Notes
Outline
Simple things (still) work
William Horton
William Horton Consulting, Inc.
Boulder, Colorado  USA
[WHC Site]
Big changes
Changes in communications touch our world and our lives
[Big Changes]
[Horn book]
[Typewriter and PDA]
[Telephones]
[Newsboy and fiber optics]
[Listening to radio]
[Weather satellite view]
[Decision makers]
[Library]
[Teacher]
[Computer user]
[Old idea of community]
[No normal]
[Andretti re speed]
[Future happened]
Do not trust experts!
Even me
[Flying machines impossible]
[5 computers worldwide]
[Decca rejects Beatles]
[Microchip good for?]
[Less than 1.5 tons]
[640 K enough]
TV pictures of paper pages?
Design works
Function, beauty, grace, clarity
[Design is difference]
[Design is soul]
Dump-truck table of contents
[E/// phone ugly]
See-through text
Gray clouds
Barf-bag background
Speed works
Minimize delay between problem and solution
Informational hide and seek
Murderous indexing
[GE]
Help beyond help
No help Help
[VR art museum]
[Artist in physical museum]
Museums as search engines
Calculators
Replace long tables and complex formulas
Remove mathematical ability as a barrier
Great give-away
E-consultants
Self-service works
You will never know more about users than users do
[Cisco]
[Webcor]
Provide active alternatives
Coach users through practice
Discuss problems
Chat with support
Profit works
Economics defines the rules
[Economy change]
All products are k-products
All work requires knowledge
In the industrial economy …
In the knowledge economy …
Knowledge adds value, lots of it
Wanted: Skilled workers NOW!
Education is worth more
[HP]
[Oracle]
[Adult ed business]
Fun works
Pleasurable experiences motivate users
Add practice and feedback
If they don’t understand, shout!
Hands-on activities
Simulations
Virtual laboratories
[More games]
Learning works
Learn like a child
[Children lead]
Who do you hire?
Success story: Nokia and Finland
[Learners learned]
New models and metaphors
The way we think about education, training, communication, skills, and knowledge must evolve
[FLW on hammer]
What do people want?
Publishing – Go beyond it!
Catalyst model - Get it!
How people will learn
[Suggestions]
Summary
A rousing conclusion!
Then vs. Now (Now is different)
Help = a one-stop knowledge shop
Make Help the knowledge portal
Use Help as the source to all the assistance needed by users.
Users need more than step-by-step instructions.
Link to Web and Internet resources.
Provide access to human assistance:
Support technicians
Mentors and coaches
Fellow users
Automate locating and accessing needed resources