Using the power of COMMUNITIES to supercharge your learningLisa Minogue-WhiteDirector of Learning Solutions
HOW CUMMUNITIES SUPERCHARGE THE LEARNING ORGANISATION
WHAT MAKES EFFECTIVE
COMMUNITIES
COMMUNITIES TO SUPERCHARGE YOUR CONTENT DEVELOPMENT
COMMUNITY PLAN, LAUNCH AND
NURTURE
THE POWER OF COMMUNITIES
CASE STUDIES
FRANCE TELECOMMEDIABRANDSDELOITTE
CASE STUDIES
FRANCE TELECOMMEDIABRANDSDELOITTE
DELOITTE
TITLE: D STREET - EFFECTIVE ONBOARDING CLIENT: DELOITTE
Collaborative onboardingComplements their formal content, through providing a social layer where people can explore, comment on and feedback on core contentProvides the ability to create communities, personal profile and personalise learning
From New Social Learning, 2nd Edition
HOW CUMMUNITIES SUPERCHARGE THE LEARNING ORGANISATION
WHAT MAKES EFFECTIVE
COMMUNITIES
COMMUNITIES TO SUPERCHARGE YOUR CONTENT DEVELOPMENT
COMMUNITY PLAN, LAUNCH AND
NURTURE
THE POWER OF COMMUNITIES
WENGER AND CoPs
ETIENNE WENGER ON COMMUNITIES OF PRACTICE
“Communities of practice are the basic building blocks of a social learning system… we define with each other what constitutes competence in a given context: being a reliable doctor, a gifted photographer, a popular student, or an astute poker player.
Your company may define your job as processing33 medical claims a day according to certain standards, but the competence required to do this in practice is something you determine with your colleagues as you interact day after day.”
COMMUNITIES NEVER LEFT
70:20:10
INFORMAL LEARNING
LEARNING ECOSYSTEM
THE LEARNING ORGANISATION
COLLABORATIVE ECONOMY
THE TOOLS AT YOUR DISPOSAL
Published by Steve Dale in his blog post ‘New Paradigms For Collaboration & Knowledge Sharing’, www.stephendale.com April 2012
THE RIGHT BALANCE
there is a balance between
individual needs and strategic drivers
COMMUNITIES PLACE IN THE ECOSYSTEM
LEARNING ECOSYSTEM
TALENT MANAGEMENT
PERFORMANCE SUPPORT
STRUCTURED LEARNING
KNOWLEDGE MANAGEMENT
SOCIAL NETWORKING AND COLLABORATION
ACCESS TO EXPERTS Based on The e-Learning Guild Survey Learning
and Performance Ecosystems: Current state and challenges, Steve Foreman January 2015
THE NUTS AND BOLTS OF THE ECOSYSTEM
WHATS HAPPENING IN A LEARNING ECOSYSTEM THAT SUPPORTS SALES
CAPABILITY?
ECOSYSTEM IN PRACTICEWHATS HAPPENING IN A LEARNING ECOSYSTEM THAT SUPPORTS SALES CAPABILITY?
SALES CAPABILITY
Talent Management
Performance Support
Structured Learning
Knowledge Management
Social networking and
collaboration
Access to Experts
WORKING OUT LOUD LEARNING OUT LOUD
NEW L&D SKILLSET
HOW CUMMUNITIES SUPERCHARGE THE LEARNING ORGANISATION
WHAT MAKES EFFECTIVE
COMMUNITIES
COMMUNITIES TO SUPERCHARGE YOUR CONTENT DEVELOPMENT
COMMUNITY PLAN, LAUNCH AND
NURTURE
THE POWER OF COMMUNITIES
THE LEARNING SHIFT
CONTROL CONTINUOUS
CHARACTERISTICS OF A SUCCESSFUL COMMUNITY
PURPOSE
ACTIVE PARTICIPATION
TRUST
INTENSE SHARING
MINIMAL HIERARCHY
SOCIAL ACTIVITY
Communities“form the central
‘sense making‘ elements”
COMMUNITY ROLES
CORE GROUP
COORDINATOR
LEADERSACTIVE
EXPERTS
OCCASIONALBEGINNERS
PERIPHERALLURKERS
TRANSACTIONAL
L&D ROLE
SIFT
SUMMARISE
SORTSUPPORT
PERFORMANCE SUPPORT
SOCIAL LEARNING
ACCREDITATION
CONTINUOUS PROFESSIONAL DEVELOPMENT
EXPERIENTIAL LEARNING
CHOICE ARCHITECTURE
ORCHESTRATION
Learning design becomes a job of
understanding how element
flows to enable transformation
WHAT MAKES AN EFFECTIVE CALL CENTRE?WHAT ARE THE MAIN LEARNING NEEDS?
