Week 4, July 10-16, 2006:

This was another 4 day week. I took my second and last vacation day on Friday. We decided to go to New York for the weekend and visit my relative in Springfield, MA on the way. However, despite the short week, work was really starting to heat up. I put in long days, 10-12 hours. Our deadline for completion of the Client Connections Integrated Desktop is a week from this Friday. On Monday, July 17 over 1,000 associates were planning to start taking our course through ALP, Associate Learning Portal, through the company intranet.

I’ll be making observations about Virtual Teaming, becoming the “Lectora Guy,” the need for online courses, the process they use to create training, and our trip to Springfield and New York City.

Virtual Teaming and the Virtual Office

Initially I wondered why it seemed no one ever went to lunch in our work group. I found it wasn’t because they were anti-social; it was because they had a very tight deadline. For six weeks the team members on the East coast gave up their lunches to hold a daily one-hour phone conference to coordinate efforts and report on progress. Our team member on the West Coast was regularly working until 2 or 3am to get the job done. I didn’t know that until this week when it became necessary for me to attend the phone meetings because I had become the “Lectora Guy.” This made me feel a real part of things and I started to get very excited about the project.

This is my first experience with virtual teaming outside of taking or teaching classes online. That gave me a taste, but not at this level. Our project team consisted of six people I know of. Only two of us were in the same physical space, Peggy Chopp and me. The rest worked out of their homes or distant offices. One was near Charlotte, two in different parts of New England and the fourth in San Francisco. These daily conference calls were crucial in making things happen. Email has its limitations. These calls seemed nearly as good as in person meetings. I think the calls are even preferred because you can “multi-task” on your computer. Conference calling is now the norm in large businesses.

Nearly all employees in our department are now working out of their homes at least one or two days a week. On Fridays (and Mondays to a lesser extent) the office is a ghost town. Some now spend most of their work week at home, coming into a work center once a week or even once or twice a month. Peggy says on her Fridays at home she actually works more than she does in the office. Since she’s coordinating with people in California, she often works until 8 or 9 pm at home.

This is a leap forward, especially for employees who are also caregivers. These caregivers are usually female, but not always. One woman said because she could work at home she was able to help take care of her mother in New Jersey who had broken her leg. It gives people a lot of flexibility if it’s not abused.

I talked with our team member in the Charlotte area and asked how she liked working from home. She said it works out very well 4 out of 5 days. They have two small children. She works at home 3 days and two in the work center, and her husband, who’s in real estate, also works from home 3 days. Monday through Thursday they take turns being home, but on Fridays they are both home. She hates Fridays because it gets a little crowded with both of them trying to share the home office and equipment. I wonder how he feels.

I recently attended a dinner for all the interns in Boston. I’m the only one in the training department, but there are others in tech, real estate and other departments. At one point our conversation turned toward working at home. One person said he briefly worked where they now have completely virtual offices. When you need to physically come to work you reserve a desk and equipment for a day, week or two weeks. They are also temporarily assigned a phone.

One person did comment there were some negatives. For one thing he says he gets more done in the office because it’s often better and faster to see people in person in his field. He’s a techie. Another thing he mentioned is that some people tend to fake it at home. They’ll send a couple emails and perhaps join in to a conference call to make it seem like they are working, but they put in only about two hours.

Need for Online Courses

When I told them what I did, they said they were very happy they could take so many company courses online and advance in job-specific skills. The fact that they could take the classes at their convenience at the office or at home was a major plus. There are some courses that are still given live or on paper. They hope those are transferred online in the near future.

It seems many companies are now desperate for people who can help transfer these courses online. Perhaps we are entering a new golden age for EdTec.

The Birth of the “Lectora Guy”

Since this was the first time they were using Captivate for a project they initially had me help with some of simulations. However, they were also impressed with the fact that on my first day there I sought out online training in Lectora (provided by a Benedictine University) and was up to speed by the second day. In time our team member in San Francisco decided it worked out best if he gave up doing Lectora and just concentrated on Captivate. So he became the project’s “Captivate Guy” and I became the “Lectora Guy.” The arrangement seemed to work. I also became the emergency graphics guy, creating small items that were needed to dress things up. They use an outside vendor to do the major graphics work.

