learning technologies willow dna seminar 2016 learning future
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THE NEXT 10 YEARS – The future of learningLisa Minogue-WhiteDirector of Learning SolutionsLearning Technologies 2016
THE FUTURE OF LEARNING – WHY
SO MUCH CHANGE?
THE FUTURE OF THE LMS
THE FUTURE FOR LEARNING CONTENT
THE FUTURE FOR DATA
THE FUTURE FOR LEARNING
PROFESSIONALS
THE FUTURE OF LEARNING – WHY
SO MUCH CHANGE?
THE FUTURE OF THE LMS
THE FUTURE FOR LEARNING CONTENT
THE FUTURE FOR DATA
THE FUTURE FOR LEARNING
PROFESSIONALS
THE CONTEXT
HAROLD JARCHE ON THE FUTURE OF THE WORKFORCE
“A job is not the same thing as meaningful work. Labour is replaceable, talent is not.”
COMPLETE VIEW OF PERFORMANCE
ACCENTURE, MICROSOFT AND ADOBE
HAVE ALL DITCHED ANNUAL PERFORMANCE
REVIEWS – WHY?
COMPLETE VIEW OF PERFORMANCE
“Performance achievement provides a
holistic view of performance and potential that will inform the talent
decisions we make “
Ellen Shook, Chief HRO, Accenture 2015
We don’t actually manage
people. We manage
environments, systems and processes”
Amy Brann, author of ‘Engaged’ 2015
THE FUTURE OF LEARNING – WHY
SO MUCH CHANGE?
THE FUTURE OF THE LMS
THE FUTURE FOR LEARNING CONTENT
THE FUTURE FOR DATA
THE FUTURE FOR LEARNING
PROFESSIONALS
PERFORMANCE SUPPORT
SOCIAL LEARNING
ACCREDITATION
CONTINUOUS PROFESSIONAL DEVELOPMENT
EXPERIENTIAL LEARNING
CHOICE ARCHITECTURE
A RICH LEARNING ENVIRONMENT
PROFESSIONAL GAMIFICATION
ACCESS TO SUPPORT AND
EXPERTS
COMMUNITIES AND CONTENT
COMBINED
USER GENERATED
AND CURATED
PERSONLISATION
INTELLIGENT REPORTING – SSRS and xAPI
INTEGRATION
MOBILE AND OFFLINE
QUALIFICATION PORTFOLIOS
BLENDED AS STANDARD
NEXT GENERATION PATHWAY
InteroperabilityPersonalisationAnalytics, advising and assessmentCollaborationAccessibility and design
THE FUTURE OF LEARNING – WHY
SO MUCH CHANGE?
THE FUTURE OF THE LMS
THE FUTURE FOR LEARNING CONTENT
THE FUTURE FOR DATA
THE FUTURE FOR LEARNING
PROFESSIONALS
‘UBERISATION’ OF LEARNING
Use the strengths of each device
Just in time Build communities
Feedback and engagement Elegant design
WHAT MAKES AN EFFECTIVE CALL
CENTRE?WHAT ARE THE MAIN
LEARNING NEEDS?
EXAMPLE – LEARNING IN CALL CENTRES
KEY TOOL 1 – BENEFITS TREE
KnowledgeBenefits
IntermediateBenefits
OrganisationalBenefits
ExternalBenefits
know the role
what customers need to know
ideas sharedimproved innovation
transfer rates of knowledge increased
knowledge validated
potential rapidly reached
directed training reduced
well learned organisation
problem solving speeded up
shared approaches between buildings
Staff turnover down
improved morale - able to serve
customer
improvement against targets
single contact resolution rates
up
improved processes
closer fit to customer need
very aligned to customers needs
higher quality products and
services
improved responsiveness
customer satisfaction improved
KEY TOOL 2 – LEARNING PATH
FORMAL CONTENT WORKING PRACTICES COMMUNITY MENTORING/ CHAMPIONS TECHNOLOGY
Customer service academy
Product trainingSystems performance
support
Daily after action reviews
News portal and FAQsLeaderboards
Product champions
Cross-site communitiesCustomer insights
Representatives from marketing and product
development
Managing talent through mentorship
programmesQuick masterclasses
Video insights
Learning portalCommunity site
Mobile performance support
Project: Retail customer serviceAudience: Customer service staff on shop floorKey drivers: Provide opportunities for reflection, realistic case studies, voice of colleagues
Project: Business TravelAudience: Graduate onboarders, first time business travellersKey drivers: Visually engaging, realistic scenarios, strong branding
Project: Lloyds Banking GroupAudience: Staff in retail banking environmentKey drivers: Reflection and challenge, discussion topics, scene setting for further learning activities
Project: Rock and A Hard Place LearningAudience: New grads into Advertising and Media AgenciesKey drivers: Engaging, creative, competition, outcome driven
THE FUTURE OF LEARNING – WHY
SO MUCH CHANGE?
THE FUTURE OF THE LMS
THE FUTURE FOR LEARNING CONTENT
THE FUTURE FOR DATA
THE FUTURE FOR LEARNING
PROFESSIONALS
VALUE CHAIN
Increased Market Share
Better customer insights Better
product fit
Better delivery quaity
Quicker to market
More referrals and case studies
Product quality
Customers and market
Processes
References
Better market intelli-gence
Learning need
Learning need
Learning need
THE FUTURE OF LEARNING – WHY
SO MUCH CHANGE?
THE FUTURE OF THE LMS
THE FUTURE FOR LEARNING CONTENT
THE FUTURE FOR DATA
THE FUTURE FOR LEARNING
PROFESSIONALS
CHANGES IN LEARNING STRATEGY
WHAT CONDITIONS DO WE NEED TO PERFORM?
“Putting the right people together
in the right environment, at the right time, with the right tools – that’s
how we catalyse learning”
Tom Spiglanin at DevLearn 2015
CATALYST - A DEFINITION
catalyst noun cat·a·lyst \ˈka-tə-ləst\: a substance that causes a chemical reaction to happen more quickly: a person or event that quickly causes change or action
UNDERSTANDING THE PERFORMANCE CHALLENGE
“A problem well stated is a
problem half solved”
Taken from an article by Jane Bozarth - ‘9 critical elements of performance support’ 2015
UNDERSTANDING PERFORMANCE
A MANAGER ASKS TO BOOK A MEMBER OF THE TEAM ON
A DECISION-MAKING COURSE FOLLOWING A PERFORMANCE REVIEW
MEETING – WHAT DO YOU DO?
UNDERSTANDING THE PERFORMANCE CHALLENGE
Start a conversation on what factors are
required for effective decision making and you’ll get a much more relevant solution
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