1. Blended Learning: The Art of Balancing Cost and Quality Blended Learning: The Art of Balancing Cost and Quality Dr. Lynette Gillis Learning Designs Online Inc. Learning Designs Online Inc. Learning Summit 2003 Know to Dare … Dare to Know

2. Definition of an Expert … someone who has made every made every mistake possible in a very narrow area … someone who has made every made every mistake possible in a very narrow area Neils Bohr (1885-1962) Neils Bohr (1885-1962)

3. Agenda l What is blended learning? l What are the ingredients? l What does it look like? l What is the best blend? l Key Issues: Balancing quality & costs l Case study & lessons learned l The challenge ahead …

4. Primary Ingredients Live Instructor-Led l Courses l Workshops l Coaching/mentoring l On-the-job training Print Self-Study l Textbooks, workbooks Virtual Instructor-Led l Real-time courses (synchronous) l Webinars l e-Coaching, e-Mentoring Virtual Self-Study l Web learning modules l Video, audio, CD/DVD

5. Secondary Ingredients l Help systems l Job-aids l Knowledge databases l Performance/decision support tools l Online resources & links l Simulations l Assessments Virtual Collaboration l Email l Bulletin boards l Discussion groups l Listserves l Online communities l Online experts Live Collaboration l Buddies & study groups l Learning networks Support to Formal Learning, Informal Learning, Performance Support

6. TheEvolution…. The Evolution….

7. Blended Learning Palette Coaching Online Expert Help Webinar Workshop Job-aid Chat

8. Example: Amicus Bank Three-Phase Blended Learning Program 6 Days Foundations (Online) 1 – 2 Weeks Apprenticeship (On-the-Job) 5 Days Sales Training (Classroom)

9. 6 Days – 40 hours Daily Scheduled Mentor Calls Progressive Learning Game Special Assignments Online Learning

10. On-the-Job and Classroom PAVILION (IN-STORE) APPRENTICESHIP l 1-2 weeks l Work with seasoned sales staff l Model ‘best practice’ interactions with customers l Learn banking technology – CD ROM simulation l Apprenticeship checklist SALES TRAINING l 6 Day Classroom Training l Role Play l Hone sales & service skills

11. (1) Meets learning requirements (2) Meets learning requirements at optimal cost The Best Blend …

12. (1) Meets Learning Requirements  Objectives (learning, application, business)  Content (subject matter and tasks)  Learners (learning skills, level of expertise)  Learning Context (where, how, and when)  Technology Infrastructure available (2) Meets Learning Requirements at Optimal Cost The Best Blend …

13. Low Cost Solutions …  Design “Lite” less formal design, less programming, writing, and media; less content; greater reliance on collegial learning, or often “live” events  Best use: content is volatile, one-time event, audience is small, or topics are “nice to know”  Examples: webinars, online discussion, links to databases, coaching or mentoring, job-aids Balancing Quality & Costs

14. Higher Cost Solutions …  Design “Intensive ” - more formal design; more programming, writing, and media; more content; more instructor interaction  Best use: content is stable, long-life, audience is large, training is strategic or topics are “need to know”  Examples: web modules, face-to-face classroom, print/workbook solutions, simulations, CD/DVD Balancing Quality & Costs

15. Key Decision: Human Interaction  Learning requires judgment & interpretation  Tasks focus on interpersonal skills, group or team dynamics  Essential learning skills are weak  Motivation is an issue; learners are isolated  Learners are novice & training critical  Need to build community More interaction with instructor, mentor or peers is required when:

16. Learning as Process… Learning is a PROCESS, not an event. It’s a process that occurs over a period of time with qualitatively different stages: Acquisition Phase – first learn new knowledge and skills. Application Phase – apply our learning to real- world situations. Refinement Phase – refine and advance our skills through continuous learning and development.

17. Hospital Case Study Hospital Case Study l Training challenge: Hospitals moving to paperless environment; need to skill ALL employees l Research goals: Assess and benchmark computer literacy skills; assess preferred training delivery options l Population: 10,000 employees, multicultural, multilingual, management & union, 3 shifts, 13 job categories, all levels of education l Sample: surveyed 2000 staff, 15 focus groups

18. Case Study: Results  Instructor-led training was preferred method when first introduced to a new computer system  As skill level increases, the preferred method of training shifts to experts in the work area and then self-study and manuals.  20% preferred instructor-led instruction regardless of skill level.  Physicians preferred a coach/mentor throughout all phases of learning.

19. Case Study: Recommendations  Reduce number of face-to-face courses overall  Offer shorter (1-2 hour) instructor-led courses to introduce systems  Establish a network of peer mentors to provide follow up training and support  Use self-study courses, simulations, and manuals for upgrading and advanced training

20. Lessons Learned  A blended learning approach allows you to more accurately attune delivery options to where learners are in the learning process – and potentially, at less cost.  We can’t get there from the arm chair … the critical tool in helping us balance quality and costs is evaluation.

21. The Path Forward … “You can’t manage what you can’t measure.” Peter Drucker

22. Another reason for evaluation…. l More than 80 percent of knowledge and skills gained from training not fully applied back on the job. (Broad and Newstrom 1992) l Less than 30 percent of what people learn in training actually gets used on the job. (Robinson and Robinson 1996) l “American industries annually spend more $100 billion on training… not more than 10% of the expenditures actually result in transfer to the job.” (Baldwin & Ford, 1988; Reconfirmed by Ford & Weinstein, 1997)

23. Summing up… Blended Learning : enlightened and balanced perspective in technology-based learning. State of our Knowledge : Know a lot about producing quality learning experiences. Know much less about producing them at optimal costs. Path Forward: We need to evaluate and measure more—evaluation is the critical tool for helping us optimize our human capital investment.

24. lgillis@learning-designs.com www.learning-designs.com (905) 823-3367 lgillis@learning-designs.com www.learning-designs.com (905) 823-3367 For more Information…