Mobile Learning in a Virtual Work Environment


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Presented at the 2013 Canadian Society for Training and Development conference in Toronto, Canada.

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  • Welcome Attendees
    Introductions – Robin Yap and Phil Speed
  • Robin:
    This is the learning curriculum as we know it.
    Discuss each bucket
    The opportunity for Mobile learning exists in all but the face-to-face environment
  • Robin:
    Mobile learning, defined
    Reference: Wang, R., Wiesemes, R., & Gibbons, C. (2012) Developing digital fluency through ubiquitous mobile devices: Findings from a small-scale study. Computers & Education, 58 (1), 570-578.  
  • Robin:
    At TELUS, we have three opportunities for incorporate mobile learning technologies:
    Traditional format of learning – we can use mobile learning as a method of sustaining the learning between face-to-face classes and before application of the learning
    Blended Learning format where mobile learning features can be incorporated throughout the various learning activities up to the application of learning
    Communications where mobile technology can be incorporated before implementation of what is being communicated
  • Robin:
    One of the many examples mobile learning can be incorporated into an existing learning program.
  • Phil:
  • Phil:
  • Phil
  • Phil:
    Reference: to content on slide
    Identify the real need for implementing mLearning
    Assess cultural readiness
    Stakeholder commitment/buy-in
    Design to suit user’s real context – it is the learner who is mobile
    Adopt a strategy that works for your setup (may be trial and error)
    Plan some quick wins:
    Make mobile site more compatible
    Turn on the mobile version of your LMS
    Try a small app or blog for sharing updates
    Try it with a Sales Team
  • Phil
  • Robin:
  • Phil:
    Mobile Survey Platform
    The mobile survey platform is being developed to resolve a situation of low response to the new hire surveys by TELUS retail team members.  Retail team members had difficulty in responding to the survey as the desktop computers within the retail environments were often behind restrictive firewalls which prevented access to the surveys.  The mobile survey solution provides the following advantages:
    Potential for greater response from retail team members: remove the barriers preventing access
    Ease of access for team members: complete the survey when convenient without being restricted to computer access
    Uptake: Has increased by 300% since the survey was implemented.
    Technical Specs:
    Developed using HTML with a SQL database
    Survey is accessible on both desktops and mobile devices
    Both surveys are developed in ENG and FRE
    Also developed a lite report generator back-end (administrated by KLS) to report completion status
  • Robin:
    Technicians Application:
    The Technicians Application was developed to provide installation technicians with an additional set of tools to improve service time and satisfaction while reducing TELUS support requirements.  Currently, when technicians encounter a problem with an installation a support call will be made to assist in resolving the issue.  The goal of the application is to reduce the number of Tier One and Tier Two support calls required and thereby reduce the service call time.
    One stop access to training materials: provide all training materials for loop bonding in a single location.
    Ease of access: make it easy for the technician to call up existing training materials and videos while on an installation site. 
    Improved accuracy of information: Use barcode scanner within the application to call up accurate support information quickly with decreased chance of error.
    Reduce call/visit length: With easy access to installation information, issues should be resolved more quickly.
    Technical Specs:
    Developed using a combination of PhoneGap, HMTL and SQL
    Specifically developed for BB Bold and Curve
    The camera phone allows the app to link product bar codes (that have been tagged in the app) to associated content
    Displays text with images as well as videos and PDFs
  • Robin
    Mobile Learning Platform:
    The Mobile Learning Platform was developed a mobile app for Android and iPhone for an audience of 15,000 retail employees. The goal is to push out relevant, time sensitive content
    content to channel store employees.
    One stop access to
    Ease of access
    Technical Specs:
    Developed as a cross platform solution using a combination of PhoneGap, AngularJS, HTML, Java and Oracle
    The content is pulled from the TELUS PCMS using a web service
    Includes custom feedback back feature
    Phase 1 displays text-based content, videos and PDFs
    For the pilot the login authentication is handled by the server KLS built and is hosting in our offices however once the app is rolled out to everyone in 2014 it will connect to the TELUS environment
  • Robin:Develop your own mobile learning strategies.
    Currently these are the considerations learning partners need to take into account when mobile learning is included in their programs
  • Robin:
    Research: investigation into how mobile is used in the company, industry and user population
    Requirements: scenarios describing how mobile technology will integrate into the company and user base; how users will leverage mobile
    Governance: who owns the mobile strategy and enforces company standards and processes
    Technology: definition, documentation, implementation and testing of IT methodology, processes and deliverables
    Data: storage and maintenance of back-end information
    Security: protection against data loss, data corruption, security breaches, network downtime and lost or stolen devices
    Device: supporting and protecting mobile assets as tools for the organization to help accomplish business goals
    User experience: designing intuitive and compelling mobile experiences that are in line with users’ perceptions and needs
    Compliance: conforming to legal and regulatory policy
  • Robin:
    New ASTD/i4cp report reveals mobile learning trends and strategies.
