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Social Learning —       Mining the Untapped KnowledgeYou can listen to today’s webinar using your computer’s speakers     ...
Social Learning —Mining the Untapped Knowledge Speaker:     Bill Docherty              Vice President, Product Management ...
Tools You Can Use• Q&A – Click on the Q&A panel (?)   in the bottom right corner – Type in your question in the   space pr...
Tools You Can Use• Polling  – The poll will appear on the    right side of your screen  – Select the best option for    ea...
Frequently Asked QuestionsWill I receive a copy of the webinar recording?                               YES       Will I r...
Social Learning —Mining the Untapped Knowledge               Kellye Whitney               Managing Editor               Ch...
Social Learning —Mining the Untapped Knowledge            Bill Docherty            Vice President, Product Management     ...
Social LearningMining the UntappedKnowledgeBill DochertyVice President, Product ManagementAugust 21, 2012
Agenda      ■     Social & Mobile Learning Value Proposition      ■     Manufacturing Training      ■     Healthcare Train...
Analytics                           Mobile   Social  ■     Analytics – identify the value of initiatives on business perfo...
Mining The Untapped Knowledge■     For many organizations, some of the most valuable information and      experience is lo...
Social Learning – What’s The Value?                                                                                       ...
Formal Training Vs Social Learning     Formal Training                                       Social Learning     • Develop...
Key Social Learning Capabilities■    Activity Rating: Learning     activities can be rated by     completed users and prov...
Key Social Learning Capabilities■    Federated Search: Fast     and easy access to data –     be it structured content    ...
Social Learning & CollaborationGlobally-distributed food services                         Medical Associationcompany■ Busi...
Mobile Learning – Value Question   ■     Many organizations believe there is value in a mobile solution   ■     Challenge ...
Who is saying what about mobile….             Bersin – Predictions for 2012Page 17 - August 21, 2012 – PROPRIETARY AND CON...
Industry Challenges                                                              Industry             Healthcare          ...
Polling Slide – What is the biggest barrier to implementing a social learning solution within your organization today? ■  ...
Agenda      ■     Mobile & Social Learning Value Proposition      ■     Manufacturing Training      ■     Healthcare Train...
Manufacturing - Learning Challenges ■    Several of the top challenges in      training manufacturing      personnel can b...
Manufacturing – NextGen Learning Value■    Ability to push safety, compliance and     process updates to large populations...
Agenda      ■     Mobile & Social Learning Value Proposition      ■     Manufacturing Training      ■     Healthcare Train...
Healthcare - Learning Challenges ■    Several of the top ten      challenges facing healthcare      workers can be positiv...
Healthcare – NextGen Learning Value■    Access to current best     practices, regulations and policies                    ...
Polling Slide – If you have a social learning platform or strategy in place today how would you rate the level of business...
Agenda      ■     Mobile & Social Learning Value Proposition      ■     Manufacturing Training      ■     Healthcare Train...
Retail - Learning Challenges ■    Many of the most significant      training challenges facing retail      organizations c...
Retail – NextGen Learning Value■    Increase “off-the-clock” learning     opportunities cost effectively – can            ...
Agenda      ■     Mobile & Social Learning Value Proposition      ■     Manufacturing Training      ■     Healthcare Train...
Sales Readiness – Key To Success      ■     Most senior executives indicate that their biggest business            challen...
Sales Readiness – Sanity Check      ■     Consistency: Can you ensure standards in sales messaging and            executio...
Typical Sales Readiness Challenges          Product information rapidly                     Great deal of sales readiness...
Typical Sales Scenario      ■     Marie is a new salesperson for Acme Medical Device Company –            she has been wit...
OK, thanks. When isthat product going to                                                    Our current target releasebe r...
SumTotal Mobile – Different Outcome ■    Just prior to the meeting, Marie could have      accessed latest product informat...
Polling Slide – What is the key driver behind your implementation of or interest in implementing a social learning solutio...
Agenda      ■     Mobile & Social Learning Value Proposition      ■     Manufacturing Training      ■     Healthcare Train...
Mobile & Social – Getting Started■   Identify a particular business initiative that    will benefit from mobile & social l...
Free Learning Resources Visit us at http://www.sumtotalsystems.comWhitepapers■ 5 Tips on Effective Social Learning■    The...
