Basics: Decision points

One of the "of course" touchpoints that I use to keep my training on course is teaching toward decision points. This is especially easy when training processes, but is very effective in product training. It is the easiest way I've found to eliminate the "nice to knows."

Basically, before you touch the content, you ask yourself or the SME "What decision must be made?" There has got to be some decision, an "if this, then that"; otherwise it's just a nice to know.

Product decisions

• Why does the participant need to know about the product? What will they do with this knowledge?


• Answer customer questions (facts about various products). What are the most common questions? What about a FAQ sheet?


• Decide which product to use (Determine the best option for specific needs or a specific scenario). What are the knock-outs? Would a decision tree be helpful?


• Troubleshoot product issues (progressively test product until problem is eliminated)? What are the common problems? Would a decision tree be helpful?
  

Process decisions

• What is the next step in the process? What are the possible choices at that step? What would happen if each choice was made?


• What is generated at this step in the process? Who gets this item/information?


• What is the ultimate goal of the process? Is it worth it?

After determining the types of decisions and the decision points, you eliminate all content that doesn't directly inform the decision. After all, if nobody is going to do anything with the content, what effect will not teaching this content have on the world?