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User Manuals and Job Aids
| Instructional Design Training << Job Aids >> Bristol-Myers Squibb Client Web Site Princeton, NJ 
| I was responsible for developing a 4.5 hour ILT workshop and associated materials on the topic of modalities for training. The target audience was learning managers, directors, and instructional designers.
Bristol-Myers Squibb is a global BioPharma company focused on discovering, developing and delivering innovative medicines to patients with serious diseases. It manufactures prescription pharmaceuticals in several therapeutic areas, including cancer, HIV/AIDS, cardiovascular disease, diabetes, hepatitis, rheumatoid arthritis and psychiatric disorders. | ||
| Customer Service — Job Aids << Customer Service >> << Service Recovery >> Nemours Foundation - A.I. duPont Hospital for Children Client Web Site Wilmington, DE 
| Following the performance analysis, I created two customer service job aids. These integral components of the solution system helped articulate and establish standards for customer service and utilized principles generated in focus groups I conducted.
The Ambulatory Care Clinic serves approximately 1,200 families daily with about 220 associates. It is housed within the A.I. duPont Hospital for Children in Wilmington, Delaware and offers a variety of pediatric sub-specialties. | ||
| Customer Service Scorecard — Job Aid << View >> Nemours Foundation - A.I. duPont Hospital for Children Client Web Site Wilmington, DE
| Feedback is essential to the solution system I recommended. The scorecard was utilized by associates, their colleagues, and their managers to rate and improve customer service. This scorecard was based directly on the customer service guidelines job aid.
The Ambulatory Care Clinic serves approximately 1,200 families daily with about 220 associates. It is housed within the A.I. duPont Hospital for Children in Wilmington, Delaware and offers a variety of pediatric sub-specialties. | ||
| Incident Reporting — Job Aid << View >> Nemours Foundation - A.I. duPont Hospital for Children Client Web Site Wilmington, DE
| Risk Management identified gaps in the use of an incident reporting form. Although they requested an online course, I counseled them that a job aid would be more effective and much more efficient.
Nemours employs 4,100 professionals, including more than 420 specialty and subspecialty physicians and surgeons. One of the nation’s largest health systems dedicated to the health of children, Nemours cared for 239,000 individuals in 2006 during more than 560,000 outpatient visits, 11,000 hospital admissions to the A. I. duPont Hospital for Children as well as an estimated 25,000 to affiliates; and 47,000 surgical procedures. | ||
| Goldmine Org Charts — Job Aid << View >> Nemours Foundation - Nemours Health and Prevention Services (NHPS) Client Web Site Wilmington, DE 
| The NHPS division of Nemours was implementing an upgrade to their Goldmine CRM software. This job aid addresses an associate performance gap in creating Goldmine Org Charts.
Nemours Health and Prevention Services (NHPS), a non-profit organization based in Newark, Delaware, works with families and community partners to help children grow up healthy. Its goal is to effect long-term changes in policies and practices that promote child health and to leverage community strengths and resources to have the greatest impact on the most children. | ||
| Consumer
Studies E-Commerce Project Guide << View >> Department of Consumer Studies, University of Delaware IT User Services Project Client Web Site Newark, DE  | The
bulk of this online software and project tutorial
was designed, authored, and produced by myself. It
is a comprehensive guide and one of the products
from this one-year project which I directed.
Three professors in the Consumer Studies department won a sizable grant to integrate the curriculum of their courses. In utilizing several software packages and an e-commerce environment, the team needed an online instructional guide for students. | ||
| SSH
Secure Shell Manual << View >> IT - User Services, University of Delaware Client Web Site Newark, DE | This
document provides assistance on the newly-deployed
SSH tool.
IT - User Services supports a variety of users across the campus. As SSH replaced WSFTP, many users needed assistance with the new software. | ||
| WebCT
Demonstration Movies << View 1 >> << View 2 >> << View 3 >> IT - User Services, University of Delaware Client Web Site Newark, DE | These
two examples of demonstration movies employ
multi-modal techniques and provide complete
learner control. They cover the Student Presentations
tool in WebCT. I conceived, authored, and produced
all aspects.
Hundreds of faculty use WebCT and require continual support. However, many cannot make the time during the semester to attend training courses. The goal was to provide self-directed resources to assist faculty and students at their leisure. | ||
| Teaching
with Technology Unit — Student Guides << Web Page Design Guide >> << Basic Technology Taxonomy >> Center for Teaching Effectiveness - University of Delaware Client Web Site Newark, DE  | These
focused guides present basic knowledge to enable
learners to achieve the unit objectives.
The Center for Teaching Effectiveness offers an instructional certification program for graduate students pursuing a teaching career in academia. It is important that future instructors understand how to use technology effectively in their teaching. | ||
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