The Convergence of KM and e-Learning

1. The Convergence of KM and e-Learning Driving performance in a knowledge-based economy Doug Foster Senior Learning Technology Consultant Tom Falkowski Director, Strategic Consulting

2. Things to Consider... • We live in a knowledge-based economy • In a knowledge-based economy intellectual capital drives value • Intellectual capital is comprised of: • Skills • Knowledge • Process • Convergence of KM and e-Learning allow you to effectively manage and leverage your company’s intellectual capital

3. "I don't know if e-learning is going to wind up being a subset of knowledge management or knowledge management is going to be a subset of e-learning in two years, but it will be one or the other" -- Clark Aldrich, Gartner Group As quoted in “Traditional Training Fades In Favor Of E-Learning” Internet Week, Feb 7, 2000

4. What’s the big difference?

5. Wisdom Knowledge Information Data The Knowledge Hierarchy It’s all relative

6. Wisdom Knowledge Information Data Quick Definitions • Wisdom • Application of knowledge • Produce desired outcome • Knowledge • Information plus processing • Relevant and personal • Information • Data plus meaning • Data • Raw text, numbers, images

7. Wisdom Knowledge Information Data Example • Wisdom • How to reduce inventory • Knowledge • Inventory is too high • Information • Balance sheet • Data • General Ledger transactions

8. Tacit vs. Explicit • Tacit • 'that part of knowledge that is so deeply buried that you are unable to represent and share it' • Explicit • Fully and clearly expressed; leaving nothing implied. • Fully and clearly defined or formulated • Once you capture knowledge it becomes explicit

9. Learning • To gain knowledge, comprehension, or mastery of through experience or study. • The act, process, or experience of gaining knowledge or skill. • Learning usually refers to knowledge that is gained by schooling and study: “Learning is not attained by chance, it must be sought for with ardor and attended to with diligence” (Abigail Adams).

10. Learning • Learning typically builds on previous knowledge and/or experience • Learning domains • Mental skills • Growth in feelings or emotional areas • Manual or physical skills • Learning experiences • Training • Education • Development

11. Wisdom Knowledge Information Data The Process Capture Tacit Knowledge Experience Learning Formatting

12. So, what about these “objects?”

13. What is a Knowledge Object? A knowledge object is defined as a record of information that serves as a building block for a knowledge management system. content access rules knowledge object meta data processing Examples include; facts, concepts, processes, procedures.

14. What is a Learning Object? • Learning is the process • Information wrapped in learning process • Terminal and enabling objectives • Provides capability for practice • Ability to measure understanding An entity, digital or non-digital, which can be re-used or referenced during technology supported learning.

15. flow to organizational memory How Do They Fit Together? A knowledge object is an element of a learning object; it can become a learning object through experimentation. knowledge object (informational) Instructional process (interaction) Learning object (instructional) For learning to occur, informational (knowledge) and instructional (learning) objects are necessary.

16. The “Holy Grail” • Mix and Match Learning Objects • Reality - difficult to “re-package” • Easier at topic or enabling objective level According to the Instructional Management System(IMS) Project, learning objects will providing a new, modular approach to online education; the foundation for the future of education.

17. A Full Solution Must Provide • Wide access to data • Intelligently formatted data • Filters to allow for relevance and personalization • Ability to act if knowledgeable • Ability to learn if not • Collaboration and mentoring to build experience (wisdom) • Ability to “close the loop” and capture new knowledge

18. System Components • Information • Search/Categorize • Personalization • Performance Support Tools • Learning • Collaboration • Capture Tacit Knowledge

19. Allowing “Learning” & “Doing” to become interwoven • Doing things at internet speed • Just in Time Learning (JITL) • Minimize time gap from new hire to peak performance by allowing training to occur when it’s needed within the process • Great information without knowing what to do with it is useless! • Implementing new processes on the fly through “doing and learning” • Finding information is just the beginning. • Mapping cross functional teams to meet customer requirements • Incorporating collaboration

20. Linking KM with e-Learning • Combine the initiatives • Integrate at the metadata level • Use KM collaborative tools to enhance learning curriculum • Store content or content references in kbase

21. Converting Knowledge to Learning • Archiving synchronous sessions • Virtual Team Rooms • Mentoring or coaching • Farming discussion forums • Rapid Development Tools • Hybrid curricula

22. How do you manage all this? • Start small • Pilot to a controlled group • Grow using grass roots support • Convert “trainers” to “knowledge farmers” • Build a culture of learning • Lead by example

23. Case Study - Cable Company • Need • New product lines “stealing” best CSRs • New promotions every month • Short timeframe • CSRs to turn “problem” into “opportunity” • Current reality • 5 weeks from new hire to on their own • Promo information passed out on paper • Electronic tools ignored - “difficult” • Regional differences - “not relevant” • No measure of “readiness”

24. The Solution • Technology facilitated new hire class • Provides context and concepts • e-Learning Portal • short e-Learning promo modules • CSRs rotated off line • Managers can track “readiness” • Ability to regionalize or specialize • Integration of Knowledge Tool • Ability to collaborate and share best practices

25. To Repeat • Wide access to data • Intelligently formatted data • Filters to allow for relevance and personalization • Ability to act if knowledgeable • Ability to learn if not • Collaboration and mentoring to build experience (wisdom) • Ability to “close the loop” and capture new knowledge

26. Thanks! Doug Foster doug.foster@click2learn.com Tom Falkowski tom.falkowski@click2learn.com www.click2learn.com