Job Aid Guidelines

CREATING Effective JOB AIDS

YOUR JOB AID

Your handout’s one-page job aid should

1.      address the edited learning objectives identified for your session. Please review the online description for the edited objectives (directions to access your session description and learning objectives)

2.      highlight the key themes, steps, or tasks that can be applied back on the job

3.      be a worksheet, list, table, chart, or graphic (as long as it conforms to handout requirements). 

THE WHATS AND WHYS OF JOB AIDS

What is a Job Aid?

You may be thinking that anything that helps a person do his or her job is a job aid.That’s not quite true. Although it is difficult to find a universally accepted definition, there are three primary components of a job aid:

1.      A job aid stores information or instruction external to the user.

2.      A job aid guides the user to perform the task correctly.

3.      A job aid is used during the actual performance of the task when the user needs to know the information or procedure.

We can’t always be expected to remember the specific steps necessary to complete a task when the task is not performed frequently or is very complex; we need a reminder. A job aid is something that may be consulted quickly, when needed. It provides specific, concise information to the user.

Advantages of Job Aids

Timeliness

Job aids are designed to be used when the need to know arises.

Transferability

Job aids help employees transfer new skills and knowledge from a training class to their job.

Reduction in Recall

Job aids reduce the need for individuals to remember so much information. Job aids are an efficient method to reduce problems associated with relying strictly on recall to perform in certain situations.

Types of Job Aids

Job aids can be as small as a template on an answering machine or as large as a procedural manual. Allison Rossett and Jeannette Gautier-Downes, authors of A Handbook of Job Aids, maintain that job aids serve to provide information, support procedures, as well as coach perspectives, decisions, and self-evaluation. Most tasks entail either decision making, following procedures or linear sequences, or a combination of the two. Some of the more common job aid formats are listed below. 

Steps

The step-by-step format presents information and directions in a specific sequence. The step format is most appropriate when the user must complete a series of linear procedures in which detail and sequence are critical to completing the task.

Forms and Worksheets

Forms and worksheets are similar to the step format in that they guide the user through a process in a specific sequence. They require user participation, however, and include blanks or spaces for the user to record responses. Forms and worksheets are most appropriate when calculations must be performed or when information is stored for future reference.

Checklists

Checklists are groups of items to be considered when planning or evaluating. They present guidelines for completing a task and are most commonly used to ensure consistency. Items are presented in a logical order but are not necessarily followed in that order by the user.

Decision Tables

Decision tables allow the user to make decisions and complete tasks based on a set of conditions. They are usually comprised of “if-then” statements that guide users to appropriate decisions. Decision tables are most appropriate when tasks or decisions are dependent on conditions that may vary.

Flowcharts

Flowchart job aids are similar to decision tables in that completing the task or deciding on a course of action is dependent on conditions that may vary. Unlike the decision table, however, questions in a flowchart can be answered with a “yes” or “no.” Each answer the user provides leads to another decision point, which again is answered by a “yes” or “no.” The user follows the flowchart until enough questions have been answered for an accurate decision to be made or until a task is completed.

Reference Sources

Reference sources primarily provide information required for completing a task. Unlike the other types of job aids, they do not provide information to be followed in a step-by-step manner nor do they coach the user in a decision-making process. Examples of reference sources include telephone books and parts catalogs containing detailed information such as product and price data.

A job aid can also be a combination of two or more of the formats listed above. The type of job aid that is designed should be contingent on the type of task being performed. For example, using a decision table job aid when the task entails completing specific steps without decision dependencies would not be the most effective type of job aid, just as using a step format job aid would not support a highly complex decision-making task.

DESIGNING A JOB AID

Analyzing a Job Aid’s Function

The Work

  • What is typically done to complete the task?
  • What is the order of steps, process, or decision making?
  • What tools are used to perform the task?
  • Are the same steps followed in the same order each time the task is performed?
  • Are there times when the task is performed in a different order?

The Worker

  • Keep in mind who will be using the job aid.
  • What is the user’s experience level? If the user is new or has limited experience, you will need to include more detail in the job aid.

Determine the Job Aid Format

Decide what part of the task is being supported by the job aid. Will it provide the step-by-step procedures, guidelines to follow, or reference information? Visualize how the job aid will be consulted and how it should be structured. Consider the characteristics of the task and the user as you select the format to use. See What Type of Job Aid Should You Use

What’s In a Job Aid

Consider the following as you work on your job aid:

Content

Include only the necessary steps or information required by the user. Ask yourself if the step or content is relevant to the task at hand.

Keep the information as simple and concise as possible. Present the information in small pieces. Write short sentences and use short words to describe or list the steps, processes, calculations, or decisions that need to be made.

Leave out “nice-to-know” tidbits of information, they only serve to clutter the job aid. Remember that the job aid should be a quick reference for the user. Place critical information in the first and last parts of sentences or sections of the job aid.

Language

Use language that the user will understand. Avoid long, unfamiliar words and jargon unless appropriate to the task and the user. Use verbs and actions words at the beginning of sentences wherever possible.

Visual Elements

Use drawings or graphics when appropriate to clarify information or provide more detail than words would allow. Graphics and illustrations should be clear and simple. Be consistent in the type of visual that is used. If you use a drawing in one step, use one in any subsequent steps.

Highlight critical points or steps by using bold or italicized text. Colors can also be used to highlight and code items or sections of the task.

What Type of Job Aid Should You Use?

If…

Then Consider a…

·      The task consists of steps that must be completed in a specific sequence.        

·      The user does not need to make decisions regarding the task.

·      The task or procedure is linear and there is only one path for the user to follow.

