July 2010

Performance Improvement in the Piedmont The Official Newsletter of ISPI Charlotte, Vol. 1, Issue 6

President’s Message Chapter President Dick Handshaw reflects on his experiences during the month of June and the relevance of ISD today.

Page 2

Uses for Social Media Kevin Jones shares some of his observations and insights about the use of social media to enhance performance in the workplace.

Page 5

Member Profiles Learn more about ISPI Charlotte members in our Featured Member Profiles section.

Page 7

Social Media Used to Improve Performance

Kevin Jones presents at August meeting

When most of us hear the term “social media,” we think of Facebook, Twitter, and those people who update their profiles or tweet every two minutes. However, these user-driven technologies have some interesting potential for those of us in the performance improvement field, as Kevin D. Jones will explain on August 12. In his presentation titled “Using Social Media for Learning & Performance Improvement,” Jones will help us to understand (1) our roles regarding social media & networking, (2) how they can and have been used in organizations, (3) how to overcome some of the objections we will face, and (4) the questions we will need to answer when forming our social strategy. In addition to his role as the Social Media & Networking Strategist for NASA’s Marshall Space Flight Center, Jones is president of Engaged Learning: Enterprise 2.0 Straight Talk. At www.engagedlearning.net, Jones shares his observations and lessons learned about the use of social media in various contexts. One of Jones’s messages is that we need to change our way of thinking about social media. In his blog “PLEASE Don’t Blog or Tweet,” he emphasizes the need for us to use social media tools for the right purposes. “We need to weave them in the way we work,” says Jones. We welcome his insights that may help us to discover how this might be done in our own organizations.

by Andy Tucker

“We need to look at our job [as instructional designers] as “enablers” of performance improvement not the “creators” of the experience of learning and performance improvement.”

– Kevin Jones

ISPI Charlotte July 2010

2

The month of June was inspiring for me. I attended Ruth Clark’s Evidence-Based Training Methods workshop in Raleigh and enjoyed Darryl Sink’s presentations for our June chapter meeting and full-day workshop. I really enjoyed learning from both speakers. For the past ten years there has been a debate raging in the learning world. Is the ISD process as we know it obsolete or is it still useful and relevant? Darryl helped me resolve that debate, at least in my mind. The answer lies somewhere in between. The actual model that you use is not as important as how you use it. In listening to Darryl talk about his experiences, it is clear that he approaches each new project differently. He decides which steps in his process he will use for the specific set of circumstances in each new opportunity. There is no one process that meets the needs of every new project. There is no silver bullet, just good planning and intelligent choices. Sure, instructional design is based on good science. But sometimes, how we use it is part art and part science.

As always, Darryl places a strong emphasis on good analysis. He knows this is the only way to develop learning that gets results and prevents the development of learning that isn’t needed. This not only contributes to quality but also saves time and money. Another aspect of Darryl’s process that I particularly like is what he

calls Developmental Testing. This is the practice of developing a prototype that represents your overall instructional strategy and testing it with a small group of sample learners.

You use the data to verify that your strategy achieves its intended results. The data is also used to make revisions as you continue the iterative instructional design process.

I know Darryl helped me resolve the debate about the obsolescence or relevance of the Instructional Systems Design process. If you missed it, we have the Thursday evening program available on video. PS. For a review of Ruth Clark’s workshop in Raleigh, read my blog at www.dickhandshaw.com

Warmest regards, Dick

From the President

ISPI Charlotte is on Facebook, LinkedIn, and Twitter Keep up with all of ISPI Charlotte’s latest events and conversations by linking your Facebook, LinkedIn, and Twitter accounts to ISPI Charlotte’s pages.