    These days, we all have connections, thanks to the billions of smartphones, tablets, and other mobile devices that take Internet access just about anywhere a signal can go. With mobile-cellular subscriptions nearly totaling the world's population, employers have unprecedented opportunities to connect with their workforces wherever employees may be. That technology has become a driving force, changing organizational learning and challenging learning professionals to reshape both content and delivery for a mobile world.
    According to Going Mobile: Creating Practices That Transform Learning, a recent ASTD/Institute for Corporate Productivity (i4cp) study, 31 percent of organizations offer learning via mobile devices, a 3 percent increase from last year. Although many companies furnish at least some employees with smartphones or other devices, significant interest is emerging in BYOD—bring your own device to the workplace. In 2012, 43 percent of responding organizations supported BYOD; that figure leapt to 65 percent in 2013.
    Going Mobile is the third collaborative look at mobile learning by ASTD and i4cp, and features interviews with practitioners and survey responses from 287 business and learning leaders representing organizations across varied industries, organizational sizes, and geographic structures.
    Most learning professionals choose to develop mobile content internally, seeking input from those with relevant know-how—colleagues in IT (45 percent)—and those who will be recipients of mobile learning content: business leaders, managers, and employees across all organizational levels. That build-it versus buy-it approach correlates strongly with both learning effectiveness and organizational market performance.
    What mobile learning content looks like is a core consideration for learning designers, about half of whom said they repurpose existing content for mobile delivery, and with the greatest portion devoted to just-in-time learning and on-the-job support.
    Mobile learning is evolving, but barriers impede its progress. Lack of money (55 percent), security concerns (46 percent), and technology issues (37 percent) are the chief culprits. BYOD adds adaptability challenges (31 percent) to the mix, too.
    Still, learning professionals are optimistic that mobile technologies will improve their function. To realize that potential, the report explains, they are developing comprehensive mobile learning strategies, resolving technical challenges, and increasing security measures.
  • Phil:First personal mass media
    Permanently carried medium
    Only always-on mass medium
    Only mass medium with a built-in payment mechanism
    Only mass medium available at the point of creative inspiration
    Only mass medium with accurate audience measurement
    Only mass medium that captures the social context of media consumption
  • Robin and Phil:
    Location based learning: GPS-enabled devices facilitate applications and interactions that incorporate the learner’s location. Learners can be location tracked in relation to other learners, thus facilitating interaction. Awareness of location enables delivery of geographically relevant information and just-in-time learning.
    Augmented reality: AR is a technology that merges visual perception of real-world environments and objects with virtual, computer generated content. This happens by overlaying a camera-mediated viewpoint with virtual objects and displaying the result via smartphone displays.
    TinCan API: Learning is happening everywhere. Collect the experience that matters.
  • Robin to set up activity:
    These are the questions we have generated through our experience successfully implementing a mobile strategy and designing and delivering many successful mobile projects at TELUS.
    What are some of the challenges and considerations that need to be considered when selling mobile learning?
    How does mobile learning fit into our existing curriculum?
    What infrastructure, decisions, need to be examined for mobile learning requirements?
    How can we address adoption challenges?
    At what speed are we ready to launch a mobile learning initiative?
    What kinds of financial impact will it have on our organization?
    How can we capitalize on mobile learning to leverage the learning we already have invested in our organization?
  • Questions for activity
  • Thank you. Future questions, please contact or . Business cards included in swag bag.
