How do you do that? Here are five steps for keeping up with your content needs as your customer training program grows.
Step #1: Turn to the Content Council
Rely on your content council to make the big decisions. That's what it's there for. Take the creation of a new "Getting Started" course, as an example.
The content council, or whoever oversees the strategy, is best positioned to pull together modules. It’ll come from the many teams that produce material related to the process of “getting started” content and stringing those together into a cohesive (and digestible) form.
Step #2: Keep it Brief. Preferably Micro-Learning
Forget about creation of monolithic courses. Even a training session that lasts more than an hour and can't be broken up into multiple parts is too long.
The more you modularize your learning content, the easier it is to update, fine-tune and bundle with other modules that make for a complete training experience.
Step #3: Set Content Standards
Use content standards so the content creators in your company know where certain kinds of information should go and the format it should follow.
If somebody wants to submit a how-to article, that might go to the knowledge base -- and here's the template for that; this is what a wiki article looks like and how it's expected to be used; if you're creating an elearning video, here are the components that it needs to include.
Step #4: Think about Your Users' Challenges
Push for the bulk of your training to reach beyond the feature set. Too often training is all about the ins and outs of the product and all its various features and functions. The biggest outcome of your training should be to get customers beyond the feature focus and onto the accomplishments.
Remember: They want to be heroes in their organizations, and your product is simply a tool they use to do their jobs. Work with customers to figure out what they need to understand about their jobs to achieve that.
Step #5: Use Technology
Your customer education team has a starting role to help maintain and curate content. But scaling customer onboarding requires technology. When you have training content everywhere in multiple forms, only the right customer learning platform (or LMS for customer education) helps users find exactly the training they want when it's needed.
A customer learning platform helps you lay out your training modules to provide a prescriptive enablement approach -- pathways -- to train and enable customers on your product so they don't have to figure it out themselves.
When you log into an LMS for customer education and can't quickly find out where you need to begin your training, you probably give up in a few minutes. But when you log in and the system points to "Foundations for Administrators," you instantly recognize yourself.
The idea is this: Rather than each customer wandering through the jungle, trying to hack a path, you provide a well-lit, manicured park with clear signposts that guide them along.