4. “As café staff, it’s compulsory that you maintain quality of produce and serve it as specified by the Quality Food Manual. By the end of this training you will understand how to serve every food type according to the standards.”
6. “Our specials today are cold baked beans, burnt toasties and delayed jacket potatoes. Oh, and we have no soup. (We forgot to put it on.) Anything take your fancy? Customers expect great hot food at our café - they know it’s made from our own high quality M&S produce. To be a hot food hero, you need to present it, cook it, and serve it perfectly.”
8. Our 5 rule framework Tone matters – no matter what the content. We’ve put together a 5 rule framework to help you write engaging, exciting and yawn proof content. This is the Kineo tone.
9. Our 5 rule framework Keep it light Give it spirit Have a conversation Call for action Be adult
10. 1. Keep it light Short, snappy, to the point And don’t be afraid to have fun Less of… “This e-learning module is designed to explain the principles and practical requirements of the 11 step process …” More of… “Need to get your head around our process? You’re in the right place.” Or… “Process – boring, right? Wrong. This one will help you, all 11 steps of it. See it to believe it.”
11. Any challenges that you can see with trying to keep it light in your organization?
12. 2. Give it spirit! Energetic, driven, engaging Less of… “Now that you have covered the basics of customer service, in the next section you will learn how to deal with customer issues.” More of… “You’re one step away from maximising your skills, but there’s a problem – a customer one in fact. Click next to put your service skills to the test.”
13. 3. Have a conversation Direct, clear, dialogue, questioning Less of… “Negotiating effectively is an important skill that we all use on a daily basis” You talking to me? More of… “When was the last time you negotiated something? Maybe it was more recently than you think….”
14. 4. Call for action Give direction, focus on actions and tasks – it’s what happens next that counts Less of… “You’ve now completed this section on PBX sales. Go back to the menu to make another selection.” More of… “Now review your own client list. Who could benefit from the PBX product? Plan the time to call them now.”
15. 5. Be adult Learners are busy professionals – treat them that way. Adult to adult - don’t patronise. Less of… “By now you have learned…” “You must do…” “This will take 90 minutes” More of… “Take 5 minutes to find out how to run effective meetings.”
17. Light and spirited People expect to be bored by e-learning – let’s show them it doesn’t have to be like that Just the right side of sassy We like Virgin Sort of like Innocent This is the kind of thing we do when it’s totally up to us:
18. Light touch – colloquial A little pun – links to later content
21. Call in the spirit doctors “In keeping with the overall control environment and to ensure compliance with internal control guidelines issued by its regulators, JPMorgan has a Global Investment Bank Vacation Policy. In EMEA, the requirements of this policy (which are set out below) also apply to the Private Bank, JPMorgan Partners and the Chief Investment Office. TSS staff are required to comply with their own LOB policy. In summary, the policy requires certain employees in sensitive positions (“Designated Employees”) to be out of the office for a specified period of time each calendar year.”
23. Getting to the point quickly Set up in 3 sentences. Professional, to the point, not a word wasted.
24. Having a conversation Can I ask you an interesting question? Can I tell you a story? Can I take you on a journey?* I don’t know – can you? *metaphorically. Not in a weird way.
36. What else helps with tone? Use headings to layer information
37. Magazine style title as question – conversation with the learner Keeping the instruction simple and informal
38. Are there any exceptions where you couldn’t put this into action?
39. Some of the barriers we’ve run into... “That’s not our style.” “It’s not professional enough.” “But I want ALL of my content in there – where’d it go?” “This is going to senior members of staff...” “This is serious learning!”
We can broadly categorizse learning into these content types:Application of policies, processes and procedures Application of technical skillsApplication of soft skills (e.g. leadership and communication skills)Application of systems skillsWe can also categorize learners into:Low or no proficiency / prior knowledge in the subject matterAlready some proficiency or prior knowledge
Let’s look at each in turn…
Point about not being patronising
Let’s look at each in turn…
Reading from computer screens is about 25% slower than reading from paperWrite 50% less text – and allow for images too Keep to short sentences, short paragraphs “If I’d had more time, I would’ve written a shorter letter.”
Users tend not to read streams of text fully. They scan text and pick out headings, keywords, sentences, and paragraphs of interestWrite for scannability
So how do you push back on that – Advertising – we get this message out to our customers in a fun catchy way, why not sell the learning this way as well? It capture interestConversational tone engages more...Ask the learners what they prefer.