In 2007 I attended a one-day 'Customer Service & Leadership' session, hosted by the Disney Institute. I made my notes on my tablet pc, doing a visual facilitation for myself and my colleagues at Blue Moon. I've isolated the key points in this presentation. Hopefully they're self-explanatory. If not, send me a note, and I'll see if I can clarify. The purpose of a visual facilitation is to concretise people's learning. But it's also to allow that learning to be shared. Please check my visual facilitation portfolio on my Flickr gallery at http://snipurl.com/visualfacilitation. I work internationally.