The other members of our team fed us dozens of PowerPoints and numerous emails with corrections and changes. For me, in most cases, these were errors or changes to existing modules. In some cases I was given storyboards and had to build the Lectora pages from them.

The Process

The process they went through to create the training was first a need was identified. In this case, based on a need to improve sale coordination, a new desktop application had been created. It helped sales people keep track of leads and sales, and interface with email and calendar functions in their own and their partner’s Outlook. (As an aside – I’ve been a snobby Mac person for many years, but I’ve now developed a tremendous respect for the power of Outlook to coordinate email, calendars and contact information. It’s become an indispensable tool. There is no real equivalent in Macintosh.)

Then a training document was generated. This document outlines the training rationale, objectives, the skills that would be taught, and proposals for how to teach those skills. It included a project timeline and list of team members and managers with their responsibilities.

The next step is the storyboarding process. Each page of training had a separate storyboard that showed what the page should like, say and, if interactive, what it should do. The storyboards were then subjected to a rigorous review process. They attempt to make most corrections at this level, but inevitably there were many more changes later.

Then comes the development stage. Here some outside vendors may be brought in who are development experts. The storyboard writers are often needed to start storyboarding another project and can’t be spared for development, or they are just not good at it. This is the point were the actual training modules are created.

Once developed the modules are subjected to a second rigorous review process both inside and outside the team. It’s very important to bring in people outside the team who have fresh eyes and no attachment to the work to give objective opinions. Everything is read, the visuals are scrutinized and interactivity tested. They try to make things break if they can. This was the point I came into the process for this project.

After that all errors and problems are fixed and with a blessing from top management, the training is published and promoted to the employees. Bank of America employees are a captive audience. Certain people are ordered to take the training and are paid for the time they spend doing it. Their jobs depend on it. When they take it they have to also provide immediate feedback about the training.

There are four levels of evaluation:

1. Trainee reaction to training initiative: Level One Evaluation Forms completed by participants for Web-Based component.
2. Trainee improvement during the training initiative: Learning Assessment questions completed by participants for Web-Based component
3. Trainee’s ability to take training back to the workplace: Surveys completed by Market Managers, Client Managers after completing training components
4. Business impact of the training initiative: Marketing to pull monthly usage stats and report out on RO utilization

These levels coincide with Kirkpatrick's Four Levels of Evaluation: reactions, learning, transfer and results.

We were going to visit my 86 year old cousin in West Springfield in the afternoon

My cousin has a hair appointment every Friday from 10 - noon

My son is currently in a basketball league

For these reasons we decided to stop at the Basketball Hall of Fame Friday morning on our way to visit my cousin before we drove on to New York.

So let’s recap the steps – we have Analysis, Design, Development, Implementation and Evaluation. Yup, what I learned on day one of my EdTec program is all there.

Personal Notes:

Visit to Basketball Hall of Fame

Initially I thought it would be hokey and uninteresting. I’m not a huge basketball fan, except the college playoffs. But I do have some connection with basketball hall-of-famers from the time I used to work at the San Diego Sports Arena.

While there I met Wilt Chamberlain, who was the owner/coach of the San Diego Conquistadors, and Bill Walton, Helix High Graduate, when he played for the San Diego Clippers. They were big men. Wilt Chamberlain, who is considered the best player of all time, had to duck to get through the doorways in our offices and when I had lunch with Bill Walton his knees stuck out above the table top. I was present for the final game of famous UCLA coach/philosopher, John Wooden. It was one of the most exciting playoff games of all time. UCLA was losing by a point in overtime after coming from behind in regular play, but a last second half-court shot, that was still sailing through the air while the buzzer blared, swished the basket and won the game making them the college champions that year. And I was there to see it.

