when remembering really matters - devlearn 2014 presentation
DESCRIPTION
Trying to improve business results via training? One-hit wonders will sabotage your efforts. Use research-proven strategies to yield long-term retention of your training.TRANSCRIPT
when remembering REALLY matters
Presented by Sharon Boller, President & Chief Product Officer
WHO AM I? Game-lover, learner, instructional designer, product owner, game designer, dog-lover and owner, Mom, wife, cyclist. Oh…and president and chief product officer, Bottom-Line Performance.
OUR GAME PLAN
The challenge of remembering… and the cost of forgetting 2
The research on remembering…and forgetting 3
Strategies for remembering…and for learning 4
Two case studies that use the strategies 5
The requirements to learn something 1
What’s Required to LEARN?
Motivation Relevant Practice Specific, timely feedback
Ability to retrieve later
Right?????
MEMORY TEST #1 1 x 12 = ____ 2 x 12 = ____ 3 x 12 = ____ 4 x 12 = ____ 5 x 12 = ____ 6 x 12 = ____ 7 x 12 = ____ 8 x 12 = ____ 9 x 12 = ____ 10 x 12 =____ 11 x 12 =____ 12 x 12 =____
Times Tables
Raise your hand if you feel VERY CONFIDENT that you can answer this set of multiplication problems without pausing.
MEMORY TEST #2 Spelling Words
Write down 5 words as I say them…don’t think hard. Just write the words.
Receive Believe Experience Neighbor Friend
1. What year did the Civil War begin?
2. Where did Robert E. Lee surrender, ending the Civil War?
3. When did Abraham Lincoln deliver the Gettysburg address?
History
Three American history questions; write your answers to each one. Do NOT use your cell phone, iPad, or any other device to answer. Use your brain only.
MEMORY TEST #3
So…why did you remember some of this stuff, but not other stuff?
Some stuff you need to know “cold”
Other stuff you can “find/
locate”
Does Memory
HERE
? Matter
You are a customer support engineer for a medical device company. You train lab technicians how to operate and troubleshoot the $250,000 piece of machinery their hospital purchased from your company.
Will the hospital be okay if its lab techs have to find/locate info on using the equipment – or does the hospital expect lab techs to know common procedures “cold?”
Does Memory
HERE
? Matter
You are a rep in a sales meeting. Your customer just shared her needs, and she wants a response. You need to mentally think through your company’s eight product lines, select the RIGHT ONE, and then share the appropriate product benefits and features. She’s waiting….
Can you Google that? How long will she wait while you find/locate info? Or…does she expect you to formulate a fairly immediate response based on what you ALREADY KNOW AND CAN RECALL?
Does Memory
HERE
? Matter
You are a “skip tracer.” Your job is to recover cars if their owners have defaulted on a loan. There’s a lot of defaults, and the skip tracing process contains numerous steps!
How efficient will you be at doing your job if you are constantly finding/locating? What’s okay to look up…and what do you simply need to know and know how to do from memory? What assets go unrecovered if you are slow at the job?
Does Memory
HERE
? Matter
You are a lab technician. You just dropped a vial of blood being tested for HIV. It just went SPLAT! You KNOW the blood poses a risk. You take annual training for this…but that was months ago. You recall some steps, but you are not sure of all of them.
With blood splattered can you look up the procedure or do you need to be able to recall it and apply it to the situation at hand?
PEOPLE NEED TO REMEMBER A LOT OF STUFF IN THE WORKPLACE Product Knowledge
Industry Facts Policies & Procedures
Research Data Sales Messages
What else do people need to “know cold” (i.e. from memory?)
Per ATD, we’re spending about $164 BILLION on training per year. Are we getting results?
Time saved…or not wasted in the first place?
Money saved…or
money gained?
People producing more, faster,
more accurately or feeling less
stressed?
WHAT’S REMEMBERED?
During training? A week later?
How much forgetting? 30% in 3 to 6 days’ time
50% in 3 to 6 days’ time
70% in 3 to 6 days’ time
90% (or more) in 3 to 6 days’ time
A
B
C
D
IT DEPENDS
Let’s be REALLY generous and assume 30% forgetting.
Which 30% is the business okay
with?
