Continuing Professional Development

Implementation and Delivery: The 6th key to quality continuing education

Flickr Photo by NASA on The Commons

The first rule of implementation and delivery, follow your action plan. Be patient and give your plan time to develop and unfold. On an organizational level think in terms of a process that may take 2- 3 years to see real results. Between your needs assessment and analysis (Key 3) and planning and performance projection (Key 4) you should discover that you have been provides with direction and a path to follow. At the course level, keep a close eye on the competition, technology, along with your profession or trade issues. The entire world of continuing education and professional education has changed in the past several years. With four generations now in the workplace there is still room for the tried and the traditional but build a little flexibility into your plans to accommodate some advances in technology. Don't be afraid to try the new and the different but do so in measured steps that connect to your strategic education plans. Technology is changing faster than your three year plans. Stay as current of technology as your budget will reasonably allow. Be prepared for continual change and adjust accordingly. Plan on it!

A Key 5 ROI: Unifying Marketing and Promotion thru Social Media

Flickr photo by UW Digital Collections

Last February one of our staff, Jacob Robinson convinced me and several others that we should join him and several marketing and sales folks from FedEx Services for dinner at a local Georgetown restaurant. As it turned out, not only was it a great dinner but perhaps one of the more significant business learning experiences that I have been exposed to in a long time. The social conversation turned from advertisements during the Super Bowl to exposure to the type of information and education that many senior executives would pay handsome sums to experience. Our host for the evening was William Margaritis, Senior VP Global Communication & Investor Relations, FedEx. FedEx has been regularly ranked in the top 10 on the FORTUNE magazine “World’s Most Admired Companies” and “Best Places to Work.” Under his leadership, the FedEx communications program has been recognized as “best-of class” in the discipline of reputation management.

Blog contribution by Jacob Robinson, Curriculum Development Manager at the Green Education Foundation.

Social media has become a buzz term that we hear talked about in our offices and see written about in news and blogs nearly every day for the past couple of years. “How to Maximize Social Media in Your Firm” or association or something similar is a common title for blogs and articles that seek to provide strategies on embracing social media in a holistic and meaningful way. Yes, social media is in. It’s hip. Everyone is talking about it and everyone is doing it. In other words, “If you’re not there; you’re noticeably absent,” as a 2010 study by FedEx Corporation stated. Companies and organizations everywhere on the planet are participating in social media in one way or another, with many continually increasing their annual budgets for such programs in both external and internal communications.

However, be wary of the rewarding temptation to only use social media as a promotional tool; while you may see an ROI of views, retweets, and hits, this limiting output could put your company at risk of relying too much on brand. As companies like FedEx and Southwest Airlines are successfully showing best results come from fully integrating social media into your promotions and your marketing business plan. Even for smaller organizations, it is paramount to understand that social media is a two-way street, whether B2C or B2B, your level of engagement (including follow-ups to posts and tweets) is a key factor to successful implementation. With social media, you have at your hands a powerful set of tools to show the world the culture of your business, not just what products and services your business provides, but who you are as an organization. Through these means, you can effectively promote your education program and build brand reputation leading to customer loyalty and business strength.

I want to end by first thanking Mr. Margaritis for a wonderful evening, both entertaining and educational. You have an excellent sales and marketing staff in the DC area. And next, I would like to thank Jacob Robinson for writing this blog and convincing me that the business dinner would be much more valuable than just food and wine. Best of luck Jacob on your new position!

The Fifth Key for the Product Manufacturer to Offer Successful Education Courses: Marketing and Promotion

You will find that most successful product manufacturers have some form of internal professional development for their own staff. For this article I want to focus on the product manufacturers who provide education courses to their clients as part of a strategic marketing approach. Within the design, medical and financial fields the marketing department of a product manufacturer will arrange to offer education courses in a firm’s office, at the professional association local chapter office, and occasionally in a local hotel.