Link to us on social networks

Check out ISPI Charlotte’s Financial Update As a member of ISPI Charlotte, you can access our chapter’s financial reports to see how your investment is working to provide you with great programming at a low cost. Please visit www.ispicharlotte.org to view our chapter’s financial update. Log in with your email address and password. Select the Members Center tab and click on Financial Report

2

ISPI Charlotte July 2010

3

An Interview with Kevin Jones

Questions Related to the Upcoming Presentation MDD: I attended a web conference (www.slideshare. net/MzingaMarketing/overcoming-top-10-objections-to-social-learning-v2-1333086) that you facilitated about a year ago on social networking and performance improvement. One of the things that was striking to me was how defensive and resistant people were about the ideas you were sharing. How common is that experience for you? Have you seen a shift in people’s reaction in the past 12 months? KJ: It depends on the group. But sometimes, the tone of the reaction is hatred (Kevin laughs). I have found that some people are aggressive and are really trying to put me in my place about this work. It does depend on the group though. Some groups are great to work with. MDD: How have you dealt with those negative reactions? KJ: Recently I had one conference participant tell me that social networking was the “downfall of society.” He was cool about his opinion, but that was where he was coming from. I think a lot of the negative reaction comes from the waste and unproductive time that people spend on Facebook, for example, like cultivating a virtual farm. MDD: Hey there! I’ve played FarmTown on Facebook! But I was doing it in the context of my relationships. I was playing the game with children who live with their mother and also interacting with relatives that live out of state. It wasn’t time wasting; it was relationship building. KJ: Sure, but that’s not what the critics see. The folks that have not jumped into social networking, all they see is “you’re wasting time on Facebook,” “you’re saying a lot of things that people don’t care about,” and “I really don’t care about your breakfast burrito.” They see it as just noise with no relevance and value to them at all. People get really upset about that aspect of social networks. MDD: I can understand the resistance to ineffectiveness and waste, but my initial reaction to the negative opinions about this space is that they are pretty closed-minded, pretty myopic in their view of the whole thing. KJ: Right, I recently wrote a blog post (www.engagedlearning.net/post/enterprise-2-0-is-the-same-old-same-old-yet-it-is-drastically-new/) about this idea. It was about how people initially resisted the introduction of the telephone. “Why would I use that stupid contraption when I could just walk down the street and talk to them. I want to do things face-to-face or just write a letter.”

MDD: Well, the good news may be that the resistance is moderating a bit. KJ: I think so, but there’s an important distinction to make between the uses of social networks. There’s a big difference between an internal and external use of these tools. MDD: That probably is the most important topic we could discuss. How do we bring a social network to an organization or to a strategic alliance where performance improvement is the goal of the network? KJ: One project that I had was with a software company. We created a social networking space for customers. What occurred was that the customers were starting to learn more from each other than they were getting from software support. In fact, the software support teams were learning more from the customer than they had learned from the designers and engineers. This social network became so robust that more than 20% of all this company’s service requests were being handled by this network. MDD: So this social network became a powerful tool for the customer support and sales teams that they would not have had before. It has to be more efficient than staffing a call center. KJ: That’s true, and one of the other big surprises for this group is that their customers knew more than they did, and they needed to start tapping into that knowledge base. MDD: So this network became a “voice of the customer” tool, which was beyond its original purpose of just providing support. KJ: Yes, that’s true. It was a very powerful experience. MDD: Do you have an example where a social network has supported operational/technical training? Our chapter has a lot of performance improvement professionals that are charged with supporting operational and manufacturing business partners. How have social networks helped in that training context? KJ: I have been part of a project where trainers are using a social network to monitor the progress of the new hires that are being trained. The trainers use the network to make “real-time” adjustments to what they need to emphasize with the new hires. The information from the new hires also helps to shape the training program overall. Another feature of this social network is the ability of experienced employees to “tag” or “flag” a piece of content with a “new hire” label. The new hires use those tags to make sure they focus on the topics that are more likely to help them be successful in their jobs.

The following interview with Kevin Jones (KJ) was conducted by Mark D. Dudley (MDD) on Thursday, June 24, 2010.

