Video solutions at Hallmark cards
“We’ve coined the term ‘flipped training’ which reverses the traditional model,” explains Matt Pierce, training manager at TechSmith. Ahead of the training session, theoretical knowledge isprovided, for example on video, allowing trainees to familiarise themselves with a new resource, topics or content. They arrive ready to apply their learning to a real-world situation.
“By providing learning materials in advance, the consistency and delivery of training content is also significantly improved. Videos can be accessed on an ongoing basis to allow employees to refresh their knowledge independently and revisit topics as required,” says Pierce.
For example, card retailer Hallmark has 13,200 full-time employees worldwide, 40,000 retail outlets and 65,000 products available at any one time, so training’s a key component for them.
Patty Couch, change management training development specialist, says: “Training must live on after projects are rolled out, and be accessible to all users – whether they’re at our HQ in Kansas City, in our field sales force, in a plant, distribution center or subsidiary.”
Hallmark published their first training videos in 2002. Prior to this, they held more instructor-led training classes and spent time covering materials one-on-one with users.
“In addition to a tool to develop web-based training, we wanted the capability to create quick demonstrations that allowed us to capture live screen actions with voice-over. We needed an easy-to-use tool that could be used by our technical staff as well as subject matter experts.
“Management understood the need for this type of technology training and saw the value it could bring up-front. We’ve been able to reduce instructor-led training sessions, and one-on-one support by having videos readily available to users.”