Polling Slide – Where do you gauge the current demand for mobile learning amongst users? ■    Users are actively seeking/a...
Questions & Answers      Bill Docherty      Vice President, Product Management      SumTotal Systems                      ...
Join Our Next CLO Webinar        Integrating Your LMS and VILT            with Cloud Connector              Tuesday, Augus...
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Social Learning - Mining the Untapped Knowledge

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Businesses need to adapt quickly to be competitive, and social learning is one of the most effective tools to help. With employees and partners geographically dispersed and constantly on the go, how can you mine the untapped knowledge and best practices in the heads of your audience to benefit the entire organization? Join this webinar to learn how mobile and social learning technologies can be game-changing tools that will make your learning programs more successful. This session will highlight cases across a range of industries.

In this webinar, you will:
• Learn how mobile and social learning can help sales be more successful.
• Identify how social learning technologies can expand your reach and effectiveness.
• See how supplementing formal learning programs with informal learning can increase engagement.
• Experience the impact social learning has on your workforce’s ability to consume, process and use information.

Published in: Education, Technology
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Transcript of "Social Learning - Mining the Untapped Knowledge"

  1. 1. Social Learning — Mining the Untapped KnowledgeYou can listen to today’s webinar using your computer’s speakers or you may dial into the teleconference. If you would like to join the teleconference, please dial 1.408.600.3600 and enter access code 496 870 965 # You will be on hold until the seminar begins. #CLOwebinar
  2. 2. Social Learning —Mining the Untapped Knowledge Speaker: Bill Docherty Vice President, Product Management SumTotal Systems Moderator: Kellye Whitney Managing Editor Chief Learning Officer magazine #CLOwebinar
  3. 3. Tools You Can Use• Q&A – Click on the Q&A panel (?) in the bottom right corner – Type in your question in the space provided – Click on “Send.” #CLOwebinar
  4. 4. Tools You Can Use• Polling – The poll will appear on the right side of your screen – Select the best option for each question – Click on “Submit” #CLOwebinar
  5. 5. Frequently Asked QuestionsWill I receive a copy of the webinar recording? YES Will I receive a copy of the slides? YES Please allow up to 2 business days to receive these materials #CLOwebinar
  6. 6. Social Learning —Mining the Untapped Knowledge Kellye Whitney Managing Editor Chief Learning Officer magazine #CLOwebinar
  7. 7. Social Learning —Mining the Untapped Knowledge Bill Docherty Vice President, Product Management SumTotal Systems #CLOwebinar
  8. 8. Social LearningMining the UntappedKnowledgeBill DochertyVice President, Product ManagementAugust 21, 2012
  9. 9. Agenda ■ Social & Mobile Learning Value Proposition ■ Manufacturing Training ■ Healthcare Training ■ Retail Training ■ Sales Readiness ■ How Can I Get Started? ■ Q&APage 8 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL
  10. 10. Analytics Mobile Social ■ Analytics – identify the value of initiatives on business performance ■ Mobile – deliver critical business information to mobile/remote users ■ Social – leverage the expertise within and outside your companyPage 9 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL
  11. 11. Mining The Untapped Knowledge■ For many organizations, some of the most valuable information and experience is locked in the heads of employees■ Opportunity is to mine that knowledge to the benefit of the rest of the organization to find that valuableNot easy – need to sift through a gemgreat deal of dirty rocks…Page 10 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL
  12. 12. Social Learning – What’s The Value? I am sitting here – how do I ■ Social learning & collaboration is not collaborate with and learn from… just about individuals communicating ■ Opportunity is to leverage those interactions for the benefit of the rest of the organization ■ Further extract value of talent management investment – transition from “task tool” to “information destination” A colleague way over here in a meaningful way that is captured and benefits the rest of the organization?Page 11 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL
  13. 13. Formal Training Vs Social Learning Formal Training Social Learning • Developed by • Developed by anyone professionals • Segments lasting • Modules lasting hours minutes • Delivered by experts • Delivered by anyone • Pushed and scheduled • Pulled and real-time • Rigid and controlled • Dynamic and ad hoc Not a Replacement – It’s AdditivePage 12 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL
  14. 14. Key Social Learning Capabilities■ Activity Rating: Learning activities can be rated by completed users and provide their review of the activity■ Activity Communities: Create communities around a learning activity to share additional information related to the activity■ Topic-based Communities: Promote informal learning by creating communities around a topic and security controls to determine which users have accessPage 13 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL
