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Using Technology to Improve SME Communication

August 20, 2013

Today’s Presenters

Jackie Zahn Director of eLearning I Want to eLearn.com

Candy Matheson Senior Project Manager &

Learning Consultant

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Our Goal

When traditional SME communication becomes ineffective, what’s an instructional designer to do?

In this session, we will provide information on how to use video technology to obtain the benefits of both asynchronous email and synchronous face-to-face communication.

Objectives

• Use video to gather and confirm content

• Create a video introduction and articulate the key elements of a successful introduction

• Utilize technology to remove communication barriers

• Identify ways to utilize video to achieve business objectives

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Today’s Topics

• Communication challenges with SMEs

• Asynchronous Face-to-Face Communication (AF2F)

• Case Study: Using Video to Provide Project Status and Request Feedback

• Using Video to Confirm Understanding

• Using Video to Build Credibility, Connect with, and Educate SMEs

• Group Activity: Creating an Introduction Video

Which Camp are You In?

Phone Person Email Person

• I don’t want to risk my "tone" being misunderstood.

• A phone call is faster than waiting for an email response.

• I hate reading long emails and I’m a slow typist.

• I can be more productive in email.

• I get to work on my schedule.

• It’s easier to keep track of everything when its recorded (and dated) in email.

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Perfect World

• Your SME’s #1 priority is your project

• He understands/ respects the learning development process

• You both prefer F2F meetings

• You’ve figured out “the tricks” to keep him on schedule

Real World

• Your SME is in another city

• You’ve never met your SME

• You’ll probably never have a F2F meeting

• Your SME is overworked and your project was dumped on him

• Your SME thinks you’re simply building PP slides

• Your SME travels a lot and doesn’t answer emails

• You can’t get your SME on the phone

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Was it Something I Said?

• He won’t take your calls

• You sent him a detailed email of the issue but he said “we need to talk”

• Bribery doesn’t work when your SME is remote

I Can’t Have a F2F, Now What?

• Your F2F SME doesn’t have time to meet

• Can you simulate a Face-to-Face meeting?

• Can you elevate his commitment to the project?

• Can you educate him on the learning development process so he’ll understand why you need this information?

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Synchronous (happening in real time)

Sender-Recipient Interaction

Face-to-Face

(in person)

Face-to-Face

(virtual) Phone

Asynchronous (NOT real time)

Recipient opens at his convenience

Email

Text Mail

Does F2F Need to be Synchronous?

Check-In

• Is this presentation occurring synchronously?

• Is it considered Face-to-Face?

• If we videotape this session, to future viewers is it still considered Synchronous Face-to-Face?

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Asynchronous Face-to-Face

• What if I host a F2F online meeting and speak as if he’s there?

– Record it

– Upload it

– Email it

Face-to-Face

(virtual)

Video

Email

TM

USING VIDEO TO PROVIDE PROJECT STATUS AND REQUEST FEEDBACK

Part I:

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Video Solutions Technology Design Project

Jackie brought in

to create 4-day ILT

course June 2012

“Soft” pilot

end of July

2012

Revamp course

materials, site walk

issues, flow redesign Aug-Sept

2012

SMEs working on main

content, final site walk

determined Oct-Nov 2012

Video shoot site walk

Thanksgiving week 2012

Final course being

delivered Jan 2013

Problem

• 2 SMEs with all the content

• Work 50+ hours a week

• 3 time zones

• Small pockets of availability at random hours

• Major redesign – needed approval asap

• Couldn’t get conference calls scheduled

• SMEs didn’t have time to read long emails

Option Result

Email Incomplete responses

Phone Phone tag

Conf. Call Wouldn’t commit to date/time

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Solution

• Let them work on their own schedule

• Take EVERY obstacle out of the way

• Engage them in a “quirky/interesting” kind of way

“Course Update” Video

• 3-minute clip

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Did It Work?

“Great YouTube video! … I will start digging deeper into the material this week and add as much as I can so hopefully all we have left is shooting the video!”

Email sent Tues 8:50pm CST

Responded Wed 10:12am PST Responded Wed

4:30am EST

Why Did it Work?

• Got their attention

• No files to download

• Browser-agnostic

• Pointed out “what’s in it for me?”

• Illustrated how much work was already done

• Explained how the course content flowed

• Got everyone (including management) on the same page in a short amount of time

• Proved that I understood how busy they were

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Management Perspective

• Thumbs up from a Project Management perspective

• Project dragging on – helped move project along

• I sent it to my team to show them that we were making progress

• Video had a level of security but wasn’t too restrictive

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How Did I Do It?

