Presenter: Richard Mench
How do we move from making people smarter to making people better?
- Business value performance over "smart"
How many took a "class" on a mobile device?
- Most learn something
- But only 3 in the room took a class
We learn from mobile devices - don't need a book because we have chosen
The Great Train Robbery - Edison Film (1903)
- 1st film where they moved the camera and edited it
Like most technologies - movies treated like last technology (stage play)
- Set up camera - film plays
- Now we take for granted that we can edit a movie
For mobile - there is a different way to tell a story
Tablets are filling another niche
What else is changing?
- Average tenure of person in a job 25-34: 3.1 years
- Over time - that average tenure goes down with every study
- Also changes with age-range.
What does this mean for training
- High demand
- Perpetual onboarding
+ before: onboard once - work here for the next 40 years
- Also perpetual loss of organizational knowledge
What percentage of knowledge you need to do your job is stored in your own mind?
- How much do you have to look up?
- These days - only 8-10% of information need to do your job in own mind (over 20+ year period - 1986 - 2008)
"I don't remember anything I can look up" - are we going to acknowledge that
Information changes so rapidly - people learning to not internalize information
How do we get people productive as soon as possible?
- We have been training them. eLearning. Reality is - it is a specific tool with specific needs
- Problem compounded by fact that a lot of elearning sucks (no comment)
+ for most - goal to get it over with (continued no comment)
Best thing we can do is make it smaller - right?
There is not a lot of value in putting eLearning courses on smartphones.
- Tablets ... maybe
5 moments of learning need
- 1st time
- want to learn more
- try to remember
- things change
- something goes wrong
Tendency to design learning as if everyone is in the 1st bucket
But most people in 3-5. Need tips / reminders / coaching. The just in time.
- Can't teach everyone everything anymore
- People won't keep info in their head
- Most don't have patience to sit through eLearning course
- Every-day performance support - Google, yelp, GPS, label on water heater
- Google most commonly used performance support tool (now a verb, like Kleenex is a noun)
We have taught people how easy it is to get information
Why Luke became a pro so quickly? he had a mentor/expert
- Taught in context to DO
What mobile devices can be - experts in a bottle
- In context
- Capture expert knowledge or give access to experts
If we look at mobile devices as a methodology - always with you and always on
People don't carry laptops everywhere and don't have them on all the time.
We can use mobile in the in-betweens.
- We have to pass laws to tell people NOT to use mobile while driving
Just in Time
- How long will it take you to forget what you have learned? 60% after only 9 hours (or in my case - much faster). So what does this mean for conventional classroom training?
+ need reminder and reinforcement opportunities
+ generally people don't need info right away - so they have forgotten
Cramming - sometimes do extremely well because the info is fresh.
- But once exam over - info gone and no value.
- Can get away with that in school - problematic in workplace since have to keep doing that job
Mobile devices provide scaffolding
- Zone of Proximal Development - where can do on own vs. where need support / mentor / reminder
- Scaffolding is the support
- Mobile can be used to be the scaffold
(all of this is based on the design. This is not inherent in the tool)
Mobile devices can aid with distributed cognition
- Knowledge distributed among multiple people
- Social media about distributed cognition
- Result: lots of info we don't carry - around anymore (example: phone numbers, how many do you know?)
- overlay of peformance support on reality
- One example BMW Augmented Reality Glasses (not mobile - but demonstrates what Augmented reality is)
- How do we learn most often?
+ We learn in context with others, as we live and work - Jay Cross
- Mobile devices allow you to learn in the same environment in which you are going to behave - situated cognition
How do we teach people this way?
- Biggest challenge we have - much of what we learn about how we learn is based on linear model
- Performance support is NOT LINEAR
We don't know what they need to know or the situation they are going to be in
Non-Linear Instructional Design
- Context-independent content
- Create very small module
- Content needs to make sense regardless of role
- Neutralize the language (what does this mean?)
- Minimize interactivity - in a mobile environment, they are looking to apply immediately (so the interactivity is in the environment)
- Replace learning objectives with What's In It For Me (which we need to consider ANYWAY)
(comment about moving it into our traditional models - but is that really necessary?)
Next challenge - not just about the content
- Matching tool for mentoring - Abbott labs
+ Used eHarmony as model
- O2 Mobile coaching
+ Video-conferencing on tablets
+ Some recorded coaching
- Mayo Clinic - microsharing for physicians
+ Tool used internally to open dialogs and ask questions
+ Just-in-time knowledge support for unusual diagnosis
+ Twitter style social messaging interface. Using Socialtext.
Allergy Radar - mobile app
- reads barcodes and gets information on ingredients
- has journalling function - how do you feel? photos of what ate or rashes etc
- No real "learning": component. But performance support
+ (but may be learning about how you react to things)
When do you need "mobile" performance support
- When training isn't enough
- Performance immediate
- Content more problem-solving
- Occasional use
- People rather jump right in
- Content hard to retain or doesn't have to be retained.
As a designer - what is the audience going to like?