user engagement
Whichever way we take it, there is a golden opportunity to use the power of new technologies and techniques alongside fundamental changes to the accessibility of learning, so the average individual gets greatly improved learning outcomes in the workplace. Let’s look at a few ways we can achieve that.
The language of learning As explained above, simply by changing the way we discuss learning, using more positive words and placing learning in front of an individual as something that benefits them, we can greatly improve the engagement level of individuals with learning content. As an organisation, you would still satisfy your mandatory requirements and maintain compliance. So how can we achieve that? First, the naming of your ‘learning space’ is really important. If we were to say ‘Log on to your e-learning catalogue to complete your mandatory courses’, we are not going to get very far. If we were to change it slightly to something like ‘Log in to discover and achieve your full potential’, we are instantly changing the tone to something that students are doing for themselves. The name is something exciting, the message is one for the individual, and it is giving them a benefit. Once in that space, it is important that the tone remains the same throughout. Is your e-learning catalogue called just that? Or do we call it a knowledge base or an achievement centre? Some courses are necessary, especially those relating to compliance. But do we need to use the word ‘mandatory’? Can we use something like ‘things you need to achieve’? It is a really simple change, but it’s something that passes the ownership back to the individual, as well as giving them a sense of satisfaction from their achievements. What about when they have completed the course? Does the organisation issue certificates, or is it all covered in the personal development plan? Individuals love the gratification they get from recognition of their completing something and we must tap into this. It doesn’t have to be the usual ‘has successfully completed module 4’ but we could think about ‘congratulations, you have achieved module 4’. Some would also love to share or highlight their successes and post their achievements on ‘ego walls’ for all to see. Are you catering for these groups in your approach? These are all very small examples, but ones that convey the power of a simple
change. By removing the word ‘learning’ from the equation, we are creating a more positive journey for the individual learner. By seeing and receiving these positive messages while going through their personal journey, they are more likely to repeat a positive experience without prompting. This principle should extend through the communications strategy underpinning the L&D effort. This would unify the tone and create effective communications that draw an end-user into an inviting learning environment.
The technology supporting learning Just as important as the language behind learning, the technology supporting it has to engage with a great user experience. The way we present and disclose information to individuals is an important part of the puzzle and one that can make it easier to increase engagement. With the rise in popularity of portals, and mobile and LMS technology coming
By taking an integrated approach to our learning strategy and solutions, we can ensure that we are incorporating the best elements that will engage the most users
on in leaps and bounds, we are presented with a unique opportunity to maximise their benefit and do something different to benefit our end user. Look at very large organisations and you may start to see where technology can really streamline and benefit the L&D process. For instance, across the globe you could find varying resources, on varying systems and in multiple directories. A user may have to log into a system to book a course, log into another to test against it and then find the follow-up notes in a document store on a server. It is only available to them on their work PC, but if they are in the field all day they may rarely find a chance to take courses and refresh their knowledge. This environment creates a very negative user experience that discourages reuse and negates high levels of engagement. By taking an integrated approach to our learning strategy and solutions, we can ensure that we are incorporating the best elements that will engage the most users. We could, for instance, aggregate the various sources of content into one online portal and using TinCan create the reporting structure that works behind that. It is instantly more appealing for the end-user, knowing they can go to one place and get everything they need. But it also gets easier for the organisation now that everything, including reporting and critical information, is accessible from one place. It is an approach that benefits the entire cycle. We could extend it one step further and instead of being the place you go to learn it could be the one-stop shop for everything you could need in the organisation. Blogs, forums, leader boards, news from the company and so much more could be incorporated into the experience. Practical applications such as the corporate directory, file stores and everything else mean that at every opportunity users are presented with learning opportunities throughout their standard working day. It’s about putting learning in the path of the learner during their everyday activities. If we close the engagement loop with a mobile offering, we can then extend the provision of short-form learning to users, wherever they are. This is particularly useful for large organisations where a number of variables can limit PC access. Mobile is not necessarily the place for full courses, but it is perfect for nuggets of information and job aids for users on the road. Taking a closed-loop approach to the way we distribute our learning can make a big difference and consolidate the experience for an individual. We are no longer simply telling people to learn, but we are putting it to them and exposing them to it at various stages, to encourage learning to become something they not only take ownership of, but enjoy doing. If we couple this integrated approach with the consideration around the
In an individual’s quest for knowledge, we are constantly discovering new things, empowering ourselves through information and improving our career and personal development
e.learning age october 2013
terminology that we use with our end-users, I believe we can make L&D more effective in the workplace. By utilising the technology available alongside the huge amount of innovation in the sector, we can couple this not only with best practice but also the evolution of new approaches as the needs of organisations and individuals change and develop. It is about time that we stopped with the learning and started empowering change and development for people, and that in turn will have a huge impact on our organisations.
André Wigley is CEO of Redware 17
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