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From managing and controlling learning …

                                 … to enabling and supporting learning




      Jane Hart
Centre for Learning &
    Performance
    Technologies
  www.C4LPT.co.uk
C4LPT, 2011   2
C4LPT, 2011   3
"Social Business" is not about technology, or about "corporate culture." It
is a socio-political historical shift that is bigger, broader and much more
fascinating.

A new perspective is changing how we think about society, politics,
interpersonal relationships, science, government and business. New
approaches are emerging. Learning and self-expression are exploding.
Values are changing. Leadership is changing. The economy is changing.
Change itself is changing — it is accelerating and becoming the norm.

Business structures founded on command and control, automation and
process are giving way to structures that are less hierarchical and more
dynamic, designed to engage people's hearts and minds to make a
difference in the world. ”

                           Social Business doesn’t mean what you think it does
                                                Deb Lavoy, 7 September 2011
Command and Control




Encourage
   and
 Engage
C4LPT, 2011   6
5 categories of Use of Social Media

                         Intra-
                     Organizational
                       Learning

                        Group
                       Directed
                       Learning
       Formal          Personal           Accidental &
     Structured        Directed           Serendipitous
      Learning         Learning             Learning

   Formal Learning            Informal Learning
Consumerization of IT


              “Today already 47% of business technology users
              at North American and European companies report
              using one or more website(s) to do parts of their jobs
              that are not sanctioned by their IT department.
              We expect this number to grow to close to 60%
              in 2011 as frustrated workers work around
              IT to self-provision technology”

                  How democratization of technology empowers employees, Forrester, 2011




C4LPT, 2011                                                                               8
Consumerization of Learning


               “between one-third and two-thirds of your
               employees are meeting their needs
               by working around you”


                      Jensen & Klein, Blind Spots, CLO Magazine, April 2011




C4LPT, 2011                                                                   9
How can IT and L&D deal with
                 these growing trends?
C4LPT, 2011                                  10
What would your response be?

   Command & Control        Encourage & Engage

• Ban it –             • Embrace it –
  it’s disruptive        it’s a key part of learning

• Ignore it –
  it’s not important
C4LPT, 2011   12
who is using these tools?
  how are they using them?
  what can L&D do to support
  a broader approach to
  workplace learning?




C4LPT, 2011                    13
Who?




              Smart Workers




C4LPT, 2011                   14
IMPROVING PRODUCTIVITY
                                                       FINDING & USING
                 Personal      Finding content             CONTENT
   Team        productivity
productivity

                                                            Keeping up
                                                              to date
                                                             with new
                                                             content




                                                              Sharing
                                                               links,
                                                             resources
                                                              & ideas

                              Co-creating
                               content
       JOINING & BUILDING                        CREATING & SHARING
 NETWORKS & COMMUNITIES
C4LPT, 2011                                           CONTENT     15
8 key features
how the Smart Worker
works and learns
today


 …and what this
 means for L&D
C4LPT, 2011            16
1 - The Smart Worker :
              recognises she learns
              continuously as she does
              her job



                  “today’s work environment doesn’t
               tolerate learners stepping out of their
              workflow to learn unless it is absolutely
                                        vital to do so”

                                   Gottfredson, 2011




C4LPT, 2011                                          17
1 - The Smart Worker : recognises she learns
continuously as she does her job

       Command & Control                 Encourage & Engage

 • Learning only takes place in a   • We value informal learning and
   classroom or in a course           want to support people learn
   delivered from our LMS,            continuously – in the workflow.
   where we monitor and track it. • We make all our (non-
 • Any learning outside training is   compliance) learning resources
   not of any interest to us          available on the intranet for
                                      people to use as they wish. We
                                      only use lite tracking to ascertain
                                      useful resources.

C4LPT, 2011                                                           18
2 - The Smart Worker :
 wants immediate access
 to solutions to his
 performance problems



 “People don’t want to study a
 problem they want to solve it.”




