Turning One Into Three
Tanner had already written a help engine for Web FEP as a permanent online resource for agents in the field. Tanner used that resource for three other products.
First, we developed printed materials for stand-up, train-the-trainer training. The printed materials included a Field Training Guide, Desk Reference, and Getting Started Card.
Second, Tanner facilitated a Train-the-Trainer session using these materials.
Third, Tanner developed the field training materials and worked with the district managers to develop a roll-out schedule for training in all of the regional locations.
The Fourth Part: Success
The Web FEP training was a huge success. The agents were excited to learn a new system that made their jobs easier and more efficient to perform.
Later on, in the field, responses showed that the help engine targeted and assisted those who needed it most. According to Julia Park, Direct General Training Director, “overwhelmingly, the responses have been that the new agents use it . . . and they . . . find what they need.”
