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Using personalization to create next generation performance support
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Using personalization to create next generation performance support

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When training content moves from large courses to semantically rich nuggets of information, you can create a whole host of specialized, next-generation performance support apps that deliver ...

When training content moves from large courses to semantically rich nuggets of information, you can create a whole host of specialized, next-generation performance support apps that deliver personalized, bite-sized learning to employees at the moment-of-need on the device of their choice. But getting there is not easy.

In the "how-to" part of this session, you will learn how to think about learning as an app-driven experience rather than a course-driven one, how to develop content that drives relevance and flows seamlessly across devices, and how to match user profiles and behavior to content to drive personalized recommendations. In the "here it is" part of this session, you will see how Dunkin' Brands supports more than 7,000 US restaurants through contextual performance support web portals and mobile apps that deliver relevant moment-of-need procedural information as well as enabling real-time operational audits. This is not your grandfather's performance support!

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  • Talk about ADDIE Model hereUse Xyleme example about how we built productsUse mark’s text on page 11 of BH transciption
  • Remember I said out of fosusExpand our notiongAgile here
  • Agile he
  • Communities of practice
  • Remind them that we will visit this, a hold your thought kind of thing
  • Context and search
  • Maybe put at end of amazon, linked in and yelp examples and put the real word analogies here??
  • Use content from BH Transciptpge 13-14Content is the life blood of your organization. It has value but most people don’t treat it that wayUnified Content StrategyIdentify requirementsConsistent structureManagement that contentAssembly on demandNuggestsmakes things agile
  • Go back to amazon exampleWhat you don’t know about your learners could hurt you
  • Use BH content page 14
  • Make the web analytics jump here.
  • Respective procedures within each major functional area are tagged with the associated services, products and/or equipment they represent. Users of the system also have a set of tags representing the services, products and/or equipment used in their store.Publishing simply matches the user with the relevant content. In other words we marry the user profile with the relevant content as defined by the tags in the xml to deliver a personalized document.

Using personalization to create next generation performance support Using personalization to create next generation performance support Presentation Transcript

  • © 2013 Xyleme, Inc. - All Rights Reserved 2 Why?
  • © 2013 Xyleme, Inc. - All Rights Reserved 3 “High impact learning organizations affect their organizations in positive and measurable ways to a degree that distances themselves from everyone else and separates them from their competitors” -David Mallon, VP of Research at Bersin HILOs grow their profits 3x faster than other organizations Content capabilities are a strong predictor of being high impact
  • © 2013 Xyleme, Inc. - All Rights Reserved 4
  • © 2013 Xyleme, Inc. - All Rights Reserved 5 60% of training is still in the classroom 82% of training is still formal
  • © 2013 Xyleme, Inc. - All Rights Reserved 6
  • © 2013 Xyleme, Inc. - All Rights Reserved 7
  • © 2013 Xyleme, Inc. - All Rights Reserved 8 What?
  • © 2013 Xyleme, Inc. - All Rights Reserved 9 Adjusting the pace Adjusting the learning approach Leveraging student interests /experiences Personalized learning + = Richard Calutta Office of Educational Technology US Dept. of Education
  • © 2013 Xyleme, Inc. - All Rights Reserved 10
  • © 2013 Xyleme, Inc. - All Rights Reserved 11
  • © 2013 Xyleme, Inc. - All Rights Reserved 12
  • © 2013 Xyleme, Inc. - All Rights Reserved 13
  • © 2013 Xyleme, Inc. - All Rights Reserved 14
  • © 2013 Xyleme, Inc. - All Rights Reserved 15
  • © 2013 Xyleme, Inc. - All Rights Reserved 16 How?
  • © 2013 Xyleme, Inc. - All Rights Reserved 17
  • © 2013 Xyleme, Inc. - All Rights Reserved 18
  • © 2013 Xyleme, Inc. - All Rights Reserved 19
  • © 2013 Xyleme, Inc. - All Rights Reserved 20 A different way of authoring and publishing content Multiple uses Multiple outputs Multiple languages Multiple devices A way for people to: Find the smaller parts to meet their needs now Share, contribute and improve content Assemble new content from existing
  • © 2013 Xyleme, Inc. - All Rights Reserved 21
  • © 2013 Xyleme, Inc. - All Rights Reserved 22
  • © 2013 Xyleme, Inc. - All Rights Reserved 2323 User commentary Feedback assimilated into workflow Continuous updates Relevant content delivered at moment-of-need Community ratings
  • © 2013 Xyleme, Inc. - All Rights Reserved 24 What to Look for: How is the nugget being accessed? Where is the nugget being used? What ratings has the nugget received? Who is accessing the nugget? What conversations is the nugget starting? Why is the nugget not being used? Results: More frequent, continuous improvement Quick agile response Highly customized content Instant performance connection data
  • © 2013 Xyleme, Inc. - All Rights Reserved 25 Goals: Simple. . . Keep the content current Separate content from delivery method Problems that needed to be solved: Find a way to eliminate binders on the shelf Had to be easily accessible Easily updatable Current at all times
  • © 2013 Xyleme, Inc. - All Rights Reserved 26 Consider a set of large and comprehensive manuals that includes every procedure for: customer service equipment maintenance food safety food preparation Etc. In the old world these would exist as printed materials distributed to each store location. Since not every procedure is relevant to every store location much of the manuals went unused. To make this content more relevant to a store location we use tags that allow the creation of a “personalized” manual.
  • © 2013 Xyleme, Inc. - All Rights Reserved 27 Tags are applied to relevant content in the XML Users have profiles that use the same set of tags The user profile directs the publishing service to only call in the matching chunks from the XML Product A Product B Service 1 Service 2 Equipment X Equipment Y Equipment Z Product A Service 2 Equipment X Equipment Z Tagged Content User Profile Product A Service 2 Equipment X Equipment Z Personalized Content
  • © 2013 Xyleme, Inc. - All Rights Reserved 28
  • © 2013 Xyleme, Inc. - All Rights Reserved 29