Carl Hodler, Content Strategist at LearnerLab presented this slide-deck at Learning Technologies Conference 2014 (London Olympia). The talk explored what corporate learning communities can learn from consumer social networks to motivate engagement.
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What can we learn from consumer social networks to improve engagement with learning communities?
1. What can we learn from consumer social networks
to improve engagement with learning communities?
Carl Hodler – Content Strategist
Learning Technologies 2014 London Olympia
2. What we can learn from the consumer space?
Photo: Harry Thomas Photography
3. 80 Percent of Social Business Efforts Will Not
Achieve Intended Benefits Through 2015
Gartner 2013
4. Social media went mainstream in 2011
Photo: http://www.italktelly.com
5. Social networks have driven up daily internet use
73% of UK population access web every day
Almost half of UK adults use social networks
Data: ONS
Flurry
6. 94 percent increase in the amount of daily shared content in 2013.
(Source: Facebook)
niallkennedy
7. Social activity on mobile has tripled in 2013
Data: Flurry
Photo: TaylorHerring
9. 65% of users of social network use the platforms to
learn about a brand products or service every month
Data: The Social Media Report
Photo: RedBull Facebook
10. Over 111 Million ‘how to’ videos on YouTube GB
Data: YouTube
Photo: YoutTube
11. What are audiences benchmarking?
•
•
•
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Purpose
Relevance
User experience
Emotional
engagement
• Multi channel
• Communication
Photo: Troublemakers inc
12. Netflix spent 18 months developing their new interface through design
iteration and testing
Photo: NetFlix
13. A big budget doesn’t guarantee a great user experience
14. Is it possible to apply good practice from consumer digital space to
online learning communities at work?
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Take your communications to your users
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Inspiration from future trends
22. 1. Understand your audience
2. Communicate a simple purpose
3. Innovate around familiar conventions
4. Test/listen continuously – act on results
5. Connect with your audience wherever they are
6. Spot engagement trends
7. Use emerging trends for inspiration
25. For help with engaging your
learning audiences …
carl@learnerlab.com
www.learnerlab.com
Editor's Notes
Independent consultancy Developing engagement strategies
Help learning orgs better connect with audiences.
Content strategist specialising in UX and game design 7 yrs BBC, Playstation Channel 4 designing content Consumer audiences
The impact > consumer digital space > learning audience > harder to ignore
We set up LearnerLab to bridge this gap
10 minutes > How we’ve got to the point over 100m How to videos made by consumers
what we can learn from Netflix build more user focussed learning content.
Last year Gartner report
HALF of large organizations will have internal ‘Facebook-like’ social networks by 2015
Only 30% will be considered essential
Same report states
80% of social business efforts will fail to meet targets
This is out of alignment with the success that social networking is having in our personal lives.
Most of us would agree social networking has been mainstream for sometime.
Even back in 2011 every TV show promoted a hashtag.
Social media had felt like the ultimate second screen experience.
But what is interesting
Social network usage is still growing
And it’s growing fast.
73% of uk adults internet every day
Reason behind this is
50% of UK adults are using social networks
WHAT ARE THEY DOING?
Social networks / Facebook in particular
Seem to be getting people to return regularly
Also efficient at turning people into active users
That is a user not only visits regularly but also interacts with content
Reason seen Growth activity
72% UK adults own smartphones (deloites)
Social activity tripled on mobile last year
People love social media on mobiles because
Looking for short but fulfilling activities on mobiles
Get some emotional engagement in the time it takes to order a cappuccino
We know this from the kind of games we play on mobiles.
It turns out that Social media delivers this perfectly
Brands have realised of social media in marketing for some time on all platforms
Thanks to investment in delivering product and service knowledge via SNS
Audiences > using SNS to discover and share knowledge
But consumer audiences are creating content too
A phenomenal amount of ‘How to’ on YouTube.
Every kind of content
People want to create, consume & share knowledge >consumer space
Crafting online identities > sharing information.
User generated, crowd sourced learning on YouTube is attracting big audiences.
So why So many Social Business Efforts > fail > incredible level of engagement > consumer space?
