tag:blogger.com,1999:blog-22055982.post5622499934062213451..comments2024-03-28T08:36:29.053-07:00Comments on eLearning Technology: Discussion Forums for Knowledge Sharing at Capital City BankTony Karrerhttp://www.blogger.com/profile/15408035995182843336noreply@blogger.comBlogger5125tag:blogger.com,1999:blog-22055982.post-7495972429950120152009-09-24T12:11:55.969-07:002009-09-24T12:11:55.969-07:00Hi Joe,
Okay… I’ll share too. As Joe stated, not ...Hi Joe,<br /><br />Okay… I’ll share too. As Joe stated, not everybody catches on to web 2.0 or chooses to even give it a try. Some of the success depends on the audience you are trying to engage. In my previous employ, the CEO wanted to use web 2.0 tools so the company could collaborate, share and capture knowledge. <br /><br />This was my first attempt and it was not as successful as this one. I attribute my earlier struggles to several things 1) an audience that was <b>resistant</b> to technology 2) a non-specific plan of use and job to be done. 3) not having a moderator or SME.<br /><br />This time the audience saw the value in using the tool and was willing to give the technology a try. One of our users stated that “They love being able to ask questions and get answers from others who do the same thing I do”. <br /><br />We’ve been using the forum since June 2009. What did I do differently? This time I had the opportunity to provide guidance and coaching in the use of the tools because they wanted to try it. <br /><br />A strategy that Lisa (the moderator) and I have implemented is to take the information that came in from other forms of communication through “the emails and phone calls” and seed the discussion forum. Then when she receives repeat inquiries she directs the user to the discussion forum for the answer rather than providing it directly through the media it was received in. Lisa also makes it a practice to answer the discussion board more quickly than other modes of communication.<br /><br />I’m glad that the post has encouraged you and I hope that it helps you reach your tipping point. Keep fighting the fight – it is worth the effort!Becky Barchnoreply@blogger.comtag:blogger.com,1999:blog-22055982.post-10875858780402195102009-09-24T06:56:35.582-07:002009-09-24T06:56:35.582-07:00Joe - I'm glad you said that. I think that a ...Joe - I'm glad you said that. I think that a lot of people struggle with this. I'll ask Becky to weigh in with her thoughts, but the keys from what I remember:<br /><br />1. This was the only way that the SME would respond.<br /><br />2. Guidance and coaching was provided to people involved.<br /><br />I'm sure there's a lot more to the answer for Becky and more broadly. I personally don't feel I'm good at predicting what will get uptake and what won't.Tony Karrerhttps://www.blogger.com/profile/15408035995182843336noreply@blogger.comtag:blogger.com,1999:blog-22055982.post-1979332873389116952009-09-23T19:13:30.107-07:002009-09-23T19:13:30.107-07:00I'll come right out and admit it. I am struggl...I'll come right out and admit it. I am struggling to achieve what Becky has done at Capital City Bank. I've come to the harsh realization that not everybody catches on to web 2.0 like my fellow tweeps and blog followers. In my case, I am trying to reduce tech support emails/phone calls by implementing the use of forums. I'm really having to twist arms to get people to use the forums rather than shooting off an email or phone call. I'd be curious to know how long it took until Becky's forum reached the tipping point and had replaced the emails and phone calls. I am slowly making progress but it is a hard fought battle. This post has encouraged me to keep fighting the fight and some day they will see the light of web 2.0Joe Deeganhttps://www.blogger.com/profile/10222566841920170710noreply@blogger.comtag:blogger.com,1999:blog-22055982.post-5108826614312983772009-09-15T12:38:05.102-07:002009-09-15T12:38:05.102-07:00The important thing here (and this is panning out ...The important thing here (and this is panning out in my research) is the culture of using forums coming from the top. <br /><br />I'm sorry, but if the top management is not on board, no one will be.V Yonkershttps://www.blogger.com/profile/11910904367068063554noreply@blogger.comtag:blogger.com,1999:blog-22055982.post-67274740371811078372009-09-15T07:06:07.385-07:002009-09-15T07:06:07.385-07:00This is a great idea and I have been trying to fig...This is a great idea and I have been trying to figure out how to make it work at our company for a long time. The main issues are security and having resources to monitor for accuracy. It is very helpful to have this success story!Anonymousnoreply@blogger.com