Kemp Model: Development

The development stage is one of the most important components of the instructional
design process. During the development stage, the designer is primarily focused on developing
training content and assessments that encompass the helpdesk objectives. During the
instructional training, the trainer must ensure that the presentation incorporates the proper
training information to support the helpdesk learners. The training assessments must be
designed in an instructional manner to address higher order thinking skills and cognitive
development. Additionally, the development process must incorporate hands-on activities to
close-the-loop on the trainees knowledge base. These activities will be developed and assessed
to ensure the trainees show mastery of the information within the training program. This will
be evaluated and accomplished by the formative assessment approach.

Instructional Narrative
Development of instruction- The process of developing the training materials will encompass
instructional activities that address Blooms Taxonomy. This will create an effective training
program that will explain the common problems with helpdesk tickets.
Remembering- The lessons will be formatted in a manner to provoke the learners cognitive
abilities to learn and remember appropriate helpdesk facts. This will be accomplished by using
hands-on activities and well-organized PowerPoint presentations during the instructional
phase. Additionally, the presentations will be available to download via a learning management
system for the referencing and for building of background knowledge.
Understanding- The training will create an environment that will foster collaboration between
the training manager and the trainees to support learning. This interconnection will be
established to encourage communication to support to building of new ideas and concepts. To
enable this, the trainees will demonstrate mastery of the subject manner through
computerized hands-on manipulation. Additionally, the trainer will establish peer groups to
promote teamwork and discussion of important helpdesk topics. The trainer will also engage
the trainers with a question and answer session on the major topics of the training lesson.
Applying- Application of knowledge is the key that unlocks a true understanding of information
for trainees. This promotes and provides a training process that completes and/or closes the
loop on student knowledge. Throughout the training, the instructor must provide a method for
closing-the-loop by utilizing a formative assessment instrument. The assessment will validate
that the trainees have mastered and can apply their knowledge to real life helpdesk situations
(i.e., logging into blackboard, check/send email, update class roster, create online assignments,
and grade assignments).
Analyzing- The training will be comprised of engaging hands-on activities and knowledge based
assessment to evaluate the trainees. Through the evaluation process, the trainer will obtain
data to analyze the training processes and change the course methodologies to meet the needs
of trainees. This valuation process will include the major training topics and concepts of the

helpdesk training. Additionally, the trainer will analyze the training by allowing the trainees to
break the training concepts down to the root cause of the problem. This will ensure that the
trainees are constructing their troubleshooting and critical thinking skills to support cognition.
For example, trainees will understand the rationale behind emailing through multiple platforms
to support proper communication in online classes. This will ensure the students have proper
communication pipelines through Outlook and Blackboard. The trainer will analyze the trainees
on the correct procedures for login into Outlook through bearcat web.
Evaluating- The trainees will be tasked to evaluate a peer learning process for navigating
through the hands-on topics. The will allow the trainees to critically think about how to
troubleshoot a peers process. The trainee will also understand the importance of having the
ability to explain the step-by-step procedure for signing into blackboard. Additionally, the
trainer will have an understanding of the barriers and obstacles of the working aspects of
Blackboard that create issues for the trainees. The trainees will gain knowledge of their positive
and negative aspects of Blackboard.
Creating- The training will consist of hands-on competencies to reinforce the trainees
knowledge base. The trainees will engage in activities on creating student rosters, assignments,
emails, and discussion groups in Blackboard. This will help the trainees to develop their skills in
creating useful student attributes in Blackboard. Additionally, the trainees will be able to
identify their strengths and weaknesses for some of the Blackboard applications.

Course Objectives
1. Instructional Objective 1 -The trainees will understand the basic functionalities of the
Bearcat system.
The Bearcat PowerPoint presentation will give the instructor a step-by-step process for
demonstrating the major functions of the Bearcat system. The trainees will have 24/7
access of the presentation through the learning management system. A formative
assessment will be administered during the training.

2. Instructional Objective 2- The trainees will be able to understand and demonstrate the
main functions of Outlook.
The Outlook PowerPoint presentation will give the instructor a step-by-step process for
demonstrating the major functions of the Outlook. The trainees will have 24/7 access of
the presentation through the learning management system. A formative assessment
will be administered during the training.
3. Instructional Objective 3- The trainees will access and navigate the Blackboard learning
management system.
The Blackboard PowerPoint presentation will give the instructor a step-by-step process
for demonstrating the major functions of Backboard. The trainees will have 24/7 access
of the presentation through the learning management system. A formative assessment
will be administered during the training.
4. Instructional Objective 4- The trainees will demonstrate how to utilize Pathways for
advising and registering students.
The Pathways PowerPoint presentation will give the instructor a step-by-step process
for demonstrating the registration and advisement of the major functions of Pathways.
The trainees will have 24/7 access of the presentation through the learning
management system. A formative assessment will be administered during the training.
5. Instructional Objective 5- The trainees will understand the proper procedure for
contacting the helpdesk.
The helpdesk contact PowerPoint presentation will give the instructor a step-by-step
process for demonstrating how to properly contact helpdesk. The trainees will have
24/7 access of the presentation through the learning management system. A formative
assessment will be administered during the training.

Instructional Methodology
The training will be accomplished through a technology based platform and laboratory
experiment. The instructional method will encompass the use of a learning management

system. The LMS will be used to house all of the instructional material to support the laboratory
and classroom activities. The theoretical course content will be accomplished using PowerPoint
presentations and lecture capture. The hands-on manipulations will be accomplished with the
use of a computer laboratory. The assessments are created to compliment the training content
in a formative format. The evaluation of the assessment will be analyzed to determine if the
teaching strategies are meeting the needs of the training. The training will also be evaluated to
determine if the trainees are motivated and engaged in the learning process.

Materials
The material will be comprised of the following:
1. PowerPoint presentations
2. Computer laboratory
3. Training documents
4. Training Videos
5. Instructional supplies and materials