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.
Cost of Skilled Workforce
Reduce the cost of creating a workforce that
works faster and better than the competition.
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 edge…is what it knows, how it uses
what it knows, and how fast it can know
something new.”
- Laurence Prusak, IBM
“I don’t understand the technology. But you don’t
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.
Enhances Business Responsiveness
Reach unlimited number of people virtually
simultaneously.
Messages are Consistent or Customized
Same content, same presentation for everyone.
BENEFITS
More Timely and Dependable Content
Web based allows instant updates. Information is
more accurate.
24/7 Learning
Access to learning anytime, anywhere.
Global learning.
COMPONENTS
Online Training
Instructional
Knowledge Management
Information
Online Knowledge Classroom
Training + Management + 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.
What it Is Not
Collecting every piece of information available and
putting it on the Web.
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.
Extrinsic Support
Wizards
Cue cards
Templates
Users need not necessarily stop work, but require users to
decide how to use the support features.
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 KNOWLEDGE PERFORMANCE
MANAGEMENT SUPPORT
Instructs Informs Guides performance directly
Interruption in work Less work interruption than Least interruption from work
training
Dictates how users will learn Users determines how they will Task at hand will define what
learn the tool will do
Transfers skill and knowledge Resource to users Assists in performance
to users
Example: Access of customer information Tools that help create a sales
Teaching selling skills in preparation for a sales call proposal
Example: Accessing an interactive Use of a diagnostic tool to
Training technicians to fix a database (knowledge database) identify the failed component of
computer system a computer
LEARNING ARCHITECTURE
Case Study – AT&T Global Services
Identify
Learning Plan Performance
Define Competencies
for each Support
Competencies =
Competency Element
Sales
Aggregate Results linked Competency
Assessment to specific Assessment
Scores Learning Plans 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.
Identify Competencies
Only 6 were statistically correlated with performance.
Rest of competencies were de-emphasized.
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.
Assessment Scores were Aggregated
Sales centers were ranked from most to least competent.
Ranking were shared with sales center leaders.
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.
Competency Assessment Database
Aggregate scores and analyze whether employees
improved from year to year.
LEARNING ARCHITECTURE
AT&T Global Services
Created and Deployed a Learning Architecture
Online training + knowledge management +
performance support + classroom training +
comprehensive competency assessment process.
End Result
Lower costs.
Improved performance.
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 student’s 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).
Technical Problems
Servers are down.
Internet access speeds are too slow.