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Workforce development services framework

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From Jane Hart …

From Jane Hart

Here is an updated version (V3) of the WSD Framework with more charts and descriptions, and now available as a PDF to download under a Creative Commons Licence.
Social tools are changing not only the way that professionals are working and learning but also the way that organisations are transforming into social businesses. In the new connected workplace, current training, e-learning or blended learning services, which take a top-down, ”command and control” approach to organising and managing “learning” will not be appropriate to support these new ways of working and learning. What will be required is a completely new range of services – which we might call non-training services – that are focused on supporting continuous performance improvement and learning in the workflow as people do their jobs.

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  • 1. Workforce Development Services FrameworkA framework for supporting learning and performance in the social workplace Jane HartCentre for Learning & Performance technologies | Social Learning Centre | Internet Time Alliance 1
  • 2. RATIONALE Social tools are changing not only the way that professionals are working and learning but also the way that organisations are transforming into social businesses. In the new connected workplace, current training, e-learning or blended learning services, which take a top-down, ”command and control” approach to organising and managing “learning” will not be appropriate to support these new ways of working and learning. What will be required is a completely new range of services – which we might call non-training services – that are focused on supporting continuous performance improvement and learning in the workflow as people do their jobs. The Workplace Development Services (WDS) framework has therefore been developed to help organisations understand the range of new services and activities that will be required, as well as the tools and platforms to power these activities, and the new skills and mindset involved.v3, Mar 2012Jane Hart, C4LPT 2
  • 3. Training/ SERVICES & ACTIVITIES Instructional Services The Worforce Development Services Framework comprises 4 key service areas. Performance Support However there is likely to be a high level of Services overlap in the activities provided by the different service areas. Social Collaboration Services The service areas and underlying activities are shown in the Framework charts 1 and 2 and described on pages 6-9. Performance Consulting Servicesv3, Mar 2012Jane Hart, C4LPT 3
  • 4. Training/ Workforce Development Services Framework 1/5 Instructional Services SERVICES Performance Support designing, delivering Services and managing training, Social e-learning and/or Collaboration blended learning Services events supporting providing access to, collaborative working and supporting use of and the building of a range of resources internal networks, Performance (content and people) Consulting communities and for performance Services collaboration spaces improvement finding the mostappropriate solutionto a performance or learning problem v3, Mar 2012 Jane Hart, C4LPT 4
  • 5. Training/ Workforce Development Services Framework 2/5 Instructional Services ACTIVITIES Performance courses Support workshops Services e-learning learning communities Social Collaboration repurposing coaching & Services c/w mentoring blended learning helping teams/groups creating to set up (online ) communities supporting job aids sharing bookmarks aggregation, curation developing new collaboration Performance and community skills content co-creation Consulting (by modelling not shaping) Services supporting effective use of Social Web content, encouraging and supporting identifying performance tools & networks new collaborative practices problems andappropriate solutions v3, Mar 2012 Jane Hart, C4LPT 5
  • 6. Training/Instructional Services This service area will continue to design, deliver and manage training, e-learning and/or blended learning events. However the amount of this type of intervention is likely to reduce over time as other forms of learning are seen to be more effective. Training and e-learning activities will likely include more informal and social approaches. They will also become more embedded in the workflow, e.g. learning communities will often be seen as an extension of a group’s existing online activities.v3, Mar 2012Jane Hart, C4LPT 6
  • 7. Performance Support Services This service area will focus on providing access to, and supporting an individual’s use of a range of resources (content and people) for performance improvement. Activities will include creating (top-down) resources like job aids, e.g. by repurposing courseware, but will also involve supporting the creation of employee-generated content, as well the individual’s own use of tools, content and networks on the Social Web, and the sharing of useful external resources through content aggregation and content curation techniques.v3, Mar 2012Jane Hart, C4LPT 7
  • 8. Social Collaboration Services These (non-training) services will focus on supporting collaborative working and the building of internal networks, communities and collaboration spaces. These will become key elements of building and supporting the collaborative culture of a social business - where informal, social learning is its bloodstream. Activities will include helping to set up online group and community spaces, developing new collaboration and community skills by modelling new behaviours - since you can’t train people to be social - as well as encouraging workers to “connect and collaborate” and engage in new collaborative work practices, so that there is a symbiotic relationship between collaborative working and learning.v3, Mar 2012Jane Hart, C4LPT 8