ISPI Charlotte July 2010

4

This is a prime example of where a training program can tap into the expertise inside the organization and make it available to learners where it would not have been accessible before. MDD: Before we move onto some personal questions about you, what one thing about social networking would you want us to know? KJ: One thing is that social networking and media are used very differently when they are targeted and aligned to an internal organizational purpose. There is a whole new set of rules when compared to the personal uses of social networks. We will talk about this more in my presentation, but one thing to recognize is that an internal social network will have a lot more content creators as a percentage of the whole network. Another important point to understand is how social networks can threaten learning professionals. The issue here is how instructional designers want to control the content on a network, but that view is inadequate. The view needs to be expanded. We need to look at our job as “enablers” of performance improvement not the “creators” of the experience of learning and performance improvement. This is a very hard shift for some people. Some Personal Questions MDD: What was the most rewarding performance improvement experience you’ve had? KJ: I would consider it more of a “meta”-performance improvement experience. Basically, I enjoy giving talks about social networking, and it is awesome when someone calls or emails back how they used the ideas (www.twitter.com/rocketgirlsf/status/17441900620) in their organization. One example was recently being able to help a Twitter friend with the Yammer tool and micro-blogging. My friend was able to get the marketing department to collaborate with the training department to improve the organization’s effectiveness in distributing SME content. MDD: What was the most frustrating performance improvement experience you’ve had? KJ: I think the most frustrating thing is working with people who want something perfect before they implement rather than taking a more iterative approach (www.ted.com/talks/tom_wujec_build_a_tower.html).

I want to start small and grow it if it works (www.youtube.com/watch?v=Miwb92eZaJg). In fact most of the champions of social networking inside corporations are the technology teammates, but their bent for risk mitigation stifles the creativity and innovation needed to make these social networking tools become effective. Because social networks are about people and culture, they must be given the freedom to grow, develop, and change. Relationships must be central not technology or process. Although, at the same time you can’t ignore the risks either. MDD: If you were not a human performance technologist, what would you like to be doing as a career? KJ: That question kills me. I want to do so many things. One is to be a graphic designer, but I happen to be color-blind, and that would not be good at all. I would also like to study wave theory and the characteristics of light. MDD: What interests or hobbies do you have outside of your work as a performance improvement professional? KJ: Well, I have seven children, so most of my time is spent doing things they want to do. Luckily, two of my boys are Boy Scouts, so I get to camp, hike, and paddle with them often. I absolutely love that. I am also an entrepreneur at heart. So I like to be a part of new businesses and ventures. MDD: Are these technology companies or some other type of business? KJ: Some are technology driven and others aren’t. One example I’m working on is a Twitter application that has some great revenue potential. MDD: What’s an example of one that is not centered on technology? KJ: There was one business where I was the VP of promotions and marketing of a concert production company (www.jimband.com). We were a non-profit company that focused on fabulous musical talent that promoted traditional and family values but were high energy. Essentially, we did concerts that you would not be scared to have your teenagers go to.

Kevin Jones’s Glossary of Social Networking Terms

Community – Any group of people gathered together - if not physically then only in purpose - around a common goal or situation. (Often we forget to take the old fashioned definition of community when we talk about virtual communities, but there is very little difference.) Social Networking/Social Media – Focused on people rather than content. Content becomes a byproduct. Tag – Ability to organize information by characteristics rather than hierarchy.