The success of social media creates the demand for social media at work
But it also creates the user expectation
This could be the problem that could cause 80% of social business efforts to fail
Our audiences > naturally benchmarking corporate tools against > consumer services
Use Facebook, You Tube and Wikipedia > love their simplicity, usability and cross platform consistency.
Get turned off > don’t get the platinum service on business systems> grown accustomed too.
Not interested decade of investment and refinement.
And who can blame them.
But are big budgets the secret to success?
Well, big budgets certainly help.
Spend 18 months designing, developing and refining netflix latest update > wouldn’t be cheap
Made that investment > evidence on the return on investment
Which was proven last week announced - added 4m new users in Q4
People who tried the demo – loved the system and started paying
But money isn’t the magic bullet
Often see big IT projects go wrong.
Engagement issues arise > designed around technical processes > rather than user needs.
Users unclear where to begin
Too much copy to read
Not enough detail when it was required
Very strict username and password
Unhelpful messaging when problems arise
healthcare.gov was plagued by these engagement issues
Could have been designed out if they were more like Netflix
So what did Netflix do that healthcare.gov didn’t
How do the consumer social networks sustain growth and engagement?
How can we use similar engagement strategies to ensure our social business efforts wont fail 2015
Here are 6 strategies to use to help motivate engagement with communities
Easy to experience disconnect with an audience > making assumptions our own experiences
healthcare.org demonstrated what can go wrong
Netflix invest in getting a deep understanding of their audiences Via surveys, focus groups and listening to conversations online
Create successful social networks for learning > deeper understanding of our audiences
DISCOVER
Why and how people like to learn for work – motivations and preferences
What current challenges they face
What do they think is important
What conversations they are they already having
How do they behave online at work and in their personal lives
What channels, devices and social media use
Use to create your business case, better solutions
Communicating clear purpose is crucial to creating a shared understanding of what the community is trying to achieve
It’s natural for audiences to think
What’s in it for me
What’s in it for my colleagues
What does the organisation get out of it.
Facebook takes every opportunity to communicate purpose > interface.
The phrase What’s on your mind is perfectly > mission statement
But you could use illustrations, photographs, video or copy to reinforce your primary message.
Should be at the forefront of your content and communications strategy.
Leave your audience in no doubt What the point of your service is
Don’t force your audience to think where it’s not necessary
Use familiar conventions where possible
Make your audience feel confident > using your platform
Innovate around these conventions
Tessello had a couple of unique features
We spent most of our time getting these right
Audience felt confident
New features didn’t cause friction
So how do you spot engagement trends.
Look for similarities appearing in consumer networks
Well, it’s not often easy to spot them early, but when Twitter and Facebook both start using bigger images in their news feeds then it’s a pretty safe bet that they have been proven to engage users
It’s probably something that your learning community
Definitely a low cost way of increasing engagement.
I always liked this, because it’s true
Really should be testing all the time with real users
Netflix used A/B testing - found out bigger images engaged users
Deployed test content to real users to test features
They also analysed data to see what was working and what wasn’t
That didn’t just apply to the interface, but the content too
Testing and evaluation will show you where you are succeeding
And help you improve your experience
Twitter don’t expect their audience to use the service every day without prompting
And neither should you.
system notifications
email notifications
engaging email messages with strong calls to action to keep audiences engaged
What’s trending, What’s happening in your network, What are others saying, youll be interested in this person too
Make sure you using all your communications channels effectively to keep audiences returning and engaged
New technology can inspire new thinking
Mindmeld uses news and social history to help you have better conversations.
Imagine watching a video on tessello
The tin can API giving me suggestions on relevant content I’ve viewed in the past
Giving me snippets of copy so I can share these with my colleagues.
So when you see a new technology or platform
Think how could that work for my learning community
We can’t stop people comparing learning experiences with those they use as consumers
But we can use the techniques that these services employ to better connect with our audiences.
I’ve only skimmed the surface of how we help organisations like Brightwave engage their audiences.
But I hope it’s given you a taste of how using consumer influenced engagement strategies
HELP You
You’re in the 20% of organisations who are getting the results from social business efforts in 2015