What Generational Diversity Means to e-Learning

September 26, 2008

INNOVATIONS IN LEARNINGBrandon Hall 2008

What Generational Diversity Meansto e-Learning

How Aetna, Inc.Leverages the Overlap between the Generational Diversityof its Workforce and the Training Needs of its Learners

What Generational Diversity Means to e-Learning

Sean Stearley / Aetna, Inc.

Instructional Technologist with the Aetna Service Operations Learning and Performance Organization

ASO L&P is a “shared services” organization serving 13 businesses and 200 separate job functions.


Sean Stearley / Aetna, Inc.

National and Regional Customer Operations

Provider Service Centers

Patient Management and Disease Management

Among our Business Clients:


Sean Stearley / Aetna, Inc. Not a generational diversity expert or

an adult learning theory or instructional design expert.

I had a problem that needed solving: how to create better e-learning programs so that learning and retention were improved for every learner.


An Interesting Statistic

Ages 63-78: 63 million / 10%

Ages 44-62: 80 million / 46%

Ages 32-43: 46 million / 29%

Ages 13-31: 78 million / 15%

Generations in the U.S. Workforce:

What does this data imply?


What We Wanted To Do. Improve our e-learning by targeting

our approach to specific learning audiences.

Some e-learning is taken by businesses spanning multiple generations.

But who? Where? How many? And what do they need?

Who? Where? How many? What do they need?


Where We Started.

Focused on Five Generations:

• “The Silent Generation” (born 1930-1945)

• “The Early Baby Boomers” (born 1946-1954)

• “The Late Baby Boomers” (born 1955-1964)

• “Generation X” (born 1965-1976)

• “Generation Y” (born 1977-1995)


The Silent Generation (Born 1930-1945)

As Workers: • Conservative and fiscally prudent with a strong work ethic.

• Loyal to employers and trusting of the “chain of command.”

As Learners: • Appreciate recognition and acknowledgement of their

experience.

• Require hands-on instruction when learning new technology.

• Perform well in focus groups and collaborative learning.


The Early Baby Boomers (Born 1946-1954)

As Workers: • Have a strong desire to advance their careers even as they

prepare for retirement.

• Want to contribute, and feel that interesting, impactful work is more important than an impressive job title.

As Learners: • Prefer straightforward, linear structure in training, where

subjects build on each other.

• Prefer instructor-led training to technology-based training or distance learning.

• Are willing to engage in and complete learning activities.


The Late Baby Boomers (Born 1955-1964)

As Workers: • Tend to relate better to Generations X and Y than

previous generations.

• Are socially conscious, and want their workplace to reflect that.

As Learners: • Overall, Baby Boomers are the most highly-educated of

all five generations.

• Are comfortable in a distance learning environment with an instructor, but less comfortable with pure e-learning.


Generation X (Born 1965-1976)

As Workers: • Witnessed the beginning of the technology boom, and were the

first to embrace the personal computer.

• Are cynical of politics and corporate America.

• Pride themselves on being independent and self-sufficient.

As Learners: • Embrace technology-based training, but would prefer an instructor

to be involved at some point.

• Rely on but are skeptical of e-learning technologies that leverage social media.

• Appreciate learning techniques that mimic “screen media” (television and movies).


Generation Y/“Millennials” (Born 1977-1995)

As Workers: • More than twice the size of Generation X, so will move into

management positions more quickly.

• Socially and environmentally conscious.

• Seek strong career mentors.

• Are accustomed to instant gratification.

As Learners: • Prefer “just-in-time” and discovery learning.

• Are as fluent in desktop technology and Generation X and more fluent in mobile technology than any previous generation.

• Leverage social media for collaboration and teamwork.


What We Wanted To Know. What is the true generational makeup

across the organization, and what learning styles do they prefer?

What is the true generational makeup within individual businesses, and what learning styles do they prefer?


What We Decided To Do.

Developed a Learning Style Preferences survey:

A fun, non-threatening approach


What We Decided To Do. Content Presentation:

• Text Only

• Text and Audio

• Text, Audio, and Animation

Navigation:• Linear

• Linear with Optional Content

• Non-linear

Activities/Interactions/Assessments:• Simple, Fact-based Q&A

• Situational Scenario-based Q&A

• Practical Simulations


What We Decided To Do. Visual Elements:

• Animated presentation enable learning

• Animated presentation distract from learning

Theme:• Unifying themes contextualize learning

• Unifying themes distract from learning

Identify Generational Group

Identify Aetna Business Group



Survey results were collected in a Web-enabled QuickBase database.

