Ken Thomas - Instructional Designer | Instructional Design Job Aids & White Papers | Performance Intervention Options
The following tables describe the key intervention options available: To help guide your selection, use the Performance Analysis Quadrant tool to help define the underlying cause of the performance problem. Most solutions will consist of a combination of strategies. |
| Intervention | Description | When to Use It |
|---|---|---|
| System Enhancement | Improve the system(s) to better support the processes & procedures. | The policies, processes, and/or procedures are not supported by the existing system. |
| FAQ | A standard Knowledge Management System (KMS) asset. A FAQ is a set of "Frequently Asked Questions" (and their answers/responses) related to a specific topic. Answers may direct the reader to other related documents. | When implementing a new or modified policy, product, or procedure. |
| Bulletin (a.k.a., Update) | A Bulletin, or Update, is an announcement that contains a brief bit of information about a specific topic. The Bulletin typically directs the reader to other documents from within the text or in Related Links. The life span of a Bulletin is typically less than 90 days. If you wish to have the information available beyond 90 days, use a different asset. |
To bring short-term attention to a new or modified Policy, Procedure, Product, or System. |
| Article | An Article is the "junk drawer" of document types. It is used when all others don’t fit. | It's typical use is to present factual information (e.g., tables of data) or for more verbose, prose-style information. |
| Notification | A Notification is a special document that is used when a message must be posted in specific pages in Compass. The message is very brief and direct, and may direct the reader to the Source for more information. | (varies) |
| Procedure | A KMS asset in the Source. A set of steps a person performs in order to obtain a specified outcome. May consist of a set of steps, a step-action table, if/then table, or combination. A Procedure may link to other Procedures, either from within a step or Related Links. | To provide a procedural job aid (i.e., set of steps to follow). Often used as a resource to support training (Web Based or Instructor Led). |
| Process | A series of events or phases that takes place over time and usually has an identifiable purpose or result. It does not contain the detail a person needs to perform steps or actions (that would be a Procedure). Within a KMS, a Process may contain links to other Processes or Procedures that support specific phases of the Process. |
When you need to provide an overview of a single or repeated flow. Often used to provide overview or "big picture." |
| Policy | A KMS asset in the Source. Uniquely important information that governs a desired outcome. Policies provide guidelines, rules, laws, regulations, and so on, that govern the way a business performs, a department functions (for example, writing standards), or why or how a procedure is performed. Policies often appear as Related Links within Procedures. |
To present a new or changed Policy. |
| Corporate Quality Procedures | A KMS asset in the Source. This template is used when a topic requires a web portal. The need for these in a web-based system is much greater than and knowledge management system (KMS). Therefore, they are not used very often. The logic being that with a KMS, one searches for the information using the search tools, rather than drilling down thru web portal pages. However, there are some cases when both methods or a hybrid is needed. Hence, this template. | To create a web portal, or collection of Policies, Processes, and/or Procedures. |
| Resolution Flow (a.k.a., Call Flow or Decision Tree) | A KMS asset in the Source. A collection of related job aids (Policies, Processes, and/or Procedures) available via a set of decision points. The user answers questions (e.g., Who is calling - Patient? Physician?) and navigates to the appropriate job aid based on their answer. | When a procedure contains complex branches |
| Intervention | Description | When to Use It |
|---|---|---|
| E-Mail Notification | A targeted e-mail or series of e-mails sent to a specific target audience (e.g., by job title, location, team, level of performance, client). | To announce a new or changed policy or procedure. To promote a new (or upcoming) program or event. |
| Chair Drop / Poster Campaign | A quick reference sheet or poster, typically high-end production quality (e.g., color print, photo or quality illustration, glossy or card stock paper). | To gain emotional commitment to a policy or philosophy. To promote a policy, philosophy, or program. |
| Team / Coach Meeting | Topic added to regular team meeting or individual coaching session. Can be combined with quick Q&A (Question & Answer session) and/or role plays. | To present new or changed policy or procedure to a team. To reinforce positive trends or correct negative trends. To refresh team or individual on best practices. |
| Self Paced Workbook | A printed workbook with exercises (e.g., rate yourself in the following areas, how would you respond) the learner can work through at their own pace. Learners can skim over items of less importance to them and spend more time studying relevant pieces. | To provide self-paced activities the learner can do as remediation or work on when they are ahead of schedule. To provide an after-class resource the learner can use and refer to. |
| Video | Live action, animation, or combination delivered via video tape & television monitor OR online via Flash video. Typically high production quality. Video can be a highly effective medium, however recognize that learners have very high expectations of video (standards set by watching television programming and movies). If your video is of poor quality (poor scripting, poor acting, poor image quality, etc.), you're more likely to distract the learner than engage them. |
Engage the learner (the "WOW" factor). Present testimonials "in their own words." Take "field trips" without leaving the classroom. Demonstrate procedures that cannot be done in the classroom. |
| Facilitated Webcast | Learners log in to a shared online session via computer (individuals can meet from home or their desk, or can gather into small groups in conference or training rooms). During the session, the facilitator can "share" their desktop or individual applications (e.g., the facilitator can run a PowerPoint presentation or perform a procedure on their computer, and the remote attendees can see the application on their own monitors). The facilitator can also allow control to any of the remote participants, who can then use their keyboard and mouse to perform actions on the facilitator's system, allowing all participants to view the actions on their systems. In addition to application sharing and control, most webcast applications include a chat feature (instant messaging between the facilitator and a participant or between participants). Some applications support participant feedback (icons representing questions or indicating to slow down or speed up), and polling (simple multiple choice questions). |
To teach a course across offices, states, or regions (saving time and travel costs). To provide one-on-one coaching. Review documentation. Demonstrate a procedure on a system. |
| Instructor Led Classroom Training (ILT) | Training delivered or facilitated by a live instructor in a classroom. May include lecture, guided discussion, discovery or problem based learning, project based learning, etc., or multiple strategies. Courses/curricula may run from less than an hour to weeks in length. Typical number of participants range from 7 - 20. If you're training 1,000 people, you're looking at running about 50 sessions. This could take several weeks to deploy across a large target audience. |
When classroom guided practice is necessary (e.g., soft skills). When learning strategy is dependent on the culture of learning unique to a classroom environment (e.g., PBL). When there is a small target audience, a limited number of sessions required, or there is enough time to roll out across a large team. |
| Web-Based Training (WBT) | Self-paced courseware delivered via the Internet or shared files on a network. Interactivity ranges from page-turning (e.g., PowerPoint deck) with combination of text and graphics to full-blown simulation with audio and video. Interactions can be scored (i.e., online tests) and can provide individual feedback specific to the learner's performance. NOTE: Due to current bandwidth constraints on the ESI network, use of audio and video are highly restricted. |
When learners cannot get away from their desk for long periods to participate in classroom training. When you're deploying training across a large audience in a short time period. When you're training system tasks or basic concepts and/or knowledge. When the courseware has a long shelf life. When you want the courseware accessible as self-paced training for remediation or coaching. |