Screen capture from the Roles and Responsibilities Training Module.

United Airlines

United Airlines (UAL) hired an independent firm to develop a CD-ROM to deliver training to its employees. They designed and developed three distinct interactive media training projects to teach UAL Customer Service Representatives new skills and procedures for passenger boarding and to retrain them in using other UAL software. Each module incorporates ample practice opportunities for essential content as well as challenges that allow UAL to measure learning success. The training modules are entitled:

• Gate Reader Training
• Roles and Responsibilities Training Modules
• Technical Recurrent Training Modules

Gate Reader Training uses graphics, text, audio and 3D animation to instruct Customer Service Representatives (CSR) about using United's new Gate Reader, which is an automated machine that reads data from boarding passes as customers board a plane. A 3D animation model of the new Gate Reader and simulations of actual boarding scenarios comprise the main teaching tools of the module.

Roles and Responsibilities Training Modules integrate graphics, text, audio, and animation to teach CSRs about United's new distribution of gate departure roles and responsibilities across various flight types. Included are interactive GANTT charts and diagrams, and timed games that enhance the learning process. The new Gate Reader tasks are incorporated into the modules.

Technical Recurrent Training Modules use graphics, text, audio, and animation to create engaging learning presentations, and interactive simulations of four UAL software programs. The purpose of the modules is to reacquaint experienced CSRs with UAL software and how it can be used to enhance their performance as well as everyday experiences on the job.