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Using UPK – You’ve Licensed It…Now What Do You Do?

New England OAUG

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Introductions

Jon Winchenbach

FTS Consulting, Inc.

Application and Education Specialists

LinkedIn: http://www.linkedin.com/in/jonwinchenbach

On the Web: www.ftsconsulting.com

617.396.5766

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UPK - The Fundamentals

Strategizing on How Best to Deploy UPK

Configurations

Prerequisites

Prerecording

Recording

Review

Publishing

Deployment

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Strategize on How Best to Deploy UPK

Used to Complement (Not Replace) Instructor Led Training (ILT)

Used to Provide Online, Self-Paced, Non-ILT Refresher Training After Initial Rollout

Low Cost Way to Easily Communicate Solution Enhancements Once Live

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Strategize on How Best to Deploy UPKTraining Philosophy – Be Realistic! What Methods Work Best for

Your Organization?

Instructor Led Training (ILT)

Send Pre-Requisite UPK Topics Out Ahead of Time!

People Learn Best by Doing Real World Scenarios In Class

Confirmation of Critical Business Functions – Use Know It?

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Strategize on How Best to Deploy UPKTraining Philosophy – Be Realistic! What Methods Work Best for

Your Organization?

Goals for After Go-Live

Provide JIT System Task Instruction (New Hires and Existing Local and Remote Users)

Communicate Enhancements Easily Without Requiring ILT

Offer Self-Paced Refresher Training

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Configurations (Applications & UPK)

What Should I Know About Instances?

Copy of Production Instance or Closest Possible

Modify Custom.PLL and Record Against a Custom Form to Test Recording

Define a Username Called “UPKTRAINING” for All UPK Developers to Use – Grant All Access Rights to the User (in Oracle or Any Other Target Application).

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Configurations – UPK Library Structure

Build an Intuitive

Library Structure and

Keep it Simple!

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Prerequisites

Confirm Development Scope

Create Player Outlines and Scope of Each

Confirm Outline Scope with SME’s

Training on Business Solution, Training on Core App Setups

Architect the Concept Pane, Intro Pane, Proposed Ref Docs

Assign Business Roles

Confirm Topics for ILT Sessions

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Prerequisites

Review Conventions Document. This Promotes Consistent

Development of the Following:

UPK Developer Writing Styles

File Naming Conventions (Topics, Reference Docs, Concept Panes)

Timing of Frames Based on Content or Text Length

Reference Document Structures (e.g., Screen Shot with Two Column Table with Field and Descriptions)

Microsoft Windows Display Theme

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PrerequisitesGet Your Ducks Lined Up!

Policies

Link to Existing Published Policies

Procedures

Use (Existing) Tutor Procedures to Leverage the Process Flow Diagram!

System Task Steps

Process Flows – Visuals are Key!

Business Scenarios for Recording

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PrerequisitesDon’t Waste Time - Conduct a Workshop to Review

Documentation for Accuracy and Update as Needed to Support

Recording. Include:

Subject Matter Experts (SMEs) – Hold Them Accountable!

UPK Developers

Trainers

This is an efficient way to ensure you have identified

documentation to use for recording UPK content or include in

UPK. It also puts the onus on the SME’s to own the content.

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Prerecording in UPKSave Yourself Downstream Editing Time By Ensuring the

Following is Done Before Recording Begins:

Print Conventions Document and Absorb It!

Have it right there to refer to when developing

Always have the most current version – it’s a living document

Close Out All Other Applications, Including Mail, Instant Messaging

Auto-Hide Toolbars at Top and Bottom of Screen

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Recording in UPKDevelop the Concept Pane First!

Acclimate Users to the Topic Before Having them Dive In to the

Topic

Add Learning Tips and Reference Document Headings

Give Visual Examples to Convey the Concept Being Delivered, Don’t Just State It in Text; Process Flows!

Add Links to Other Applications or Key Inter or Intranet Sites

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Recording in UPK

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Recording in UPK

Record Extra Frames – You can always delete them later!