C4LPT, 2011                        19
2 - The Smart Worker : wants immediate access to
solutions to his performance problems

      Command & Control               Encourage & Engage

• Performance problems can         • We create more performance
  only be solved by training         aids (in diff formats: PDfs,
  solutions.                         screencasts, etc) than courses
• The only valid solutions are     • We realise we can’t create
  those created/delivered by         everything people need and
  L&D.                               don’t reinvent the wheel – so
• We ban access to social media      we help people find useful,
  resources - just to make sure.     trustworthy resources on the
                                     Social Web

C4LPT, 2011                                                       20
3 - The Smart Worker :
 is happy to share what
 she knows




C4LPT, 2011               21
3 - The Smart Worker : is happy to share what
she knows

      Command & Control              Encourage & Engage

• The only valid solutions to     • We can’t possibly create
  performance problems are          everything people need to do
  those created/delivered by        their jobs
  L&D                             • Let’s tap into this growing
• We can’t let people create        phenomenon of sharing
  content, it might include       • We will help/provide the.
  incorrect information or they     platform to enable/support
  might abuse the system            this
                                  • Content is moderated by the
C4LPT, 2011
                                    group – not us.              22
4 - The Smart Worker :
              relies on a trusted
              network of friends and
              colleagues




C4LPT, 2011                            23
“I’ve learned more in the last few
              weeks by monitoring this
              community than I have in the
              past year in class….. It’s an
              amazing group – I have seen
              discussions on questions I hadn’t
              thought about and received
              pointers towards great articles.”




C4LPT, 2011                                        24
4 - The Smart Worker : relies on a trusted network
of friends and colleagues

      Command & Control                 Encourage & Engage

• Public social networking sites     • We will help people to build
  have no value, they are time-        external Personal Knowledge
  wasters, so are banned               Networks on social networking
                                       sites.
• We will set up an internal         • We will help groups and teams
  social network so that we can        set up internal spaces so that
  track all the discussions taking     they can support one another
  place and make sure people
  are contributing the right stuff
  & learning from it.
C4LPT, 2011                                                         25
5 - The Smart Worker :
              learns best with and from others

C4LPT, 2011                                      26
5 - The Smart Worker : learns best with and from
others

      Command & Control               Encourage & Engage

• We will add “social” to the      • We cannot force/enforce social;
  blend.                             we can only help to provide a
• We will implement a social         framework for conversations
  LMS where we can ensure            and discussions to take place
  everyone contributes and         • Social learning doesn’t just take
  make sure everyone is learning     place in formal courses, so we
  on courses.                        encourage anyone to set up
• Trainers (only) can create         online social learning
  social learning communities.       communities on our collab
                                     platform.
C4LPT, 2011                                                        27
C4LPT, 2011   28
6 - The Smart Worker : keeps up to date
              with his industry and profession




C4LPT, 2011                                        29
6 - The Smart Worker : keeps up to date with his
industry and profession

      Command & Control                Encourage & Engage

• Only CPD programmes are          • We will help people with their
  valid.                             Personal Knowledge
• We will allow people to attend     Management (PKM): to find
  one professional conference a      blogs and other resources, as
  year. We may pay for industry      well as set up filters to deal with
  magazines.                         information overload, etc
• All internal communications      • We encourage the curation of
  will come from us.                 content for dissemination
                                   • We encourage sharing of
                                     knowledge in other ways.
C4LPT, 2011                                                          30
7 - The Smart Worker :
constantly strives to
improve her productivity




C4LPT, 2011                31
7 - The Smart Worker : constantly strives to
improve her productivity

      Command & Control              Encourage & Engage

• Only network systems, tools     • We encourage the use of
  and devices are to be used.       personal tools and devices
• We train people how to use      • We help with workflow audits to
  these systems effectively and     identify new tools and devices
  efficiently.                      that will aid productivity
                                  • When faced with a perceived
                                    “training problem” we take a
                                    performance consulting
                                    approach.

C4LPT, 2011                                                     32
8 - The Smart Worker :
              thrives on autonomy

                      "Human beings have an innate
                      drive to be autonomous, self-
                      determined and connected to
                      one another.

                      The opposite of autonomy is
                      control. And since they sit at
                      different poles of the
                      behavioural compass, they
                      point us to different
                      destinations. Control leads to
                      compliance; autonomy leads to
                      engagement

                      A sense of autonomy has a
                      powerful effect on individual
                      performance and attitude.“

C4LPT, 2011                                           33
8 - The Smart Worker : thrives on autonomy


      Command & Control                  Encourage & Enable

• No way! We can’t let people        • Learning is a means to an end.
  be in charge of their own            The end is performance.
  learning; how do we know           • What matters is can they do
  they are learning the right          their job - or do it better.
  things.
                                     • If they are self-reliant, we just
• People need to be trained to         let them get on with it and help
  do their jobs, and we need to        them if/when they need it.
  keep track of it to make sure it
                                     • We need to help others to
  is happening.
                                       become more self-reliant too.

