To begin developing an interactive video, I had to first think about my audience. Have you ever heard of Know Your Customer (KYC)? It can be interpreted a number of different ways. Having worked in financial services for almost a decade, the first thing I think of is verifying whom you’re speaking with. Asking them unique identification questions so they can prove they are who they say they are. From a design perspective however, it’s totally different. One must “be clear about who your client really is because this is who you have to satisfy with your efforts.” (407) In this case, knowing your client has nothing to do with verification and everything to do with the Analysis phase of ADDIE.
Since we don’t actually have a real client to get to know for this assignment, I’m going to imagine one. A client whose staff has lost touch with what it means to provide excellent service. We’ve conditioned ourselves after having so many poor service experiences that we now expect below average or average service. To me, this is unacceptable! There is no reason for anyone to have a sub-standard experience anywhere. It just doesn’t make any sense. If certain places feel this is appropriate, I believe they will be going out of business in the not too distant future.
The Golden Rule makes it seem silly to have to deliver service training on a regular basis, yet it may be necessary to keep people in touch with the basics. How would we want to be treated? What makes the experience an exceptional one? These are some of the questions my “client” may want to know the answers to. Alessi and Trollip discuss their three attributes of “standards, ongoing evaluation, and project management” along with their three phases of “planning, design, and development.” (409)
We have two sets of standards: the project team’s and the client’s. The team’s standards usually don’t change and focus on the quality of work while the client’s standards are specific to the project itself. The standards should support each other and are equally important. They directly impact the development of the final product, but these standards must be regularly revisited throughout the duration of the project to ensure success. These standards can be applied through the ongoing evaluation of the project. Evaluation must also take place throughout the entire process. There may be several tests and revisions that take place before the final product is ready. Without this evaluation, how would we know what’s working and what isn’t? According to our reading, one must thoroughly plan early on, constantly monitor, and keep communication open at all times. (411) These steps could mean the difference between the success of the project or the lack thereof.
Any training materials need to be aesthetically pleasing. Graphics, audio, and video need to support the objectives of the project and be professional. These are just a few of the things I wanted to focus on in the creation of my interactive training video. Interactivity is another matter entirely however. My video will only have options to go from one video to the next. It will not actually have the capability to ask questions and record answers, or respond to answers provided. Hopefully these things will come in time. As far as my opinion goes, I’m not sure if I am truly a fan of using YouTube for training. I’d like to see what other avenues exist to create interactive learning experiences.
Check out my three Customer Service YouTube videos here. Make sure you click the links at the top left of the screen at the end of the first two in order to connect to the next video in the series. Please let me know what you think.
Alessi, S. M., & Trollip, S. R. (2001). Multimedia for Learning Methods And Development (3rd ed.). Needham Heights, MA: Allyn and Bacon.