learning2012

MZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l

Learning Gets Social: The Intersection of Traditional and Social Learning

www.mzinga.com | Feb 2012


Mike MerrimanDirector of Strategic [email protected]: @MerrimanMzinga

Introductions

mailto:[email protected]




A brief Mzinga overview (The 36,000 ft view)

Market SaaS social software, services and analytics

Solutions HR & Learning, Customer Education & Support, Marketing

Experience 40M users & 15,000 communities under management

# of Customers 350+ clients

Sample Customers


Topic

The challenges you’re facing

Social learning: How you can change the playing field

Use case examples

Q&A

Today’s Agenda.


Today's workplace is diverse, distributed and full of context

shifts. Companies with existing investments in learning will

look to squeeze even more value from this expenditure.

“”

More techniques and technologies will emerge

that incorporate social software, and the lines

between learning, talent management and human

capital management systems will continue to blur.

“

”


Forces Changing Learning Dynamics

Changing workforce dynamics

Failure of traditional

learning alone to meet varied learner needs

Increase in social media

adoption

Source: Constellation Research

BusinessDrivers for Social Learning


How can today’s learning organizations rise to the occasion?


Limited resources threaten to reduce training output while at the same time, significant expertise is walking out the door

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#1CHALLENGE


You could…

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• Deliver less training• Deliver less expensive training• Narrow eligibility requirements


Or you could expand your scope by…

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• Including employees, customers, partners & suppliers in co-creating your learning programs

• Rethink “content” to include blogs, discussions, wikis, comments, and empower employees, customers etc… to contribute and co-create


It’s a numbers game

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50% reduction in team?

500% increase in team?

5000% increase in team?


WorkplaceCommunity

PartnerCommunity

CustomerCommunity

Real Life

PublicCommunity

Formal Content

Informal Content

People


You may be investing in “low return” efforts that aren’t moving the bar

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CHALLENGE

#2


You could…

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Keep spending vast sums of money on initiatives to manage, prescribe, and measure


Or you could start spending money to

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• Collaborate, listen, and empower

• Improve communication, drive deeper sharing, and capture expertise


Enhanced efficienciesImproved Productivity

Collaborative learning solutions deliver results

In workplaces with combined formal and social learning, employees…

US Department of Labor

Complete tasks 30% more accurately than with

formal learning alone

Increased Competency

Perform tasks 41% faster than with formal

learning alone

Can gain direct access to

information they typically

spend 12 hours per week

gathering

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“Structured”

Organizationally designed learning content

“Embedded”

Social interactions *within* structured learning

“Amazon”

Social interactions *about* structured learning

“Community”

Social interactions *as* learning

CourseCommen

tsDiscussi

on

Program

Comments

Ratings

Blogs

Discussions

Ideas

New approaches to extending learning value

Courses

Programs


CHALLENGE

Training isn’t always viewed strategically and executives may not recognize your value

You are viewed as a trainer

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#3


You could…

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Try to communicate the impact of your current & previous efforts

Dot every “i” and cross every “t”Be the best “trainer” you can be


Or you could change your focus by…

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• Becoming the plumber instead of the pipe• Teaching your organization to teach• Transforming how you are measured• Becoming a facilitator, producer & mentor• Influencing cross-functional communication

& collaboration— the other 80% of how people work & learn


Whoops, you haven’t invested in your own professional development!

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CHALLENGE

#4


You could…

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Assume this is a fad (you know, like that whole WBT thing) and wait for the good old days to return


Or you could get real and…

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• Start experimenting with new technologies in your personal life

• Ning, Delicious, Twitter, Blogger, Facebook, and on and on and on…


What not to do

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Don’t turn your experiments into formal strategiesGreat to use free tools to get “gut” feel for the tech,

but not so great over long haulModeration?Reporting and analytics?Administration?Seamless and consistent user experience?Single-sign on?Compliance teams?Data feeds…


CHALLENGE

Other departments are “eating your cheese”

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#5


Food for thought…

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87%

13%

Informal Learning Formal Learning

Training groups “own” this

Who owns this?

So… if IT ends up owning the biggest piece of the pie, shouldn’t formal training roll up into IT?


You could…

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Start a turf war laying claim to this new world


Or you could lead the change by…

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• Realizing that corporate walls are melting• Moving the cheese first and eating it yourself• Partnering with others to define strategies• Sharing your learning expertise• Developing new standards and models


But how will that really change the playing field?

(Let’s take a look at some examples)


Grow market awareness

Streamline recruiting & on-boarding• Expand access to talent & establish extended workforce networks• Speed time to competency by making mentors/experts more accessible • Provide ready access to blended new hire and training resources

Improve productivity & performance• Eliminate duplicate work efforts by repeating best practices• Gain up to 30% productivity by blending formal and social learning• Reduce project timelines by 34% through peer-to-peer interaction

Increase satisfaction & retention• Give employees a voice and enable them to provide feedback• Increase knowledge retention by addressing general learning styles • Empower employees to participate in innovation & business strategies

Improved employeeengagement & productivity.

“

”- Steven Brewer, Training & Development Manager at The Philadelphia Insurance

Companies

Today, we use learning and development for both employees and customers, and we'll be extending that to include powerful social interactivity, web collaboration and analytics - all managed from one environment….


Client Business results

Drive effective employee development & cost reductions• An organization-wide, multi-lingual ecosystem to manage learning and

development for 52,000 geographically dispersed employees• 90% reduction in vendors, 60% reductions in training administrators• $10M cost reduction as a result of blended learning adoption

Increase employee & service excellence• Established a corporate university (GUIDE), to deliver core and specialized

training curricula to more than 1700 employees• Gilbane’s corporate focus on education has garnered it national prominence

as one of the leading learning organizations by Training Magazine

Streamline recruiting & career development• An interactive forum where job seekers can find information and resources to

further their career goals• Connect potential employees directly with Monster.com expert, hiring

companies and their peers to plan the next steps in their career path.

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Cases in point…


Improve customer response times• 36% of consumers prefer using websites to get answers to

questions rather than via telephone or email- and 57% are very likely to abandon purchases if they cannot find quick answers to questions.

Drive satisfaction, loyalty & retention• Live chat, peer-to-peer forums, just-in-time customer education

and direct access to experts help customers get answers questions quickly- improving satisfaction and reducing abandonment.

Reduce support costs• Telephone support costs $6 to $12 or higher per contact. • Online chat costs only $5 and is 63% more effective, and web-

based customer self-service costs just a few cents per contact.

Improved overallcustomer experience.

“

”- Michael Harvey, Chief Executive at Monster.com’s CareerOne

We wanted to create an interactive forum where job seekers could find information to further their career goals. It allows our members to connect with both our experts and their peers to plan the next steps in their career path.


Cases in point…

Mzinga Client Business results

Reduced support costs & improve efficiencies• Peer support for Ford owners of the Sync In-car communication system• 11,000 support users and more than 1M message views• Reduced expensive support calls, and improved access to product research

Improved communications with most valuable & influential customers• A private, online community where TIAA-CREF annuity clients can network,

interact, and discuss financial and lifestyle topics• 12,000 members and thousands of online posts by participants• High community retention rates, increased participation in TIAA-CREF

programs

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Questions?


Thank you!

www.mzinga.com l August 2009