4

ISPI Charlotte July 2010

5

Insights on the Use of Social Networking Technologies

by Kevin Jones

In 2007 I started using social technologies for learning at a small software company. For the first project I decided to use a blog to help their salespeople learn more about their products and methods of selling. The goal was for management to create one blog post a day. Each of the salespeople would enter in their comments, suggestions, and best practices. They would learn from each other and share valuable information that previously had been hidden tacit knowledge. This would help the new salespeople get up to speed quicker as well as give the old timers a chance to learn something new. The Director of Sales announced the plan at an all-hands sales meeting. He asked everyone in the room to take a few short minutes a day to read the posts and comments and add their thoughts. All of the salespeople agreed that they would do it. It started off well. Not everyone participated as promised, but a large majority did. At least for the first couple of days. Work quickly got in the way (heaven forbid). They forgot to check the blog or the Director didn’t post to the blog because he was traveling. For one reason or another, inside of two weeks it was dead. There was nothing wrong with the technology. So what went wrong? My first attempt was a complete failure. Yet I am very thankful for that failure because it taught me two great lessons. First, although I might have the perfect technology and the perfect processes in place, if it is an extra thing to do, people won't do it. It must be interwoven into their work processes. Like email is a part of the way we do business, this must be the same. The second follows the first: Everyone must understand their burning WHY. In one of my roles as a 'social media evangelist' at NASA, I talk to many groups about this. Recently I gave a keynote speech on the generic topic of "Social Networking." Instead of talking about what social networking was and how to use it, I talked about WHY we would use it. This rarely discussed subject is why many people don't care what it is or how to use it. Enterprise 2.0, or using social technology within organizations for performance improvement,

learning, and innovation, is age and technologically skilled agnostic. Make it a part of the way they work, and I have seen the technically challenged, aged worker embrace a foreign technology because he/she had a solid WHY. As an enabler, social technologies facilitate interaction, sharing, learning, and collaboration. They help people connect to people who have been previously out of communication’s reach. They allow them to exchange information and learn from each other in ways they have never been able to before. The laws of what makes social media work are very different than the laws that make technology work. Yet too often we try to wrap I.T. methodologies around a social solution where the technology is only a small part of the larger picture. This is why the salespeople from the software company dropped the blog in short order. It didn’t come to them on their terms; they were told to go to the blog on the blog’s terms. For the most part, we can make technology do what we want it to do. People, on the other hand, are fickle. What we may think users will like might backfire on us. By the end of this year I will have completed my Master’s degree in Instructional and Performance Technologies from Boise State University. I chose to do an ethnographic research study for my thesis with the emphasis on how social technologies affected performance improvement. Diane Gayeski, who taught one of my previous courses, was kind enough to be on the thesis board. But as an adjunct professor, I needed two full-time staff members. After working for some time with the remaining two professors, I was told that we could not do this thesis topic because they didn't understand it, and they would not be able to adequately guide me through the process. One professor even stated that he felt social technologies did not hold merit for performance improvement. I respectfully disagreed but understood the situation. I mention this story not to belittle BSU in any way (because it has been a great program) but only to point out that many people, even those who are "in the know" don't understand this transformation. Social media and networking in general has sideswiped those who traditionally hold control - and

ISPI Charlotte July 2010

6

Social media and networking in general has sideswiped those who traditionally hold control - and it has come from an unlikely source: the users. Often I will find that those who understand it are the rank and file employees, and those who resist it most are the middle managers. It will be our job to patiently help them understand through experience. What must we do? First, play on the user’s turf. Allow them to make the rules (of course within reason). Second, be emergent, flexible, and willing to change to meet the user needs at any time. Third, make it easy to

interweave the technology into their workflow. Yet, be sensitive. Not everyone understands this nor wants to understand. We must help them find their WHY. Social technologies are a great boon to the performance improvement field but only when used correctly. Right now the industry is in tinkering mode: we are all trying to figure out its place by iterative implementations. Many (like my first attempt) fail dramatically. Some, however, nail it on the head, and the benefits are abundantly apparent. It is our opportunity to be pioneers and to help lead the transformation.

ISPI Charlotte Partner: UNC Charlotte College of Education Feature:

