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This presentation contains copyrighted
  materials. The materials contained
  within may not be used or copied
 without the expressed permission of
 Ontuitive, Bob Mosher, and Conrad
             Gottfredson.




       © Ontuitive 2012
Informal Learning –
Are We Missing a HUGE Opportunity?
                                             Bob Mosher
                        Chief Learning & Strategy Evangelist
                                               Ontuitive, US




     © Ontuitive 2012
 How has the learning landscape
     changed over the past few years?
         Learners??
         Technology??
         Needs??
         Have our Learning
          Offerings kept up?

3
               © Ontuitive 2012
"You can't teach people
    everything they need to
    know…
    The best you can do is
    position them where they
    can find what they need
    to know when they need
    to know it."

4              © Copyright 2012
                 Ontuitive LearningGuide Solutions 2011
 Have a dialogue NOT a monologue
     Introduce to you the fundamental principles and
      practices of “Informal Learning”.
     Help you begin the journey of applying them.
     To inspire you to go back to your organizations and
      help establish a holistic learning ecosystem which
      fosters dynamic learning.



5
                 © Ontuitive 2012
 What do you think I mean
 by an “Holistic Learning
 Ecosystem?”



      © Ontuitive 2012
   Allison Rossett
     “I don’t call it informal learning.
      I call it Performance Support…”
      “…Try and get a CFO to PAY for informal
      learning!”                         Formal

                                     Informal

                                     Performance
                                     Support

7   © Ontuitive 2012
Blended Learning?                        Acquisition of
     1. When Learning for the First Time      Knowledge
     2. When Wanting to Learn More         Formal Instruction

     3. When Trying to Remember             Application &
                                            Maintenance
        and/or Apply                        of Knowledge
     4. When Things Change                  Performance
     5. When Something Goes Wrong             Support




8
                  © Ontuitive 2012
 “What tools do you, or your
  organization, currently use
  for Performance
  Support?”


      © Ontuitive 2012
• Job Aids                    •   Pod Casts
 • CoP’s                       •   Coaching
   • Wiki, Blog, Forums        •   E-Reference
 • Learning Portal             •   Webinars
 • Reference Materials         •   Recorded Webinars
 • FAQ’s                       •   Instant Messenger
 • Help Desk
 • SIMS
10
            © Ontuitive 2012
Components:
                       Training Objectives

                    Conceptual Practice
                                                 Training
                 Deeper Detail                    (First 2
                                                Moments of
               Steps                               Need)
                                                  TEACH
                       Moment of Need

               Steps (Sidekicks)                PS Brokering

 Performance     Deeper Details (Sidekicks/Planners)
   Support
    (Last 3         Practice/Demos (Planners)
 Moments of
     Need)
                       Other Resources – E-Learning!
11 DO
                             © Ontuitive 2012
Process
                                                                           Identified
                                                     Steps
                                                     (quick/
                                                                           through Rapid
                                                    detailed)              Task AnalysisTM
                                                  Concepts

These Learning                             Reference Resources
assets need to be                          (Documents, Policies, Job
                                           Aids, FAQs, Tools, Data, Ca
identified & brokered                            tegory Search.)
appropriately based                         Learning Resources
                                          (Simulations, Learning
on the task they are                  Bursts, eLearning Topics, Quick
                                                 Checks)
supporting
                                             Human Resources
                                   (Wikis, Blogs, Chat, Social Networks)




                        © Ontuitive 2012
3 Business Needs:
       •   IT Migration – MS Office 2007/Windows 7
           •     Low usage/return on traditional e-learning
           •     Access as a barrier, perceived or real
           •     How-to calls and help desk staffing
       •   New Product Launch
           •     Critical to the success of the business
           •     Numerous launches and mindshare/retention concerns
       •   Competency Modeling
           •     Five years since the last change
           •     Only used during performance review process
           •     Content was difficult to access and leverage
           •     Perceived as HR initiative and not owned by the lines of business

13         © Ontuitive 2012
14   © Ontuitive 2012
User Guide and Course Material   E-Learning for review or new hires




15     © Ontuitive 2012
Mobile Support Tool   Electronic Performance Support Tool




16      © Ontuitive 2012
    Business Results:
     •   IT Migration – MS Office 2007/Windows 7
         •     In a year-over-year study, PS transactions outnumbered those of LMS-based
               courses by a ratio of 80:1, & the per-transaction cost dropped by 99%.
     •   New Product Launches and Support
         •     In 12 months, PS transactions outnumbered those of LMS based courses by a
               ratio of 5:1.
         •     Face to face sales training was also reduced and done virtually
     •   Competency Modeling
         •     Introduced six months prior to performance review, with utilization outpacing
               the IT and New Product solutions combined
         •     The solution is being used regularly by work team leaders in conversations
17             with team members and HR consultants
         © Ontuitive 2012
Aligned      to deliver ROI and specific business benefit


     Embedded       in the workflow and readily available at the moment of apply.

     Contextually
                    according to specific roles and varying access needs
      Delivered

     Just Enough    in the form needed to effectively perform inside the business process

                    with formal learning to compliment and extend current learning
      Integrated
                    investments

     Trustworthy    and current in every place.