C4LPT, 2011                                                           34
Measuring employee learning



      Command & Control                    Encourage & Engage

•    Quantity
•    Test and course completions
•    Social learning activity
•    sLMS


    “Quantity is an antiquated way of
                                        • Quality
    measuring success”                    Performance objectives: How well
                                          are they doing their jobs? Could
                                          they do them better?
C4LPT, 2011                                                             35
Measuring L&D’s service



      Command & Control         Encourage & Engage

Quantity                     Quality of service
• No of people on training   • How well they are able to help
  course                       individuals achieve their
• No of online course          performance objectives.
  completions




C4LPT, 2011                                                 36
bit.ly/janeatll

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From "Command & Control" to "Encourage & Engage"

  • 1. From managing and controlling learning … … to enabling and supporting learning Jane Hart Centre for Learning & Performance Technologies www.C4LPT.co.uk
  • 4. "Social Business" is not about technology, or about "corporate culture." It is a socio-political historical shift that is bigger, broader and much more fascinating. A new perspective is changing how we think about society, politics, interpersonal relationships, science, government and business. New approaches are emerging. Learning and self-expression are exploding. Values are changing. Leadership is changing. The economy is changing. Change itself is changing — it is accelerating and becoming the norm. Business structures founded on command and control, automation and process are giving way to structures that are less hierarchical and more dynamic, designed to engage people's hearts and minds to make a difference in the world. ” Social Business doesn’t mean what you think it does Deb Lavoy, 7 September 2011
  • 7. 5 categories of Use of Social Media Intra- Organizational Learning Group Directed Learning Formal Personal Accidental & Structured Directed Serendipitous Learning Learning Learning Formal Learning Informal Learning
  • 8. Consumerization of IT “Today already 47% of business technology users at North American and European companies report using one or more website(s) to do parts of their jobs that are not sanctioned by their IT department. We expect this number to grow to close to 60% in 2011 as frustrated workers work around IT to self-provision technology” How democratization of technology empowers employees, Forrester, 2011 C4LPT, 2011 8
  • 9. Consumerization of Learning “between one-third and two-thirds of your employees are meeting their needs by working around you” Jensen & Klein, Blind Spots, CLO Magazine, April 2011 C4LPT, 2011 9
  • 10. How can IT and L&D deal with these growing trends? C4LPT, 2011 10
  • 11. What would your response be? Command & Control Encourage & Engage • Ban it – • Embrace it – it’s disruptive it’s a key part of learning • Ignore it – it’s not important
  • 13. who is using these tools? how are they using them? what can L&D do to support a broader approach to workplace learning? C4LPT, 2011 13
  • 14. Who? Smart Workers C4LPT, 2011 14
  • 15. IMPROVING PRODUCTIVITY FINDING & USING Personal Finding content CONTENT Team productivity productivity Keeping up to date with new content Sharing links, resources & ideas Co-creating content JOINING & BUILDING CREATING & SHARING NETWORKS & COMMUNITIES C4LPT, 2011 CONTENT 15
  • 16. 8 key features how the Smart Worker works and learns today …and what this means for L&D C4LPT, 2011 16
  • 17. 1 - The Smart Worker : recognises she learns continuously as she does her job “today’s work environment doesn’t tolerate learners stepping out of their workflow to learn unless it is absolutely vital to do so” Gottfredson, 2011 C4LPT, 2011 17
  • 18. 1 - The Smart Worker : recognises she learns continuously as she does her job Command & Control Encourage & Engage • Learning only takes place in a • We value informal learning and classroom or in a course want to support people learn delivered from our LMS, continuously – in the workflow. where we monitor and track it. • We make all our (non- • Any learning outside training is compliance) learning resources not of any interest to us available on the intranet for people to use as they wish. We only use lite tracking to ascertain useful resources. C4LPT, 2011 18
  • 19. 2 - The Smart Worker : wants immediate access to solutions to his performance problems “People don’t want to study a problem they want to solve it.” C4LPT, 2011 19
  • 20. 2 - The Smart Worker : wants immediate access to solutions to his performance problems Command & Control Encourage & Engage • Performance problems can • We create more performance only be solved by training aids (in diff formats: PDfs, solutions. screencasts, etc) than courses • The only valid solutions are • We realise we can’t create those created/delivered by everything people need and L&D. don’t reinvent the wheel – so • We ban access to social media we help people find useful, resources - just to make sure. trustworthy resources on the Social Web C4LPT, 2011 20
