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. Reduce the cost of creating a workforce that works faster and better than the competition.

Cost of Skilled Workforce



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 edgeis what it knows, how it uses what it knows, and how fast it can know something new.
- Laurence Prusak, IBM

I dont understand the technology. But you dont 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. Reach unlimited number of people virtually simultaneously. Same content, same presentation for everyone.

Enhances Business Responsiveness



Messages are Consistent or Customized



BENEFITS
More Timely and Dependable Content


Web based allows instant updates. Information is more accurate. Access to learning anytime, anywhere. Global learning.

24/7 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. Collecting every piece of information available and putting it on the Web.

What it Is Not


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. Wizards Cue cards Templates Users need not necessarily stop work, but require users to decide how to use the support features.

Extrinsic Support
   

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
Instructs

KNOWLEDGE MANAGEMENT
Informs

PERFORMANCE SUPPORT
Guides performance directly

Interruption in work

Less work interruption than training Users determines how they will learn Resource to users

Least interruption from work

Dictates how users will learn

Task at hand will define what the tool will do Assists in performance

Transfers skill and knowledge to users 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. Only 6 were statistically correlated with performance. Rest of competencies were de-emphasized.

Identify Competencies
 

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. Sales centers were ranked from most to least competent. Ranking were shared with sales center leaders.

Assessment Scores were Aggregated

 

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. Aggregate scores and analyze whether employees improved from year to year.

Competency Assessment Database



LEARNING ARCHITECTURE
AT&T Global Services
Created and Deployed a Learning Architecture


Online training + knowledge management + performance support + classroom training + comprehensive competency assessment process. Lower costs. Improved performance.

End Result
 

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 students 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). Servers are down. Internet access speeds are too slow.

Technical Problems