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Workflow Learning: More Just-in-Time-Learning, Less Just-in-Case

Mike Taylor
October 20, 2021

Workflow Learning: More Just-in-Time-Learning, Less Just-in-Case

Employees are busier than ever before. The time spent training is time away from “real work”, and many organizations don’t know how to carve out time for their staff to learn. If we’re being honest with ourselves, we know that people learn a lot more by “figuring it out” on the job and talking to one another than they do from courses on the LMS. Workflow learning is a philosophy based on the idea that people are always learning while they’re working. It connects humans to their work with the goal to optimize business performance. The question we should be addressing is how to help do it more efficiently, connect employees to the right resources, and share their knowledge with colleagues. The good news is that there are now many ways for employees to learn in the flow of work, while at the same time sharing knowledge and building community.

In this session, we’ll introduce you to innovative ways to create an environment that allows employees to learn with and from each other “in the flow of work”, an approach that the modern learner expects more and more. We’ll begin the session with a look at real-world examples that showcase the workflow learning philosophy, (including just-in-time, spaced, and bite-sized learning) and how it can benefit your organization in achieving outstanding business performance. We’ll discuss ways to learn in the flow of work on your own, within your team, company wide, and outside your company walls, and talk about tools and apps you can use to support people in doing this. The best part is that we’ll show you tools that you either already have or can easily acquire with little to no investment of time and money. We’ll look at tools from the Microsoft ecosystem (MS Teams, SharePoint, Yammer, etc.) that allow you to make learning a habit, not a requirement. You’ll walk away with a new perspective and ideas for creative approaches to learning in the flow of work.

Mike Taylor

October 20, 2021
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  1. Workflow Learning
    More Just-In-Time, Less Just-In-Case
    DevLearn 2021

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  2. Matt
    Donovan
    Chief Learning and Innovation
    Officer at GP Strategies
    Mike
    Taylor
    Learning Consultant
    at Nationwide

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  3. What brings you to
    this session?
    POLL/DISCUSSION QUESTION

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  4. Agenda
    What is
    Workflow
    Learning?
    Why should
    we care?
    Workflow
    Learning in
    Action
    Success
    factors &
    next steps

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  5. What is
    Workflow Learning?

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  6. How do you define
    Workflow Learning?
    DISCUSSION

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  7. Not a New Idea
    “Increasingly software will be task
    focused. Support for both task
    performance and learning will
    become an integral part of the
    technological environment”
    – Gloria Geary (1995)

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  8. Ecosystem
    “workflow learning is how
    workers improve performance
    in a business ecosystem.”
    – Jay Cross 2004

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  9. Performance Support
    “Workflow learning is
    embedding learning and
    support in the workflow
    to be accessed while
    doing the work.”
    – Mosher & Gottfredson

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  10. Continuous Learning
    “workflow learning
    reflects a focus on
    continuous learning”
    – Josh Bersin

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  11. Convergence vs. Divergence
    “Learning I need at the
    point of performance.”
    – Matt Donovan (Just now)

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  12. Yes, but what IS it?
    Information Instruction Learning

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  13. Shifting Focus
    FROM
    Formal learning
    Top-down approach
    Learning approach
    Knowledge focus
    TOWARDS
    Informal learning
    Bottom-up approach
    Performance Support
    Skill focus

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  14. 18
    NEW ROLES for the Connected Learning Organization
    MOMENTS OF
    LEARNING NEED
    1. Learn-first time
    2. Learn-more
    3. Apply/Refine
    4. Adjust to change
    5. React to Failure
    EXPANDED LEARNER
    ROLES
    CONNECTED ORGANIZATION
    LEARNING ROLES
    1. Learning Connectors
    2. Learning Bridgers
    3. Specialists for Coaching
    and Mentoring
    4. Information Brokers
    1. Consumer
    2. Moderator
    3. Curator
    4. Contributor
    5. Creator
    6. Collaborator
    Inspiration from: Rob Cross’ Work on Collaboration
    Reference: “5 moments of Learning Need” Gottfredson & Mosher
    EMERGING MOMENTS
    • Innovate
    • Grow for Next Role

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  15. Why should
    we care?

