KM SHOWCASE 2019 - KM for Improved Learning & Performance at the National Park Service
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KMI Showcase 2019 presentation by Dale Carpenter
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KM SHOWCASE 2019 - KM for Improved Learning & Performance at the National Park Service
- 1. E X P E R I E N C E Y O U R A M E R I C A National Park Service U.S. Department of the Interior Office of Learning & Development Distance Learning Program Knowledge Management for Improved Learning & Performance at the NPS
- 2. Distance Learning Program Manager National Park Service Dale Carpenter Dale_carpenter@nps.gov Meet The Presenter Collaborative Learning: Any Place… Any Time.https://mylearning.nps.gov
- 3. Agenda • NPS Knowledge Management Challenge • L&D Systems for KM • NPS Learning & Performance Ecosystem (LPE) • KM Processes Supported by the LPE • What's next? Collaborative Learning: Any Place… Any Time.https://mylearning.nps.gov
- 4. NPS KM Challenge Collaborative Learning: Any Place… Any Time.https://mylearning.nps.gov
- 5. The NPS Knowledge Management Challenge • 419 Parks • 16,000 permanent employees • 4000 seasonal employees • 350,000 volunteers Collaborative Learning: Any Place… Any Time.https://mylearning.nps.gov
- 6. To Google…or Not to Google? Collaborative Learning: Any Place… Any Time.https://mylearning.nps.gov
- 7. Plethora of Portals +30 portals just for learning used by L&D in past Collaborative Learning: Any Place… Any Time.https://mylearning.nps.gov
- 8. A wealth of knowledge – in the field Collaborative Learning: Any Place… Any Time.https://mylearning.nps.gov
- 9. Collaborative Learning: Any Place… Any Time.https://mylearning.nps.gov NPS L&D Systems/Tools
- 10. Collaborative Learning: Any Place… Any Time.https://mylearning.nps.gov The Common Learning Portal
- 11. Collaborative Learning: Any Place… Any Time.https://mylearning.nps.gov The Common Learning Portal A CATALOG A LIBRARY COMMUNITIES SEARCH CLOUD OPEN-SOURCE
- 12. Administrative Officer Toolkit Collaborative Learning: Any Place… Any Time.https://mylearning.nps.gov
- 13. Digital Individual Development Plan tool Collaborative Learning: Any Place… Any Time.https://mylearning.nps.gov
- 14. DOITalent Collaborative Learning: Any Place… Any Time.https://mylearning.nps.gov
- 15. Collaborative Learning: Any Place… Any Time.https://mylearning.nps.gov NPS Learning & Performance Ecosystem
- 16. NPS Learning & Performance Ecosystem Collaborative Learning: Any Place… Any Time.https://mylearning.nps.gov • Ties KM systems and processes together • Better user experience • Holistic approach to learning and KM
- 17. KM Processes Supported by the LPE Collaborative Learning: Any Place… Any Time.https://mylearning.nps.gov
- 18. 18 CLP search • Curated library of informal learning tools • Communities of Practice • Links to courses in DOI Talent • Search Facets (based on a NPS Taxonomy) yield fast, precise results • Governance based on site analytics keeps content fresh and current Search & Findability Collaborative Learning: Any Place… Any Time.https://mylearning.nps.gov
- 19. Enterprise Search Across Content Types Collaborative Learning: Any Place… Any Time.https://mylearning.nps.gov
- 20. Structured Learning: Search Collaborative Learning: Any Place… Any Time.https://mylearning.nps.gov
- 21. Well-documented Content Governance Processes Product value statement Roles Publish/Edit/Archive processes Governance review committee/meetings Content policies Communications Recommended training per role Distributed Content Publishing & Workflows Collaborative Learning: Any Place… Any Time.https://mylearning.nps.gov
- 22. Content Teams 65 Programs 5 Training Centers 8 Regions 125 trained content authors CLP Program Content Team • Site Content Approver • Site Content Creator Training Center Content Team • Site Content Approver • Site Content Creator Region Content Team • Site Content Approver • Site Content Creator Decentralized Content Strategy Collaborative Learning: Any Place… Any Time.https://mylearning.nps.gov
- 23. Content Team Owned Landing Pages Content team authority to publish immediately to landing pages Autonomy to control content on landing page Decentralized Content Strategy Collaborative Learning: Any Place… Any Time.https://mylearning.nps.gov
- 24. Content Team Training Customized technical training for every team Customized content strategy support for every team Ongoing training in advanced topics (Search optimization, 508 compliance, etc.) User documentation Decentralized Content Strategy Collaborative Learning: Any Place… Any Time.https://mylearning.nps.gov
- 25. Content Communities of Practice Monthly collaborative work sessions Discussion forum for content teams Decentralized Content Strategy Collaborative Learning: Any Place… Any Time.https://mylearning.nps.gov
- 26. Representative Content Governance Team CLP Distance Learning Group CLP Commons Group Facilitator Instructional Designer Training Center Region Program Decentralized Content Strategy Collaborative Learning: Any Place… Any Time.https://mylearning.nps.gov
- 27. Performance Support Tools Collaborative Learning: Any Place… Any Time.https://mylearning.nps.gov