Prepare

• All materials for an online meeting

• “Loose” Script and Call to Action

Record

• Camtasia and a microphone

• Webcam for face-to-face

Send

• Upload to YouTube

• Email the link with explanation

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2

3

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Step 1: Prepare

• Have clear goals

• Identify the audience

• Have files handy

• Know what you’re going to say

• Wrap-up with a “Call to Action”

Step 2: Record

• Set-up microphone and webcam

• Prepare a quiet area • Unclutter desk • Check lighting (if using

webcam) • Open screen capture tool

(Camtasia) • Click “Record Screen” and

select area to capture • Record content, fluidly

moving between documents • Edit final output, add

annotations, etc. • Upload to YouTube

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Step 3: Send

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2

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The Email Introduction

• Sent it to everyone in one email (SMEs/Proj. Mgr)

• Purpose of the video

• The video is on YouTube (familiarity)

• Video is secure but you can forward as needed

• In 12-minutes you’re caught up (short meeting)

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USING VIDEO TO CONFIRM UNDERSTANDING

Part II:

What is “Director’s Cut” Style?

• Problem: Needed footage to simulate a site walk. Over-budget and running out of time. SMEs wanted microphones and other equipment.

• Solution: SMEs shoot video, speak conversationally, don’t appear on camera, post-production will remove audio and replace with professional voice-over.

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Site Walk Video Example

• 2-minute clip

Benefit to Management and SMEs

• Clarified the solution

• No surprises or disappointments at the end

• Saved time and money

• Easy to envision the final product

• SMEs more comfortable talking casually on screen

• Took pressure off SMEs

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Ways to Implement this Idea

• Show the “bigger picture” of why you’re asking for specific content

• If you’re synchronous use GoToMeeting / Webex

• If you’re asynchronous use video

What If …

• SMEs became comfortable sending us video?

• Gave asynchronous feedback that include facial and verbal information?

– Could last minute changes be reduced?

– Would more projects be on schedule?

Maybe if we do it, they’ll do it!

“Now I understand, I was empathizing the wrong point!”

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Video Email

• Sending video email allows for the recipient to have an easier time understanding the sender.

• Video email eliminates the need for typing and composition, which may be difficult for some people.

• It eliminates the requirement of proofreading, and concerns about how a text email may be interpreted.

• People can use tone of voice and physical expressions to help a message come across more clearly.

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http://en.wikipedia.org/wiki/Video_mail

Video Email Disadvantages

• Limited video length

• Advertising appears in email

• Emails sent out from the vendor

• Browser issues

• Video stored on vendor’s servers

• Annual fees, extra fees, misc. fees

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USING VIDEO TO BUILD CREDIBILITY, CONNECT WITH, AND EDUCATE SMES

Part III:

Accelerate the Process

SME #1 -Worked together in the past -Mutual respect -Knows he’s in good hands

SME #2 -Bad experience with other IDs -Doesn’t understand process -Not enthusiastic about project

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Who Said That?

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Building Credibility

Care/ Concern

Enthusiasm

Focus

Knowledge 10%

15%

25%

50%

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Is an Email Intro Good Enough?

Email for Video Introduction

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My Video Intro

Jackie Zahn Instructional Designer

Treating SMEs like our Learners

• 3M’s:

– Meaningful

– Memorable

– Motivational

• Engage them as learners

• Don’t expect them to read long emails

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Intro Video “Rules”

• 2-3 minutes is ideal • Share “small” F2F details that

people would know after walking in your office

• Create segments that can be spliced together

• Generic videos can be used again and again

• Switch from webcam to graphics

• Audio-only is also a great option!

Tools to Create an Intro Video

• Logitech webcam C615 ~ $70

• Windows Live Movie Maker

• Camtasia for audio capture

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Steps Involved

1. Develop story, graphics, and script

2. Build “skeleton” in Movie Maker

3. Record webcam intro

4. Record additional audio

5. Put it all together in Movie Maker

6. Add transitions/animations

7. Save and publish to YouTube

Webcam Recording

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2

3 4

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Webcam Environment

Windows Live Movie Maker

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3 4

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Direct Upload to YouTube

GROUP ACTIVITY

• Create an introductory video for your new SME

• You’ve heard he’s difficult to work with until he gets to know/trust you

• Many IDs resist projects that involve him

• You love the content and want to get started on a positive note

• What will you put in your intro video to build credibility and connect with him?

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Do Your Research

• Audience Analysis

– David Sanchez (Male)

– Age: unknown

– Title: Program Management Consultant

• Where can you learn

more information about him?

www.linkedin.com/in/davidsanchez411

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Describe Your Audience (SME)

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Work School Recommendations Personal

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Brainstorming

• What can you include in your video to connect with him?

– 1.

– 2.

– 3.

– 4.

– 5.

– 6.

– 7.

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Research Increases Understanding

• Difficult to work with until he gets to know/trust you

• Many IDs resist projects that involve him

• Highly-regarded by colleagues

• Marathoner, mountain climber

• Sense of humor

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=

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FINAL THOUGHTS

Part IV:

Lessons Learned

• F2F communication doesn’t have to be synchronous if you use video (AF2F)

• Video can help confirm understanding, build credibility, and educate SMEs (and managers)

• “Care and Concern” accounts for 50% of your credibility score and it’s difficult to express in a text email

• A video introduction is a great way to connect with a remote audience and accelerate a feeling of “connectedness”

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