Tuesday, October 19, 2004 - 1:55 PM
2

Training Indiana State Immunization Registry (CHIRP) Users on Application Use

BACKGROUND:
A plan was established to rapidly enroll a large number of new facilities and users. As expected a large number of calls regarding training on the use of CHIRP were received. This expanded call vclume decreased the speed of problem resolution and affected customer service. A solution to keep customer service support consistent and still provide new users with a simple, brief training method was needed.

OBJECTIVE:
To illustrate how the use of Camtasia Studio to create an interactive training CD-ROM has controlled the call load to the support center, improved user support, and increased productivity.

METHOD:
Camtasia Studio was used to record mouse movements and clicks to visually illustrate how to use all aspects of CHIRP. Each video was then narrated, closed captioned, and graphic effects, including sound, were added to enhance the viewing experience. The video was then streamed to the web as Flash presentation. An auto-starting CD was created for users without Internet access. Schools and other providers were sent an enrollment packet in which this View Only Access Training CD was included.

RESULT:
Incoming Support Center calls from schools and View Only Access users have substantially decreased. On site person-to-person training is only needed occasionally. The need for re-education is rare. These accomplishments provided the Support Center staff to complete other tasks and have improved user satisfaction.

CONCLUSION:
Video CD-ROM Training is an excellent toll for teaching new users, and re-educating current users, on the "how to" portion of the immunization registry application.

LEARNING OBJECTIVES:
Participants will gain knowledge on how designing, creating, and implementating training video CD-ROM can improvee support center productivity and customer satisfaction.


Web Page: chirp.isdh.state.in.us

  Recorded presentation

See more of Why and How You Should Create Audiovisual Training Tools for Your Registry
See more of The 2004 Immunization Registry Conference