Sisyphus as a Training Metaphor (Not as Depressing as it Sounds)

Step 1: Train

Step 2: Wait for new feature/device

Step 3: See Steps 1-2

Training is a very key aspect of my position, whether it is working through sales techniques with my fellow employees or walking NOOK owners through the use and enjoyment of their device. I teach classes regularly in my store and I am currently going through the process of getting every single employee (my bosses included) qualified to teach them as well. I even created a handy-dandy practice guide for my owners to use since many are older and prefer traditional methods of learning.

Electronic resources are already at my disposal when it comes to training/teaching. For employees, we have a LMS (Learning Management System) designed by our corporate offices that does a wonderful job of introducing and evaluating an employee’s level of understanding on the devices. It is wonderful to set the stage for my work to come afterwards. For customers, video tutorials are not only included in devices (on NOOKcolor), but they are available 24/7 on our website. Tons of other videos exist on sites like YouTube as well for those looking to develop more advanced skills.

Copyright Flickr user: i could sleep through a world war

However, one of the problems of training/teaching in an environment like mine is that it is a constant game of catch-up. For example, I can have a store full of people knowledgeable on two devices, and then a third one comes out. The device is very similar, but must be treated differently and trained separately. And then when a new person starts – oh the high levels of turnover in retail! – I have to start again from scratch, hoping I can get them up to speed before the next update.

Of course, since I work in a function that revolves around technology, this game is not unexpected or unusual. I am by no means alone. However, I feel that there must be a better way to do it beyond just my skills. While I do hope to take my degree beyond my current position, I want to take advantage of any resources at my disposal. Through this class, I hope to gain some resources that I can repurpose for myself. Maybe there’s a great website I can use, or a neat program I can repurpose, or even just a video that adds a new level to my process. The holidays are coming up (gah, did I just say that?) and I will not have the time to start from scratch in the mad rush of things. The time is neigh for me to do my best and hopefully some new electronic resources will help me in my quest.

State of the Technology

I’ve resurrected this blog at the behest of another graduate school course, but this time with a slightly different angle. With a focus on electronic resources, I will be using this electronic forum to explore new and exciting options that I can use in my current position and hopefully for any new directions in my career.

As it stands currently, I am still working within the world of retailing serving as a techie guru to those wanting to enter the realm of eReaders. Presently, there are 3 classes of NOOK that I watch over: Nook 1^st Edition (aka, the original), Nook 2^nd Edition (aka, the newcomer) and NOOKcolor (aka, the tablet). Without sounding too full of myself, I am an expert in all three devices. My brain is so packed full of technical, operational and merchandising information that I wonder how I’ll be able to accommodate a new feature or accessory. However, I make it work as best I can, and make sure to spread the knowledge around as well.

Not me, but a guy showing one of my job functions. Copyright B&N

Outside of the products I sell, there is actually a pretty neat little piece of technology that is exclusive to my department of the store. In order to help aid cashing out a customer who has decided to purchase a device, my lovely PTB (Powers That Be) have bestowed upon me as handy-dandy little mobile cash register. Basically, they’ve taken a iPod Touch and outfitted it not only with our POS (Point of Sale) software program, but also a case that can scan products and swipe credit and gift cards. Honestly, this thing is pretty damn sweet. Instead of sending a customer to wait in line, I can have them out the door in no time with little to no fuss and/or muss. Also, it really impresses the customers. As it stands, there are no other applications on the little guy, but that is all for the best, I’m sure.

Through this blog, I will be exploring new and interesting electronic resources that might help aid me in my work, especially when it comes to training my colleagues and customers. I will be discussing more about my training situation in the next post, but so far, I am very eager for the possibilities to come this semester.