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Podcast 19: Customer Education 101 – With Dave Derington of Azuqua

Talented Learning

WELCOME TO EPISODE 19 OF THE TALENTED LEARNING SHOW! To learn more about this podcast series or to see the full collection of episodes visit The Talented Learning Show main page. EPISODE 19 – TOPIC SUMMARY AND GUEST: On our previous episode , we talked about the increasing popularity of customer success programs among high-growth companies – especially software-as-a-service (SaaS) vendors. But what role does customer education play in this process?

Smarter employee evaluation

Litmos

What do you use as a basis for evaluation of employees? It’s easy to have a simple measure, such as customer rating, and compare employees on this basis. Instead, you should have multiple measures and a clear idea of what ‘acceptable’ is. This requires a nuanced notion of performance, and an associated approach to development. In The End of Average, Todd Rose discussed his experience in overcoming evidence that he was a low-performer.

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50 Ways to Lever Learning

The Performance Improvement Blog

In a learning culture , formal training is just one of many methods used to facilitate employee learning. In a learning culture, we start with the performance goal and then select the mix of methods that will help employees acquire and retain the knowledge, skills, attitudes, and beliefs they need in order to achieve those goals. This is a list of 50 of those methods. to create an experience that is interactive and fun. (My apologies to Paul Simon.).

Want organizational improvement? Adopt a smarter approach to evaluating employees.

Litmos

What do you use as a basis for evaluation of employees? It’s easy to have a simple measure, such as customer rating, and compare employees on this basis. Instead, you should have multiple measures and a clear idea of what ‘acceptable’ is. This requires a nuanced notion of performance, and an associated approach to development. In The End of Average, Todd Rose discussed his experience in overcoming evidence that he was a low-performer.

10 Reasons to Join The eLearning Guild

Web Courseworks

I remember the days when Web Courseworks’ customers did not have online course instructional developers or designers and LMS administrators on staff. Fast forward to present day, companies and larger national associations now have managers and a staff of course developers, most of which have full bachelor’s degrees or at the very least, a 2-year advanced degree or a certificate in web course design. The field of learning and development is always in a state of change.

Where is L&D heading?

E-Learning Provocateur

The topic of the evening was Where is L&D Heading? and some questions were posted through by the attendees ahead of time, while others emerged through the discourse. Here is an overview of my answers, plus elaborations and suggestions for further reading, for each of the questions that was (and was not) asked. Is the race to the bottom on time and price for degrees affecting employers’ perceptions of universities? The moot point of MOOCs.

Top 5 Things Associations can Learn from Corporate Training Departments

Association eLearning

Most associations have provided some degree of member education as part of their mission. And for associations, educational offerings can be a valuable source of non-dues revenue. But with the growth of new learning technologies and with members facing more and more change and a need for continual learning, associations are missing out on an even bigger opportunity. In addition, a corporate university can develop custom learning that is adapted to their industries.

7 big opportunities that MOOCs offer corporates

E-Learning Provocateur

Hot on the heels of my 5 benefits of open badges for corporates , I now present my 7 big opportunities that MOOCs offer corporates. Regular readers of my blog will know that I’m quite the MOOC fan. If you can think of any others, please let me know… 1. Quality content, for free, from some of the world’s most respected educational institutions? Participating in a MOOC forms connections with people outside of your organisation.

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Who Needs Performance Support on Vacation?

ePath Learning

I recently cruised the Caribbean on one of the world’s largest ships. This performance support solution provided an interactive map; up-to-the-minute information on activities; a schedule of booked shows, mealtimes, spa treatments, and excursions; and much more! Supporting your Moment of Need. Imagine that one of your employees is performing a critical, but rarely performed, task on the job. Let ePath Learning’s Pro Services team throw you a life preserver!

What the ACCME Is Saying about Tailoring Your CME Experience

EthosCE

Their standards reflect the values of the educator community and respond to the evolving healthcare environment. As a result, clinicians and teams can drive improvement in their practice and optimize care for their patients. They use real-world practices to help build a community of practice that enables CME providers to learn from each other, continually improve their education, and demonstrate how accredited CME measurably improves healthcare.

eLearning for Travel Agents

TalentLMS

In fact, travel agents are beacons of knowledge on almost any wanderlust routes. Travel agents of today will show you the shortcut to a serene spot. Travel agencies are in a booming business of selling tickets, flight fares, hotel rooms, car rentals, restaurant booking, trekking tickets and much more. Owing to the dynamic and evolving state of data in the tourism industry, the training and instant upgrade can be a challenge.

3 Ways to Level Up your eLearning Games

TalentLMS

G ames in the form of mobile applications or desktop games have successfully merged into the adult learning environment. While eLearning games received a considerable amount of resistance, they have proven their worth through superior learning achievement results. Your car’s GPS trying to get you to become a registered member of the application through badges and icons? Have the learners drag the correct items in the image of the first aid box!

