Training

Yesterday I ran across an article in The Atlantic showing “The School Of The Future” that lives in a local YMCA. While they don’t seem to have a Quidditch field or a landing pad for flying cars, it sounded like a nice idea.  Working with the community, sharing the pool, innovating in education — what’s not to love?

Then I came to the author’s contention that “Eighty percent of charter schools don’t produce better results than traditional public education. And sadly, some results are much worse.” While not labeled as “op-ed”, I’m guessing Kathleen Kennedy Townsend does have a particular axe she’s trying to sharpen, here.

Since I have a nodding familiarity with education, and more exposure to self-designated experts than is healthy for most adults, I wondered where this had come from.  So I started doing some searching.  And searching.  Best I could do (‘cuz, of course, they don’t reveal SOURCES in the Atlantic) was some questionable research from a LARGE MAINSTREAM EDUCATIONAL INSTITUTION that had numbers that looked a little bit like that, if you read really quickly and ignored the details.  And the source.  And didn’t ask any questions.

(I don’t have anything against experts.  Really.  Some of my friends are experts.  I’d even let my daughter marry one, if she was the last woman on earth and had a trust fund.) But in this case, I think it might be useful to stop for a moment and talk about the process of measuring results.  Something that we do a lot in my line of business.

If a client hires me to teach punch press operators to run their machines faster, one option is for me to just show them how to turn the speed dial up to “11″ and step back.  Job Done!  The machines are now running faster, I’ve accomplished the goal, and I want my check.  Ka-Ching!

(There will, of course, be a corresponding loss of fingers, an increase in damaged materials, lots of lawsuits, and explosions when the red-hot machines finally blow up — but I achieved my goal with 100% success!)

Still confused?  Let’s make it even simpler.  Let’s imagine that you’ve got a Dairy Barn. And you want “better results”.

Our goal is to get more milk from your herd.  Each morning, we’ll measure how many gallons of milk you get from group “A” and how much from group “B” and see which is “BEST”.  (Best, in this case, meaning more milk.)

At the end of the first week, Group “A” wins.  With weak, runny milk because the foreman fed them food with lots of fluid.  We couldn’t sell it because the fat content was so low, but there was more of it.

New goal — highest fat content.

At the end of week two, group “B” is the winner.  The foreman ordered in extremely expensive food, which raised the fat content for the second group nice and high.  But the cost per cow was triple what we usually pay, so we ended up selling the milk at a loss.

Week three — we aim for highest profits.  And the foreman butchers all the cows and sells them at market, showing a huge profit.  Oopsie.

So be careful when you hear people in Education talking about measuring results, or who gets “better results”.  Without asking a lot of very specific questions, and without a lot of experience at designing and delivering actual education to actual people, you may get slaughtered.

On May 12th, I’m doing a wee speaking engagement in Greenville, SC — Refresh Greenville.

 

 

Upgrading Your Customers

Nobody reads the directions, anymore.  A “readme.txt” file is a great place to store secrets.  And the “Help” button is something customers just ignore.  Today’s user base expects that your apps and sites will “just work” and they don’t expect to have to spend any time getting up to speed.

There are two ways to improve your apps’ customer sat numbers – rewrite the code, or teach your customers how to use them better.  Dick Carlson spent five years at Microsoft doing the latter for some of the buggiest software on the planet, and he can help you too.  You’ll leave with:

  • Models of trouble-ticket systems that help you identify issues fast and plan future upgrades
  • Ways to use social media tools to have your customers build the help system for you
  • Actual experience identifying key support information and building the architecture to implement it in a business support model

Dick Carlson is an Instructional Designer and Content Developer who can translate “techie” to “user” – making those annoying people who give you money happy and contented, so they don’t send you long emails or post one-star reviews on the web.  You can find him at www.TechHerding.com

 

Bug Tracking Tools

Java Bug-Tracking Tools

MS Watson Technologies

I just read a wonderful post by Jane Hart entitled “The Future Of Social Media In The Enterprise“.  In it, she deftly describes an issue that I’ve been encountering often lately with potential clients who want to talk about using this game-changing paradigm-shifting bar-raising (insert your own favorite stupid marketing metaphor here) thing we call Social Media.

titanic1Her argument is quite elegant.  If I may distill it, she feels that using Social Media tools only behind your firewall (not allowing employees to connect outside the company) is short-sighted.  And that their real value is the cross-pollination and connection that comes from engaging across a discipline, around the world, and to people who see things in vastly different ways.

(I bet British Petroleum has a great internal forum to discuss how much time and money to spend when drilling really deep wells, and what to do when you get 700+ safety violations.  But maybe, if they’d been more connected to reality, they wouldn’t have lost $17 BILLON DOLLARS and become the poster boy for dumb.)

I have to say, though, that I’m getting a little bit tired having this discussion with people who are extremely focused on keeping the fence up between their employees and the rest of the world.  Stopping the dangers of Farmville, YouTube, and people randomly getting information they might use to improve their skills.  It’s exhausting to keep having the same chat with the same network administrators.  The same vendors who want to sell their custom “behind the firewall” solutions.  The same tiny minds who think they have all sorts of special secrets about how they put their canned hams in the boxes and ship them out.