Survey results were exported to Microsoft Excel and reformatted as a pivot chart.


What We Learned. Establishing a Baseline:

• I learn best through a combination of text, graphics, presentational animation, and narrative audio

• I prefer to demonstrate my knowledge through simple questions and answers/"Knowledge Checks“

• I like a course to have a specific beginning and end

• Animated presentations of information hold my interest, direct my attention, and help my learning

• A visual story line/theme helps me make sense of the content and learn better

This will satisfy your simple

majority …

but then what?


What We Learned.

0

50

100

150

200

250

300

350

Age 12-30 (born 1977-1995/ Generation Y)

Age 31-42 (born 1965-1976/ Generation X)

Age 43-52 (born 1955-1964/ The Late Baby Boomers)

Age 53-61 (born 1946-1954/ The Early Baby Boomers)

Age 62-77 (born 1930-1945/ The Silent Generation)

PM/DM

Text/Audio/Animation

Text/Audio

Text Only

Course ALC (All)

Count of Content

Business ID Generation ID

Content


What We Learned.

0

50

100

150

200

250

300

350

400

450

500






NACO: Call/Claim and PSS

Text/Audio/Animation

Text/Audio

Text Only

Course ALC (All)

Count of Content


Content


What We Learned.

0

20

40

60

80

100

120

140

160

180

Age 12-30 (born 1977-1995 / Generation Y)

Age 31-42 (born 1965-1976 / Generation X)

Age 43-52 (born 1955-1964 / The Late Baby

Boomers)

Age 53-61 (born 1946-1954 / The Early Baby

Boomers)

Age 62-77 (born 1930-1945 / The Silent

Generation)

RBCO: Customer Service Representative

Simple Questions

Practical Simulations

Case History/Practical Examples

Course ALC (All)

Count of Content


Activities


What We Learned.

0

50

100

150

200

250

300

350

400

450

500






NACO: Call/Claim and PSS

No Set Path

Linear Path with Options

Linear Path

Course ALC (All)

Count of Content


Navigation


What We Learned.

0

20

40

60

80

100

120

140

160






RBCO: Call/claim and PSS

No Set Path

Linear Path with Options

Linear Path

Course ALC (All)

Count of Content


Navigation


What We Learned. Digging Deeper:

• The Silent Generation and both Baby Boomer generations rely increasingly on audio-only presentation.

• While they prefer media-driven presentation as a general rule, Generation X is skilled at and often prefers to scan text only presentations.

• Generation Y prefers to learn through practical simulations, but only when time allows. Otherwise, they rely on collaborative tools.


What We Learned.

Digging Deeper:

• Generations X and Y may be open to non-linear content presentation.

• Learning styles are upwardly compatible by one generation, but not downwardly compatible.


What We Changed.

Animation Control: Learners can rewind, pause/play, or skip through they key frames.


What We Changed.

Closed Captioning Display Size:A full and functional text area for closed captioning for improved scannability.


What We Changed.

Closed Captioning Font Size: • Closed captioning area includes font size changer

(ASO L&P)Improving usability and accessibility of the closed captioning area.


What We Changed.

Audio Emphasis:

Increased narrator and character audio and improved quality.


What We Changed.

Content Format Expansion: • Switch to just-in-time learning for some content

through a performance support tool. E-learning does not manage content, but instead focuses on demonstrating use of performance support tool and providing practice opportunities.

• Implementing threaded discussion groups, blogs, and Wikis to create collaborative learning opportunities.

Leveraging new technologies to accommodate new learning styles.


Sources. Karl M. Kapp, Gadgets, Games and Gizmos for Learning: Tools and

Techniques for Transferring Know-How from Boomers to Gamers.Julie Coates, Generational Learning Styles.

Linda Gravett and Robin Throckmorton, Bridging the Generation Gap.

Mary Beth Norton, et al., A People and A Nation.

David Coupland, Generation X (fiction).

http://www.thiagi.com

http://www.rainmakerthinking.com/pdf%20files/mix2007.pdf

http://fpd.gsfc.nasa.gov/diversity/GenerationalDiversity.pdf

http://www.globallead.com/WeConnect/Oct05/ageofchange.html

http://www.time.com/time/arts/article/0,8599,1731528,00.html

What Generational Diversity Means to e-Learning

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