How to support Organizational Learning, Knowledge and Performance - A Basic Concept for Online Performance Support

Basic Concept for Online Performance Support Welcome GUIDE 2010 International Workshop, Rome, Italy Patrick Blum Author: Dr. Patrick Blum Page 1

Basic Concept for Online Performance Support How to support Organizational Learning, Knowledge and Performance Support Author: Dr. Patrick Blum Page 2

Basic Concept for Online Performance Support inside Business Group Business Activities • Full Service Provider in Corporate Learning Consulting, Conceptual Design, Realization, Integration, Marketing, Controlling • Insurance and Finance Industries • Performance Support, e-Learning and Blended Learning  All from one source! Author: Dr. Patrick Blum Page 3

Basic Concept for Online Performance Support Statement In times of economic crisis in the corporate learning world the focus is no longer on learning or training performance, the focus is now on business performance Author: Dr. Patrick Blum Page 4

Basic Concept for Online Performance Support Oganizational Learning Status Quo • Learning and working are two highly different and separated processes! • Informal learning is still the standard: - Face-to-face Training - E-Learning - Blened Learning • Knowledge is provided „Just-in-Case“ • Learning severely interrupts work  The productivity of a knowledge worker is basically zero  There is a deviation between the learning needs of the knowledge worker and the learning offer  The resumption of work is often time consuming and extensive Author: Dr. Patrick Blum Page 5

Basic Concept for Online Performance Support Organizational Learning Challenge • Integration of learning into the working process • Provide learning precisely when it is needed in the quantity and depth required • Shift from “just-in-case” learning to “just-in-time” learning Performance Support Author: Dr. Patrick Blum Page 6

Basic Concept for Online Performance Support Categories of Performance Support • External Performance Support - Printed User Manuals - Documentation - Call Center • Extrinsic Performance Support - Software-based Help Resources - Knowledge Management Systems • Intrinsic Performance Support - Software Wizards Author: Dr. Patrick Blum Page 7

Basic Concept for Online Performance Support Goal Provide extrinsic and intrinsic performance support in organizations based on a centralized knowledge management and knowledge distribution approach. Online Performance Support System (OPSS) Author: Dr. Patrick Blum Page 8

Basic Concept for Online Performance Support Knowledge Access Strategies for OPSS Knowledge-Centric View Recommendation Meta Search User Contribution Product-Centric Knowledge Process-Centric View Resources View Modifying User Access System Generated Access Trends and Change/Innovation Tendencies „Free“ User Access Guided User Access Personal View Author: Dr. Patrick Blum Page 9

Basic Concept for Online Performance Support OPSS and Organizational Learning Impact of Levels of Competencies on Learning Strategies Novice Junior Senior Master/Expert Competent Experienced Push Learning Common Learning Needs Unique Learning Needs Pull Learning Formal Learning, Training Informal Learning, On-the-Job Learning Source: Marc Rosenberg, Beyond E-Learning Common Curricula (Program Driven) Personalized Learning (Performer Driven) Classroom and Online Training KM, Collaboration, Performance Support Primary Strategy: Primary Strategy : Primary Strategy : Primary Strategy : Training Practice, Coaching Collaboration Collaboration, Problem Access to Formal Access to Formal and Access to all Resources in Solving Resources in the EPSS Informal Resources in the the EPSS Access to all Resources in the EPSS EPSS Author: Dr. Patrick Blum Page 10

Basic Concept for Online Performance Support Intrinsic Performance Support with OPSS Embedded Knowledge Resources Software System A Software System B Knowledge Knowledge Resource 1 OPSS Resource 4 Best Practice Slideshow Knowledge Knowledge Resource 2 Knowledge Resource 5 Vodcast Resources Expert Knowledge Resource 3 Discussion Software System C Thread Knowledge Resource 2 Knowledge Vodcast Resource 4 Slideshow Knowledge Resource 6 Expert Author: Dr. Patrick Blum Page 11

Basic Concept for Online Performance Support Summary and Conclusion • Learning has to be brought to the workplace • Knowledge has to be provided precisely when it is needed in the quantity and depth required • Extrinsic and intrinsic Performance Support can be provided by an OPSS • The OPSS has to provide different views on the knowledge - knowledge-centric view - process-centric view - product-centric view - personal view Author: Dr. Patrick Blum Page 12

Basic Concept for Online Performance Support Summary and Conclusion • Provide additional access strategies - Meta search - Automatic notification about changes and innovation - Recommendation for additional relevant knowledge - Trends and tendencies • Implement knowledge-creating business processes • Allow user contribution to let the knowledge grow and evolve • Provide an interface for “Embedded Knowledge” to support intrinsic performance support Establish a knowledge-sharing culture!!! Author: Dr. Patrick Blum Page 13

Basic Concept for Online Performance Support Thank you blum.patrick@inside-online.de Author: Dr. Patrick Blum Page 14

How to support Organizational Learning, Knowledge and Performance - A Basic Concept for Online Performance Support

by Patrick Blum on Mar 18, 2010

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How to support Organizational Learning, Knowledge and Performance - A Basic Concept for Online Performance Support — Presentation Transcript