  15. 15. Key Social Learning Capabilities■ Federated Search: Fast and easy access to data – be it structured content (learning activities) or user-generated content (discussions, documents etc). Provide users a “one stop shop”■ Make social info easy to access: expose summary community information to users clearly so it is constantly visiblePage 14 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL
  16. 16. Social Learning & CollaborationGlobally-distributed food services Medical Associationcompany■ Business Problem  Business Problem ■ Globally distributed workforce  The value of their offering is without a central system for the limited by “canned” content sharing of best practices provided by the association.■ Example Constant requests by customers ■ Creating pizza in China – one to allow users to share manager found a way to reduce content/expertise the use of mozzarella and cut cost  Example of pizza production by 10%  Offering “informal” learning and ■ Had no easy way to share this information can improve the with peers stickiness of their site■ Desired Solution  Will become an information ■ A central set of communities of destination and not just for practice to share best practices learning ■ Available worldwide and around  Desired Solution the clock  Communities of practice  Document/content sharingPage 15 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL
  17. 17. Mobile Learning – Value Question ■ Many organizations believe there is value in a mobile solution ■ Challenge is to quantify the business benefit to the organizationPage 16 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL
  18. 18. Who is saying what about mobile…. Bersin – Predictions for 2012Page 17 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL
  19. 19. Industry Challenges Industry Healthcare Financial Services Manufacturing & High Tech • Nurses and doctors with limited • Highly mobile workforce of • Line workers and field sales access to computer Brokers and Agents where with limited access to computer • High volume of HIPPA, JCAHO revenue generation is paramount • High volume of OSHA and and OSHA compliance training • High volume of SEC, FINRA and ISO training • Growing use of tablet devices CFTC compliance training • On-the-job training and • On-the-job training and • Rapidly changing product and evaluations evaluations market info • Pressure from channel to deliver latest information rapidly Life Sciences Retail Energy & Transportation • Sales team with need to show • Retail store workers with limited • Mining, drill rig workers and multimedia content to access to computer airline personnel with limited physicians while onsite • Store Operations struggling with access to computer • Rapidly changing product and delivering training in low • High volume of safety and market info bandwidth environments compliance training from OSHA • High volume of compliance • On-the-job training and and FAA training required by the FDA evaluations • On-the-job training and • High % of young workers evaluationsPage 18 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL
  20. 20. Polling Slide – What is the biggest barrier to implementing a social learning solution within your organization today? ■ Insufficient budget to implement solution ■ Concerns about security/legality of content ■ No perceived need ■ Organizational culture ■ Inability to make strong business casePage 19 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL
  21. 21. Agenda ■ Mobile & Social Learning Value Proposition ■ Manufacturing Training ■ Healthcare Training ■ Retail Training ■ Sales Readiness ■ How Can I Get Started? ■ Q&APage 20 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL
  22. 22. Manufacturing - Learning Challenges ■ Several of the top challenges in training manufacturing personnel can be addressed via NextGen learningIssue Global MetricsLack of formal Less than half of manufacturingeducation & personnel have any post-hightechnology school education and have limitedexperience technology skillsAbility to distribute Less than 40% of manufacturingimportant safetyand process organizations can distribute and track access to critical information ■ Inability to rapidly deliver and trackinformation updates in less than 24 hours compliance, safety and processupdates information updates can haveInability to share Allow management and instructorsbest practices to share best practices and reinforce disastrous effects those practices in floor personnelLimited access to Limited computers accessible fromtechnology manufacturing floor creates a “training” bottleneck Page 21 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL
  23. 23. Manufacturing – NextGen Learning Value■ Ability to push safety, compliance and process updates to large populations Process quickly and track access Changes Expand Reach Safety Beyond Procedure■ Ensure that manufacturing best Updates Limited Computer Assets practices are shared effectively NextGen■ Expand the pool of users that can be Best practices Learning Increase trained – bypass limited computer sharing Compliance Rates assets■ Provide technical and skills training to Investment in Individual Rapid Knowledge Development Assessments personnel at a time that is convenient to their schedule – investment in self- paced individual developmentPage 22 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL
