Embracing Social Learning - CEdMA Europe articles/Webinars... · 2011-07-31 · Defining & Demystifying Social Learning Getting Started In Your Organization ... social media adoption

Embracing Social

Learning

Today’s Session:

June 29, 2011

Today’s Sponsors:

Jody PetruzzielloVP of Product Marketing, [email protected]

Introductions

MZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l MZINGA.COM 5

Embracing Social Learning

Customer Experience

Mzinga Featured WebinarJune 2011


Today’s Agenda

Topics

The Changing Business Landscape

Defining & Demystifying Social Learning

Getting Started In Your Organization

Real-World Examples

Q&A


In today’s fast-paced world, the pressure on businesses is higher than ever


Forces Changing Learning Dynamics

Changing workforce dynamics

Failure of traditional

learning alone to meet varied

learner needs

Increase in social media

adoption

Source: Constellation Research

BusinessDrivers for Social Learning


Hype Cycle for Social Technologies

…Companies have begun to tap into the collective knowledge of their employees, customers, partners to help increase the organization's capacity to learn.

This approach better supports the requirements of learners to receive learning as needed.

It also acknowledges the importance of social networks and the need to access the expertise of colleagues.

Source: Gartner


Poll Question

Has your organization implemented any social learning solutions to date?

• Yes• No


Defining & Demystifying Social Learning…

Customer Experience


Social media is technology used to engage three or more people.

Social learning is participating with others to make sense of new ideas.

What’s new is how powerfully they work together.

“

”

What is Social Learning?

Source: Marcia Conner. The New Social Learning: A Guide to Transforming Organizations Through Social Media


What is Social Learning?

Deliberationthat enables

Social Learning

Process Attributes that Foster Learning

Generates Knowledge

About

Common Purpose

Collaborative Relationships

Source: Schusler

Facts, Values, Teamwork, Problem solving, Opportunities

Democratic StructureOpen CommunicationDiverse Participation

Various Knowledge SourcesBrainstorming

• Organizational Alignment

• Productivity Gains

• ImprovedSatisfaction & Retention

• Increased innovation


Enhanced efficienciesImproved Productivity

Linking Learning with Social delivers results

In workplaces with combined formal & social learning, employees…

Source: US Department of Labor

Complete tasks 30% more accurately than with

formal learning alone

Increased Competency

Perform tasks 41% faster than with formal

learning alone

Can gain direct access to

information they typically

spend 12 hours per week

gathering


“Structured”

Organizationally designed learning

content

“Embedded”

Social interactions*within* structured

learning

“Amazon”

Social interactions *about* structured

learning

“Community”

Social interactions *as* learning

Programs

CommentsDiscussion

Courses

Comments

Ratings

Blogs

Discussions

Ideas

New approaches to extending learning value

Courses

Events


Where Social Learning Thrives

Customer Experience

EmployeeExperience

PartnerExperience

• New client acquisition

• Customer on-boarding

• Ongoing customer education

• Ongoing customerengagement

• Customer networking

• Peer support

• Partner on-boarding

• Ongoing partner education

• Ongoing partner engagement

• Developer & partner networks

• Peer support

• Social recruiting & on-boarding

• Engagement & collaboration

• Mentoring

• Talent & leadership development


Poll Question

What is the most relevant social learning use case in your organization?

Recruiting & OnboardingEmployee Training & DevelopmentCustomer Communication & EducationPartner EducationDon’t Know


Employees Are Already Using It


New Approaches Improve Satisfaction


…And Customer Engagement

Source: MarketingProfs


Key Social Learning Benefits

Productivity & Efficiency Gains

Revenue & Retention Opportunities

Reduce lost opportunity costs by extending learning value through co-creation & peer knowledge sharing

Improve up-sell opportunities by offering extended support through self-service content, easy access to subject-matter-experts, collaboration and best practice sharing

Increase customer retention by empowering employees with more efficient, progressive tools to perform their jobs more effectively

Expanded connections & relationships within the overall business

Improved brand recognition through customer word of mouth

Customer Experience Benefits

Expand the reach and accessibility of knowledge for learners

Drive new and improved content, events, and learning programs based on real needs