Those businesses that rely on their brand reputation alone will likely fail in their education efforts. When it comes to education, adequate promotion and advertisement is essential. Marketing and promotion of education programs has changed dramatically in just the past 2 - 3 years. Mark Johnson FAIA, CKD, AIBD was a primary force behind two winners of the AIA/CES Award for Education Excellence in the product manufacturer category. Mark led the team at CertainTeed, when they first won the award twice in the late 1990’s. Mark then lead the Whirlpool Corporation architecture education program in 2009 when they won the same award. Mark indicated that with CertainTeed they originally did all the traditional types of promotion of their education courses, trade shows, printed materials, and direct mail. At Whirlpool Mark began to alter his promotion approach by cutting back some of the traditional methods, in large part due to the economy. As a replacement he added online advertisements and online sponsorship. Today Mark has gone high tech, with emphasis on social media. For Mark there are now fewer trade shows, fewer printed brochures, and fewer online advertisements. Several times a day Mark tweets online to build brand awareness with the design community and consumers. Mark lists as the big three social sites for the design industry, Facebook, Twitter, and LinkedIn. Mark states that social media is like an overlay on top of all of the traditional promotional methods What once took weeks or months to plan and execute now takes hours and minutes, and he can reach both a broader audience and a highly targeted audience. Through Twitter he can promote thought leadership, industry events, and products, real time throughout the day.

To bring marketing and promotion into the present I would point you to the blog of an interactive marketing and online media expert, Elizabeth Grenier. As the Strategic Accounts Manager at Percipio, Media Elizabeth writes that there are 3 eCommerce Phrases You Should Know Using Social Media. she lists E-auction: A tool used in industrial business-to-business procurement; Web 2.0: A second generation of web-based communities such as social-networking sites, wikis, blogs, and folksonomies, which aim to facilitate creativity, collaboration, and sharing among users; and Virtual communities/Community of Practice: A group of people that primarily interact via communication media such as letters, telephone, email or Usenet rather than face to face.

The Fifth Key for Firms to Successful Education Courses: Marketing and Promotion.

The Fifth Key for Firms to Successful Education Courses: Marketing and Promotion.
The emphasis for most firms is internal professional development of their own staff. Those firms that think strategically will include key clients when it is appropriate to share knowledge and information on common critical elements of a project during their training sessions. Even though most training is internal for firms I still want to highlight the fact that there are two actions that need attention as the firm builds their education programs, marketing and promotion.

Be sure that your firm’s education strategic plan is integrated into the business marketing plan. As part of the strategic development process, include a targeted needs assessment of not only your staff but one that includes the education needs of your clients as well. For your firm to be most effective your staff will need to be aware of the knowledge level of your clients related to the projects you are working on together. Do your clients need to have your staff teach them through each step of the project or merely inform them of your progress as you work through the scope of work? If you find that your staff consistently needs to train your clients then you need to be sure that your staff is knowledgeable about the subject and know how to train your client. How does this become a part of the firm’s marketing plan? Your trained staff becomes a selling point.

During the past several years, in large part due to the economy most firms have had to alter their approach to offering internal education to their staff. Most firms cut back on staff support, others released their education staff, and still other firms cut out the budget for education entirely. According to Jill Faulkenberry, PHR, Director of Human Resources at the architecture firm FreemanWhite, Inc., firms have had to reduce their education efforts and become smarter about how they offer professional development. I asked Jill, with four offices, Charlotte, NC, San Diego, CA, Nashville, TN, and Leeds, UK how do you communicate what, when, where, how and why staff should take internal classes. Jill stated that even with an award winning sophisticated intranet system FreemanWhite relies on the basics. Jill says the firm uses staff meetings to promote important upcoming training; those the firm leadership believes support the mission and/or culture. The most widely used promotion method is email and the notice taped next to the coffee machine. For the FreemanWhite Academy – a structured program that is integrated into the employee’s performance appraisal and promotions, the classes are promoted on the FreemanWhite internal website and internal newsletter. Jill stresses, “keep the promotion timely, accurate and simple.”

As the Director of the FreemanWhite Academy Jill realized that sometimes it is better to let others provide support and assistance. Thinking strategically FreemanWhite wanted to share some of their in-house developed courses with the rest of the design and construction industry. To achieve this goal FreemanWhite Academy partnered with AEC Daily to market and promote some of their online classes.

The Fifth Key for Successful Association Education: Marketing and Promotion.

Associations can be successful by concentrating on their core mission. Their marketing approach should draw attention to the mission using a focused brand image. But just because the overall marketing approach contributes to the success of the association do not expect that same approach to work as well for the association’s education program or courses. When I discuss education within the context of an association I go back to my first key to building a successful education program - the commitment and support from the association’s leadership toward supporting and promoting the education program. Needless to say, the association’s education program should support the mission. However, while providing mission support education programs are still bound to their own set of traditional guidelines and business rules. My experience tells me that everyone knows what good education looks like – just ask them. Everyone has gone to school and attended classes at some point in their life. And everyone has an opinion on which teachers or instructors they liked or didn’t like, and why they feel that way. I call this the education expectations of the association’s leaders and members. Key two is critical in focusing in on the education expectations of the members through needs assessment.