REMEMBERING IS HARD FORGETTING IS EASY
FOUR STRATEGIES TO USE
Spaced intervals – not a single “glop” 1 Repetition – several instances of it 2
Feedback – with requirement to do it right after making mistake 3 Stories 4
Spaced Intervals & Repetition
Micro Spacing Macro Spacing
Single Session Single Session Single Session
or
Day 1
Day 8
Day 16
Too Much
Nothing
SPACING RESEARCH Spaced Repetition in the New York Times:http://www.theknowledgeguru.com/spaced-repetition-featured-new-york-times/
Learning Research by Annie Murphy Paul: Distributed Prac9ce and Spaced Repe99onh<p://www.theknowledgeguru.com/learning-‐research-‐annie-‐murphy-‐paul-‐distributed-‐prac9ce-‐repe99on/
Spaced Repetition: What Research tells us by Dr. Karl Kapp: http://www.theknowledgeguru.com/spaced-retrieval-retrieval-practice-knowledge-guru-research-tells-us/
Learning vs. Retrieval UCLA Bjork Learning and ForgeIng Lab: h<p://bjorklab.psych.ucla.edu/research.html
FEEDBACK LOOPS
STORIES Light up our whole brain
Elicit POWERFUL Empathic response
Personalize. Contextualize.
What
when remembering REALLY matters
Things I have learned in this session:: 1.
Case Study #1 – ExactTarget Product Launch (2012 case)
1. SaaS: Mul9ple Product Lines and Mul9ple Product Launches • 9 dis9nct product lines within organiza9on • Product line releases each month
2. Employees, clients, and partners had training overload; company needed a way to “mix it up.”
3. MobileConnect was one of the largest product launches in company history. Success was cri/cal.
LEARN + REMEMBER
Motivation Relevant Practice
Ability to retrieve later
Specific, timely feedback
Spaced Intervals, repetition Story
MOTIVATION Intrinsic is about person realizing learning will help them in their jobs.
Extrinsic can couple with – but not replace – intrinsic. In this instances, motivation was prizes AND recognition.
MOTIVATION
MOTIVATION Meet Paul from Australia Earned 9tle as THE “Mobile Connect Guru” via game play. “I have never felt more valued in company that I have since becoming the Mobile Connect Guru”
STORY as challenge
STORY - context
STORY - context
Spaced Iterations, Relevant Practice, Feedback + REPETITION
Repetition – Interation 1
Repetition – Interation 2
Repetition – Interation 3
Feedback + Re-do
MORE Spacing, Repetition
Business Results Quicker pipeline built: “Of all the launches done in the two years previous to the MobileConnect launch, the sales team built one of the quickest pipelines for this product.” Dramatic increase in first-call support resolution. Greatly increased contract values.
Case Study #2 Dialysis Treat- ment
Business Problems: 1. Patient post-training drop rate very high.
2. Time req’d to train a single patient longer than desired.
3. Only 1 patient per month could be trained. As a result, less marketshare and growth in marketshare than desired.
Training Goal:
“Patients can safely and confidently perform ongoing treatments at home.”
They had GLOP
We created spacing
Multiple repetitions
Multiple Repetitions
Practice, Feedback
Stories for empathy Characters in the eLearning told stories about their own situations; these mirrored the realities of the patients going through training. “One of biggest hurdles I had to face was learning to insert my own needles. I don’t care how brave you are, having to stick two needles in my arm every time I did a treatment was scary.” “I was worried about hurting David when I had to stick him with needles…I was not confident I could do it.”
RESULTS? • Yes! 6% reduction in “patient drops” in patients who
received NxSteps training over those who were trained via another method. (Training for a single patient can typically cost $30K or more to do so 6% is a big deal.)
• A major NxStage customer who used NxSteps program viewed it as so successful in improving bottom-line $ results for company that it is working to replicate program on peritoneal side of business.
Steps You
Take In
Design
Can
Ask: “What business problem is this learning solution solving?” To solve the problem, consider what is ESSENTIAL for people to know, do, believe. Distinguish between need to be able to “find/locate” from need to “know it cold”
1)
Steps You
Take In
Design
Can
If SMEs & stakeholders insist on too much content, ask:
“What 30% - 90% are you okay
with people forgetting…or
never learning in the first
place?”
2)
Steps You
Take In
Design
Can
Think beyond “one-hit wonder.” If remembering REALLY matters, then spacing and repetition HAVE to be part of your design.
3)
Spaced Intervals, repetition
DESIGN FOR: LEARN + REMEMBER
Motivation Relevant Practice
Ability to retrieve later
Specific, timely feedback
Spaced Intervals, repetition Story
4)
Too Much
Nothing
5) Remember…
Want to find me?
Email: sharon@ bottomlineperformance.com Twitter: @Sharon_Boller