  24. 24. Agenda ■ Mobile & Social Learning Value Proposition ■ Manufacturing Training ■ Healthcare Training ■ Retail Training ■ Sales Readiness ■ How Can I Get Started? ■ Q&APage 23 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL
  25. 25. Healthcare - Learning Challenges ■ Several of the top ten challenges facing healthcare workers can be positively impacted by leveraging NextGen learningIssue Survey MetricsLack of Less than 50% of surveyadvancement respondents indicated theiropportunities organization offered employee development programsLack of mentoring Only 37% felt that their organization offered opportunities to mentor others ■ Challenges are even more acute inLimited access to Only half of employees felt that their developing countries wheretechnology organization provided enough infrastructure for online learning is technology-based training limitedLack of training Just over 50% felt that they had access to job focused training and only 40% had access to crossCareer Builders Turnoverx: How to Cure the Retention Problems training opportunitiesAiling Your Health Care Organization - 2010 Page 24 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL
  26. 26. Healthcare – NextGen Learning Value■ Access to current best practices, regulations and policies Best Practices Documents is key Regulatory Policies & Courses & Procedures Docs■ Optimizing compliance rates Mobile■ Ability to quickly and easily assess Learning Increase Enhance the knowledge of the user base Mobility Compliance Rates and remediate to benefit patient outcomes Ease Rapid Continuing Knowledge Education Assessments■ Mobile learning initiatives can be easily tied to continuing education tracking to optimize that processPage 25 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL
  27. 27. Polling Slide – If you have a social learning platform or strategy in place today how would you rate the level of business value that is provided? ■ High Value ■ Some Value ■ Neutral ■ Low Value ■ No ValuePage 26 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL
  28. 28. Agenda ■ Mobile & Social Learning Value Proposition ■ Manufacturing Training ■ Healthcare Training ■ Retail Training ■ Sales Readiness ■ How Can I Get Started? ■ Q&APage 27 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL
  29. 29. Retail - Learning Challenges ■ Many of the most significant training challenges facing retail organizations can be positively impacted by leveraging NextGen learningIssue Global MetricsLimited training The average retail company spendsinvestment and less than $100/year on training foropportunities each employeeYounger Average age of employees in retailgeneration of organization is lower than otheremployees with industries and these users havedifferent learning grown up with mobile & socialexpectations technologyLimited access to Limited computers accessible intechnology retail establishment and significant bandwidth constraintsObarski, A. (2006). Training Retail Employees. The Sideroad Page 28 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL
  30. 30. Retail – NextGen Learning Value■ Increase “off-the-clock” learning opportunities cost effectively – can Increase assist in reducing turnover Engagement New Product Bandwidth■ Rapidly push out new product Information Optimization information from multiple vendors and track access Mobile Individual Learning Improve■ Development Brand Engage younger generation to Reduce Turnover Awareness employees with mobile & social learning Track Access Customer to Stream of Service Informal■ Leverage the bandwidth of mobile Content Updates carriers to deliver content – alleviates need to use valuable and limited bandwidth in the storePage 29 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL
  31. 31. Agenda ■ Mobile & Social Learning Value Proposition ■ Manufacturing Training ■ Healthcare Training ■ Retail Training ■ Sales Readiness ■ How Can I Get Started? ■ Q&APage 30 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL
  32. 32. Sales Readiness – Key To Success ■ Most senior executives indicate that their biggest business challenge is how to effectively manage change across their organizations while keeping the revenue chart trending up ■ Sales readiness has evolved from a revenue-generating tool used by individual salespeople to a management platform and philosophy directing enterprise growth ■ Ensuring that your sales team is product knowledgeable and has access to product information resources at the point/time of need can be the single biggest influencer of sales successPage 31 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL
  33. 33. Sales Readiness – Sanity Check ■ Consistency: Can you ensure standards in sales messaging and execution, and have a repeatable management operating rhythm? ■ Market Responsiveness: Can you accelerate the learning curve for new revenue streams and rapidly ramp up new hires, streamline acquisitions and educate partners in a manner suited to the seller and the situation? ■ Individual Empowerment: Can your people take ownership of developing, locating and customizing customer-facing sales assets and engage with strategic selling resources in a brand- driven, initiative-focused manner? ■ Rapid Mobilization: Is your sales team ready for collaboration and execution anytime, anywhere?Page 32 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL
