Organizations Need Two Dramatically Different Kinds Of Learning

by Claire Schooley.

Organization’s learning leaders hear the words “informal learning” or “eLearning 2.0” and think, “Oh my, now we have to change the way we provide training!” Yes, you may want to make some changes but, more importantly, you need to look at existing learning within your organization and determine what is training and what is education or development. I see two distinct types of learning that are both complementary, but also dramatically different. Today’s knowledge workers need both.

Training refers to the learning that employees access in order to do their job. This includes traditional mandated training for fields like accounting or pharmaceuticals. But a large percentage of training should be the “just-in-time” kind that gives the employees the information or knowledge refresher that they need to continue their work task. This informal learning is driven by the employee and is generally not tracked except to indicate the number of employees who have accessed the sites. Examples include online mentoring, clicking on the “just-in-time” learning related to the work topic for a three-to-five minute learning nugget, accessing the context-sensitive learning built into the application, or clicking on “expertise location” on the intranet to find a person in the organization who has the expertise to help. This kind of training or knowledge seeking requires a good search engine to find a document, PowerPoint, video, blog, wiki, etc. on the organization’s intranet site. A good practice is to make the five to ten-minute learning objects or course components searchable so an employee can find the exact part of a module or course that will provide the assistance they need.

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"Want Loyalty? Get a dog."

Orbitztlc Is customer loyalty a marketing myth? Lester Wunderman thinks so. So does Randy Susan Wagner, CMO of Orbitz.  In her speech yesterday, she spoke about creating deep relationships with consumers, rather than building loyalty.

A few key points that stood out:

  • “The enterprise needs to become not just customer driven, but customer insight driven.”
  • “The more things (read technology) change, the more they stay the same.”
  • "Think like me” is a phrase Randy used to describe discovering a point of connection with your consumer. A human truth. 
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