RIM tutorial sites could have been improved by having users post questions and having them answered right there, much like the Instructables site. If one person has a good question, odds are that there are many more who would benefit from the answer. And these questions from real users could be used to improve subsequent versions of the tutorials.

Possibilities are Endless

We are just beginning to scratch the surface of what I would call online "self-service" learning. The possibilities are nearly limitless. I really see great potential for organizations providing more and more opportunities for clients to help themselves. This makes good business sense. As a consumer, I prefer helping myself whenever possible (as long as you make this easy, interesting, and fun for me to do this). It certainly beats reading manuals written by engineers, or wasting my life away listening to muzak while on hold for the help desk. And, as the provider of a product or service, having good online learning supports will increase your client satisfaction levels, while at the same time lowering your client support costs (the best of both worlds).

7 Comments:

Anonymous Christy said...

Hello Rick,

I'm glad you liked the Instructables model! We consider our site to be a near-universal how-to platform; it would work equally well for a scientific publication's Materials and Methods section or a company's internal tutorials.

In fact, here's an example where it's been used to archive job-specific knowledge for substitutes.

We're still figuring out exactly how our members utilize the site- it's neat to see what they come up with. Feel free to drop me a note (canida+at+instructables.com) if you have any questions.

Best,
Christy

3:49 PM  
Blogger Rick Nigol said...

Hi Christy:

Thanks for your note.

I will be sure to keep an eye on Instructables the next time I have to figure out how to do something around the house...

Rick

4:21 PM  
Blogger qweaq said...

Welcome to enter (wow gold) and (wow power leveling) trading site, (Rolex) are cheap, (World of Warcraft gold) credibility Very good! Quickly into the next single! Key words directly to the website click on transactions!Welcome to enter (wow gold) and (wow power leveling) trading site, (wow gold) are cheap, (wow power leveling) credibility Very good! Quickly into the next single! Key words directly to the website click on transactions!Welcome to enter (wow gold) and (wow power leveling) trading site, (wow gold) are cheap, (wow power leveling) credibility Very good! Quickly into the next single! Key words directly to the website click on transactions!

12:07 AM  
Anonymous Anonymous said...

warhammer gold warhammer money warhammer accounts tibia money tibia gold tibia item runescape accounts buy runescape accounts runescape money runescape gold runescape gp runescape power leveling runescape powerleveling cheap rs2 powerleveling runescape equipment buy rs equipment runescape runes cheap rs2 runes runescape logs cheap rs2 logs runescape items buy runescape items runescape quest point rs2 quest point cheap runescape questpoint runescape gold runescape items runescape power leveling runescape money runescape gold buy runescape gold buy runescape money runescape items runescape accounts runescape gp runescape accounts runescape money runescape power leveling runescape powerleveling tibia gold dofus kamas buy dofus kamas wow power leveling wow powerleveling runescape questpoint rs2 questpoint Warcraft PowerLeveling Warcraft Power Leveling World of Warcraft PowerLeveling World of Warcraft Power Leveling Hellgate money Hellgate gold buy runescape logs buy rs2 items cheap runescape items Hellgate London gold Guild Wars Gold buy Guild Wars Gold runescape items rs2 accounts cheap rs2 equipments lotro gold buy lotro gold buy runescape money buy runescape gold buy runescape runes lotro gold buy lotro gold runescape money runescape gold cheap rs2 powerleveling eve isk eve online isk buy runescape power leveling rs2 power leveling tibia gold tibia item runescape accounts Fiesta Silver Fiesta Gold Scions of Fate Gold Hellgate Palladium Hellgate London Palladium SOF Gold Age Of Conan Gold AOC Gold ArchLord gold tibia money tibia gold runescape accounts runescape gold cheap rs2 powerleveling buy ArchLord gold DDO Plat Dungeons and Dragons Online Plat

2:51 AM  
Anonymous wowgolds987 said...

Place an order for wow gold on www.mmoinn.com is the best and securest way to power level your character to your desired high level fast. We have an outstanding world of cheapest wow gold experience. We have done a great number of orders for cheapest wow gold and have hundreds of orders for wow gold wow currently. We are sure that you cant get such an outstanding cheapest wow gold service as the same as we do. Our guys for cheapest wow gold are skilled gamers for years. They know how to power level your character in your satisfied way.

