Performance support
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The document discusses strategies for performance support and on-the-job learning. It outlines analyzing existing data sources like service desk metrics and search logs to identify training needs. It also recommends leveraging existing resources like peer learning and microlearning. The key strategies presented are gathering the right data through analysis, using just-in-time technologies, and empowering employees with existing resources to support ongoing learning.
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Performance support
- 1. Survive a Training Apocalypse: What you need to know for Performance Support and on the Job Learning Darren Nerland – Technology Learning Manager In this session, you will learn: • Analysis & Gathering Data • Just in Time Tech • Using Existing Resources #astdtk13 @dnerland
- 3. Analysis & Gathering Data • Target the right things for OJT & PS – Service desk metrics – Department Alias’s – Focus groups – Sales metrics – Intranet search metrics
- 4. Workers spend 8.8 hours a week searching for information – IDC That’s 457 hours a year!
- 5. Just in Time Tech & Existing Resources
- 7. China India 2X
- 18. Other ideas • Peer to peer learning • Easy and inexpensive multi-media • Communities of practice • Crowd Source learning • Micro learning
- 21. Manage the Ongoing Dialogue
- 22. “Hell, there are no rules here -- we're trying to accomplish something.” ~ Thomas A. Edison
- 23. Social Media • Is the conversation changing? • Are similar topics popping up? • Where are the most interesting conversations? • Let the dialogue develop…
- 24. Thanks! • Find me on - Darren Nerland • @dnerland
Editor's Notes
- Thursday, November 1, 2012 10:30 AM - 11:30 AM Social media is becoming predominant in every industry. The reality is that social media is not going away; companies need to understand and utilize the technology in order to harness the energy and synergy they can get from it.In this session, participants will explore the problems organizations are encountering in business situations where some form of technology, such as voice mail, conference calls, and SKYPE, mediates much of the communication and learning, and where what had been face-to-face or spoken communication is now being conducted via e-mail, Twitter, Facebook, or text messages. You will examine these real-world problems and explore ways to utilize them in a very productive and efficient way.In this session, you will learn: The difference in communication preferences based on age groupsHow to leverage social media for learning and communicationsThe different social media technologies and how to use themHow to manage dialogues within social media for a better outcomeAudience: Novice-to-intermediate professionals who want to learn more about how to harness the power of social media. Participants should have a basic understanding of social media applications.
- It’s like playing soccer not on a big playing field, but more like indoor soccer. Game outside is about stamina, inside it is about speed & stamina
- Target the right things for OJTService desk metrics - Incident Management & Service Desk • Number of calls received • Number of calls missed • Number of rings before the phone is answered • Average duration of calls • Number of calls logged • Percentage number of incidents compared to incoming calls Focus groups - Sales metricsIntranet search metricsPeople learn to build the right network of associates and the right level of expertise through informal, sometimes even accidental, learning that flies beneath the corporate radar. Because organizations are oblivious to informal learning, they fail to invest in it. As a result, their execution is less than it might be.
- The content-is-king axiom has become something of a buzz term within social media. Nonetheless, it holds firm. Your blog posts, tweets, or status updates will not be read if they do not provide value beyond the banal.
- You may not care about all of these—but you have to be involved in some of them as a businessYou’ve got to be listening to these various mediumsIt’s a changing audience, so we have to change how we listenSo who is the audience, and what are their preferences?
- If facebook was a country it would be the worlds 3rd largest country, after china and india. And 2x the size of the US Population.Current Population ClockPopulation ClocksU.S. 314,667,896World 7,048,687,229Achieving balance requires a scale of measurement. The metrics of our scale are the organization’s core objectives:Reducing time-to-performanceKeeping the promises made to our customersImproving service and processesUnderstanding the organization’s mission and valuesInnovating in the face of changeOptimizing the human value chain [2]Knowing enough to work smarter, not harderReplenishing the organization’s intellectual capitalCreating value for all stakeholdersIn the past, corporate America relied on training and indoctrination to meet these objectives. This worked better in yesterday’s command-and-control hierarchies than in today’s laissez-faire organizations. Now it’s often more effective to take control by giving control, by letting “the invisible hand” self-organize worker learning. The organization establishes the goals and gives the workers flexibility in how to meet them.An organization named CapitalWorks [3] surveyed hundreds of knowledge workers about how they really learned to do their jobs.Workers reported that informal learning was three times more important in becoming proficient on the job than company-provided training.Workers learn as much during breaks and lunch as during on- and off-site meetings.Most workers report that they often need to work around formal procedures and processes to get their jobs done.Most workers developed many of their skills by modeling the behavior of co-workers.Approximately 70% of respondents want more interactions with co-workers when their work changes.
