LOCATION: AT&T Center for Systems Education (CSed)
SITUATION:
AT&T's commitment to employee training included an organization implementing a wide variety of Instructional Design and Instructional Technology tools and techniques. An observation room at the Center provided the opportunity to observe teachers and students in real-time, with evaluation criteria provided to both students and teachers. Courses were modified to improve the learning experience and achieve desired job-performance goals.
NEEDS DEFINITION:
When field individuals were being transitioned from non-technical to technical positions, courses needed to be designed, developed, and tested within CSed prior to being implemented in a controlled training environment.
SOLUTION DEVELOPMENT:
Training Requirements Analysis: Surveys were provided to work group supervisors to determine desired level and depth of learning to be taught, and desired work outcomes.
Training Materials Development: A comprehensive suite was created including:
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Instructor Manual with teaching notes and guidance
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Student Guide for learning and reference
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Job Aids for on-the-job application
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Learning Assessment Questionnaire administered once employees returned to the work environment to measure training effectiveness
Design Standards and Clarity: AT&T's standards defined page layouts for documents and presentation materials. A core methodology across all course development was the application of "Plain English" and "Simple English" standards. All technical terms were defined in a glossary with actual photos, vector images, or character illustrations to present concepts in a clear visual format.
This comprehensive approach ensured that non-technical employees received clear, accessible instruction with measurable outcomes upon return to field operations.