Ray Gallon has recently completed a series of webinars looking at new models for providing end user Help (A Cognitive Design for User Assistance).
In the third webinar, Ray looked at how people learn today and he suggested a new approach for the future. He used The Common European Framework of Reference for Language‘s description of people’s levels of competences to outline the different ways organisations help people to learn.
His slide describing the current model looked like this:
Here is our equivalent model:
Although our model is based on a different framework (Bloom’s taxonomy of learning and Kirkpatrick’s learning evaluation model), they are very similar, if not the same.
Today, this leads to a model for supporting users that looks roughly like this:
When users want to do more than just apply what they know (i.e. when they want to master a subject), they tend to use the Internet – places such as YouTube and user forums – to learn, debate and make suggestions.
What both Ray and ourselves propose is that organisations should develop an integrated model. Instead of the three “islands” (of the discussion forum, a body of knowledge and training) there should be integration between them.
The new model for supporting users would look roughly like this:
It’s all very well Ray and ourselves coming to the same conclusion, but do others? Do you agree with this model, or do you believe there should be a different solution?
Share your thoughts using the comment box below.
Note: Our model is covered in more depth on our Trends in Technical Communication Workshop – Advanced Technical Writing Techniques course.