- Used in Orientation
- One Nielson study shows 64% of mobile phone time is spent on apps. Individuals are more likely to share information with their knowledge sharing community if they have an app to do it on. Your employees need the ability to share on-the-go.
- A great way to ensure employees are fully utilizing the collaboration tool is to make sure it is available on their mobile devices. It shouldn’t be restricted to just their computer, they need the ability to share information or ask questions anywhere, anytime.These three ‘buzzwords’ boil down to enabling a workforce to share knowledge, collaborate, and seek information while on-the-go.
- What’s the best way to invest in informal learning?Informal learning has always played a larger role than most people imagined, but it’s becoming increasingly important as workers take responsibility for their own destinies. Formal learning consists of instruction and events imposed by others. When a worker chooses his path to learning independent of others, by definition, that’s informal.Several years ago the late Peter Henschel, then director of the Institute for Research on Learning, raised the important question on this. If three-quarters of learning in corporations is informal, can we afford to leave it to chance? [13]If you agree that the answer to Peter’s question is no, here are three suggestions for organizations seeking to boost results by focusing on informal learning:1. Streamline the informal learning process2. Help workers learn to improve how they learn3. Create a supportive learning cultureStreamline the informal learning process· Supplement self-directed learning with mentors and experts· Make them available online 24x7· Treat learners as customers· Provide time for learning on the job· Create useful, peer-ranked FAQs and knowledgebases· Provide places for workers to congregate and learn· Build networks, blogs, wikis, and knowledgebases to facilitate discovery· Keep the knowledgebases current· Use smart tech to make it easier to collaborate and networkHelp workers learn how to improve their learning skills· Explicitly teach workers how to learn· Support opportunities for meta-learning [14]· Inventory ways others have learned subjects· Enlist learning coaches to encourage reflection· Calculate life-time value of a learning “customer”· Explain the know-who, know-how frameworkCreate a supportive organizational culture· Conduct a Learning Culture Audit [15]· Add learning and teaching goals to job descriptions· Monitor goal/performance – maybe via mentor system· Consider all-in cost of turnover and of not growing your own· Support innovation (which requires making failure “okay”)· Encourage learning relationships· Support participation in professional Communities of Practice
- Social media enables people to become more informed, gain a wider perspective and make better decisions by engaging with others.Technology allows us to stay connected to everyone we knowWe are able to manage a greater number of friends and interactions with othersTechnology, such as texting, allows people to explore more topicsAnother way developments in technology have shaped interpersonal communication is expanding upon the social penetration theory, and allowing people to explore the onion model in new ways. face-to-face communication is nice, as we can see emotions and we trust, maybe more so than online, that the discussions are genuine and sincere. Technology, such as texting, allows people in a relationship to explore more topics, and once communicating face-to-face, they’re able to bring up the same topics and discuss in further detail and drill down to more core values of the topic.There is a problem that may be caused by the use of texting and Facebook chat, and that is the speed of which questions are asked and topics are changed. Being able to fire off question after question is great for trying to learn a lot of different things about a person, but there may never be deep conversations about most of the topics because there are limitations to technology, such as an SMS message only allowing 160 characters. Problems occurring when using various methods of technology to communicate with the same person is the ways one uses a particular method over the other. Face-to-face communication may be the only time serious topics are discussed, or when trying to fix relational problems. Because of advancements in communication technology, humans communicating through electronic devices has become one of the main ways that people speak to each other. The expansion of social networking sites makes it possible for people all over the world to connect at the touch of a button. Text messages and instant messaging allow friends to communicate within seconds and the invention of video calling through programs such as Skype allow people thousands of miles away to communicate easily.
- It only takes 20 people to bring an online community to a significant level of activity and connectivity. (Ning via TheNextWeb)