What if employees were free to make a choice to consume or reject the Learning developed by L&D i.e be consumers? Mandatory learning including compliance courses has been the engine that has driven the adoption of eLearning as it provides trackable, cost effective and a scalable solution to ensure that employees have acquired essential knowledge.
Mandatory learning however rarely addresses the higher level skills and mindsets required by organisations to stay ahead of the competition today such as innovation, resilience, customer centricity etc. Social, informal and workplace learning falls in the discretionary category and have a poor track record in most organisations. Earlier this year we released the “LearningCafe Digital Manifesto for L&D,” which is the result of thinking at LearningCafe about how L&D should adapt to provide value in a fast changing and digitally disrupted world. One of the principles of this manifesto is “Thinking of Learners as Consumers”.
An experienced online panel discusses the opportunities and challenges of thinking of Learner as Consumers.
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Thinking of Learners as Consumers – Can L&D deliver more than just Compliance - LearningCafe Webinar
1. Thurs, July 21st, 2016 12-1 PM, Sydney
Ways to participate:
• Q&A Box - comment, whinge & opinions
• Twitter Backchannel - @lrncafe #LearnersAsConsumers
Knowledge
Sharing
Better Practices
Experienced
Panel
Can L&D deliver more than just
Compliance?
2. Introductions
ANZ
ARCA
Bank australia
Cancer Council Queensland
Capgemini
CBA
David Jones
DeakinPrime
DEDJTR
EQC
EY
Ford-Werke GmbH
G&C Mutual Bank
GRC Solutions
headspace
IAG
IP Australia
Justine Jardine
Learning Seat
NATA
Optiver
Pearson Trueman & Associates
Penrith City Council
PeoplePlus
Play2Lead
Public Service Commission
Qatar Airways
Recoveriescorp
Rio Tinto
rogenSi
Roosevelt University
RWWA
SAI Global
Skilsoft
Sprout Labs
St John Ambulance
StarTrack
Tasmanian Health System
Telstra
Toyota
TP3
Transport for NSW
UnitingCare Health
University of Sydney
Upside Learning Solutions
Westpac
Wong Fong Academy
Registrations65+
Rob Wikins
Learning &
Knowledge
Management
Thought Leader
Brenda Smith
Learning and
Organizational
Development
Content Lead,
Telstra
Jeevan Joshi
Founder,
LearningCafe &
CapabiltyCafe
50+ Organisations
4. Melbourne UnConference – Aug 18, 2016
Limited to 100. Tickets available. Sydney was sold out
http://www.learningcafe.com.au/events 440 + GST
Tony Gleeson
CEO - AIRAH
Peter Hall
Head L&D
QBE - APAC
David Le Page
Comm Mgr -
Melbourne
Andrew Wright
Worldwide Intranet
Challenge
Digital Disruption
Opportunity & Threat for L&D
Tim Drinkall
Head L&D-SC
Simplot
Ashley Spowart
Guild Group
Joyce Seitzinger
Academic Tribe
Ian MacLean
headspace
Learning Labs
Immersion Labs
Open Sessions
& more
5. Upcoming Events
Register at learningcafe.com.au
Melbourne UnConference 18 Aug 2016
Making Learning
Accessible
1st September @12pm
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on
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More coming
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Robyn Chapman–
Chief Executive Officer at
Independent Living Centre
NSW
Jeevan Joshi-
Producer at LearningCafe
+ more
6. Uptake of discretionary
learning has had a poor track
record, not many start and
fewer complete it.
What are the causes?
Problem Statement #1
13. Your Questions
If we allow employees to
choose, how do we know
they've got the
knowledge? Everyone's
perception of their own
knowledge is diff.
How do you do a
qualititative analysis of
reasons for low
attendance/completion
rates on discretionary
learning courses?
How do you educate staff
re the fact that L&D
doesn't = compliance
training - its everyone's
responsibility (when they
complain)
What are the broad
market trends regarding
to creation of content?
Internal or agency? How
does this affect its
importance?
Can you please talk
about what has
worked/not worked in
using app-based training
for non-compliance
training?
Anton Cush Yvette Hews
Rekha Khurmi Nicola Pierre Caroline Bell
15. Global Learning
Content Lead
Learning Delivery
and Facilitation
Instructional
Design
Sales Capability
Coach / Retail
Management &
Leadership
Telecommunications
Healthcare /
Insurance
A little about me…
• Content Management
Strategy development
• Content Channel
Management
• Content Curation Strategies
L&OD Consulting
and Advisory
16. • What do I think we mean by Learner as Consumer?
• What do our learners really value?
• Where are the opportunities and value outside of building mandatory and
compliance based learning?
17. Consumer: A person who purchase goods and services for personal use
Learner: A person who is trying to gain knowledge or skill in something
by studying, practicing, or being taught
So… What do we mean by “Learner as Consumer”?
