If you’ve ever worked for minimum wage, you’ve probably watched a lot of coaching videos. Narrated training videos are a key a part of learning management systems, or LMSs, and they’re the way you learn on the job.
Now I’m ashamed to admit it, but I… made many of those videos. I spent years in the executive office of a multinational company, working as the Global Senior Vice President of Customer Experience, where I directed and produced many training videos. I thought they were smart and helpful. I assumed they increased productivity.
And then I quit my high-paying job and became a front-line worker making $16 an hour at a large retail store in Florida. I spent the first two weeks watching LMS videos that taught me the art of customer support and the operations of my store, and then I was thrown into the store itself. That’s when I realized: Most of these items didn’t help me at all. The videos have “tricked me into being a lawyer” with warnings and “tricked me into being a brand” with reassuring marketing messages, but they have deprived me of the ability to do anything useful at work. All I have heard from clients is: Where is my order? I need a refund! What do you mean you do not know?
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