Step-by-Step Job Aid

 

·      The task consists of steps that must be completed in a specific sequence

·      The user needs to document information to be used to complete the task.

·      The task consists of performing calculations.

·      Information that is used to complete the task will be referenced at a later time.

Form or Worksheet Job Aid

 

·      The task does not consist of steps that must be completed in a specific sequence.

·      The task involves inspecting, observing, or planning.

·      Consistency is an important factor.

Checklist Job Aid

 

·      The task does not consist of steps that must be completed in a specific sequence.

·      Several conditions or variables may exist.

·      There are limited options associated with each decision variable.

Decision Table Job Aid

 

·      There are several yes or no decisions that must be made.

·      The decisions must be made in a specific order.

·      Completion of the task is dependent on the answer given at each decision point.

Flow Chart Job Aid

·      The task does not consist of steps that must be completed in a specific sequence.     

·      The task requires reference to data versus performing a process or procedure.

Reference Source Job Aid

SAMPLES OF JOB AID FORMATS

Step-by-Step Sample Job Aid

The step-by-step format is used when the task must be completed in a specific sequence.  This example provides additional information under some steps for the benefit of more novice users, making the job aid appropriate for employees of various skill levels.

1.

Use the TNA Proposal template to plan your analysis.

·       Identify sponsor.

·       Determine the information to be gathered.

·       Determine the sources of data.

·       Access the TNA Proposal template.

·       Complete items 1 through 7 on the template.

·       Obtain signoff from the instructional designer.

2.

Gather the data.

3.

Analyze the data to identify needs.

4.

Use the TNA Summary template to report your findings.

·       Complete items 8 through 10 on the template.

5.

Obtain signoff from the instructional designer.

6.

Save the report in the project directory.

Sample Worksheet Format

The worksheet format below includes space for the user to record information about the instructional strategy used for each lesson objective in a training course. The user can refer back to this information as the project progresses.

 

Instructional Strategy Form

The instructional strategy form should document the instructional strategy plan to be used for each objective. The strategy used should be determined by the lesson objective.

 

Overall Course Description

Course Title: _________________________________

Course Description: ___________________________

Terminal Objective(s):  _________________________

 ___________________________________________

Team Information:

• sponsor __________________________________

• subject matter experts ________________________

• other individual(s) involved in the ISD process _____

 

Instructional Plan Description

The instructional plan description should be completed for each course objective.

Objective #1: _______________________________

Lesson Objective: ___________________________

Description of instructional method(s) to be used: _____

__________________________________________

Include conventional lecture, demonstration, individual study, programmed instructions, case studies, simulations, team teaching, etc.

 

Description of media devices to be used: ___________________________________

Include audiovisual aids, television, computers, etc.

Sample Checklist

The checklist below includes guidelines for developing a training course. Though the checklist for mat is frequently used when step-by-step procedures are not required, this particular example does dictate the order of the guidelines. For example, the user would not develop a course before an analysis was complete.

 

Instructional Systems Development (ISD) Checklist

 

Project Name: ________________________________________________

 

Analysis

q    Complete TNA Proposal

q    Receive sign off

q    Conduct needs assessment

q    Receive sign off

 

Design

q    Develop a topic list and topic map

q    Complete course syllabus

q    Complete instructional strategy form

q    Receive sign off

q    Create assessment items

q    Receive sign off

 

Development

q    Develop instructor guide

q    Receive sign off

q    Develop participant guide

q    Receive sign off

q    Develop media

q    Receive sign off

q    Develop pre- and post-tests

q    Receive sign off

 

Implementation

q    Select and prepare appropriate facility

q    Prepare and gather materials

 

Evaluation

q    Collect and summarize level one and level two data

q    Distribute level three action plans

 

Sample Decision Table

This decision table for customer service representatives covers several variables or conditions that may exist when a representative answers a call.  In this example, there are actually nine possible conditions that have been identified.  Each probable condition is listed so representatives need only identify the condition and follow the chart to find the appropriate action.

If

And

Then

The caller is employed

The employer has an account with us

Refer the caller to customer service employer accounts at ext. 5641

The caller is employed

The employer does not have an account with us

Refer the caller to broker sales at ext. 5487

The caller is self employed

Has an account with us

Refer the caller to customer service small groups at ext. 8745

The caller is self employed

Does not have an account with us

Refer the caller to small group sales at ext. 8692

The caller is not employed

Has an account with us

Refer the caller to customer service individual accounts at ext. 9632

The caller is not employed

Does not have an account with us

Refer the caller to individual accounts sales at ext. 9832

 

Sample Flowchart

This flowchart is an example of a job aid used when a performance problem is identified. Notice that the answer the user provides to the yes or no questions directs him or her to the correct path to follow in order to complete the task.

Click here to see pdf of flowchart.

Sample Reference Job Aid

Reference job aids contain information users may need to perform a task. Below is an example that provides a listing of light bulbs for salespeople to refer to for part numbers, order numbers, and prices.

Part No.

Description Price

Order No.

Quantity

Price

100253-4

Incandescent 80 watt

$27.50 bulb

5002

Doz.

$27.50

100253-5

Incandescent 150 watt

$56.45 bulb

5003

Doz.

$56.45

100254-10

Soft brite 75 watt

$21.23 fluorescent bulb

5004

Each

$21.23

100254-22

Soft brite 95 watt

$35.97 fluorescent bulb

5005

Each

$35.97

Adapted or reprinted by permission from Infoline 9711 Effective Job Aids by Susan Russell. Copyright American Society for Training & Development.

 

 
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