Would it make more sense for me to have a “pre-work” session, where there’s an assessment of some kind?  And if the client is mostly focused on how to lock all the doors and bar all the windows — just smile and move along?

On Jane’s blog, I said it this way:

We try to run from or eradicate that which we do not understand. If we can’t kill it, we try to control it and limit the access of others.

Probably true with the first cave-person who found fire. Still true in corporate America today. I have to admit that I, personally, am actually getting a little tired of having this discussion with potential clients and people who ask for advice.

I want to just say “Whatever” and move on to someone who’s open to new ideas and things that might help them. (Kind of a lifeboat drill — if I’ve only got so many years left, do I spend them arguing with people about the VALUE of parachutes or just HAND OUT parachutes to as many people as possible before the crash?)

It’s actually kind of exhausting. Like trying to convince my mom that “unlimited long-distance” actually meant she could talk to me as long and as often as she liked.

Never won that one, either.

So what do you think?  Do you want a parachute, or should we keep talking about the nuts and the in-flight movie?

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They say the densest material on earth is something called “Chengdeite“. But this morning I was listening to a reporter on NPR, and I’m thinking we’ve got a new competitor in the race.

teacherThe story was about how a Boston school district was wondering if they could improve teacher skills by modeling a “resident” program after medical school — where a new teacher taught side-by-side with an experienced teacher rather than just jumping in to a tough school with little or no experience.

Wow! Stop the (virtual) presses, Jeremy! Better get this one on the air!

They went on to interview people in the program, a guy at the Harvard School of Education, and several “actual students” — all of whom, surprisingly, agreed that getting some practical experience would be a good thing.

Uh, huh.  Incredible.  Better get that news to Plumbers, Electricians, Surveyors, Air Traffic Controllers, Cake Bakers, Serial Killers and DMV Employees nationwide.

Sometimes it’s enough to make an education wonk weep.

Update: If you do not have children in a large, urban school district this post may not make a lot of sense. You are among the lucky.

As someone who has used toilets for many, many years — with little formal training — I feel quite qualified to redesign our nation’s plumbing system to improve the performance issues that I’ve identified.

toilet(I’m basing this on the recent action of the State Board Of Education in Texas, in their amazing redesign of a curriculum created by professional teachers and learning designers. This is an attitude that I frequently encounter, in which someone who has experienced education feels that that qualifies them to design education for others.)

Now you might think that it would make more sense for me to ask a master plumber who has years of training and experience how to handle the waste that flows out of my home. But since I’ve spent so much time on the input side of the equation, I feel perfectly capable of making decisions without consulting one of these so called “plumbing gurus” and just going with my gut.  (First of many puns intended.)

My Ten-Point C.R.A.P. Program

With much thought, I’ve developed a Comprehensive Revised Aesthetics Processing (CRAP) program that will deliver a system flush with success and we’ll all come up smelling like roses.

  1. Your toilet will be assigned a particular plumber based on where you live, regardless of the quality of the plumber.  You can petition the local Plumbing Board to allow you to drive your toilet across town to a better plumber every morning, but we won’t pay to put it on a bus.
  2. If your plumber fails to unclog your toilet over and over, we’ll just move him to another geographic location.  Much like the Catholic Church, no matter how deep of a pile of shit he’s in we won’t admit it or take steps to remove him.
  3. We believe every single toilet is unique — so Plumbing Boards in each community must spend months deciding where to put the “flush” handle, how to connect the water, and whether or not the float is hollow. It would be impossible to have national standards of any kind for toilets. Local communities know better what they need.
  4. If, over several years, the toilet doesn’t perform well, we’ll just keep asking for more money for purchase of toilets.  And complaining that people don’t respect the work that toilets do.
  5. No toilet can be removed, even if it doesn’t perform at the most basic level.  Once installed, it’s there for life.  Best we can offer is a “substitute-potty” program where we have specialists come in for huge fees to try to fix the toilet and fail.
  6. Well over 50% of the budget for Toilet Repair will have to go to “Toilet Administration” — a group of people in nice suits who have never actually installed or used a toilet.  They’ll make charts, graphs, and evaluate the plumber as he is on his knees getting his hands dirty.
  7. If you have several toilets in your house, we will require that you balance the use of each amongst all family members.  Just because one is closer, performs better or has less gunfire will not be considered a factor.
  8. If you complain that your toilet doesn’t perform well, we will fight to the death any attempt to actually measure how well waste passes through.  Even though nearly every other profession in the world (from jet pilot to fry cook) is measured on results, we’re special. Plus, it might make the toilet feel bad if we labeled it as “failing” in some way.
  9. After 25 years, we’ll remove your toilet.  But you’ll still have to pay for it every month, along with a generous service allowance and perks.  And it’s free to go be a toilet for someone else and get paid twice for taking one load.
  10. Despite all this, you do have the option of installing your toilet in a “Charter RestRoom” that is sponsored locally for those who demand better performance.  You’ll still have to pay all the fees for that traditional toilet you’re not using, and at any time we retain the right to tell you we’re pulling the plug and your successful toilet no longer meets our standards.

Legislation is already in front of Congress (“No Behind Left Behind”) to implement this simple plan, and I encourage you to call your representative to urge them until it passes.  If they have trouble passing something of this size, there are aids available.