5:58 AM  
Anonymous Anonymous said...

情趣用品,情趣用品,情趣用品,情趣用品,情趣,情趣,情趣,情趣,情人歡愉用品,情惑用品性哥,情人用品性哥,情趣用品,AIO交友愛情館,情人歡愉用品,美女視訊,情色交友,情人用品性哥,視訊交友,辣妹視訊,美女交友,性愛,嘟嘟成人網,按摩棒,震動按摩棒,微調按摩棒,情趣按摩棒,逼真按摩棒,G點,跳蛋,跳蛋,跳蛋,性感內衣,飛機杯,充氣娃娃,情趣娃娃,角色扮演,性感睡衣,後庭區,SM,潤滑液,情趣禮物,威而柔,香水,精油,芳香精油,自慰,自慰套,性感吊帶襪,情趣用品加盟,情人節禮物,情人節,吊帶襪,辣妹視訊,美女交友,情色交友,成人交友,視訊聊天室,美女視訊,視訊美女,情色視訊,免費視訊聊天,視訊交友,視訊聊天,AIO交友愛情館,嘟嘟成人網,成人貼圖,成人網站,AIO交友愛情館,情色,情色貼圖,情色文學,情色交友,色情聊天室,色情小說,七夕情人節,色情,A片,A片下載,免費A片,免費A片下載,情色視訊,情色電影,色情網站,辣妹視訊,視訊聊天室,情色視訊,免費視訊聊天,視訊聊天,美女視訊,視訊美女,美女交友,美女,情色交友,成人交友,自拍,本土自拍,情人視訊網,視訊交友90739,生日禮物,情色論壇,正妹牆,正妹,成人網站,A片,免費A片,A片下載,免費A片下載,AV女優,成人影片

7:02 AM  
Anonymous Anonymous said...

デリヘル
東京デリヘル情報
立川デリヘル情報
町田デリヘル情報
新宿デリヘル情報
池袋デリヘル情報
鶯谷デリヘル情報
品川デリヘル情報
渋谷デリヘル情報
大塚デリヘル情報
横浜デリヘル情報
千葉デリヘル情報
埼玉デリヘル情報
大阪デリヘル情報
立川デリヘル情報
横浜デリヘル情報
渋谷デリヘル情報
池袋デリヘル情報
町田デリヘル情報
品川デリヘル情報
新宿デリヘル情報
鶯谷デリヘル情報
東京デリヘル情報
埼玉デリヘル情報
千葉デリヘル情報
柏デリヘル情報
大塚デリヘル情報
大阪デリヘル情報
札幌デリヘル情報
福岡デリヘル情報
仙台デリヘル情報
名古屋デリヘル情報
新潟デリヘル情報
就職保証人
賃貸保証人
保証人・就職
保証人・賃貸
私書箱・転送電話
民間私書箱
民間私書箱
日本総合私書箱
私書箱・福岡
私設私書箱
私書箱
セルライト除去
エステ脱毛
新宿マッサージ
アロママッサージ・新宿
保証人代行
アリバイ会社
エステ・渋谷
渋谷賃貸
風俗ホームページ作成
風俗ホームページ作成
札幌デリヘル情報
青森デリヘル情報
秋田デリヘル情報
岩手デリヘル情報
山形デリヘル情報
宮城デリヘル情報
福島デリヘル情報
群馬デリヘル情報
栃木デリヘル情報
茨城デリヘル情報
新潟デリヘル情報
長野デリヘル情報
山梨デリヘル情報
富山デリヘル情報
石川デリヘル情報
福井デリヘル情報
岐阜デリヘル情報
名古屋デリヘル情報
静岡デリヘル情報
兵庫デリヘル情報
京都デリヘル情報
滋賀デリヘル情報
奈良デリヘル情報
三重デリヘル情報
和歌山デリヘル情報
鳥取デリヘル情報
岡山デリヘル情報
島根デリヘル情報
広島デリヘル情報
山口デリヘル情報
愛媛デリヘル情報
香川デリヘル情報
高知デリヘル情報
徳島デリヘル情報
福岡デリヘル情報
大分デリヘル情報
宮崎デリヘル情報
佐賀デリヘル情報
長崎デリヘル情報
熊本デリヘル情報
鹿児島デリヘル情報
沖縄デリヘル情報

11:57 AM  

Post a Comment

<< Home