Collaborative wikis or blogs used within my telecommunications organization would be most helpful. As an instructional designer balancing multiple projects and client groups, learnings could be shared easily among all of the designers, laying groundwork for best practices and enhanced future projects. Additionally clients could blog MPP updates to the designers and designers could blog questions back to them seeking clarification or links to reference sites.
Blogs and wikis could replace electronic performance support tools, or they could actually enhance them by adding information from the learners' perspectives and experiences back on the job after training, in the case of Consumer call center representatives.
Possibly design and implementation challenges would be minimal for management employees whereas MPP clients blog with instructional designers and vice versa. I am not sure, however, how the interface would work with represented employees, such as the call center representatives.
The design and implementation challenges of a user-initiated effort would be the internal firewall that presen6ts access to certain sites. Any type of blog and wiki would have to be internal to the organization in order for it to work. However, it is not to say that the customer service representatives could not blog and tweet outside of the organization using their own "tools" (iPhone, iPad, etc.) to discover learnings.
Are you presently using an EPSS?
ReplyDeleteI've seen organizations use blogs successfully when they are serving clients (internal or external) and want to share cases, updates, etc. (attracting attention of their clients).
It certainly is possible to run blogs and wikis on an intranet and by so doing limit the audience to approved internal people.
Oh -- and you might be interested in Lilian Efimova's research on blogs and knowledge workers: http://blog.mathemagenic.com/publications/
Dr. Dennen, thank you so much for sharing Lilian Efimova's research link; I will definitely check this out! I am always looking for ways to rethink the way we interact at work. Thank you!
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