Instructional need
IBM Support agents, managers, and content providers need to learn how to complete the following tasks:
- Follow the Knowledge-Centered Service (KCS) methodology to resolve client issues and create knowledge artifacts
- Use the Client Support Platform (CSP) to track and resolve client issues
- Optionally, add to the body of training materials by suggesting topics and joining the workgroup to create digital media
Instructional strategy
The content presented in this portfolio can be infused into a learning experience by creating an online “refresher” course that reviews the topics that Support staff struggle with.
Universal Design for Learning (UDL) directs instructional designers to design learning experiences that meet the needs of all learners in their target audience. It has three principles:
- Representation: Use a variety of methods to present information
- Action and expression: Provide learners alternate ways to demonstrate their knowledge
- Engagement: Motivate learners by offering choices of content and adjustable levels of challenge
UDL isn’t just a theory or guideline. In feedback forms associated with online courses that contain only text or only digital video, learners ask for a combination of both, and opportunities to practice what they’ve learned.
The experience would include the following elements:
- Digital images that represent the systems and the people who use them
- Infographics that summarize key points
- Digital video and screencasts that demonstrate how to accomplish tasks in the platform
- Digital audio that tells the story behind the project
- Interactive assessments that lead learners through tasks
- Links to sandbox systems where learners can complete directed assignments or experiment on their own without impacting real client data
- Cheat sheets that provide instructions for completing tasks
Reference
TEAL Center Staff, Universal Design for Learning, 2010. https://lincs.ed.gov/sites/default/files/2_TEAL_UDL.pdf
Mea's portfolio 