18
                    © Ontuitive 2012
“A ship in a harbor is safe,
     but that’s not what ships
     are built for…”


19
            © Ontuitive 2012
Thank you for participating!!
                         b.mosher@ontuitive.com

      Join the PS blog and contribute a comment
      Whitepaper on the business value of PS
      Help with a project!
      Let’s Tweet!!
      Bmosh

20   © Ontuitive 2012

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ASTD NYC Informal Learning Session

  • 1. This presentation contains copyrighted materials. The materials contained within may not be used or copied without the expressed permission of Ontuitive, Bob Mosher, and Conrad Gottfredson. © Ontuitive 2012
  • 2. Informal Learning – Are We Missing a HUGE Opportunity? Bob Mosher Chief Learning & Strategy Evangelist Ontuitive, US © Ontuitive 2012
  • 3.  How has the learning landscape changed over the past few years?  Learners??  Technology??  Needs??  Have our Learning Offerings kept up? 3 © Ontuitive 2012
  • 4. "You can't teach people everything they need to know… The best you can do is position them where they can find what they need to know when they need to know it." 4 © Copyright 2012 Ontuitive LearningGuide Solutions 2011
  • 5.  Have a dialogue NOT a monologue  Introduce to you the fundamental principles and practices of “Informal Learning”.  Help you begin the journey of applying them.  To inspire you to go back to your organizations and help establish a holistic learning ecosystem which fosters dynamic learning. 5 © Ontuitive 2012
  • 6.  What do you think I mean by an “Holistic Learning Ecosystem?” © Ontuitive 2012
  • 7. Allison Rossett  “I don’t call it informal learning. I call it Performance Support…” “…Try and get a CFO to PAY for informal learning!” Formal Informal Performance Support 7 © Ontuitive 2012
  • 8. Blended Learning? Acquisition of 1. When Learning for the First Time Knowledge 2. When Wanting to Learn More Formal Instruction 3. When Trying to Remember Application & Maintenance and/or Apply of Knowledge 4. When Things Change Performance 5. When Something Goes Wrong Support 8 © Ontuitive 2012
  • 9.  “What tools do you, or your organization, currently use for Performance Support?” © Ontuitive 2012
  • 10. • Job Aids • Pod Casts • CoP’s • Coaching • Wiki, Blog, Forums • E-Reference • Learning Portal • Webinars • Reference Materials • Recorded Webinars • FAQ’s • Instant Messenger • Help Desk • SIMS 10 © Ontuitive 2012
  • 11. Components: Training Objectives Conceptual Practice Training Deeper Detail (First 2 Moments of Steps Need) TEACH Moment of Need Steps (Sidekicks) PS Brokering Performance Deeper Details (Sidekicks/Planners) Support (Last 3 Practice/Demos (Planners) Moments of Need) Other Resources – E-Learning! 11 DO © Ontuitive 2012
  • 12. Process Identified Steps (quick/ through Rapid detailed) Task AnalysisTM Concepts These Learning Reference Resources assets need to be (Documents, Policies, Job Aids, FAQs, Tools, Data, Ca identified & brokered tegory Search.) appropriately based Learning Resources (Simulations, Learning on the task they are Bursts, eLearning Topics, Quick Checks) supporting Human Resources (Wikis, Blogs, Chat, Social Networks) © Ontuitive 2012
  • 13. 3 Business Needs: • IT Migration – MS Office 2007/Windows 7 • Low usage/return on traditional e-learning • Access as a barrier, perceived or real • How-to calls and help desk staffing • New Product Launch • Critical to the success of the business • Numerous launches and mindshare/retention concerns • Competency Modeling • Five years since the last change • Only used during performance review process • Content was difficult to access and leverage • Perceived as HR initiative and not owned by the lines of business 13 © Ontuitive 2012
  • 14. 14 © Ontuitive 2012
  • 15. User Guide and Course Material E-Learning for review or new hires 15 © Ontuitive 2012
  • 16. Mobile Support Tool Electronic Performance Support Tool 16 © Ontuitive 2012
  • 17. Business Results: • IT Migration – MS Office 2007/Windows 7 • In a year-over-year study, PS transactions outnumbered those of LMS-based courses by a ratio of 80:1, & the per-transaction cost dropped by 99%. • New Product Launches and Support • In 12 months, PS transactions outnumbered those of LMS based courses by a ratio of 5:1. • Face to face sales training was also reduced and done virtually • Competency Modeling • Introduced six months prior to performance review, with utilization outpacing the IT and New Product solutions combined • The solution is being used regularly by work team leaders in conversations 17 with team members and HR consultants © Ontuitive 2012
  • 18. Aligned to deliver ROI and specific business benefit Embedded in the workflow and readily available at the moment of apply. Contextually according to specific roles and varying access needs Delivered Just Enough in the form needed to effectively perform inside the business process with formal learning to compliment and extend current learning Integrated investments Trustworthy and current in every place. 18 © Ontuitive 2012
  • 19. “A ship in a harbor is safe, but that’s not what ships are built for…” 19 © Ontuitive 2012
  • 20. Thank you for participating!! b.mosher@ontuitive.com  Join the PS blog and contribute a comment  Whitepaper on the business value of PS  Help with a project!  Let’s Tweet!!  Bmosh 20 © Ontuitive 2012

Editor's Notes

  1. Slide 2: Performance Support for SFDC CRM: Healthcare Insurance Payer – Results6 months after the rollout of LearningGuide’s PS solution, CIGNA performed some internal measurement to quantify the value of the solution. The results included:84% of enterprise sales force uses the solution DAILY6% increase in DAILY work productive (i.e. – finding correct information, waiting for answers, etc.)2.4 hours saved per week 454K saved based on an audience of 104 respondents of 3,000 usersSE Regional Presale Manager, called it a “quantum leap” for CIGNA in terms of how process information is organized and easy to use. “LearningGuide will be a great help for new hires learning the presale process.”