The Instructional Systems Technology (IST) Program

In 2002, UNC Charlotte’s M.Ed. program in Instructional Systems Technology (IST) was one of only two programs in North Carolina to receive national attention for its outstanding program. In 2005, UNC Charlotte was reaccredited and is currently the only IST program in the state to be honored with national recognition from the Association for Educational Communications and Technology (AECT). ISPI Charlotte is proud to partner with the UNC Charlotte College of Education and the IST program. This partnership brings together UNC Charlotte’s strong academic program with ISPI Charlotte’s industry experts and professional networking opportunities. The IST program is a 39-hour, 100% online program and is part of the College of Education’s Department of Educational Leadership. The program is designed for students seeking advanced skills in curriculum design and implementation as well as instructional strategies that incorporate instructional systems technology. The diverse student body includes teachers in public and private schools and those working in business or other settings. The program consists of foundations courses (18 hours), instructional development courses (6 hours), internship and seminar (6 hours), related coursework (9 hours), and a Capstone project. In many of the IST courses, project-based learning is used to encourage students to experiment with new technologies and processes. Projects increase in scope and technical sophistication as coursework progresses. Students draw upon previous coursework as well as new research throughout the program. Learning to apply the most appropriate software is essential in order to to provide the best method of instruction for each project. For additional information on the program, visit www.distanceed.uncc.edu or contact Richard Hartshorne (704.687.8711, rhartsho@uncc.edu, or you can catch him at an ISPI meeting), John Gretes (704.687.8810; jagretes@uncc.edu), or Evelyn Wingate (704.687.4450; ewingate@uncc.edu). You may also speak to one of the many ISPI Charlotte members who are graduates or current students in the program. John Heun and Andy Tucker are IST program graduates and also members of the ISPI Charlotte board. by Shannon Alpert and Richard Hartshorne

Our Partner in Performance Improvement

ISPI Charlotte July 2010

7

Featured Member Profiles

Walker Owens Place of Employment: Bank of America Merrill Lynch How and when did you get started in the performance improvement field? I transitioned from Subject Matter Expert to performance improvement in 2001 while working with the Capital Management Group of Wachovia Corporation. What are some of the major clients with whom you have worked OR major projects on which you have worked? I participated in most of the merger and acquisition, product introduction, and year-end tax reporting projects between 2001 and 2009, and I was responsible for the development of an in-house program to prepare our associates for the General Securities Sales Exam (Series-7).

What are the most significant lessons that you have learned about performance improvement? Much like the comment by Winston Churchill – we are “two countries separated by a common language.” We all too often assume we know what someone said, but we need to work very hard to confirm that we really understand the meaning and intent of what our clients have said.

Sara Seelapasay Place of Employment: Family Dollar Stores How and when did you get started in the performance improvement field? My journey into performance improvement began as a personal assessment of ways in which I could be more effective and efficient as an individual. It soon became an integral component of my approach to training development, delivery, and coaching approximately 6 years ago when I began managing a group of peer trainers.

What are some of the major clients with whom you have worked OR major projects on which you have worked? I have been with my current employer for nine years, and during my tenure I have had the opportunity to work on a variety of projects throughout different units of the business: Corporate, Distribution, Merchandising, and Store Operations. A few of these projects include managing a group of Subject Matter Experts and an editing team to develop a library of 40+ Standard Operating Procedures for clients in 9 different locations; developing and facilitating leadership skills training for management and peer coaches across multiple shifts; leading a team to develop Level 1 and 2 evaluation templates; and working with managers to identify business opportunities, determine solutions, and track resolution. What are the most significant lessons that you have learned about performance improvement? * Analyze your audience. Knowing and understanding the unique needs of those you’re working with should be part of your initial assessment. * Take time to stop and assess the situation. Regular intervention is never wasted time. * Training is not always the solution!

Each month we will feature a few members as a way to continue our chapter’s networking.

ISPI Charlotte July 2010

8

Nominations & Elections: Do you want to be on the Executive Committee of ISPI Charlotte? Now is your chance! Chapter members are eligible to nominate themselves or other active chapter members for elected positions on the Executive Committee. Consider These Roles… President-Elect: Acts in the capacity of the President in his or her absence. Duties include future chapter direction and chapter policies and procedures. Assumes role of ISPI Charlotte President on January 1st, 2012. Vice President of Finance: Responsible for the sound financial operation of the chapter, to include collecting membership dues and other chapter fees, depositing chapter funds into the chapter's bank account, making disbursements, and maintaining up-to-date financial records. Will submit an annual chapter budget and provide financial reporting to the Executive Committee and the International Society, and conduct an annual break-even analysis and audit of all accounts at year-end. Will record and maintain minutes of all Executive Committee meetings. Each elected candidate will serve a one-year term: January 1st – December 31st, 2011.