5 Vital Elements of Engaging Microcontent

Obsidian Learning

Employees expect in-house microcontent to be like their experience on Google and YouTube, but customized to the company, and perhaps even their job role. Focus on these five things to meet those expectations when you create microcontent for the people in your organization. Learners not only expect but demand that microcontent be easy to search for, easy to access, and easy to run, see, and interact with on their device of choice. Make it part of a larger program.

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Social Learning: How to Build Conversations into Your eLearning Courses

Mindflash

One of the major problems with eLearning is that people cannot interact with each other. No matter how interactive you make an eLearning course, it is still a matter of a screen delivering content and a person consuming (reading, watching, listening, clicking, etc) that content. In general, eLearning does not afford the benefit of the follow-up question or leaning over to the person next to you and asking, “What did the instructor mean when she said….?”

Proliferating Portals

Clark Quinn

Let’s say you are the Director of a company’s Education/Training department and you want to move more toward information learning. While your department creates online and classroom courses on how to use the company’s main products, you see the need for more advanced-level training. Do you move forward with yet another wiki site and not worry about all of the other internal wiki sites, intranet, and so forth? Tap into the knowledge of your groups.

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50 suggestions for implementing 70-20-10 (3)

Jay Cross

Conversations are the stem cells of learning. Companies need to take advantage of the social nature of learning. Retention will skyrocket, and conversation will mitigate the boredom of most eLearning. Communities of practice. A Community of Practice (CoP) is a social network of people who identify with one another professionally (e.g. designers of logic chips) or have mutual interests (e.g.

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Study: L&D Spending on the Rise

CLO Magazine

Money spent on training rose 12 percent on average in 2012, according to a new study, a sign that, amid greater financial stability, firms are focused on the development of their workforces. 22 Money spent on training rose 12 percent on average in 2012, according to a study by human resources research firm Bersin by Deloitte, a sign that, amid greater financial stability, firms are focused on the development of their workforces. companies spent an average of $706 per learner.

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Should your corporate training strategy move to the MOOC?

Your Training Edge

A company’s training strategy usually comprises of four aspects: Identifying measurable outcomes. Monitoring the effectiveness of the training plan. It is purely based on your business goals and comprises of targets such as increased productivity, reduced attrition, improved customer service, etc. spends approximately $800 per employee annually, but this varies based on the maturity of the organization’s L&D function.

People, Process and Product. P3 in eLearning

TalentLMS

Take charge of your organization’s learning needs before you appoint an external consultant. The best learning solutions developed for any company are the ones with intimate involvement of trainers and managers with the eLearning consultants. Khan (2004) of Khan Academy developed a list of foundational elements that combine to create a complete eLearning framework. People are the stakeholders as well as employees of your organization.

People, Process and Product. P3 in eLearning

TalentLMS

Take charge of your organization’s learning needs before you appoint an external consultant. The best learning solutions developed for any company are the ones with intimate involvement of trainers and managers with the eLearning consultants. Khan (2004) of Khan Academy developed a list of foundational elements that combine to create a complete eLearning framework. People are the stakeholders as well as employees of your organization.

Guff: a conversation in 3 parts. Part 1

Clark Quinn

A: “Yeah, I mean, learning’s learning, and who needs to make a ‘social’ out of it? A: “Oh, so you’re one of those, eh? We’ve got to adapt, innovate, create, we need to be faster than the rest. You’ve got to have the ‘total customer experience’ locked down, and that means optimal execution is just the cost of entry. Thriving is going to require continually introducing improvements: new products, new services.”. A: Looking up from reading. Guff!”.

Jay Cross – Crystal Balling with Learnnovators

Learnnovators

Jay is the Johnny Appleseed of informal learning. Jay has challenged conventional wisdom about how adults learn since designing the first business degree program offered by the University of Phoenix. A champion of informal learning and systems thinking, Jay’s calling is to create happier, more productive workplaces. Jay works from the Internet Time Lab in Berkeley, high in the hills a dozen miles east of the Golden Gate Bridge and a mile and a half from the University.

Action Mapping for ELearning

eFront

You even have an effective community-of-practice style conversations under your courses. The ultimate goal of any eLearning course is to improve employee performance or change their attitude towards their job. A growing organization needs to be a learning organization to meet the challenges of a dynamic market. In this article we explain the benefits of Cathy Moore’s Action Mapping when integrated in the eLearning design. The Four Steps of Action Mapping.

Free L&D webinars for April 2020

Limestone Learning

Many of us are getting a crash course in remote work as we quickly get up to speed on teleconferencing, videoconferencing and the vast array of tools and hacks for virtual teams. The coronavirus may have robbed us of face-to-face interaction, but it can’t rob us of learning. There are tons of free webinars this month to keep you connected with your communities of practice. author, and President of Nelson Motivation, Inc.,

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Free L&D webinars for December 2019

Limestone Learning

A bit of both? Monday, December 2, 2019, 11:00AM – 11:30AM PT: DEMO: Personalized Development Programs: Why Learning Alone Isn’t Enough (Free for ATD members) Today’s work environment creates several learning and development challenges. Are you tired of settling for compliance?

