Fostering Intrinsic Performance Support through Embedded Knowledge Resources

Embedded Knowledge Resources

Author: Page 1Dr. Patrick Blum

WelcomeICELW 2010

International Conference on E-Learning in the Workplace, New York, USA

Patrick Blum



Fostering Intrinsic Performance Support

through Embedded Knowledge Resources



inside Business Group

• Full Service Provider in

Corporate Learning

• Insurance and Finance Industries

• Performance Support,

e-Learning and Blended Learning

Consulting, Conceptual Design,

Realization, Integration, Marketing,

Controlling

Business Activities

All from one source!



Organizational Learning

Status Quo

• Learning and working are two highly different and separated processes!

• Informal learning is stil the standard:

- Face-to-face Training

- E-Learning

- Blended Learning

• Knowledge is provided „Just-in-Case“

• Learning severely interrupts work

The productivity of a knowledge worker is basically zero

There is a deviation between the learning needs of the knowledge worker

and the learning offer

The resumption of work is often time consuming and extensive



Organizational Learning

Change happens

Performance Support

• Integration of learning into the working process

• Provide learning precisely when it is needed in the

quantity and depth required

• Shift from “just-in-case” learning to “just-in-time” learning



Categories of Performance Support

• External Performance Support

- Printed User Manuals

- Documentation

- Call Center

• Extrinsic Performance Support

- Software-based Help Resources

- Knowledge Management Systems

• Intrinsic Performance Support

Support inside the working environment

- Software Wizards

Media disruption!



Intrinsic Performance Support

Status quo

• Many working processes are assisted by software

• New software systems sometimes provide performance support

Most existing software systems do not provide performance support

• If performance support is provided, only to answer questions like:- How can I do this?

• Seldom questions like:- Why does it work this way?

- Are there additional resources?

- Is there any expert who can help?

• Problems:

- Existing software is hardly to adapt to provide performance support

- It is very cost-intensive to re-engineer the software



Extrinsic Performance Support

Learning-, Knowledge-Management and Performance-Support-System

Knowledge-Centric

View

Personal View

Process-Centric

View

Product-Centric

View

Meta SearchRecommendation

Change/Innovation

Trends and

Tendencies

Knowledge

Resources

User Contribution

Guided User Access

„Free“ User Access

System Generated Access

Modifying User Access




Basic idea for embedded resources

• Centralized knowledge management

• Delivery of knowledge resources of any kind

- Fact sheets

- Slides

- Workflows

- Virtual presentations

- Educational films

- Discussion threads

- Experts

• Embedding of knowledge resources into the existing environment

• Automated update of all knowledge resources




Embedded Resources

Knowledge

Resources

LKMPSS

Software System B

Knowledge

Resource 4

Slideshow

Knowledge

Resource 5

Expert

Software System A

Knowledge

Resource 1

Best Practice

Knowledge

Resource 2

Vodcast

Knowledge

Resource 3

Discussion

Thread

Knowledge

Resource 4

Slideshow

Software System C

Knowledge

Resource 2

Vodcast

Knowledge

Resource 6

Expert

http://www.allianz-evita.de/evita2/




Challenges using embedded resources

• Knowledge integrity

• Authorization and data security

• Organization and responsibility

Solutions

• Efficient embedding mechanism

• Role-based knowledge access strategy

• Automated notification system

• Knowledge reference lists and maps



Summary

• Learning has to be brought to the workplace

• Knowledge has to be provided precisely when it is needed

in the quantity and depth required

• Extrinsic and intrinsic Performance Support

can be provided by one system

• Embedded knowledge resources are a

solution for intrinsic performance support

• Knowledge integrity, data security and organization

are manageable challenges



Thank you

[email protected]

http://www.slideshare.net/blumpatrick