A few months ago, we asked our support staff (which is made up of project managers, and developers, and others) to focus on one word: delight. Ultimately, we feel like making customers happy is the most important thing we can do as a company. So we reminded the crew that delight was important, and encouraged them to find a way to watch that.
Through our help desk software, we’re able to ask our customers how we’re doing as we close out tickets. This was an interruption that we didn’t want to impose on our customers, but it’s pretty light, and it’s pretty important, so we went ahead with it. The data from this feedback shows up on our big board in our gathering room constantly. In a competitive office (OK, I’m competitive), scoreboards help us know how we’re doing.
Of late, I’ve heard a few of the folks who work on support walking around muttering about “getting one more happy face”. Why the muttering?
This is our scoreboard. Every time someone answers the question, “How did we do?” it adds a new face to the top of the queue, and pushes one off the bottom. And now you, too, can see why the obsession is cranked up right now. The team is on the verge of pushing their approval rating from 98% to 99%.
Speaking generally, SCORM professionals are probably as beloved as say, tax professionals. People don’t usually get happy about SCORM. But our support crew (which includes most of the people who work here in one way or another) is killing it.
So, thanks to Joe, and Jena, and Troy, and the Thomases, and all of the other folks who work with tickets for being obsessed enough to push from 98% to 99%, even though 98% would be good enough. Thanks for being delightful.
Oh, and thanks to the 100 people who have rated our support since my last ticket was rated. The blame for keeping us at 97% for a while was crushing me. 
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I answer a lot of SCORM questions ranging from the basic to the extravagant, and I actually like it. A huge part of what I do is teaching about SCORM.
Sometimes, though, I get questions that make me laugh. Today, I feel like I need to share this one because it isn’t the first time I’ve gotten a question like this one.
What is Scorm Compliance?
OK, good question. I get this one a lot, so I have a sense of where it’s headed. My answer:
Is this what you’re looking for? The distinction between compliance and conformance? Or something more like this, a basic description of SCORM?
The response (slightly rephrased):
Yes both are good. There is a training specialist job interview question? ”Which of the following best describes your experience with Scorm Compliance?” (Then # years and months choice) So what does experience with Scorm Compliance mean in this context?
Let’s cut to the chase. The answer is none. You have no experience if you don’t know what it is.
Funny, yes. Uncommon? Not entirely. People think, or more accurately hope, that their products are SCORM conformant. Let me put it simply… if you haven’t tried, or worked at it, your product simply is not SCORM conformant, or IMS BLTI compliant, or AICC conformant. These things take effort. And so does acquiring SCORM experience as an individual.
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The morning started out like any other. David decided to unwrap a package of Orbit gum. We’ve been headed down a path toward implementing a bit of BLTI from IMS (Basic Learning Tools Interoperability), and so we have a copy of Dr. Chuck’s book on our island. (Dr. Chuck’s tattoo has been admired many times, but today, we noticed the back of the bookjacket.)
Well, we really started wondering why Chuck was yelling the whole time. We decided that we would take the opportunity to reenact this important moment. And if we were going to have that moment, we might as well video it, so that we could share it with you, instead of just the guy who rode by on his bike.
Enjoy.
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Over the next few weeks, we’re going to be sharing a great deal of detail from our Project Tin Can interviews. Some of you would be overwhelmed by this level of detail (on our main blog) so we’re going to segregate it for you.
If you’d care to keep up with it, you can do that at http://scorm.com/project-tin-can-blog/.
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So many channels… please don’t miss what you need
Categories: SCORM Cloud, SCORM Driver, SCORM Engine
31 Jan 2011
There are so many channels now. Whether we’re talking radio, TV, or the web in general, there are so many ways that information is pouring over us.
Like many companies, we’re doing our best to reach everyone wherever they are… Of late, we’ve been finding that people are missing some important things we have to say. So, I wanted to lay out the different places we’re talking so you can be sure to visit if you care.
Our Blog (RSS)
Well, you’re here, so you must know about it already. For the most part, we tell our big stories here. Big new projects and products, major software releases, occasional client announcements, and industry brouhahas.
support.scorm.com
Many of you probably have no idea that our support forum even exists. We’re constantly answering questions from customers and others in these forums. As a customer, you’re invited to create tickets whenever you have a question you’d really like help with.
More than anything, though, I’d really like to see our customers subscribing to the forum for the product they license. SCORM Engine customers can follow the RSS feed or use the built in email subscription. No matter how you do it, this is a great way to know about our newest releases. (This applies to SCORM Driver customers too, of course.)
Project Tin Can
Project Tin Can might be the most important bit of work we’re doing these days. Along with a huge community of real SCORM users, we’re helping to figure out what comes next for SCORM and learning experiences in general. You can see our contributions daily on the User Voice site, and we’d love to see your contributions there as well. You can also follow @projecttincan on twitter.
OK, half the time you’ll get inane stuff, but that’s the price you’ll have to pay to get the relevant stuff. Tim’s tweeting regularly, Mike too, and Joe even has something to say on occasion.
If you’re a big SCORM Cloud user, we also use twitter to let the world know when we’re having issues or changes. @scormcloud is pretty quiet, but it could be useful in an emergency. (SCORM Engine and SCORM Driver even have accounts, but we rarely use them.)
Old School
That’s the big picture. If you need something you’re always welcome to call or email too. My phone number is 615.550.9522 (yes, that’s me, directly) and my email address is tim.martin@scorm.com. I actually want to hear from you, so bring it on.
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