  • 9. Performance Consulting Services This service will focus on finding the best solution to a learning or performance problem, which may well be a training/instructional solution but is more likely to be a performance support or social collaboration solution. These services will focus on identifying the root cause of performance problems and proposing appropriate solutions through e.g. through workflow audits. This service area will therefore serve as the main entry point in the Framework. In other words, instead of managers coming with requests for courses, they would come with requests for help with performance problems.v3, Mar 2012Jane Hart, C4LPT 9
  • 10. Training/ Workforce Development Services Framework 3/5Instructional Services TOOLS & PLATFORMSPerformance Support Services course authoring course/learning management systems (LMS) Social learning platformsCollaboration Services collaboration tools: eg social bookmarking, microblogging/activity streams aggregation, discussion tools document, curation tools blogging, wiki presentation collaborative documentation audio, video, mindmapping/brainstorming screencasting tools calendaring/event scheduling enterprise file sharing platforms resources social collaboration platforms on the and social intranetsPerformance Social Web Consulting Services v3, Mar 2012 Jane Hart, C4LPT.co.uk 10
  • 11. TOOLS & PLATFORMSAlthough authoring tools and Learning Management Systems have gone“social” – i.e. by adding the functionality for social interactions within courses,like blogging, discussion forums and real-time activity streams, instructionaltools won’t be the right tools for the new activities within the performancesupport and social collaboration service areas. These will involve the use of awide range of other tools, particularly ones that are in use, in the workflow foreveryday working activities.The C4LPT Directory lists over 2,000 tools for learningand performance:C4LPT.co.uk/directory-of-learning-performance-tools/v3, Mar 2012Jane Hart, C4LPT 11
  • 12. Training/ Workforce Development Services Framework 4/5 Instructional Services SKILLS Performance instructional design Support training Services learning administration Social learningCollaboration facilitation Services sharing aggregation curation social media skills collaboration & community skills information design job aid design modelling skills content creation Performance Personal business skills Consulting Knowledge Services Management (PKM) performanceconsulting skills business skills v3, Mar 2012 Jane Hart, C4LPT 12
  • 13. SKILLS Supporting new ways of working and learning will require a wider skillset than is currently the case. It wont just be about instructional design or LMS administration, but will require performance consulting skills, business skills, social media skills, collaboration skills and community management leadership skills. However, since the Framework comprises 4 distinct service areas, this means there is still room for specialization, and at the same time a team approach will mean that all areas of work can benefit from those with the new skills.The Social Learning Centre offers a range of onlineprogrammes, workshops, webinars and otherresources to help new Workplace Developmentprofessionals acquire these new skills:www.SocialLearningCentre.co.ukv3, Mar 2012Jane Hart, C4LPT 13
  • 14. Training/ Workforce Development Services Framework 5/5 Instructional Services MINDSET Performance Support “plan and organise” Services “command and control” people like to learn with Social and from others Collaboration Services “learning” needs to be embedded in the workflow most “learning” takes place outside training naturally and continuously as people do their jobs people want to people like to share solve a there is a symbiotic relationship what they know performance between collaborative working problem not and collaborative learning Performance study it people rely on a trusted Consulting network of colleagues collaboration and Services community skills area course is not the success measure in terms of key workplace skills only answer to a performance outcomes performance “connect and collaborate” problem “encourage and support” v3, Mar 2012 Jane Hart, C4LPT 14
  • 15. MINDSETA key aspect of this Framework is that it requires a new mindset. Thismeans recognising it is no longer just about using traditional“command and control” approaches (that are employed in mosttraining solutions to try and force people to learn), but will alsoinvolve encouraging and supporting people to engage in newcollaborative activities to support one another as they work byhelping them to “connect and collaborate”. Success will also bemeasured in terms of performance outcomes not in terms of “bumson seats”, test or online course completions.The Internet Time Alliance works with organisationsworldwide to support workplace transformation.www.InternetTimeAlliance.comv3, Mar 2012Jane Hart, C4LPT 15
  • 16. FOR MORE INFORMATION, HELP OR SUPPORTContactjane.hart@C4LPT.co.ukWebsitesJane Hart: JaneHart.comCentre for Learning & Performance Technologies: www.C4LPT.co.ukSocial Learning Centre: www.SocialLearningCentre.co.ukInternet Time Alliance: www.InternetTimeAlliance.com v3, Mar 2012 Jane Hart, C4LPT 16