A person who invests in goods and services to gain knowledge or skills in
something by studying, practicing or being taught
Definitions
18. Organisations that are able to successfully craft brand messages and products,
directly addressing consumer requirements have a competitive advantage over
similar brands
• They understand their consumers
• They listen to consumer preferences
• They Improve communications strategies
Connecting with consumers
19. L&D is able to successfully craft key messages and create/curate learning
products, directly addressing learner requirements in turn impacting our learners
performance.
• Listening and understanding our staff
• Prioritising the learner not the course
• Simplifying the learner experience
• Assisting staff in their careers
• Facilitating collaboration
• Supporting performance in the workflow
Consumer as Learner
20. What do our learners value?
Ease of career appliction
Ease of access
Ease of consumability
Immediate relevence
Peer networking opportunity
Information retrieval speed
Employee created content
Enjoyable products
Diverse Channels
0% 5% 10% 15% 20% 25% 30% 35%
n = 9,701 Source: CEB 2016 L&D Digital Learner Survey
Methodology:
Regression analysis was used to determine the impact of a range of learning characteristics on
the percentage of learning applied on the job.
21. Opportunities
Values
Understanding what
employees value the
most?
Personas
Understanding the employee
demographics
LX Design
Principles for learner
experience designMarCom
Developing clear channels of
communication for employees to
learn about learning
Learning
Analytics
Understanding how learning and learning
content is used and the outcomes of
learning programs against business
strategies
Success /
Comms
Developing clear channels of
communication for L&D to
communicate success to our
stakeholders
22. Summary
• How much do you know about your learners? Is it enough?
• What do you know about what experiences they really value?
• What communication channels and plans can you put into place to help
learners learn more about learning?
• What learner experience design principles do you use?
• What strategies do you use to communicate the success and impact of
learning?
• How do you align the learning to the business strategy and what
insights can you draw on from learning data?
25. Hierarchy of Organisational Learning Needs
http://www.simplypsychology.org/maslow.html
Compliance
Technical Training etc.
Behaviour
Productivity
Innovation
Culture
37. So what does this mean for us?
There is a conditioning that
exists when using
technology and it is
consumption driven. All
learners have an existing
conditioning on their device.
The more aligned you are to
content delivery methods
that exist, the more
enhanced your offering
becomes…. Simply because
that is how they like it!
The content needs to be
relatable – this means to
their job or them personally.
The more artificial or text
book… the less relatable
In needs to trigger emotion –
that’s because all of the
interesting stuff online…..
Already Does!
It needs to be visual.
People need to make the
time for words. Video and
graphics provide for speed
of consumption.
38. Discretionary Learning or Learning I consume with
ease?
The need for effective
instructional design does
not disappear, in fact it
becomes more essential
Its just that the learner
wants to learn and
consume content like
they consume on an
everyday basis.
Video – Ted talk style – is
something that a lot of
learners want and desire.
Are our instructional
designers good script
writers and directors?
This is a fluid space but if
you understand what is
popular and how it is
consumed, it can help
you define a new
learning landscape.
40. Your Questions
If we allow employees to
choose, how do we know
they've got the
knowledge? Everyone's
perception of their own
knowledge is diff.
How do you do a
qualititative analysis of
reasons for low
attendance/completion
rates on discretionary
learning courses?
How do you educate staff
re the fact that L&D
doesn't = compliance
training - its everyone's
responsibility (when they
complain)
What are the broad
market trends regarding
to creation of content?
Internal or agency? How
does this affect its
importance?
Can you please talk
about what has
worked/not worked in
using app-based training
for non-compliance
training?
Anton Cush Yvette Hews
Rekha Khurmi Nicola Pierre Caroline Bell
42. Next Steps
Join Special
Interest
Community
Attend Workshops
Attend
UnConference
Melbourne
Brisbane
LearningCafe
LinkedIn Subgroup
Register interest
www.learningcafe.com.au
Register interest
www.learningcafe.com.au
Or send us an email - enquiry@learningcafe.com.au
Editor's Notes
Thanks for having me! Before I start, let me tell you a little about me.
I’ve worked across a number of industries, spending most of my time within the Telecommunications industry, Health Solutions (including Telehealth solutions) and Insurance industry. I’ve had roles that include coaching capability, leading teams, consulting and advising as well as instructional design and learning delivery.
I’ve been lucky enough to spend a lot of my time on one thing that I’m really passionate about an that is helping people to achieve the best that they can, and lucky enough to experience a number of roles that impact that!
Most recently, I’ve had a focus on understanding our learners experience and strategies that can help deliver the experience our learners expect. Along with this, working with content management and channel management strategy development. It’s a really exciting time for L&D as we move more in to operating in a more customer centric way!