For associations the fifth key is to promote the mission through education while identifying the related issues and developing education content that is offered to the membership meeting their expectations. The leaders of the association education must commit to including a separate promotion and advertising campaign of their education programs and courses not only to the general membership but also to targeted, special interest groups. I do not know of any association that would try to hold an annual conference or convention and not provide a directed promotion and advertising campaign to support that effort. Within most annual conferences you find sub-groups, those looking for information that addresses their interest.

There are those that believe that by simply marketing the association brand, they are also promoting their education courses. I do not hold that belief. What I have observed working closely with numerous associations over the years: poor promotion and advertising generally results in poor results based upon industry standard measurements of successful. Education programs and courses frequently succeed or fail based upon the success of the promotion campaigns of individual courses or specialized education programs such as certificate programs. You can have the world’s most advanced cutting edge courses taught by the most knowledgeable subject matter experts (SME), and delivered in the most appropriate formats at the right price - but if your target audience doesn’t know about event – it will fail. Associations that rely primarily on their reputation and branding for the association alone will incur poor results for their education efforts. When it comes to education adequate promotion and advertisement of the courses, related products, and services is essential for success.

The Fifth Key to Successful Education Programs and Courses: Marketing and Promotion.

Photo on Flickr by Mikko Luntiala

Note that I use two action words here, marketing and promotion. If the education program is intended for internal organizational use then be sure that your marketing plan is related to the needs assessment of your staff and indirectly to your clients. If the organization has fewer than 50 staff, internal promotion can be simple. Usually internal promotion can be successful on the organizations website, internal newsletter, email blast or a notice taped next to the coffee or soda machine.

If the program or course is intended for external use then be sure that your education marketing plan is included as part of your overall organization plan. Many organizations believe that by simply marketing their organization brand, that they are also promoting their courses. Education programs and courses succeed or fail based upon the success of the promotion campaigns of individual or collective courses or specialized education programs. You can have the world’s most advanced cutting edge course that is taught by the most knowledgeable subject matter expert (SME), which is delivered in the most appropriate format, and offered at the right price - but if your target audience doesn’t know about it – it will fail. Those organizations that rely on their reputation and organizational marketing alone will likely fail in their education efforts. When it comes to education, adequate promotion and advertisement of your courses or education products is essential. Budget accordingly with separate line items for promotion and advertising of education courses within the overall marketing budget.

What Content?€- The missing fourth key for product manufacturers.

The missing fourth key to unlocking the secrets of a quality education program for the product manufacturers and service providers includes external assistance. Product manufacturers can be effective in the developing a systematic approach that will identify the appropriate subject matter content and support a consistent work flow process. Product manufacturers are rarely effective in the design and development of the actual course that they offer. If a product manufacturer was to ask, €œWhat do I want the participant of this education program to be able to do upon completion of this class? The answer would be? If your first thought was to either buy or use our product you would be among the vast majority.

I have reviewed thousands of product manufacturer course evaluations. I have listened to hundreds of professionals talk about manufacturer'€™s courses. And I have sat in on hundreds of these courses myself over a period of more than 20 years. I have just one piece of advice for the product manufacturers who are thinking of develop these courses, get out side professional help.

What the product manufacturer often does have is a reliable source of new content and potential material that could be used to offer a steady new supply of continuing education courses offerings. Instead they often teach the same one, two or three courses over and over. There are a multitude of education formats and delivery models from which a product manufacturer can choose. Unfortunately they are so often locked into the mainstream sales and marketing approach that requires they stand in front of their customer. While this may still be the most effective for them the rest of the world is moving on without them. And then you must ask: "Where are the learning objectives?" Remember that we are talking about education courses and they are not supposed to be direct sales pitches.

Over the years I have seen many very good product manufacturer courses. CertainTeed offers some excellent examples. They were ever a multiple winner of the AIA/CES Award for Education Excellence. And as you can guess, they used education consultants to assist in the development and design of their courses. I only ask of most product manufacturers, please do not try to do development and design education courses on your own.

“What Content?”- An opportunity for firms, use the fourth key to unlock the secrets of a quality education program.

Firms that are serious about professional development can use the fourth key as a framework for ensuring that their staff receives quality professional education. Firms are in a unique position in that they often are the source of knowledge; they have the subject matter experts (SME). This positions the firm as the leader and potential source of content. They are an excellent source to develop project based courses built from lessons learned from their own projects. At a minimum, these studies can be used in mentoring programs and establishing a firm culture of learning.