EXAMPLE – LEARNING IN CALL CENTRES
KEY TOOL 1 – BENEFITS TREE
KnowledgeBenefits
IntermediateBenefits
OrganisationalBenefits
ExternalBenefits
know the role
what customers need to know
ideas sharedimproved
innovation
transfer rates of knowledge increased
knowledge validated
potential rapidly reached
directed training reduced
well learned organisation
problem solving speeded up
shared approaches between buildings
Staff turnover down
improved morale - able to serve
customer
improvement against targets
single contact resolution rates
up
improved processes
closer fit to customer need
very aligned to customers needs
higher quality products and
services
improved responsiveness
customer satisfaction improved
HOW CUMMUNITIES SUPERCHARGE THE LEARNING ORGANISATION
WHAT MAKES EFFECTIVE
COMMUNITIES
COMMUNITIES TO SUPERCHARGE YOUR CONTENT DEVELOPMENT
COMMUNITY PLAN, LAUNCH AND
NURTURE
THE POWER OF COMMUNITIES
EXPLICITPROVEN METHOD, EASY TO TRANSFER
GET THE WHOLE PICTURE
TACITEMERGENT, CONTEXTUAL, COMPLEX
LOCALISATION
Develop once, go global
WHAT TO CAPTURE IN FORMAL CONTENT
Taken from Milton, N (2005) Knowledge Management for Projects and Teams (Chandos)
Complextask
Simpletask
Low codifiability High codifiability
WHAT TO CAPTURE IN FORMAL CONTENT
Play the violin
Ride abike
Whistle
Fly aplane
Manage a
project
Dance awaltz
Build a computer
Build a shed
Cook apizza
Taken from Milton, N (2005) Knowledge Management for Projects and Teams (Chandos)
Complextask
Simpletask
Low codifiability High codifiability
LEARNING SCAFFOLD
Use the software
Apply data to
campaign planning
Convince client to increase
media budget
CASE STUDIES
FRANCE TELECOMMEDIABRANDSDELOITTE
MEDIABRANDS
TITLE: MATRIXCLIENT: INITIATIVE, PART OF IPG MEDIABRANDS
Community owned the learningFormal learning scaffold with social learning providing the context and deep market insightLearning scaffold regularly updated through case studies and customer insights generated by community
PARTNERSHIP AND DEEP DIVE
USING THE COMMUNITY TO QUALIFY THE NEED
THE COMPLETE PICTURE
Increased Market Share
Gap Analysis Appreciative Enquiry
GETTING TO THE REAL NEED
IF YOU WANT TO INCREASE MARKET
SHARE, WHAT DO YOU NEED TO KNOW AND
WHAT DO YOU NEED TO DO?
VALUE CHAIN
Increased Market Share
Customers and market
Processes
Feedback
IF YOU WANT TO INCREASE MARKET SHARE, WHAT DO
YOU NEED TO KNOW AND WHAT DO YOU
NEED TO DO?
VALUE CHAIN
Increased Market Share
Better customer insights Better
product fit
Better delivery quaity
Quicker to market
More referrals and case studies
Product quality
Customers and market
Processes
References
Better market intelli-gence
Learning need
Learning need
Learning need
HOW CUMMUNITIES SUPERCHARGE THE LEARNING ORGANISATION
WHAT MAKES EFFECTIVE
COMMUNITIES
COMMUNITIES TO SUPERCHARGE YOUR CONTENT DEVELOPMENT
COMMUNITY PLAN, LAUNCH AND
NURTURE
THE POWER OF COMMUNITIES
ORGANISATIONAL FLEX INDIVIDUAL FLEX
CULTURE
DISPERSION
CURRENT PROJECTS
MEMBERSHIP PROFILE
OBJECTIVES
EXPLORATION
CONTRIBUTION
MENTORING
LURKING
EXPERIENCE
ONE SIZE NEVER FITS ALL
helping communities - providing a forum for members to help each other solve day to day problems
practice communities - developing and disseminating best practices, guidelines and procedures for use
knowledge stewarding - organising, managing and stewarding a body of knowledge from which members can draw
innovation communities - create breakthrough ideas, knowledge and practices
Any more?.
COMMUNITY TYPES
CONTENT FOR THE
COMMUNITY
CONTENT FROM THE
COMMUNITY
CONTENT FLOW
COMMUNITIES SUPERCHARGING
LEARNING
TOOL TAKEAWAY
commercial benefits
action stage
research, create and nurture stages
targetshow / how oftentop 3 measuresbenefits
HOW CUMMUNITIES SUPERCHARGE THE LEARNING ORGANISATION
WHAT MAKES EFFECTIVE
COMMUNITIES
COMMUNITIES TO SUPERCHARGE YOUR CONTENT DEVELOPMENT
COMMUNITY PLAN, LAUNCH AND
NURTURE
THE POWER OF COMMUNITIES
CASE STUDIES
FRANCE TELECOMMEDIABRANDSDELOITTE
FRANCE TELECOM
TITLE: FRUAD AND REVENUE ASSURANCECLIENT: FRANCE TELECOMCATEGORY: PRACTICE COMMUNITY
Money savedCreated once and contextualisedApplied and validated from front lineExplicit knowledge captured in great contentCommunity provided tacit, validated approach and provided ongoing QA
FRAUD & RA COMMUNITY
2001: €55m 2002: €55M 2003: €55M
2002: €71m
2003: €71M2003: €30M
cumulative cash-flow benefit since March 01: €337M
STEPS
FRAUD ONLINE WORKSTREAMS MENTOR/BUDDY AD HOC SUPPORT CORE NETWORK
01
02
03
04
05
Alerts, news, contact information of fraud
expertise, country analysis
Working together on subjects where there
is no clear policy. Papers produced as
policies - all done via virtual working
Ability to ask questions, debate,
sometimes by regular meetings, mostly by
informal contact when needed
Intensive coaching over short periods
with on-going support. New recruits
up to speed quickly
Production of a proven process with local implementation,
results and experience reapplied to new
projects. Experience in network grows
Q A&
Q & A SESSION