Don’t Abuse the Paint Feature! - You will undoubtedly miss painting other areas of a form that you should have painted over

Use it only on an exception basis

Use the Recapture Screenshot feature instead

Be Careful with Decision Frames – They don’t always translate well in Job Aids.

Think about Logical Jump-in Points – Users appreciate it

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Reviewing UPK ContentUse States to Track Progress – Don’t Overburden the States!

Not Started

Draft

SME Review

Ready for Team Review

Final – Know It?

Final

To Be Deleted? (For Library Maintenance)

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Reviewing UPK ContentStep 1: SME Review

Publish a Player With Specific Topics for Them to Review

Shared directory or Staging Intranet Area

Use the Topic Job Aid to Record Feedback (Use Print It! Mode to Output to MS Word and Turn Track Changes On)

Have SME Use Training Instance to Validate Topic

Give a Reasonable Due Date to Ensure You Can Meet Development Deadlines

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Reviewing UPK ContentStep 2: Developer

Incorporate SME Feedback from Job Aids

Review the Updated Player

Step 3: Team Review & Finalize

Review All Topic Modes

Apply Conventions – Again!

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Publishing UPK ContentBrand Your UPK Asset – Be Proud of It!

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Publishing UPK Content

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Designing Players for Specific Purposes

Three Key Players are Fundamental to Success – Most Content is

Shared, So There is No Additional Development Work!

Prerequisite Course Player – Acclimate Trainees

“Concept” Type Topics Only (Try It! Mode)

Instructor Led Training Player

“Tactical” System Tasks (Try It! & Know It? Modes)

Production Player

“Real World” Business Scenarios (Do It! Mode)

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Designing Players for Specific Purposes

How Many UPK Players Will You Need in Production?What Playback Modes Should Each Player Have?

Oracle Help MenuSee It!/Try It!Do It!Print It!

Internal Website or PortalSee It!/Try It!Print It!

Learning Management System (LMS)Know It?

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Key Lessons Learned

Make Sure the Correct Players are Available in the Correct Locations Depending on the Purpose of the Player (Prerequisite to ILT, ILT, Production Support) & Test Them!

Don’t Plan to Use UPK as the Primary Tool for Training in ILT Sessions – Provide Business Scenarios to Process in the Training Instance, and Select Only Key UPK Topics for Reinforcement Only – Trainee Attention is Tough to Keep in an ILT Session if Taking a Self-Paced UPK Topic

Plan to Put Minimal Content within UPK Packages. If Possible, Store Documentation on an Intranet Site and Linkto it from within UPK – Cuts the Maintenance!

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Key Lessons LearnedUsage Tracking – For Efficiency, Insert an HTML Page Before the

Player to Access All Players For Which You’re Interested in

Capturing Performance Results

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Key Lessons LearnedWe found that the following UPK features were not useful for

our implementation.

Test Scripts - Not Robust - UPK Provides Screen Shots + 2 Column Table for Each Step, You Have to Provide “Actual” Results, but no Expected Results, Scripts are Typically More Detailed

Training Guides – Good in Concept, but Job Aids are Usually Sufficient; Put on Intranet vs. on Concept Pane in UPK?

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Key Lessons LearnedWe found that the following UPK features were not useful for

our implementation.

Using Learning Management System (LMS) – Good in Concept, May be Overkill Since Usage Tracking is Available

Usage Tracking – If Multiple Players Exist, the Reports Don’t Track Results at the Same Level for Both Outlines

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Key Lessons Learned

Decision Paths vs. Jump In Points –

Only One Path is Shown in Job Aids – Not Useful – Consider Using Jump In Points Instead

If Topic Becomes Too Long (to Keep the User’s Attention), Split it into Logical Topics where Jump In Points May Not be Necessary

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Elizabeth Bumiller, The New York Times

April 26, 2010

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Q & A

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Thanks for Coming!

Jon Winchenbach

FTS Consulting, Inc.

Application and Education Specialists

LinkedIn: http://www.linkedin.com/in/jonwinchenbach

On the Web: www.ftsconsulting.com

617.396.5766