Join Jolie Miller for an in-depth discussion in this video Exploring our project for this course, part of Instructional Design: Working with SMEs.
- It's not any fun to walk through working with SMEs…without taking a look at a real SME idea relationship…and the resulting piece of content.…For the purposes of this course,…we're going to follow the example…of building a short online customer service course…with customer service expert Jeff Toister…of Toister Solutions.…Jeff has written a book called Service Failure:…The Real Reasons Employees Struggle With Customer Service…And What You Can Do About It.…He's also published two customer service courses…here on lynda.com that I highly recommend you check out.…
He's a prolific blogger in the customer service industry.…And we're going to go on a journey with him…to spec out what he wants to offer to the public…and how he wants it to look.…Let's get started.…
The course also shows you how to set up project schedules, overcome common obstacles, and use a variety of approaches to ensure that the content you build together will be stronger than the content either of you would build alone. The lessons are framed by a fictional ID/SME relationship that models how the two partners work together to create a customer-service training session.
- What is an SME?
- Understanding how designers and SMEs interact
- Getting to know the SME
- Building a schedule
- Outlining the content
- Managing deliverables
- Retaining the SME's voice
- Incorporating feedback
- Launching the content