Supporting a Total Learning Ecosystem! Bob Mosher Chief Learning Evangelist www.ontuitive.com

Seymour Papert, MIT "You can't teach people everything they need to know… The best you can do is position them where they can find what they need to know when they need to know it." 2 Copyright Ontuitive 2012

Performance Support (PS) How well are we sustaining competency in an ever-changing work environment? Concept & Task Mastery On-the-Job Competence Continuous Improvement COMPETENCY Realize the TRUE Value of Training! Leaving this to chance extends “Time to Competency” 58% 33% 12% Here’s another way to look at training’s impact on employee performance. This graph you’re looking at here depicts the degree of employee competency (on the y-axis) over time (on the x-axis). <click> As you can see, and has studies have show, after a training event competency drops off substantially. What you want is for employees to transfer their new-found knowledge and skills into their day to day work. Even more, you want employees to be able to continue to improve and adapt as changes happen. Performance Support is what ties training, transfer, and sustainment together <click to next slide> TIME TRAIN TRANSFER SUSTAIN Performance Support (PS) 3 Copyright Ontuitive 2012

Performance Support sustains competence in an ever-changing work environment Concept & Task Mastery On-the-Job Competence Continuous Improvement Reference and critical skills Training TIME TO COMPETENCY (Average 50% reduction in Time to Competency) TRAIN TRANSFER SUSTAINMENT Performance Support (PS) Infrastructure 4 Copyright Ontuitive 2012

How “Total” are your current Offerings?: The 5 Moments of Need ™ Blended Learning! Blended Training! Blended Learning? Formal Instruction (Acquisition) When Learning for the First Time When Wanting to Learn More When Trying to Apply and/or Remember When Something Goes Wrong When Something Changes Performance Support (Application) 5 Copyright Ontuitive 2012

An Embedded Performance Support Solution (EPSS) provides immediate, intuitive, tailored aid to a person at his or her moment of need to ensure the most effective performance.” 6 Copyright Ontuitive 2012

Examples:

The 7 FUNDAMENTAL PS Principles 1. Aligned to deliver business impact. 2. Embedded in the workflow (2 clicks in 10 seconds). 3. Contextual access by process, roles and circumstances. 4. Just Enough information to get the job done. 5. Unified across IT/Non-IT PS projects in an overarching workflow. 6. Integrated with formal learning. 7. Trusted across all learning and PS solutions. 8 Copyright Ontuitive 2012

The 7 FUNDAMENTAL PS Principles 1. Aligned to deliver business impact. Percentage of course completions Pass/fail rate Number of student days Student/instructor ratio Dollars charged back to departments using training Utilization of facilities Cost per student-day Average "satisfaction" scores on our "smile sheet" evaluations On-time completion and on-cost development of new courses Actual vs. planned operational budget expenditures. Successful performance of business critical skills Reduced time to proficiency Reduced time to changed performance Lower support costs Increased user adoption Optimized business processes Customer/employee loyalty and/or retention Usage of business critical assets (policies, business rules) Reduced implementation costs (for a system, product, new process, etc.) Reduced handoffs of work, calls, problems to others 9 Copyright Ontuitive 2012

The 7 FUNDAMENTAL PS Principles 2. Embedded in the workflow (2 clicks in 10 seconds). Instant Lengthy IMMEDIACY “2-Clicks < 10 Seconds” Embedded help Web-delivered Mobile-delivered Print-delivered Close Distant PROXIMITY 10 Copyright Ontuitive 2012

The 7 FUNDAMENTAL PS Principles 3. Contextual access by process, roles and circumstances. 2-clicks & 10-seconds Workflow 11 Copyright Ontuitive 2012

The 7 FUNDAMENTAL PS Principles 3. Contextual access by process, roles and circumstances. 2-clicks & 10-seconds Job Role 12 Copyright Ontuitive 2012

The 7 FUNDAMENTAL PS Principles 3. Contextual access by process, roles and circumstances. 2-clicks & 10-seconds Circumstance 13 Copyright Ontuitive 2012

Is this a “Strategy”? Job Aids CoP’s Wiki, Blog, Forums Learning Portal Reference Materials FAQ’s Help Desk Simulations Pod Casts Coaching SharePoint Lectures Recorded Lectures Instant Messenger 14 Copyright Ontuitive 2012

Total Learning and Support Framework Components: TEACH Moments 1 & 2 Training Objectives Practice Details Steps Moment of Need Process DO Moments 3-5 Training Objectives Practice Details Steps Steps Details Practice Resources and Social Learning

The 7 FUNDAMENTAL PS Principles 4. Just Enough information to get the job done. Increasing Levels of Support 16 Copyright Ontuitive 2012

The 7 FUNDAMENTAL PS Principles 5. Unified across IT/Non-IT PS projects in an overarching workflow. 17 Copyright Ontuitive 2012

True Learning: What the classroom needs to become... “A person who carries a cat by the tail learns something about cats they can learn in no other way….” Mark Twain 18 Copyright Ontuitive 2012

The 7 FUNDAMENTAL PS Principles 6. Integrated with formal learning Informal Learning Embedded Performance Support Solution Instructor Aided Learning Self-Directed Learning Peers Instructional Time 19 Copyright Ontuitive 2012

The 7 FUNDAMENTAL PS Principles 7. Trusted across all learning and PS solutions. 20 Copyright Ontuitive 2012

A Checklist for Building a Performer Support Solution Pick a Project “Don’t Boil the Ocean!!” – IT is the best place to start! Choose Software that facilitates the design of scalable PS Proof the Concept to show what it can be and do. Seeing is believing!!! Get a Budget so you can see it through. Commitment follows dollars Check your Methodology to optimize development of true blended learning 21 Copyright Ontuitive 2012

Standing Still is NOT an Option “Change is difficult. It's hard, and people avoid it when we can, but change eventually happens when the consequences of standing still look worse than the consequences of taking a chance on change… It's time for all of us to change – standing still is not an option, and we can only imagine the disruptions ahead.” Denis Pombriant 22 Copyright Ontuitive 2012

Thank you for participating AND please join me in the journey!! b.mosher@ontuitive.com 23 Copyright Ontuitive 2012