The document discusses the evolution of social learning from traditional methods to modern practices facilitated by technology, highlighting three case studies in customer service training, language learning, and compliance training. It outlines the challenges and requirements for each case, detailing various training approaches utilized to enhance employee performance and motivation. The document concludes with key benefits and tips for implementing effective social learning strategies in organizations.

1. Social learning: all talk and no action? Stephanie Dedhar [email_address] Jennifer Wrigley [email_address]

2. Social learning through the ages Social learning 100 years ago > Ask for help from friends, family or colleagues sat near you at work > Attend lectures and classes > Share opinions and tips by sending letters to newspapers and journals Social learning in the modern day > Post a question on a forum and have it answered by someone 12,000 miles away > Attend virtual classrooms and listen to webinars online > Share opinions and tips by contributing to wikis and posting on blogs and forums

3. Technology issues Legal issues and monitoring Manager and user resistance Three key challenges

4. Case study 1: Handling customer complaints The situation > Large multinational telecoms company > Customer service is key differentiator > 1,500 employees need to be trained in handling customer complaints The requirements > Motivate staff to deal with complaints efficiently > Develop soft skills to handle customers sensitively > Provide knowledge of processes and procedures that must be followed Group surgeries One to one support Coaching to maintain motivation and skills Ongoing support Online Paper based job aids Interactive self study – scenario based with proof of learning Performance support and reference Processes / procedures Classroom Individual practice using role play exercises Soft skills DVDs in classroom Classroom Videos demonstrating losing a customer Facilitated group discussion about importance of effective call handling Motivation Email / paper / anecdotes Share examples of good and bad customer service Preparation Media Methods Elements

5. Case study 1: Handling customer complaints The situation > Large multinational telecoms company > Customer service is key differentiator > 1,500 employees need to be trained in handling customer complaints The requirements > Motivate staff to deal with complaints efficiently > Develop soft skills to handle customers sensitively > Provide knowledge of processes and procedures that must be followed Online help centre Help centre including live chat support, drop in surgeries, forums, wiki, virtual classrooms and resources Ongoing support Virtual classroom Week 4: Feedback and discussion of role plays along with reinforcement of the procedures that need to be followed Processes / procedures Telephone Week 1: Scheduled role plays with immediate feedback Week 2-3: Unscheduled ‘mystery shopper’ style role plays Soft skills Virtual classroom Explain the training plan Show and discuss audio or video examples of customer complaints calls Motivation Forum Share examples of good and bad service as customers Share experiences of difficult situations with customers Preparation Media Methods Elements

7. Case study 2: Language learning The situation > Manufacturer of defence equipment has agreed partnership with French firm > Wants to encourage a friendly and close relationship Requirements and constraints > Three month French language skills campaign > 100 engineers with school French to achieve basic level of written and spoken ability > Some training time available each week but no intensive face to face courses are feasible CD ROM Classroom Email Face to face / email / telephone Interactive self study with video and audio Weekly 90 minute sessions with group instruction and practical conversation Individual written assignments for tutor assessment Individual and group assignments Delivery Face to face One to one pre-assessment Preparation Media Methods Elements

8. Case study 2: Language learning The situation > Manufacturer of defence equipment has agreed partnership with French firm > Wants to encourage a friendly and close relationship Requirements and constraints > Three month French language skills campaign > 100 engineers with school French to achieve basic level of written and spoken ability > Some training time available each week but no intensive face to face courses are feasible Forum / wiki BuddyBook Use online resources to maintain and improve level of French Continue to develop buddy relationship Ongoing support Virtual classroom VoIP / email BuddyBook Forum Weeks 3-8: Formal weekly grammar and vocab lessons Weeks 3-8: Weekly buddy chats followed by written summaries for assessment Weeks 3-8: Daily updates of BuddyBook status in French Weeks 9-12: Share grammar and vocab questions and guidance Delivery Online games Week 1-2: Reading and writing practise through games and competition Motivation BuddyBook Week 1-2: Tasks to find out about French buddy and create a profile Preparation Media Methods Elements

10. Case study 3: Compliance training The situation The constraints > Utilities company needs to prove ongoing health and safety compliance of workforce > Externally regulated – non compliance risks reputational damage and fines > Large mobile workforce which rarely visits offices > Classroom training is not practical given geographic spread of workforce Telephone Web based results database Individual assessment Testing for compliance Face to face sessions Management briefings for high level information and to check understanding Motivation Audio CD Workbooks Audio scenarios Self study materials to be reviewed by managers Processes / procedures Media Methods Elements

11. Case study 3: Compliance training The situation The constraints > Utilities company needs to prove ongoing health and safety compliance of workforce > Externally regulated – non compliance risks reputational damage and fines > Large mobile workforce which rarely visits offices > Classroom training is not practical given geographic spread of workforce BlackBerry / Saffron Assure™ Short, regular individual assessments Testing for compliance Viral emails / microsite Video demonstrations of consequences of not following health and safety procedures Motivation e-Learning Webquest Online practise of health and safety procedures Self study to find out about more information Processes / procedures Media Methods Elements

14. Key benefits of social learning Cost savings Practicality Motivation

15. Top tips for social learning Start small – use what you’ve got Communicate the business benefits Use it as part of a blend

16. Thank you! Stephanie Dedhar [email_address] Jennifer Wrigley [email_address] Come and visit us at Stand 18 You can find this presentation on our website: www.saffroninteractive.com