  • 21. 3 - The Smart Worker : is happy to share what she knows C4LPT, 2011 21
  • 22. 3 - The Smart Worker : is happy to share what she knows Command & Control Encourage & Engage • The only valid solutions to • We can’t possibly create performance problems are everything people need to do those created/delivered by their jobs L&D • Let’s tap into this growing • We can’t let people create phenomenon of sharing content, it might include • We will help/provide the. incorrect information or they platform to enable/support might abuse the system this • Content is moderated by the C4LPT, 2011 group – not us. 22
  • 23. 4 - The Smart Worker : relies on a trusted network of friends and colleagues C4LPT, 2011 23
  • 24. “I’ve learned more in the last few weeks by monitoring this community than I have in the past year in class….. It’s an amazing group – I have seen discussions on questions I hadn’t thought about and received pointers towards great articles.” C4LPT, 2011 24
  • 25. 4 - The Smart Worker : relies on a trusted network of friends and colleagues Command & Control Encourage & Engage • Public social networking sites • We will help people to build have no value, they are time- external Personal Knowledge wasters, so are banned Networks on social networking sites. • We will set up an internal • We will help groups and teams social network so that we can set up internal spaces so that track all the discussions taking they can support one another place and make sure people are contributing the right stuff & learning from it. C4LPT, 2011 25
  • 26. 5 - The Smart Worker : learns best with and from others C4LPT, 2011 26
  • 27. 5 - The Smart Worker : learns best with and from others Command & Control Encourage & Engage • We will add “social” to the • We cannot force/enforce social; blend. we can only help to provide a • We will implement a social framework for conversations LMS where we can ensure and discussions to take place everyone contributes and • Social learning doesn’t just take make sure everyone is learning place in formal courses, so we on courses. encourage anyone to set up • Trainers (only) can create online social learning social learning communities. communities on our collab platform. C4LPT, 2011 27
  • 29. 6 - The Smart Worker : keeps up to date with his industry and profession C4LPT, 2011 29
  • 30. 6 - The Smart Worker : keeps up to date with his industry and profession Command & Control Encourage & Engage • Only CPD programmes are • We will help people with their valid. Personal Knowledge • We will allow people to attend Management (PKM): to find one professional conference a blogs and other resources, as year. We may pay for industry well as set up filters to deal with magazines. information overload, etc • All internal communications • We encourage the curation of will come from us. content for dissemination • We encourage sharing of knowledge in other ways. C4LPT, 2011 30
  • 31. 7 - The Smart Worker : constantly strives to improve her productivity C4LPT, 2011 31
  • 32. 7 - The Smart Worker : constantly strives to improve her productivity Command & Control Encourage & Engage • Only network systems, tools • We encourage the use of and devices are to be used. personal tools and devices • We train people how to use • We help with workflow audits to these systems effectively and identify new tools and devices efficiently. that will aid productivity • When faced with a perceived “training problem” we take a performance consulting approach. C4LPT, 2011 32
  • 33. 8 - The Smart Worker : thrives on autonomy "Human beings have an innate drive to be autonomous, self- determined and connected to one another. The opposite of autonomy is control. And since they sit at different poles of the behavioural compass, they point us to different destinations. Control leads to compliance; autonomy leads to engagement A sense of autonomy has a powerful effect on individual performance and attitude.“ C4LPT, 2011 33
  • 34. 8 - The Smart Worker : thrives on autonomy Command & Control Encourage & Enable • No way! We can’t let people • Learning is a means to an end. be in charge of their own The end is performance. learning; how do we know • What matters is can they do they are learning the right their job - or do it better. things. • If they are self-reliant, we just • People need to be trained to let them get on with it and help do their jobs, and we need to them if/when they need it. keep track of it to make sure it • We need to help others to is happening. become more self-reliant too. C4LPT, 2011 34
  • 35. Measuring employee learning Command & Control Encourage & Engage • Quantity • Test and course completions • Social learning activity • sLMS “Quantity is an antiquated way of • Quality measuring success” Performance objectives: How well are they doing their jobs? Could they do them better? C4LPT, 2011 35
  • 36. Measuring L&D’s service Command & Control Encourage & Engage Quantity Quality of service • No of people on training • How well they are able to help course individuals achieve their • No of online course performance objectives. completions C4LPT, 2011 36