Icelw 2010-presentation 1.0

Embedded Knowledge Resources Welcome ICELW 2010 International Conference on E-Learning in the Workplace, New York, USA Patrick Blum Author: Dr. Patrick Blum Page 1

Embedded Knowledge Resources Fostering Intrinsic Performance Support through Embedded Knowledge Resources Author: Dr. Patrick Blum Page 2

Embedded Knowledge Resources 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

Embedded Knowledge Resources Organizational Learning Status Quo • Learning and working are two highly different and separated processes! • Informal learning is stil the standard: - Face-to-face Training - E-Learning - Blended 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 4

Embedded Knowledge Resources Organizational Learning Change happens • 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 5

Embedded Knowledge Resources Categories of Performance Support • External Performance Support - Printed User Manuals - Documentation - Call Center Media disruption! • Extrinsic Performance Support - Software-based Help Resources - Knowledge Management Systems • Intrinsic Performance Support Support inside the working environment - Software Wizards Author: Dr. Patrick Blum Page 6

Embedded Knowledge Resources Intrinsic Performance Support Status quo • Many working processes are assisted by software • New software systems sometimes provide performance support Most existing software systems do not provide performance support • If performance support is provided, only to answer questions like: - How can I do this? • Seldom questions like: - Why does it work this way? - Are there additional resources? - Is there any expert who can help? • Problems: - Existing software is hardly to adapt to provide performance support - It is very cost-intensive to re-engineer the software Author: Dr. Patrick Blum Page 7

Embedded Knowledge Resources Extrinsic Performance Support Learning-, Knowledge-Management and Performance-Support-System 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 8

Embedded Knowledge Resources Intrinsic Performance Support Basic idea for embedded resources • Centralized knowledge management • Delivery of knowledge resources of any kind - Fact sheets - Slides - Workflows - Virtual presentations - Educational films - Discussion threads - Experts • Embedding of knowledge resources into the existing environment • Automated update of all knowledge resources Author: Dr. Patrick Blum Page 9

Embedded Knowledge Resources Intrinsic Performance Support Embedded Resources Software System A Software System B Knowledge Knowledge Resource 1 LKMPSS 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 10

Embedded Knowledge Resources Intrinsic Performance Support Challenges using embedded resources • Knowledge integrity • Authorization and data security • Organization and responsibility Solutions • Efficient embedding mechanism • Role-based knowledge access strategy • Automated notification system • Knowledge reference lists and maps Author: Dr. Patrick Blum Page 11

Embedded Knowledge Resources Summary • 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 one system • Embedded knowledge resources are a solution for intrinsic performance support • Knowledge integrity, data security and organization are manageable challenges Author: Dr. Patrick Blum Page 12

Embedded Knowledge Resources Thank you blum.patrick@inside-online.de http://www.slideshare.net/blumpatrick Author: Dr. Patrick Blum Page 13

Icelw 2010-presentation 1.0

by Patrick Blum on Sep 20, 2010

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