Problem

It is difficult to escape the social media community whether or not you are into business. Over the last ten years, social media has seen a meteoric global rise. During this time, some companies in the customer service industry may have been reluctant to get on board. Employees lack the basic knowledge and skills needed to navigate social media. Consequently, companies have seen a sharp fall in sales and have not been able to engage customers in a meaningful way.

Solution

I recommended an e-learning course to address this issue. I chose an e-learning solution to cater to customer service representatives worldwide with various time zones. In addition to that, the course is self-paced, and users will have lifetime access to the information. By equipping customer service representatives with the information they need and developing basic social media skills, they will be able to engage more customers, leading to increased sales.

Roles and Responsibilities

My responsibilities were to design and create a prototype for this social media course. This involves meetings with key stakeholders to establish the business goal, what people need to do, and why they are not doing it. Contributions from SMEs and others helped to generate the action map shown below. A project plan and timeline were established to guide the completion of the project.

Further meetings were held with Subject Matter Experts to decide on the course’s content. An instructional design document for the entire course was prepared for review and discussion.

A storyboard and prototype were developed to get a sense of the navigation and feel of the course, and critical stakeholders provided feedback. Once the prototype was satisfactory, the course was developed entirely by the e-learning developer, subject to testing, and passed through a quality assurance procedure. All the content was uploaded to the e-Learning Management System for distribution. The course was evaluated to ensure that it met training standards and expectations. The evaluation also served to identify strengths and weaknesses in the course design.