  • Mobile Learning in a Virtual Work Environment

    1. 1. Mobile Learning Robin Yap, JD, PhD TELUS Transformation Office Phil Speed Klick Learning Solutions the courage to
    2. 2. “Mobile devices are misnamed. They should be called gateways to human knowledge.” Ray Kurzweil the courage to 2 TELUS Public
    3. 3. Learning Continuum Live (synchronous) Mobile Learning the courage to 3 TELUS Public (asynchronous) On Demand
    4. 4. Mobile Learning, defined At TELUS, we define Mobile Learning as “Learning through Mobile devices using Mobile features.” the courage to 4 TELUS Public
    5. 5. Mobile Learning Opportunities Sustainability Application of Learning Blended Format Mobile Learning Features Final Assessments and Application of Learning Communications Mobile Technology Implementation Traditional Format the courage to 5 TELUS Public
    6. 6. Mobile Learning in Action Scanned-released 1 On-demand Geo-tagged smartphone Time-released 2 3 7 the courage to 4 Incentive badges 6 TELUS Public 6 5
    7. 7. Understanding Mobile Likely to be with user Personal Universal alerting device Potential location awareness Great for short bursts of info the courage to 7 TELUS Public
    8. 8. Mobile Learning Features Collaborative User Contributed Distributed Persuasive the courage to 8 TELUS Public
    9. 9. Social Media Design the courage to 9 TELUS Public + Mobile Integration
    10. 10. Going Mobile  Alignment with organization’s business goals  Compelling business need or problem  Learning or performance need that mobile can support  Context so mobile technology can have an impact with users/learners  Content that fits the use case the courage to 10 TELUS Public
    11. 11. How to Link Current and Future Learning Opportunities for Mobile Delivery Course A • ——— ——— • ——— ——— • ——— ——— • ——— the courage to 11 TELUS Public Course B • ——— ——— • ——— • ——— ——— • ——— ——— Course C • ——— ——— • ——— • ——— ——— • ——— ———
    12. 12. Examples of Current Mobile Learning Initiatives at TELUS Developed in Partnership with Klick Learning Solutions  Mobile Survey Platform  Technician  Mobile Support Application Learning Platform the courage to 12 TELUS Public
    13. 13. Mobile Survey Platform   the courage to 13 TELUS Public Goal: Develop a means of delivering surveys via mobile devices to increase response rates, beginning with the TELUS new hire survey Solution: Klick Learning Solutions has built a Mobile Survey Platform which has removed access barriers and allowed for any-time completion across a variety of mobile devices (iPhone, Android, Blackberry, etc.)
    14. 14. Technician Support Application   the courage to 14 TELUS Public Goal: Provide the more than 1,500 TELUS technicians with an additional set of tools to improve service time and customer satisfaction. Solution: Through the use of mobile technologies, Klick Learning Solutions is putting essential training content in the hands of TELUS technicians, allowing them instant access to resources and support materials.
    15. 15. Mobile Learning Platform   the courage to 15 TELUS Public Goal: Develop a mobile learning platform to enhance the way we train our in store team members and increase our content delivery time. Solution: Klick Learning Solutions is working with TELUS to develop a mobile application for Android and iPhone platforms that will instantly deliver product courseware in a quick and innovative manner.
    16. 16. Considerations for Developing Your Own Mobile Learning Strategy Technology Learning Text linked to LMS – possibly use Buzz., Used to send links and progress reports New build Videos linked to LMS – used to introduce a learning nugget, provide quick tips & tricks, etc Existing and new build Surveys linked to existing Learning Management System (LMS). Used for assessment purposes. Possibly existing but would need new build or redevelop existing assessments Audio broadcast. Used to provide new content, interview people, hear how a message sounds (ex. How to respond to a client complaint using our call response structure) the courage to 16 TELUS Public New build Technology Stories, Scenarios used for simulations, case studies, additional reading Learning Current class content or New build Geo tagging used for locationpush-based learning nuggets New build Time-Based learning nuggets New build from existing material Scanner based learning nuggets (QR Codes, Bar Codes) New build from existing material Badging for incentive and achievement purposes New build
    17. 17. Considerations When Linking Mobile Strategy to Corporate Goals  Research  Requirements  Governance  Technology  Data  Security  Device  User experience  Compliance the courage to 17 TELUS Public
    18. 18. Strategy Challenges  Lack of money  Security concerns  Technology issues  Adaptability the courage to 18 TELUS Public
    19. 19. The Future of Mobile •First personal mass media •Permanently carried medium •Always-on mass medium •Built-in payment mechanism •Available at the point of creative inspiration •Accurate audience measurement •Captures the social context of media consumption the courage to 19 TELUS Public
    20. 20. The Evolution of Mobile Learning  Everything is a computer  Everything is networked  Location based learning  Augmented reality  Tin Can API  Artificial intelligence comes of age the courage to 20 TELUS Public
    21. 21. Activity the courage to 21 TELUS Public
    22. 22. Key Questions to Consider 1. What are some of the challenges and considerations that need to be considered when selling mobile learning? 2. How does mobile learning fit into our existing curriculum? 3. What infrastructure, decisions, need to be examined for mobile learning requirements? 4. How can we address adoption challenges? 5. At what speed are we ready to launch a mobile learning initiative? 6. What kinds of financial impact will it have on our organization? 7. How can we capitalize on mobile learning to leverage the learning we already have invested in our organization? the courage to 22 TELUS Public
    23. 23. Thank You!  Robin Yap 416.906.0546  Phil Speed 416.389.7486 the courage to 23 TELUS Public
    24. 24. the courage to