Embracing Social Learning - CEdMA Europe articles/Webinars... · 2011-07-31 · Defining &...
Transcript of Embracing Social Learning - CEdMA Europe articles/Webinars... · 2011-07-31 · Defining &...
Embracing Social
Learning
Today’s Session:
June 29, 2011
Today’s Sponsors:
Jody PetruzzielloVP of Product Marketing, [email protected]
Introductions
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Embracing Social Learning
Customer Experience
Mzinga Featured WebinarJune 2011
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Today’s Agenda
Topics
The Changing Business Landscape
Defining & Demystifying Social Learning
Getting Started In Your Organization
Real-World Examples
Q&A
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In today’s fast-paced world, the pressure on businesses is higher than ever
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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
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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
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Poll Question
Has your organization implemented any social learning solutions to date?
• Yes• No
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Defining & Demystifying Social Learning…
Customer Experience
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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
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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
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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
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“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
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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
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Poll Question
What is the most relevant social learning use case in your organization?
Recruiting & OnboardingEmployee Training & DevelopmentCustomer Communication & EducationPartner EducationDon’t Know
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Employees Are Already Using It
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New Approaches Improve Satisfaction
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…And Customer Engagement
Source: MarketingProfs
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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
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Poll
How does your organization view social learning today?
• Not Relevant• Don’t Know• Resistant To It• Just Getting Started• Embraces It
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Getting Started In Your Organization….
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Let’s Take a Practical Example
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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.
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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
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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
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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
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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
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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?
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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
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Real World Examples…
Customer Experience
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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
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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.
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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.
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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!
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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:
Thank You!