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Five Must-Have Skills for Learning Professionals: An Update

Mindflash

Fueled by a personal quest to avoid professional stagnation and a desire to see our profession thrive, I’ve tried to write about useful, practical, and value-added ideas that learning professionals can put to use in their work today. In a series of blog posts, I plan to provide further detail on each of the five critical skills that co-author Mitchell Levy and I believe learning professionals can put to use right away. It’s no different out of the classroom.

The Challenges of Executive Education

Training Industry

This “anytime, anywhere, any device” trend has entered the world of education. It’s an experience that has made me realize just how many challenges there are in the highly competitive world of executive education. These challenges include the transformation of the traditional learning model, the need to be agile and the existence of communities of practice. Today, we need to know everything, right away, at all times, whenever it suits us.

Summarizing Learn for Yourself

Jay Cross

I just copied a rough draft of my new book, Learn For Yourself , into a free summarizer. It’s all a matter of learning, but it’s not the sort of learning that is the province of training departments, workshops, and classrooms. Most of what we learn, we learn by interacting with others. Sharing is an act of learning and can be considered your responsibility for the greater social learning contract.

JAY CROSS – CRYSTAL BALLING WITH LEARNNOVATORS

Learnnovators

Jay is the Johnny Appleseed of informal learning. Jay has challenged conventional wisdom about how adults learn since designing the first business degree program offered by the University of Phoenix. A champion of informal learning and systems thinking, Jay’s calling is to create happier, more productive workplaces. Jay works from the Internet Time Lab in Berkeley, high in the hills a dozen miles east of the Golden Gate Bridge and a mile and a half from the University.

Informal Learning – the other 80%

Jay Cross

I’ll be leading a series of master classes on informal learning and working smarter in Europe. The people who create the most value are those who know the right people, the right stuff, and the right things to do. It’s all a matter of learning, but it’s not the sort of learning that is the province of training departments, workshops, and classrooms. How many learners believe the subject matter of classes and workshops is “the right stuff?”

Stats on Workplace Learning

Marcia Conner

When I lead education at PeopleSoft a gazillion years ago, I shared with the head of all customer-facing services a copy of Training Magazine ‘s annual numbers issue, published each November (now their November/December issue ). With the popularity of my stats to make the case for social tools in business , post I realized others may also appreciate information on where to find data about learning at work. companies spent an average of $706 per learner.

Role of a Learning Consultant: Insightful discussion imported from LinkedIn

ID Reflections

I am copying a discussion we have been having on LinkedIn as a part of the Training&Development group. The discussion that evolved has been one of the most insightful for me and I thought it should be shared with those who may not at present be a part of the T&D group on LinkedIn. What are some of the primary and secondary functions that a business expects from a learning consultant? 2) Understand the parameters of performance analysis.(KPI's

Informal Learning 2.0

Jay Cross

In the world of business, the era of networks is crowding out the Industrial Age. Network connections are replacing rigidity with flexibility, penetrating internal boundaries and silos and obliterating the walls that have separated businesses from their customers.

5 Ways to Prepare & Be an E-Learning Winner

Rapid eLearning

At the close of the conference, I participated in a panel presentation with some really smart people (not sure how I got invited). It’s usually the result of preparation and opportunity. Because of this, we are usually oblivious to the opportunities that exist.

Highlights From Day Two of the Spring 2011 Chief Learning Officer Magazine Symposium

CLO Magazine

Day two of the Spring 2011 Chief Learning Officer magazine Symposium continued with more innovative learning strategies in Amelia Island, Fla. Bill Whitmore, CEO of AlliedBarton Security Services began the morning with a keynote on how to drive business performance through leadership branding. He mentioned leaders should be expected to drive performance and deliver people and that a brand is a reputation created by behaviors.

Learning to Play by Ear

CLO Magazine

Citi CLO Cameron Hedrick didn’t always dream of becoming a corporate executive. He just loved jazz, and he took care of us,” said Hedrick. I didn’t have the skills for any of the roles in his department, but he connected me with another colleague who took a chance on me.”. At Fidelity, Hedrick was hired as a customer service rep where he had to pass a Series 6 or Series 7 certification exam to trade mutual funds over the phone. The Future of Learning.

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Top 10 eLearning Predictions 2011 #LCBQ

Tony Karrer

Lots of discussion and debate around interesting questions for eLearning professionals. We would welcome lots of discussion. Grows - But Creating "eLearning 2.0 Situated learning (learning within context in a community of practice) grows thanks to augmented mobile reality.