Submit your nomination by email to gary@garydepaul.com. Not convinced that either of these positions is right for you? Nominate a friend! Stay tuned for election information, coming in October! ISPI Charlotte Members will vote for both positions listed above. Chapter of Excellence Awards Submission: As the summer heats up so is the ISPI Charlotte Chapter’s Excellence Award Committee’s work. For three months Tracy Scott, Rich Miller and Michele Jackson have discussed, planned and strategized. Our hard work has paid off, and we are well prepared for the next step…the survey! This step is critical, as we will need your help as chapter members to make things happen. At the beginning of the August meeting, we will be passing out the surveys. Please come prepared to complete it and give it to one of the committee members. Our chapter is successful and active because of the leadership and participation of the members. Let’s continue to demonstrate that by earning the Excellence Award.

Committee Updates Web Resource

There are a number of valuable online resources available to assist us in our profession. The Six Boxes Performance Thinking website from Binder-Riha Associates offers tools and resources to improve performance. Check it out.

Six Boxes Performance Thinking www.sixboxes.com The Six Boxes Model is a methodology that leverages performance thinking to connect people to results. In any organization, a key to improving work outputs and business results is to identify the behavior influences that enable or pose barriers to performance. This model categorizes these behavior influences into environmental factors (expectations & feedback, tools, incentives) and individual factors (skills & knowledge, selection, motivation). The website offers a free resource library that presents case studies from the financial services and call center industries, as well as articles on the theoretical foundations of Six Boxes and its roots in Gilbert’s Behavioral Engineering model. You also can download articles and other materials in the Blog section. Recent topics include using Web 2.0 for management development and increasing employee engagement.

by John Bailey

8

Be a part of the First ISPI Charlotte Journal This fall ISPI Charlotte will publish its first e-journal filled with articles from some of the year’s presenters and others in the field of performance improvement. In addition to the “big names” in the performance improvement field, we want our chapter’s journal to be a place that showcases our own talent. Please submit your works. This is a great opportunity to be published and to share your expertise with a large community of practitioners. Here are the basic requirements for submission:

• 500-1000 words (we will accept longer pieces, but this is a suggested length) • Topics: ISD, performance technology, or any other issue related to performance

improvement (we are really open to any entries in this first issue). We would even consider reviews of case studies if they offer interesting insights for learning and/or performance solutions.

• Deadline: August 30, 2010 We are also holding a contest for the official title of our chapter’s journal. Submit your suggestions to Andy Tucker (andy.tucker75@yahoo.com) by August 30, 2010 and be entered to win a free meeting at ISPI Charlotte. In your email please give your first and last name. For more information or if you have questions, contact Emily Stevens (emily.stevens@citi.com) or Andy Tucker (andy.tucker75@yahoo.com), Co-VPs of Publications. You may also submit articles to publications@ispicharlotte.org

ISPI Charlotte July 2010

9

CPT: Setting the Standard Darryl Sink: In Review

Continue your journey in the certificate series focused on evidence-based practices in Instructional Systems Design, roughly following the ADDIE framework. Remember that this series is also an “attendance” and a “share the learnings” contest.

Date Certificate Series Topic Presenter August 12, 2010 Using Social Media for Learning Kevin Jones and Performance Improvement

October 14, 2010 Valid Evaluation and Rich Pearlstein Pilot-Testing

December 9, 2010 Development Tools: Chris Adams, Tips and Tricks Jane Bozarth, & Josh Cavalier

All chapter members who attend 6 of 7 Programs and obtain 2 signatures, including a board member’s signature and the signature of someone in their professional network with whom they shared what they learned at that Program, win a free meeting during 2011. A document was provided at the December and February meetings for officially collecting all signatures. At the close of the December 2010 session, we will recognize all winners of the free Program in 2011 – those who have all signatures from 6 of 7 programs – and we will draw 3 from that pool. One member will win a second free Program; another will win two additional free Programs; and one member will win free attendance for everything we do in 2011 – Meetings and Workshops – plus an iPod from Handshaw, Inc.!!!