  34. 34. Typical Sales Readiness Challenges  Product information rapidly Great deal of sales readiness changing and developing formal material provided in document- eLearning not practical in all cases based format and access to this information is not tracked  Field sales personnel not aware of Sales using outdated information or do not have access to most up to and not representing products date product information correctly or setting incorrect expectations with customers  Sales team is highly mobile and Critical information access not does not have access to corporate always possible and not easy to information stores for periods of time locate – lack of responsiveness to customer  Changes to product availability and Potential for significant lost pricing not being provided to sales in revenue in incorrect expectation a timely manner and access tracked setting and invalid pricingPage 33 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL
  35. 35. Typical Sales Scenario ■ Marie is a new salesperson for Acme Medical Device Company – she has been with the company only about 6 months ■ Marie is getting ready to meet with an existing physician customer to review the company’s new line of products ■ Marie had spent time briefing herself on the key new product facts and messages the night before the meeting ■ After Marie provides his standard product overview the physician, Dr. Jones, has some clarifying questions Marie, what are I know that we the key results of conducted an in- the efficacy depth study but I study on this don’t recollect the new blood results. Let me get thinner product? back to you on thatPage 34 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL
  36. 36. OK, thanks. When isthat product going to Our current target releasebe released? I need date is end of December.availability by end of Let me confirm that dateNovember or will howeverhave to find analternative solution NOTE: In fact the latest product briefing indicated the release date had beenDo you know if the moved up to Octobernew product will becompatible with your I can find that out. Justred blood cell testing give me a few minutes todevice? get my laptop booted up and check out the product compatibility matrixYou will need to getback to me on thatquestion. I need torun to anotherappointment ■ All this amounts to a near certain lost sales opportunity, due to ■ Inability to respond to product questions in a timely manner ■ Incorrect product information or availability being conveyed Page 35 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL
  37. 37. SumTotal Mobile – Different Outcome ■ Just prior to the meeting, Marie could have accessed latest product information and formal training on her smartphone ■ While in the meeting, Marie could have accessed latest product info very quickly on her smartphone to answer customer questions ■ The product, training or marketing teams could easily access reports to determine which sales representatives have been accessing which contentPage 36 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL
  38. 38. Polling Slide – What is the key driver behind your implementation of or interest in implementing a social learning solution? ■ Demand/expectations across our entire employee base ■ Demand/expectations from our younger generation employees ■ Driven by senior management ■ Concerns about falling behind competition ■ Just a general feeling we should be “doing something different”Page 37 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL
  39. 39. Agenda ■ Mobile & Social Learning Value Proposition ■ Manufacturing Training ■ Healthcare Training ■ Retail Training ■ Sales Readiness ■ How Can I Get Started? ■ Q&APage 38 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL
  40. 40. Mobile & Social – Getting Started■ Identify a particular business initiative that will benefit from mobile & social learning – get a quick win■ Identify content that is most conducive to mobile delivery■ Determine how you will incent people to contribute content to the social communitiesKey Mobile CapabilitiesOffline delivery of SCORM 1.2 contentAbility to deliver/track document-based content ■ Identify vendors that can provideMulti-language support a turnkey solution with existingManager approvals for course registrations mobile & social learning experiencePage 39 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL
  41. 41. Free Learning Resources Visit us at http://www.sumtotalsystems.comWhitepapers■ 5 Tips on Effective Social Learning■ The 7 Cs of Social Learning: How Social Learning Technologies Can Meet Today’s Business Challenges■ Building a Business Case for Mobile Learning■ HR Field Guide: 5 Tips to Effective Mobile Learning■ Next Generation Learning In PracticePage 40 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL
  42. 42. Polling Slide – Where do you gauge the current demand for mobile learning amongst users? ■ Users are actively seeking/asking about mobile learning ■ There is interest but not at a level to justify implementing a solution ■ Very little demand for access to mobile learningPage 41 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL
  43. 43. Questions & Answers Bill Docherty Vice President, Product Management SumTotal Systems #CLOwebinar
  44. 44. Join Our Next CLO Webinar Integrating Your LMS and VILT with Cloud Connector Tuesday, August 28, 2012CLO Webinars start at 2 p.m. Eastern / 11 a.m. Pacific Register at www.clomedia.com/eventsJoin the CLO Network: http://network.clomedia.com/ #CLOwebinar
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