Improve learner time to competency via extended learning approach with blended learning & overall support

Increase the quality of knowledge about learners and their business drivers – leading to improved solution offerings

Facilitates diverse learning styles by intermixing formal learning with social Capture more insight and measure

the impact of the overall learning lifecycle

Provides networks of mentors, SMEs, etc. that are readily accessible to support other employees

Reduces overall learning development timelines

Enables a culture of continuous learning rather than learning as events

Enrich user participation by acknowledging their contributions & providing recognition


Poll

How does your organization view social learning today?

• Not Relevant• Don’t Know• Resistant To It• Just Getting Started• Embraces It


Getting Started In Your Organization….


Let’s Take a Practical Example


Getting Started: Business Case

Task

1. Clearly articulate your social learning vision

2. Create a thoroughbusiness case & detailed business goals

3. Define your target audience

4. Define the culture that this approach creates across the organization

Example

Implement a solution to enable continuous collaborative sales training & knowledge sharing

• Improve productivity• Reduce sales cycles• Increase sales team retention

Globally dispersed sales force who sells various financial services products & solutions

A more collaborative sales organization that is more readily knowledgeable to educate prospects, has resources accessible on-demand in the field, and is generally more empowered to focus on their core competency of selling.


Getting Started: Business Case

Task

4. Support your social learning business case with data and use cases (that align with your business goals)

5. Identify expected risks and mitigations

6. What technologysolutions do you need to support your goals?

Example

• Increase the value of sale training to deliver impacts from the field – More knowledgeable, collaborate salespeople win 65% more business*

• Improved access to information can reduce costs by $3,300 per employee each year**

• Resistance to change (Champions needed)• Inappropriate UGC (monitoring & moderation)• Must provide proof of value (clear measurement)

• Solution that will grow with adoption over time• Social networking (connect with others in real time)• Content sharing capabilities (blogs, discussions, etc)• Collaboration capabilities (files, ideation, etc)

*Source: Forrester Research**Source: IDC


Key Solution Decisions

AudienceWho is my initial launch audience?What info do you want to capture about them?What do you want them to share and how can they network with one another?

Change ManagementBalance the content, configuration, and workload with what you have to shareRecognition of userChanges to the learning environment

ContentWhat content (formal & informal) will provide value to your users?How will you drive programming for that content?What content expectations do you have of your users?

TechnologyWhat capabilities are included in the initial launch? Future phases?Branding decisionsPermissionsWorkflowReporting needs


Getting Started with a Solution

Phased implementations are more effective.

Initial Launch

Standard formal learning

Enhance learning resources with social capabilities

Discussions as open content

Quick Polls to gauge opinions

News, Announcements, etc.

Social profiles for personalization & networking

Community management and moderation

Configure business intelligence for tracking

Expansion

Analyze and evaluate business intelligence

Added collaboration (files, ideas, etc.)

Expand solution to new audiences

Embed social components in other environments

Optimization

In-depth business intelligence analysis

Advanced social networking

Multimedia content sources

Expanded social media for formal learning

Continued audience growth opportunity

Future

Listening strategy & analysis of business intelligence

New tools and technologies as applicable to your solution

and as available

Integrated offerings

New sites for different audiences or groups

Assessments & Surveys


Measurement: Considerations In Planning

What will be measured? Who will consume the metrics? What is the workflow?

What value will metrics be given to impact decisions?

How often should metrics be updated? What is a metric's priority?

How will social activity measurement be funded?

What are the models for ROI, total value and KPIs?

Planning QuestionsDuring the planning process of a social learning initiative, seek answers to the following questions:

Source: Gartner


Metrics That Matter

TRAFFICWho is accessing what

parts of my site?

Am I meeting my targets?

USER MANAGEMENT

/ MANAGERWho are my users? What are they doing? How do

they relate to each other?

UTILIZATIONAre people using my site as much as I want them

to? If not, why not?

COMPLIANCEAre my users doing what

they need to do?