- 28. Performance Support Collaborative Learning: Any Place… Any Time.https://mylearning.nps.gov
- 29. Performance Support: CLP Help Videos Collaborative Learning: Any Place… Any Time.https://mylearning.nps.gov
- 30. Social Networking & Collaboration Collaborative Learning: Any Place… Any Time.https://mylearning.nps.gov
- 31. Access to Experts Collaborative Learning: Any Place… Any Time.https://mylearning.nps.gov
- 32. Talent Management Collaborative Learning: Any Place… Any Time.https://mylearning.nps.gov
- 33. Talent Management DOI Talent + CLP = a holistic NPS Learning & Performance Ecosystem that supports both organizational and individual learning needs Collaborative Learning: Any Place… Any Time.https://mylearning.nps.gov
- 34. What’s next? Collaborative Learning: Any Place… Any Time.https://mylearning.nps.gov
- 35. • Data visualization • Full connectivity with HRIS and other systems • Better, easier mobile access and offline capabilities • Synonym and metadata correlation What's next? Collaborative Learning: Any Place… Any Time.https://mylearning.nps.gov
- 36. Distance Learning Program Manager National Park Service Dale Carpenter Dale_carpenter@nps.gov Questions/Contact Collaborative Learning: Any Place… Any Time.https://mylearning.nps.gov
Editor's Notes
- Cove Viaduct on Blue Ridge Parkway in North Carolina Copyright: Robert D. Howell / Shutterstock licensed to NPS DL Group Image ID:19090750
- Decentralalized workforce Knowledge is in the field not HQ Much knowledge is passed from person to person Until recently, training KM was very scattered across multiple, often non-NPS Systems
- Decentralized organization, started with big parks out west Huge transient workforce Knowledge is in the field, not the HQ Systems in past very localized, if any, knowledge capture done is some learning centers, the rest might be in sharepoint, or in a notebook or laptop, or in the experts head.
- “Life is like a box of chocolates, you never know what your gonna get” Movie Forrest Gump In 2014, Google was the predominate way that NPS employees would try and find NPS learning information While Google is the most used search engine for public information, some issues with this are: Inauthentic/inconsistent or unreliable information (uncurated) Dated information Misrepresented as NPS, but not Sometimes links to malware Doesn’t provide NPS with data regarding what is being searched for
- Other ways NPS finds/delivers information
- So where is most of our knowledge stored?
- Application, collection of vetted tools used by admin officers
- Why did the NPS implement the Learning & Performance Ecosystem Model? Foreman Rosenburg (2014) model “Learning and Performance Ecosystems: Strategy, Technology, Impact, and Challenges” Elearning Guild Formal is Face-to-Face, Structured DL – combined with Talent Management – DOI Talent, which uses Totara software layer. Schedules courses, eLearning SCORM course delivery, learner record certificates, tracks required learning reports for bureau. Informal is provided thru the CLP- includes KM- Curated Library of information, Performance Support Tools, Social Network (Commons) and Access to Experts. Informal is provided for by the Common Learning Portal.
- Classic KM to address the findability challenge. Custom post post types on the CLP Custom metadata/taxonomies on the CLP Diverse & representative content & taxonomy governance
- Enterprise Search Across Content Types
- Users can execute ONE search and find training courses alongside all of the other resource types in the learning & performance ecosystem. Site-wide search results include all content (including people, groups, and public conversations in the CLP Commons). Faceted search based on a simple, “business taxonomy,” allows users to quickly filter results. Addressing the findability challenge by including formal courses on the CLP Users can execute ONE search and find training courses alongside all of the other resource types in the learning & performance ecosystem.
- Distributed content publishing & well-defined CLP workflows (content teams) SCC SCA MCA
- Knowledge management can be supported through custom performance support content types Performance support tools (user guides) are published in the knowledge park for easy access by content teams They include technical documentation And they also include formatting guidelines and style guides
- Example of KM in action in the AO Toolkit – task-based performance support content types
- KM through Communities of Practice in the CLP! Being able to FIND the groups
- KM through expert finders & searchable user profiles. Ask the expert link between knowledge park to group
- Role of TMS= centralized HRIS, data repository for all things about human management. Goal is to tie to career dev data for a holistic repository of that ties performance with management. Create an educational path via their Individualized Development Plan Example of KM in action in the Digital IDP – Personalized Learning Plans
- Interconnected systems: Links between educational assets in other systems and the Digital IDP system Shared competencies across systems