I was also an emergency scorekeeper once at a Harlem Globetrotter’s when the regular scorekeeper didn’t show up. I was made part of the act when I inadvertently made an error. The Globetrotters temporarily replaced me with a black man saying the white man (me) was trying to favor the other team.

Visiting the hall of fame brought back all these memories, plus it’s a fantastic facility. I’m a history buff and teach multi-media, so what I enjoyed most was the multimedia exhibit that combined display cases with memorabilia along with a series of video screens. Each screen showed a separate video dedicated to a decade of history. The videos tied what was happening with society with that time in basketball history. The building, a huge silver dome with several levels, was filled with well-conceived multi-media displays. This is another field of EdTec, the creation of educational installations.

Ultimately, this is one more example of something that started in Massachusetts that has influenced the world. A tradition that continues today.

Apparently the visit also had the desired effect on our son. He was inspired by what he saw there. When he returned to San Diego he helped his team win all the rest of their summer league games. Before his visit they had lost all their games.

Cousin (It’s the global warming.)

My elderly cousin has a lovely home in West Springfield. She’s actually my mother’s cousin and my second cousin. She’s independently wealthy – a result of her husband’s decision to own the first McDonald’s restaurant in Massachusetts. Nowadays you can’t own a McDonald’s outright, just a franchise. McDonald’s now pays a hefty rent to my cousin each month and operates the business. Ironically she can’t stand McDonald’s food. She prefers Wendy’s.

When I had called to arrange our visit we talked about the unusual weather. Just before my call two tornadoes had touched down in Massachusetts and we had a tropical storm. Matter-of-factly she said, “It’s the global warming.” In addition to our discussion of family things, this ended up being one of our main topics. She and her daughter, who lives with her, are convinced the end is near due to global warming, unless we change our ways. I don’t think it’s that dire yet, but there has been a dramatic shift in climate in this area making winters milder and summers hotter, more humid and rainy. I wanted to see Guggenheim’s documentary about Al Gore’s environmental lecture, “An Inconvenient Truth,” for some time. After this visit I resolved to see it after my family leaves next week.

Giving our Regards to Broadway

On our way to New York we were trapped for hours in a traffic jam in Connecticut caused by an 8 car pileup. We finally made it to our hotel in Manhattan about 2am. The next morning, exhausted, but excited we started visiting as much of New York as we could.

I really wanted to finally see New York because it’s the place I was born. The other thing I really wanted to do here was got to a Broadway play that is actually on Broadway.

I was born in Queens and lived in Brooklyn until I was one-year-old. We moved to the Washington, D.C. area, then Norfolk, Virginia and finally San Diego, when I was in 7th grade. I never had the chance to come back and really see New York.

That day we rode the Staten Island Ferry to see the Statue of Liberty and the skyline. Of course we’ve all seen thousands of images of the Statue of Liberty, but seeing it in person, bouncing on the water, with the wind in your face is very different. It really stirs up emotions and thoughts about history, immigration, the purpose and promise of our nation, and ultimately, because of what’s now missing from the New York skyline, 9-11.

On the way to the ferry we stopped at the half-price ticket booth near Wall Street to get play tickets. Our original intention was to see Spamalot http://www.montypythonsspamalot.com/, but the prices gave us second thoughts. $600 for a two-hour play just didn’t seem to make sense for us financially. We settled for Hairspray and were not disappointed.

We were so happy to finally see a Broadway play on Broadway. A real plus was underlying all the singing and dancing was a pointed message about acceptance. In addition clever staging, one thing that distinguishes a play from a movie is the energy of being live. Each show is slightly different from the others because there’s a give and take with the audience. For instance there was one scene in Hairspray between the father and mother, who’s a man in drag, that got a big audience reaction because of the tongue-and-cheek innuendo. They in turn reacted to the audience and we reacted to their reaction. We all felt part of the joke.

I also reflected on the difference between live classes and online classes. Despite their convenience, I enjoy both teaching and taking classes in person more than online. The instant give and take between teacher and student cannot be replaced. That, and the joy of seeing a light go on in your student’s eyes when they get it.