UMMMMMMMANA

/

SENTIMENTHow do people feel

about the site offerings?

What should I change to improve?

ANNNCCoinnnno

CONTENT MANAGEMENT

What content do I have and who can see it?

What does the User Generated Content tell me?

Completion Rates

Registration Rates

Renewals

Are patterns changing over time?

Logins

Guest Access

Active Members

Guest to Member conversion

Return Visits

Referrer URL

Scores

Failure Analysis

Survey Results

Poll Results

Registration Rates

Completion Rates

Renewals

Completion Time

Unmet Demand

Page Views

Content Views

Page Parts

Time Spent

Spider Access

Influencers

Engaged Members

Reputations

Leaders

Peer Networks

CORPORATE CONTEXT

How do OmniSocial results mesh with my

corporate efforts?

Top Ranked Apps

Popular Topics

Exceptions: What/Who is not

successful

NT

EXECWhat is the overview of

activity?


Measurement Best Practices

Listen and calculate

engagement, influence, sentiment and overall adoption & retention.

Establish a continuous

improvement culture, along with an ROI

model.

Maintain a benchmark to

compare against future

snapshots.

Build dashboards

with relevant social metrics and learn the procedures of

test and measure.

Publish updates that

includes metrics to

inform others of the

presence and value of the

initiative, and recruit others to participate.

Seek patterns among the

social learning

activity to build a metric

model repository

Add social dimensions

into the employee record or customer

relationship management data model

Source: Gartner


Real World Examples…

Customer Experience


Business Goals

Solution Overview

An online portal for marketing services, delivering training to the masses, and enabling customers to collaborate around content

• Increase revenue through fee-based learning & related usage

• Improve customer access to relevant service information

Results & ROI

• Improved customer satisfaction

• Additional revenue stream

Financial services company that provides custody and asset servicing for 3.5 million securities issues from the United States and 110 other countries and territories, valued at $40 trillion.

Financial services company that provides custody and asset


Business Goals

Solution Overview

Community solution to extend the value of formal learning programs by enabling employees to connect and collaborate with one another throughout the lifecycle of a program

Results & ROI

• Gain insight into issues facing targeted learners & proactively improve programs

• Enable a greater opportunity for success by supplying participants with continuous opportunities for development & growth

• Provide a central repository with easy access to information

• Improved employee productivity

• Improve employee time to competency via self-service approach to learning, collaboration, & support

• Reduce turnover & improve retention by empowering employees to drive learning

One of the world's leading insurance brokers and risk advisers, with over 20k employees that provides advice and transactional capabilities to clients in over 100 countries.


Business Goals

Solution Overview

Peer-to-peer support forums embedded within the SyncMyRideproduct site, including integrated vehicle avatars & pre-moderation

Results & ROI

• Provide more timely, efficient customer support and product research

• Establish a user-generated knowledge base of Sync product information for on-demand reference

• Over 14k active members• More than 5M message views• Reduced customer response times

• Decrease in Sync support costs

• Direct access to product research

An American multinational automaker, the second largest in the U.S. and the fifth-largest in the world based on annual vehicle sales in 2010 at $40 trillion.


A few rules of thumb for success…

1. Build a Business Case2. Identify SMEs & Others to Champion & Get Buy-in3. Develop a Strategy- Focus First on Key Pain Points4. Identify Your Audience & Focus on Their Needs5. Develop Content & Programming Plans6. Select a Solution That Will Meet Your Needs7. Listen & Be Responsive8. Measure, Measure, Measure!


Jody PetruzzielloVP of Product Marketing, [email protected]

Thank you!

Additional Resources

• Social Learning Solutions Kit

• Mzinga.com

On behalf of Training Industry, Inc., thanks to:

Today’s Speaker: Jody Petruzziello

Today’s Sponsors: Mzinga

All of you for attending

Questions or Comments? Please contact Tim Sosbe:

[email protected]

Thank You!

Documents

Embracing Social Learning - CEdMA Europe articles/Webinars... · 2011-07-31 · Defining & Demystifying Social Learning Getting Started In Your Organization ... social media adoption