Please register for these meetings online at www.ispicharlotte.org.

ISPI Charlotte ISD Certificate Series

In “ISD Faster/Better/ Easier,” master practitioner Dr. Darryl Sink led the June ISPI meeting with a discussion of best practices for accelerating the design process. Starting with needs analysis is essential, but we all know our clients hear “analysis” as “delay.” Darryl’s recommendation was to gather, categorize, and summarize information—rapidly—in as many ways as possible: pay for transcription service on a conference call, gather comments through a social media interface, and look at interviews already conducted, such as employee surveys. Guy Wallace commented that he has used a similar approach in having stakeholders and master performers take the lead in building consensus around key categories. Jerry Pico also mentioned graphic or visual facilitation and recording, letting your participants see the content building as they describe it. Darryl also mentioned reusing categories themselves. For example, after working with one sales organization, he created a design template with sales categories: features, functions, compatibilities, selling points and troubleshooting tips. He was able to reuse these categories for a variety of sales challenges. Maintaining “signs of life” was another recommendation: create a prototype, stage learner tryouts, and facilitate quick review cycles throughout the design process. Your visibility calms the client and strengthens the quality of the design.

by Emily Stevens

Judith Hale, Ph.D., CPT ISPI President-Elect Ever wondered what the CPT designation means? Have you heard us mention it in an ISPI meeting but been unsure about the credential, its history, and what it offers to experienced professionals? Join us for a FREE live webinar on Friday, July 30th from 12:00 noon – 1:00 pm to hear more about this designation from Judy Hale, Ph.D., CPT. Judy is President-Elect for ISPI International, and she has been a successful HPT consultant to public and private sectors and an active member of ISPI for more than 25 years. As a result of this webinar, you will know:

Why the CPT was created Who developed the certification How it differs from other credentials in related fields Who the CPTs are

Webinar Details: Speaker: Judy Hale, Ph.D., CPT Event Date: Friday, July 30th Event Time: 12:00 noon – 1:00 pm To Register: www.ispicharlotte.org/events

ISPI Charlotte July 2010

10

ISPI Charlotte July 2010

11

Authentic Communication: No Longer An Option.

Courses in Speaking, Presentation Design, Writing, Social Media and Instructional Designinteractauthentically.com

ISPI Charlotte July 2010

12

Dick Handshaw President president@ispicharlotte.org Marc Donelson, George Stevens & Danielle Haskell VPs of Programs programs@ispicharlotte.org

Terry Langley VP of Finance finance@ispicharlotte.org

John Heun & Chris Adams VPs of Online Services online-services@ispicharlotte.org

Sara Miller & Kim Adams VPs of Marketing/Communications marketing-communications@ispicharlotte.org

Michael Bland VP at Large at-large@ispicharlotte.org

Guy Wallace President-Elect president-elect@ispicharlotte.org

Heather Fausnaugh & Donna Mattison VPs of Membership membership@ispicharlotte.org Andy Tucker & Emily Stevens VPs of Publications publications@ispicharlotte.org Richard Hartshorne & Shannon Alpert VPs of Academic and Student Services academic-affairs@ispicharlotte.org Committee Chairs Ursula Smith & Gary DePaul Chairs of Nominations & Elections nomelect@ispicharlotte.org Tracy Scott Chair of Chapter Awards of Excellence chapawards@ispicharlotte.org

ISPI Charlotte Board Members

Our Partner in Performance Improvement

TIMELY. TARGETED. TRUSTED.

Contact Kristin Hagan at 804.353.7007 for your next human performance project.

training-pros.com

WHEN YOU NEED HUMAN PERFORMANCE PROFESSIONALS on a contract basis, you need

them on time, on target and from a source you can trust. Go where the Fortune 500 go for

highly qualified human performance specialists. See our video at training-pros.com.