Design Document for

ISA New Employee On-Boarding Training

By Alex Julius
Purpose of the Course Help new employees get acclimated to their new job tasks and work culture in two weeks.
Audience Description

Major Course
Objectives (Terminal)

Course Enabling
Objectives

The audience comprises of new ISA employees, ages 24-65, 67% of whom are female. All have at least a high school
diploma or GED, some have bachelors and some masters degree. Most employees hold administrative positions in the
office. English is the first language for most employees. Some employees will be intrinsically motivated by the fact that
this will be a daily task they need to complete and do so efficiently. For others, this task only happens on occasion and
they may not be as motivated to master this skill.

Select an appropriate educational product for a customer based on their communicated needs.
Summarize the differences between ISAs seven credentials, including their intended audience, and the eligibility
requirements for each.
Successfully help a customer navigate to the online store or event registration websites to buy products or course
registrations electronically, both in email and over the phone.
Successfully utilize the resources available to aid employees, including people, equipment, and technologies.
The following enabling objectives all correspond with the highlighted terminal objective.
Describe ISAs customers, both arborists and non-arborists.
Log-in on an ISA-appointed computer.
Look up a specific customer in the ISA Customer Service Database.
Compare ISAs three main websites and their intended audience.
Explain the main benefits of ISAs professional and student memberships.
Describe ISAs main annual events and list three incentives for attending each.
Identify ISAs best selling products with the highest margin.
Given a scenario, match a product to a customers needs.

RLO Enabling
Objective

Look up a specific customer in the ISA Customer Service Database.

Learning Assessment
for Course

There will not be a formal assessment for this course, as it will be wrapped into a continuation of staff training. Employees
will complete all on-boarding components and will begin their main job duties once theyve completed all required
components.

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Learning Assessment
for RLO

This section will be followed up with a comprehensive branching scenario with a virtual customer. The learner will need to
gather pertinent information to find the correct profile in the database. This simulation will be more realistic to how they
will use the tool, as customers do not always provide the necessary information outright.

Instructional Delivery This course will be offered as a blended program with face-to-face interactions, scavenger hunts, staff interviews, online
method for Course
components, and network and database demonstrations.
(overall)
Instructional Strategy Drills the learner will receive simple customer profiles with some basic information. They will need to use the relevant
for RLO
information to find another piece of information about the correct customer. They will run through this multiple times with
different quantities and types of information made available.
Media

The RLO will be delivered in a computer-based format, using a combination of video and audio.

508 Accommodations

All text will have an optional audio track connected. The course will have minimal color, but all components will be
identifiable in grayscale.

Course Structure
Description

The course will cover seven main units, each of varying lengths: About ISA, Information Technology, Work Culture, ISA
Departments, Employee Procedures, Building Orientation, and Human Resources. Each unit will be the same for all new
hires except the Employee Procedures will depend on the needs of the current position for which the person was hired.
Each unit will be delivered by different means, depending on the content. The RLO outlined for this course is covered in
the Employee Procedures section.

Seat Time of Course

New employees will be given two work-weeks (80 hours) to complete the on-boarding training. More time will be granted
if needed. The actual seat time for the course should be 20 hours.

Seat Time of RLO

30 minutes

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RLO Outline

1. Objective: Look up a specific customer in the ISA Customer Service Database.

2. Context of this skill review with the learner when and why they may need to use this skill. Customers often call the
office to order products, update contact information, purchase memberships, confirm CEU count, question exam results, or
for any other needs. To provide the most accurate information, it is imperative that the employee finds the correct customer
in the Customer Service Database, or else risk exposing private information of another customer, shipping products to the
wrong address, recommending products that may not be relevant to them, or other missteps.
3. Information that you can search by in the database: first name, last name, Customer Service ID (CSID), Cert ID, email
address, sale order ID (SOID).
4. Information that can be used for confirmation: CSID, Cert ID, first name, last name, mailing address, phone number,
email address.
5. Demonstration of how to search and find info in the database mainframe.
6. Drill and practice with basic customer information (immediate feedback provided).
7. Benefits of now knowing how to look up a customer; information that can be found in a customers profile: order
history, exam dates, registrations, exam scores, membership status, quiz registrations, etc.
8. Branching Scenario with simulation of real customer.

RLO Flowchart

http://www.gliffy.com/go/publish/image/9852851/L.png <- only seems to work if you copy/paste the URL into a web
browser.

Screens/Pages in RLO 21 screens

Knowledge Checks or
Other Assessments or
Practices for RLO

____Dichotomous (T/F, Y/N, etc.)

__X__Multiple Choice
____Multiple Select
____Drag and Drop
____Custom describe; if appropriate, supply flowchart in an Appendix and reference it here.
__X__Other branching scenario with multiple choice answers

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Rollovers/click events

__3__Rollovers
__30__Click Events

RLO Navigation

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This course will include a main menu to the left, giving the learner a full picture of the course. Each slide will feature a
PREV, NEXT, and MAIN MENU button. Pages with video will feature a PAUSE button, and each text will have a speaker
icon to indicate the optional use of audio. Progression of the course will be tracked in the main menu to the left, as well as
a progression bar along the bottom with key hurdles highlighted. The course will not fill the whole screen to allow the
learner to switch between the course and the database.

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Screen Layouts for

RLO

Development Tools
for RLO

Articulate Storyline; DemoCreator for screen captures, audio recording from home studio.

Ownership

The Associate Director of Educational Goods & Services will develop the initial course; however, the Educational
Development Manager will maintain the course. The course is being developed for the International Society of
Arboriculture.

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Development Time of
entire course and
RLO

The RLO will take an FTE approximately 5 hours to develop, once written and designed. The whole course will take
months to develop. However the entire on-boarding does not need to be complete before delivery. Components of it can be
released as new employees are hired.

Support requirements Development of the course will require cooperation from all staff to serve as SME on the topics with which they work
for RLO and course
most closely. The course will also require the use of the ISA databases, facility, technology, and staff participation.
Project
Sign-off [optional]

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Please sign below indicating agreement with the proposed course plan and approving start-up of the storyboard and
development phases.

Instructional Designer

Date

Project Manager/Sponsor

Date

2/24/2016