After the play we had dinner at a wonderful outdoor French restaurant and did a walking tour of Rockefeller Center. It’s one of the most beautiful man-made places in the world. The unified art deco design and décor and sculptures along with how well-maintained it is gives you hope that cities can be inspiring places. Plus, it’s a living place, not a museum. At midnight they were busy getting ready for the next-day’s today show in front of the famous sunken plaza where they ice skate in winter. Nearby is also where they do Saturday Night Live each week. It’s also filled with chic stores and restaurants.

On our way back to our hotel, which was across from Madison Square Garden, we walked through Times Square I had been to New York for two brief visits in the past, but on neither occasion had the time to sight see. I do remember walking through this area once and being scarred and repulsed. Other than the lights it was dirty and shabby. Homeless, hookers, pimps and peepshows were everywhere. Now it’s relatively clean and feels safe. Funny, even the police station there has big neon lights that flash.

I heard that it was Giuliani that really helped clean things up through strict enforcement and by bringing in the Disney Company to help manage the area. This was at the time Lion King was a huge Broadway hit and began bringing families back to the area. This is literally Disneyization.

When we returned to our hotel about 2am we understood why they call New York the city that never sleeps. Especially around Times Square there were people everywhere. They showed no signs of going home any time soon.

Our hotel was also filled with people wearing white Indian style clothing. While waiting for the elevator I asked one about their group. They are American followers of Amma, the hugging saint. This world can use a lot more hugging and a lot less fear, hatred and prejudice.

The next day we visited the Empire State Building, Wall Street, Ellis Island, saw the play, Chicago, and lastly made a stop at Trump Tower. For us the highlights were listening to a historical narrative at the top of the Empire State building and our visit to Ellis Island.

In this now Disneyized New York, the Empire State Building has become another ride in the theme park and there’s actually a ride within the ride. It costs $11 each to ride to the top. For “only” $15 extra dollars you can also ride a virtual roller coaster through New York, similar to the Star Tours at Disneyland. Instead we opted to spend an extra $15 for the three of us to share a taped commentary, by Tony the Taxi Driver. He pointed out the sights and gave a brief history. We could have pointed out most sights for ourselves, but his commentary was really well-written and we learned a lot we didn’t know about New York.

One of the things he said was New York is now a place that mostly provides services and welcomes tourists. It’s no longer a manufacturing center. Another fact is New York was dedicated to business from the start. The early Dutch settlers came to trade, not escape religious persecution like the settlers in New England. Business is its purpose today. He said this created a city of extremes. Extreme poor and rich. Extreme good and bad. Sublime art and crass commercialism.

He also mentioned New York is the most energy efficient city in the US. It’s the only place a minority of people own cars because it’s easier to use public transit.

From that perch another thing that struck me was how small the famous places are that are the subject of so many books and movies. Greenwich Village, Soho, Wall Street, Little Italy, Chinatown, Times Square, the Theater district, Rockefeller Center – they are all just a few blocks in size. Each of those famous locations can be walked through in about 15-20 minutes. They are all just one or two subway stops. New York is a vertical not horizon place.

Ellis Island reconfirmed the strength of our country comes from tolerance and making room for others at the table. One fact I didn’t know was why we have public education. The real motivation was because of the sweat shops that used child labor near the turn of the last century. More than the desire to educate children and end the horrible conditions in the factories, was the desire to end children competing for jobs with adults, lowering wages and to create more jobs for teachers.

Chicago, the play, had amazing Fosse -inspired choreography, but its vision was very dark and actually cruel. It’s a kind of American version of Cabaret. We enjoyed Hairspray more, though Chicago will probably be remembered as a greater achievement.

Lastly we went to Trump Tower, because my wife and son had gotten addicted to the first season of the Apprentice and that's where they shot much of it. My son, who’s named Donald, said he wanted to be and entrepreneur like Donald Trump. We took a picture of him in front with a sign that said, “Hired.” Then we went home. I barely made it back in time to get ready for work that morning.

Whew!!