Building job aids in Toronto: the good

MomAs a girl from a small town in Nova Scotia, my mother had to go a long way for her professional development. It’s 1,200 miles (and they were miles back then, not kilometers) from Inverness to St. Michael’s Hospital in Toronto, where she did her nurse’s training, just before the outbreak of World War II.

Apart from a belated recognition of Remembrance Day, the Canadian term for what the U.S. calls Veterans Day, it’s as good a way as any to mention Toronto (known in the Victoria era as “Toronto the Good,” for its alleged  propriety). I spent a week there recently at the CSTD Conference there and led a session called Building Job Aids: How, When, Why.

I have some biases regarding job aids.

One is that an awful lot of people who call themselves instructional designers like to design instruction. So they write objectives and plan activities and encourage discovery and structure experiences. Some of them go on to embalm these things in SCOs. All in pursuit of that elusive transfer of learning.

A corollary to that bias: it never seems to occur to some of these people to not design instruction. For example, they don’t create job aids. They don’t see job aids as a way of reducing or eliminating the need for formal training, nor as a tool that people use on the job and thus should practice using during formal training.

Instead, job aids get crammed to the back of the cognitive closet, next to the icebreakers and under the smile sheets. Besides, you can’t track job aid use in an LMS, so how good can they really be?

Job aid for when the chips are down

Guys: if people don’t use it on the job, it’s not a job aid.

I kid because I love. Actually, I kid because I’m puzzled by the non-use of so practical a tool. So, in part because I’d like to make myself better known in Canada, I created a session that I thought would appeal to people who’d thought about job aids, or wondered about them, and who were interested in finding out if job aids made sense for the workplace problems they grapple with.

I included lots of examples of job aids, which I’ve been adding to my show-and-tell blog, Dave’s Ensampler. I included an exercise in which people would describe to a partner some task they knew about, with the listener assessing that task’s suitability to job-aiding using questions that I’ve discussed here before (When to Build a Job Aid).

What I did not do was to first walk them through–which, let’s face it, often means talk them through–that process. Given their likely backgrounds, people in my session were likely capable of putting a decent job aid to use on their own.

So: this allowed more time for the exercise, since I wasn’t going on about the exercise. Second, it provided a clear albeit small demonstration of a job aid taking the place of instruction. If people could get through the task-assessing exercise without my telling them how, even though they hadn’t made this sort of analysis before, then it’s pretty clear you don’t have to train people just because you’ve uncovered a skill-and-knowledge gap.

We discussed the decision questions afterward, and if you can imagine such a thing, there was very little puzzlement or confusion about what goes into the decision and why.

So then I did talk a bit, showing how a good task analysis is whispering very loudly that certain tasks would be great to job-aid. My experience is that this would be a new concept to many, so I demonstrated with a short example, and using that example showed some features common to all job aids.

At that point, we went into a second hands-on exercise. The day before my presentation, I created this as a replacement for what I’d originally planned to do. As I had been rehearsing, I felt that people weren’t getting enough opportunity to do things for themselves.

Why not have them try to create a decision table?  From the web site of the Superior Court for King County, Washington, I copied instructions on how to file for a protection order (an anti-harassment protection order, a domestic violence protection order, and so on). I chose this topic to emphasize that  job aids can apply to important real life tasks and not just to refunding a store purchase.

Participants started with a set of descriptions (created by me based on the court’s actual guidelines), along with a job aid for creating decision tables. For an exercise at 4:15 in the afternoon, less than an hour before conference-sponsored drinks and snacks, people seemed very engaged–lots of talk within the table groups, not too many obvious signs of boredom or frustration.

Thanks to comments from participants both in the session and afterward, there are changes I’ll make. My original thought was that I needed to add a detailed demonstration before the exercise. A week later, though, I think that’s just my internal instructor dying to explain something again.

Instead what I’m going to create  is a better  job aid for how to build a decision table once you’ve analyzed a task like choosing which protection order a person needs. I think an example–a model of building such a table–makes a lot of sense, and it too will probably be a handout.

In other words:

  • Provide details for the task that’s going to be job-aided
  • Provide guidance in drafting a decision-based job aid
  • Provide the least amount of description / explanation / instruction possible

Then, get out of the way. Let people work with the tools. Let those synapses fire. Stand ready to respond to questions or comments, with the aim of helping people come to their own answer.

I’m grateful to CSTD for accepting my proposal, and I’m indebted to the people who participated in the job aids session. Thanks to them, I’m putting together what I think of as a workbench (rather than a workshop): an engagement of three days or so in which I work with clients to build up job aid skills and immediately apply them to real work challenges. I’ll act as a guide in the skill area and as a coach for the client’s own efforts to build job aids.

CC-licensed photo by Carlos Almendarez.

One thought on “Building job aids in Toronto: the good

  1. Dave,
    As a practicing Instructional Designer, I loved this post. I believe sometimes it’s the simplest things that can make the difference. Thanks for sharing!


Leave a Reply

Your email address will not be published. Required fields are marked *