Enterprise Software Training Curriculum and API inquiry

Still looking for any insight, thank you for your time.

This is something that interests me as well.  Did you find any solutions?

Hi Taylor - I build software sims, and my approach is usually task-based vs feature based. One of my favorite examples is a super oldy, built in Storyline 1!  http://articulate.demos.s3.amazonaws.com/sales_orientation/story.html - I have always liked the way they approached the software part. Click on the "Sales Admin" job role and you'll see how they treated it. I also like Tom's http://blogs.articulate.com/rapid-elearning/create-interactive-course-using-single-image/ - not specifically for software, but I could easily see it working for some types of software. 

Best practices for software training - that's a good topic idea! Feel free to reach out and maybe we can collaborate on an article and do some research together?

Hi Jane,

Here are two of my favorite examples:

• Storyline 360: Review 101 Software Sim
• E-Learning Heroes 101

I hope that's helpful! :)

Thank you, Holly. I appreciate your help. I like the concept of creating
an interactive course with a single image. I had a similar idea in mind.
I tried to run the sales job course but was not able to select the Sales
Admin role. The only hotspot on the page was to turn off the lights. Is
there something I have to install to run this course?

Jane

Thanks Allison,

Those are great examples of software courses. The task I am teaching is how
to integrate API calls into a C source code file. There is no graphical
user interface. It is based on C programming API function calls. There is
some overview information that has to be taught before the API workflow.
I'm trying to figure out how to make it interactive.

Jane

Ah ok! That is definitely an additional challenge. It's hard for me to really grasp what that could look like since without seeing a screencast of what you're actually teaching. Are you able to share that?

Hi Allison,

I can't send a screencast, unfortunately. What I would capture and send,
if I could, would be source code for a sample application in an editor.
The user would then follow these steps:

1. Include 3 header files to the top of the file
2. Add new variables that will be used as API function parameters
3. Add code to assign values to the new variables
4. Decide where to add the API calls
5. Add API calls in a specific order
6. Possibly add code to handle errors (unless we decide to leave this
out for simplicity)

This would serve as a simple example, but actual user code could be much
more complex when they actually integrate our API.

Before the user can make the code change, they need to understand

- The service they are integrating
- what the API does
- use cases for using the API
- key concepts
- how the API fits into the architecture of the service

Jane - here's how I would approach your course:

Use hotspots on where they'd enter the code (you could use whatever editor you like - notepad ++ or Atom or Sublime... When they click on the hotspot, then they can do a data entry field

If they enter the variables and code correctly, then they'd get confirmation feedback with context. If not, you could offer them a hint or other way to nudge them along.

You could then jump to a point where the API calls are already displayed (#5) and allow them to move the code into the right order, giving you a chance to give feedback.

You can also use multiple choice questions for #6. e.g "Now that we've got the API call set up, which code would you add to handle errors?"

You don't have to follow all the steps in a sim, you can do some data entry, and sprinkle in other things that give you an opportunity to add context and instructional feedback. 

Hope that helps, let me know if I can help further!

Thanks so much, Holly. I love those ideas! I appreciate your help.

Jane

Hey, this post picked up! 

So after a year of trial and error... lots of error. Here is what I /we have found the most effective for our training and KB content. 

Tool Kit:

1. Camtasia - Training Videos and GIFs
2. SnagIT - Image callouts, and standardized
3. Articulate - Course and interactive content creation.
4. Adobe Suite - High-end Visuals, Corporate Videos, Motion Graphics, Vector Art, marketing icons, etc.
5. Google Suite - Document creation and hosting
6. Zen Desk Support and Guide - Ticketing system and our Knowledge Base
7. Amazon S3 - used as our LMS rather than paying someone else to do it.
8. Document all application features and functions. Clear, quick, and zero fluff.
9. PowerPoint  - Decks, Splash Screens, Titles, Shapes, Icons, etc
10. Google Analytics

Process:

Goal: Self-service training structure to mitigate the need for additional support engagement and most importantly drive adoption. 

1. Create a project charter to identify needs and priority.
2. Establish a "review group," which is made up of team members from all departments.
3. Create Style Guides for articles and visual content such as videos, graphics, GIFS, images.
4. Create a Language Style guide. In my experience, I found that creating a document of common generic phrases my team can leverage rather than having to create original text for each article, which can lead to lack of consistency and missed information.
5. Set realistic weekly goals to approve and publish content. We did ten articles per week.
6. Publish Articles into KB. 
7. Based on engagement metrics produced via GA we can see where our customers are searching, clicking, and engaging with the most. We then correlate that with the specific customer's usage metrics within the application itself, which allows us to address customer needs with data, rather than assumption. 
8. Based on the needs assessment we create content to support.
1. Videos: "tell the story." We use videos to tie everything we provide within the KB and through our training sessions. Think of best practices, pro-tips, Power User.
2. GIFS: Multi-step functions.
3. Numbered Graphics: Image with numbered callouts to indicate steps. e.g., access profile. If the feature/function has more than three (3) actions, we will use a GIF.
4. Graphics: For clearly explaining workflows, hierarchies, processes.
9. Rinse and Repeat. 

Tips:

1. Always document which articles have visual content within them and keep that content in a backup folder.  If not you are SOL when there is a brand/product update resulting in an overhaul of the KB.
2. For creating visual content, there must be three use cases for the time to be well spent. One-off content is a no-no and not scaleable.
3. "I Don't like this" is not feedback.
4. Don't reinvent the wheel. 
5. Marathon, not a sprint.
6. Developers will never think like a customer.
7. Consistency is KEY.
8. Well kept KB can act as both an internal and external training ground for new hires and new customers. 
9. Keep it at a 3rd-grade reading level. I always ask "would my grandma understand this?"
10. Always ask yourself, how would I want to learn this information?
11. Words matter. Jargon is for the birds; knowledge articles and training are not a platform to showcase how brilliant we are. 

Thank you, Taylor, for the OP and your recent follow up post with tools, processes and tips! I am a fan of transparency and sharing how we do things with one another. My favorite piece of wisdom from what you shared is: "knowledge articles and training are not a platform to showcase how brilliant we are." This is so true - and so important to keep in mind for those of us creating software / systems training.

I'd love to connect and discuss ideas. Thanks Holly.

Laura, thank you for sharing your thoughts, it is always appreciated to hear what resonates with readers.

I love that you are using GIFs as part of the solution. Very clever.

The tips are great guiding principles - something that every project should include.

Thanks for sharing Taylor.