New Paths to PerformanceEmerging Trends in
Learning and Development
Tom Gram
Global Knowledge
Dan Pontefract
TELUS
1/23/2013 Page 2
Agenda
New business drivers impacting learning
New paths to performance
Questions and discussion
1/23/2013 Page 3
New Business Drivers Influencing Learning
New Learning
Fast
Flexible
Motivating
Timely
On demand
Learner driven
Collaborative
Cost effective
Engagement
Demographics
Culture/Behaviour
Social Workplace
Customer Service
New Business Drivers
Quality
Quantity
Service
Cost
Speed
1/23/2013 Page 4
Informal Learning
Social Learning
Mobile Learning
Gaming and Simulation
New Paths to
Performance
Informal Learning
T
T
T
T
• Doing
• Asking questions
• Receiving feedback
• Discussing
• Observing
• Collaborating
• Researching
• Refining skills
• Coaching others
Expert
Novice
Time
T
T Formal training event
TELUS Definitions
TELUS Confidential7
Classrooms Are Not The Sole Answer
70 20 10
Michael M. Lombardo and Robert W. Eichinger
Center for Creative Leadership
Princeton University
The Career Architect Development Planner
• 70% - real life and on-the-job
experiences, tasks and problem solving.
• 20% - feedback and from observing and
working with role models.
• 10% - formal training.
TELUS Confidential8
TELUS Confidential9
TELUS Learning Definitions
Formal Informal Social
An exchange of ideas
or information characterized
by friendly interaction, providing
supplemental understanding
via personal & professional
networks.
A learning opportunity
without ceremony, atypical
to formal learning,
providing guidance,
expertise or acumen on
the go.
A self contained learning
event, typically scheduled
& tracked, providing a
comprehensive, logical
approach to a topic.
Learning is a connected, collaborative and continuous process.
TELUS Restricted and Confidential10
Connected
Learning
Model
Connected Learning
1/23/2013 Page 12
Informal Learning
Social Learning
Mobile Learning
Gaming and Simulation
New Paths to
Performance
1/23/2013 Page 13
What is it?
• Leveraging social media tools for
learning and performance support
Tools
• Blogs and micro blogs
• Social networks
• Wikis
• Media Sharing
• Discussion
Why it’s important
• Speed
• Information dissemination
• Knowledge creation
• User generated content
• Everyone a teacher/everyone a
learner
Social Learning
1/23/2013 Page 14
1/23/2013 Page 15
4 Ways to use Social Media for Learning
Formal Learning
Communities of
Practice (CoP)
Structured communities
used to discuss, share
and learn topics of
common interest
Supporting
Formal Learning
Social Media tools
made available in
conjunction with formal
learning programs
T
Collaborative
Learning
Collaborative learning
activities are an integral
part of a formal learning
program
T
Informal Learning
Integrated in the
Workflow
Social business tools
used in the
accomplishment of
work tasks
TELUS & Social
1/23/2013 Page 17
Attending the Senior Leadership Forum this week
2
Live Webcast Live Buzz-blogging Habitat Videos
1/23/2013 Page 21
Informal Learning
Social Learning
Mobile Learning
Gaming and Simulation
New Paths to
Performance
1/23/2013 Page 22
Mobile Learning
What is it?
• Leveraging mobile devices and
media to enable remote learning
and performance support
Tools
• Smart phones
• Tablets
• Laptops
Why it’s important
• Reach
• On demand/just in time/just enough
• Speed
• Flexible
• Social Learning access
Issue
• Apps or web
1/23/2013 Page 23
1/23/2013 Page 24
Mobile Learning
Digital Learning
and Reference
Content
TELUS & Mobile
TELUS Public26
Mobile Learning, defined
At TELUS, we define
Mobile Learning as
“Learning through
Mobile devices using
Mobile features.”
TELUS Public27
Mobile Learning in action
Incentive badges
Ge
o-t
ag
ge
d s
ma
rtp
ho
ne
Time-released
2
1
3
4
56
7
Scanned-released
On-demand
1/23/2013 Page 28
Informal Learning
Social Learning
Mobile Learning
Gaming and Simulation
New Paths to
Performance
1/23/2013 Page 29
Learning Gamification
What is it?
• Applying game thinking and
mechanics to achieve learning
goals
Types
• Independent vs social games
• Gaming in the learning
• Gaming to reward learning
Platforms:
• Badgeville
• Bunchball
• Big Door
• Mindtickle
Why it’s
Important:
• Engagement
• Demographics
• Motivation
• Effectiveness
1/23/2013 Page 30
1/23/2013 Page 31
Social Game Structure
Social Competition
Challenge LevelsPoint and
Rewards
Learning Content
Learning
Challenges
(Leader board)
1/23/2013 Page 32
Simulations
What is it?
• Immersing learners in simulated
tasks, scenarios and problems
Types:
• System/process
• Behavioural
• Decision making
Why it’s important
• Real world practice
• Rich feedback
• Engagement
• Effective
1/23/2013 Page 33
1/23/2013 Page 34
TELUS & Games
TELUS Confidential36
What is Interactive Learning
Interactive Learning, as defined by
Learning & Collaboration is about applying
game-design thinking in non-
entertainment environments to motivate
change in participant behaviour.
Interactive Learning = Gamification
TELUS Confidential37
Leadership & Games
TELUS Confidential38
Customer Service & Games
Stations inside your store
can be interacted with
Customers walk around
the store and must be
managed
Happy customers convert
to paying customers
Customer indicators
identify the needs of the
customer
New stations can be
bought and upgraded in
the store
TELUS Confidential39
Welcome to TELUS
City. My name is Rita.
I’ll be your guide.
Which location would
you like to visit?
TELUS
Store
TELUS
Office
TELUS
Home
TELUS Confidential40
TELUS Confidential41
TELUS Confidential42
scenarios5
Clients
1. Smartphones
2. Accessories
3. Cross Selling Wireless-TV
4. Defective Device
5. Optik TV
Welcome to
Customer Quest
Informal Learning
Social Learning
Mobile Learning
Gaming and Simulation
Questions/Discussion
1/23/2013 Page 44
Thank You!
@dpontefract
danpontefract.com
ca.linkedin.com/in/danpontefract
@tomgram1
performancexdesign.wordpress.com
ca.linkedin.com/in/tomgram