Let me begin with small firms, I define this as any firm with under 25 staff. Smaller firms should collaborate; work with other similar firms or even some client firms. When it comes to professional development your firm will benefit more if you cooperate with other firms on mutual interest topics. Remember, there is strength in numbers. Individuals from small firms usually rely on trade and professional association meetings, workshops, and conferences for much of their education. This is a great source for broad based professional education and includes the added benefit of networking. But for a more focused approach of obtaining education that is also related to addressing your business needs consider setting up some type of education “collective”. As a collective you increase the number of eyes that are scanning for that reliable source of new continuing education content and materials that is right for your business. The source of the education content may now be internal from anyone within the collective, or external as is common, or a blend of both.

It should be noted that all successful continuing education programs develop a systematic approach to identify, obtain and monitor the quality of the education material, how it is processed, designed, developed and delivered. A consistent approach to how the content follows a process flow enables the firm to establish and maintain checks and balances. As a firm grows in size, more effort should be placed on establishing a work flow process that monitors these elements.

There are a multitude of education formats and delivery models from which a firm can choose. According to ASTD, in 2010 for the first time in history the number of online education courses had passed the number of traditional classroom style courses. So ask, which model is best for the firm and the clients that they are trying to serve? (Yes, include your clients s some of your internal education activities).

“What Content?”- Associations struggle with the fourth key of a quality education program.

For most small associations the answer is usually “yes.” For many mid-sized associations the answer is “yes, most of the time.” For large associations the answer is, “well, it depends.” The question asked, “Does your association struggle with the fourth key to unlocking the secrets of a quality education program?”

The fourth key to developing a quality education program is for the association to develop a systematic approach that will identify the appropriate subject matter content and support a consistent work flow process. Most small associations and many mid-sized associations have great difficulty finding appropriate content for their programs on a continual basis. These associations can be found relying on the same few subject matter experts to provide content and delivery, over and over again. Even well stocked wells have been known to go dry.

Regardless of their size associations still need to establish a reliable, wide based source of new content and materials that will position the association as a supplier of vetted, industry related quality continuing education courses. The source of the education content may be internal, external or a blend of both. Successful continuing education programs develop a systematic approach to identifying, obtaining and monitoring the quality of the education material, how it is processed, designed, developed and delivered. Most associations simply do not have enough resources to do all of these things themselves. However, even for the small associations an appropriate check and balance system can be established using limited resources with involvement of members and stakeholders.

There are a multitude of education formats and delivery models from which an association can choose. Which one is best for the association and their members and stakeholder? Developing clear course learning objectives, when done at the beginning of the process and when done properly will guide the association in selecting the appropriate subject matter experts (SME), the best course design, the appropriate content structure, and the most effective delivery method for a course. If there are any special requirements such as CEU’s, ILU’s, license or certification standards that need to be met then it is critical to insure that a system of safeguards is in place. An established system can be as simple as a check list or as complex as a sophisticated computer metrics.

“What Content?”- The fourth key to unlocking the secrets of a quality education program.

Photo on Flickr by cogdogblog Alan Levine

The fourth key to unlocking the secrets of an a quality education program for an organization is for the organization to develop a systematic approach that will identify the appropriate subject matter content and support a consistent work flow process. Regardless of the type of organization, the organization will need to have a reliable source of new content and materials to be in a position to offer a supply of continuing education courses. The source of the education content may be internal, external or a blend of both. Successful continuing education programs develop a systematic approach to identifying, obtaining and monitoring the quality of the education material, how it is processed, designed, developed and delivered. A consistent approach to how the content follows a process flow enables the organization to establish and maintain a quality checks and balances.

There are a multitude of education formats and delivery models from which an organization can choose. Which one is best for the organization and the customers that they are trying to serve? Developing clear course learning objectives, when done at the beginning of the process and when done properly will guide the education administrators in selecting the appropriate subject matter experts (SME), the best course design and format, and the most effective delivery method for a course. When this process is repeated following an established yet flexible system the quality of the overall program increases. If there are any special requirements such as CEU’s, ILU’s license or certification standards that need to be met then it is critical to insure that the system checks to insure that they requirements are matched.

The established system can be as simple as a check list or as complex as a sophisticated computer metrics. The organization administrators can determine what works best for them, as long as they establish a system.

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