e-LEARNING Joel Mangilit
SOURCE E-Learning by Marc J. Rosenberg - Strategies for Delivering Knowledge in the Workplace.
BUSINESS NEEDS Rapidly Changing Information • Businesses need to get information to a large number of employees in a timely manner. Cost of Skilled Workforce • Reduce the cost of creating a workforce that works faster and better than the competition.
QUOTES “The next big killer application for the Internet is going to be education.” - John Chambers, CEO of Cisco “The illiterate of the 21st century will not be those who cannot read and write, but those who cannot learn, unlearn, and relearn.” - Alvin Toffler
QUOTES “The only thing that gives an organization a competitive edge…is what it knows, how it uses what it knows, and how fast it can know something new.” - Laurence Prusak, IBM “I don’t understand the technology. But you don’t have to. You have to understand what it can do for you.” - Rupert Murdoch
BENEFITS Lowers Costs • Travel expenses, reduced training time, classroom/instructor infrastructure. Enhances Business Responsiveness • Reach unlimited number of people virtually simultaneously. Messages are Consistent or Customized • Same content, same presentation for everyone.
BENEFITS More Timely and Dependable Content • Web based allows instant updates. Information is more accurate. 24/7 Learning • Access to learning anytime, anywhere. • Global learning.
COMPONENTS Online Training • Instructional Knowledge Management • Information Online Training Knowledge Management Classroom Learning + +
KNOWLEDGE MANAGEMENT What it Is • Supports the creation, archiving, and sharing of… • information, insights, and expertise… • within communities of people and organizations… • with similar interests and needs. What it Is Not • Collecting every piece of information available and putting it on the Web.
THE PYRAMID Document Management (Base) • Documents stored online. • Access and retrieval of online documents. Creating, Sharing, and Managing Information (Middle) • People contribute information to the system. • Capturing and distributing expert stories. • Collaboration and communication. • Real time information management.
THE PYRAMID Enterprise Intelligence (Top) • Actual operation of the business depends on the expertise embedded in the system. • Organizational “know-how”. • Performance Support
PERFORMANCE SUPPORT “Tools that Enable People to be More Productive with Less Effort.” External Support • Documentation • Help Desks • Users stop their work in order to get the support needed. Extrinsic Support • Wizards • Cue cards • Templates • Users need not necessarily stop work, but require users to decide how to use the support features.
PERFORMANCE SUPPORT Intrinsic Support • Ability of the system to anticipate and adapt to the needs of users. • Microsoft 2000 • Help resources and toolbars display depending on frequency of use. • Expert systems and artificial intelligence. • The promise of systems “learning” the needs of the users at any particular moment and providing it without the users even being aware it is happening.
TRAINING KNOWLEDGE MANAGEMENT PERFORMANCE SUPPORT Instructs Informs Guides performance directly Interruption in work Less work interruption than training Least interruption from work Dictates how users will learn Users determines how they will learn Task at hand will define what the tool will do Transfers skill and knowledge to users Resource to users Assists in performance Example: Teaching selling skills Access of customer information in preparation for a sales call Tools that help create a sales proposal Example: Training technicians to fix a computer system Accessing an interactive database (knowledge database) Use of a diagnostic tool to identify the failed component of a computer
LEARNING ARCHITECTURE Case Study – AT&T Global Services Define Competencies Identify Competencies = Sales Learning Plan for each Competency Performance Support Element Aggregate Assessment Scores Results linked to specific Learning Plans Competency Assessment Database
LEARNING ARCHITECTURE Define Competencies (Sales Executives) • 56 competencies were identified but no one was sure which contributed to the success of the business. • Examples: Project management, selling skills. • All sales exec. were tested across the competencies and scores were compared with sales performance. Identify Competencies • Only 6 were statistically correlated with performance. • Rest of competencies were de-emphasized. Learning Plan for Each Competency
LEARNING ARCHITECTURE Performance Support Element • Web based competency tool. • Allowed individuals to easily and quickly participate in the assessment. • Assessment – Knowledge testing, self-assessment, and manager assessment. • Allowed management to get hard information on compliance and workforce competence. Assessment Scores were Aggregated • Sales centers were ranked from most to least competent. • Ranking were shared with sales center leaders.
LEARNING ARCHITECTURE Individual Assessments were Electronically Linked to Specific Learning Plans • Learning plans were online training and some independent study and a few classroom components. Competency Assessment Database • Aggregate scores and analyze whether employees improved from year to year.
LEARNING ARCHITECTURE AT&T Global Services Created and Deployed a Learning Architecture • Online training + knowledge management + performance support + classroom training + comprehensive competency assessment process. End Result • Lower costs. • Improved performance.
TECHNOLOGY REQUIREMENTS Access to the Web • Fast and reliable Internet access. • Dial up – Content must be text based. • Broadband – Content with more features (multimedia). Platform • Building upon the corporate platform. • Use of existing technology infrastructure.
ADVANTAGES Convenience - Learn at your own pace. - Accessible from a web browser. Digitally Recorded - Good online discussions are stored on hard disks. - Easier to track “participative” students. Powerful Teaching Tool - Professors can track each student’s performance. - Teaching is not limited to 3 hrs per week.
DISADVANTAGES Disorienting • Online discussion groups with a magnitude of topics can be confusing. • No instant gratification. You post a question now, the answer may come later (when the professor is online). Technical Problems • Servers are down. • Internet access speeds are too slow.