As workforce composition & expectations change, the role of L&D is evolving – creating leaner and more agile organisations

The world of learning and development is changing fast

Technology at our fingertips

Technology is driving users’ learning expectations as consumers

  • Tech-savvy: Users increasingly comfortable with technology – the focus is on its application
  • Ubiquitous: BYOD (Bring Your Own Device) – learn any time, any place, anywhere
  • Instant: Just-in-time answers to “I need to know about this – now!“. Traditional training and e-learning is often delivered too early – thereby lacking context – or too late, as a corrective action once errors are identified
  • Transactional / Ephemeral: I’m busy, multi-tasking – I don’t need to know everything, just the answer, quickly – to fix the immediate need and move on
  • Engaging: Learning as infotainment – ‘training’ can be dull/forgettable
 “Change before you have to” (Source: Jack Welch)

Demand for appropriate skills and behaviour is ongoing

Pointing hand - demand

As organisations strive to achieve efficiency, effectiveness & customer satisfaction the demand on L&D functions and practitioners to ‘grow’ individual and team capabilities is intense

  • Competence: Operational skills to do things right and shorten cycle times
  • Compliance: Meet regulatory requirements and CSR
  • Employee Satisfaction & Retention: Engaged employees stay longer churn costs are reduced
  • Growth: Broaden perspective to do the right things and encourage leadership
 “Organizations with an average of 9.3 engaged employees for every actively disengaged employee in 2010-2011 experienced 147 percent higher earnings per share (EPS) compared with their competition in 2011-2012” (Source: 2013 Gallup “State of the American Workplace” survey)

The Emphasis of Learning and Development is shifting

Results dashboard

Leaders and L&D practitioners need to demonstrate measurable improvements:

  • Performance: behaviour change increasing effectiveness & efficiency
  • Focus: on organisation needs, key set-pieces, best practice & return on investment
  • Quality: Doing the right things as well as doing things right
  • Context: Providing a joined-up user experience for learning needed for daily tasks
  • Innovation: Continually improving content and processes
  • Sourcing: Increasing flexibility with blended full-time, part-time and freelance workforce arrangements
 “43% of the US workforce will be freelancers in 2020” (Source: via Accenture: Intuit Forecast: 7.6 Million People in On-Demand Economy by 2020,” (Source: Intuit press release, August 13, 2015.)

Continuous Learning is Required

Improved Apps help create self-learning environments to maximise personal and organisational success

Continuous Learning

  • On-DemandImproved Help provides an ‘always-on’ in-app coach, delivering curated, best-practice help and self-learning content – just-in-time, when the user chooses to launch help
  • Ubiquitous: Improved Help is available to all organisation stakeholders, at the point of need, at any time – across Salesforce user experiences, on any Salesforce-supported device or browser
  • Curated: Created and refined by subject-matter experts, with closed-loop feedback for continuous improvement
  • Lean:
    • Improved Help enables subject-matter experts (SMEs) within the business to deliver the essentials as bite-sized, set-piece chunks – cross-referenced to further information for more detail or further learning
    • Reading Lists: enable creation of concise, in-app standard operating procedures, play-books, micro-content
    • Help Resources: bring existing content into context – signposted, with use case specific usage notes to avoid the ‘noise’
  • User-Centric: Help Domains allow conditional content by user type – to provide alternative help for partners or self-service customers for the same fields that internal staff and associates might see
  • Context-sensitive: Data-driven filters allow presentation of conditional content, based on record data
  • Prioritised:
    • Improved Help enables differentiation of help and training content for Must-Do (compliance ), Should-Do (best practice) and Could-do (hints and tips)
    • Improved NoticeBoard: allows SMEs to push must-see / must act communications to users, to trigger access to changed content

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