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  16. Average shelf life of
    a business
    competency since
    1984 in years
    30 > 5
    90%
    of Fortune 500 list
    in 1955 are gone
    Average lifespan of
    S&P 500 companies
    dropped since 1920
    67>20
    50%
    in the next 10 years,
    of all S&P 500
    companies will
    disappear from the
    list
    Need for
    Learning
    Agility
    Exponential Organizations | http://bit.ly/expoorg

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  17. The pandemic has
    dramatically increased the
    pace of change.
    A McKinsey survey showed that the pandemic had accelerated the overall adoption of
    digital technologies by three to seven years in just a few months.
    https://www.mckinsey.com/business-functions/strategy-and-corporate-finance/our-insights/how-covid-19-has-pushed-companies-over-the-technology-tipping-point-and-transformed-business-forever

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  18. Course-based learning
    performance degrades
    rapidly over time.
    https://www.ncbi.nlm.nih.gov/pmc/articles/PMC1924649

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  19. Lack of time for training
    LinkedIn Learning’s 2018 Workplace Learning Report
    Average is 1% or 24 minutes/week

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  20. Learners want to learn
    at their own pace.
    94% per Towards Maturity 2019

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  21. Many prefer to learn at the
    moment of need
    94% per LinkedIn Learning’s 2018 Workplace Learning Report

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  22. What do people do when
    they hit a roadblock in a
    task at work?

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  23. “I ask the person beside
    me for the answer.”
    https://blog.fuseuniversal.com/5-things-you-need-consider-to-build-a-really-useful-learning-culture

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  24. Fewer than half of
    respondents said their
    systems facilitate the sharing
    of learning with one another.
    https://blog.fuseuniversal.com/5-things-you-need-consider-to-build-a-really-useful-learning-culture

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  25. “Workflow Learning is
    the democratization
    of learning.”
    – Mike Taylor (Just now)

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  26. Putting the ‘flow’ in
    Workflow Learning

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  27. Work + Flow

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  28. Courses and other
    traditional approaches
    don’t cut it anymore.

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  29. STOCK vs. FLOW
    COURSES
    Dated quickly
    Closed/Isolated
    Slow
    Inflexible
    Expensive
    WORKFLOW
    Dynamic
    Connected
    Quick/Agile
    Flexible
    “Free-ish”*

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  30. Creation
    Knowledge Stocks
    How do these
    get refreshed?
    As the pace of change accelerates, the value
    of any stock of knowledge depreciates faster.

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  31. Creation CONSUMPTION
    Publish
    Push vs. Pull

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  32. Creation CONSUMPTION
    Publish
    Push vs. Pull

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  33. CONVERSATION
    Creation CONSUMPTION
    Publish
    + external
    Knowledge
    + co-creation
    + Curation
    + TACIT Knowledge

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  34. CONVERSATION
    Creation CONSUMPTION
    Publish
    + external info
    +co-creation
    + Curation
    Knowledge Flow
    continually refresh our knowledge by
    participating in relevant flows

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  35. “We can’t participate
    effectively in flows of
    knowledge–at least not for
    long–without contributing
    knowledge of our own.”
    Harold Jarche

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  36. #LTUK19 @tmiket

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  37. How well does your
    knowledge travel?
    IMPORTANT CONSIDERATION FOR EVERYONE!

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  38. What does it
    look like?

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  39. Technology
    Human
    Network
    Individual
    Workflow
    Learning
    Components

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  40. People MUST take
    accountability!

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  41. How many L&D technologies are
    used in your organization?

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  42. Think
    ‘Learning
    Ecosystem’
    https://www2.deloitte.com/content/dam/Deloitte/us/Documents/human-capital/us-human-capital-bersin-lt-litfow-embed-learning_05-2019.pdf

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  43. redthreadresearch.com
    @redthreadre

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  44. redthreadresearch.com/learninglandscapetool
    Interactive Learning
    Technology Landscape Tool

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  46. It Starts With You

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  47. Teamwork Happens Here
    High Velocity

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  48. Company-Wide Visibility
    Conversations & Discovery
    across the org
    Working Out Loud

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  49. Outside The Company Walls
    gateway in and out of org
    Important to learn from outside

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  51. Microsoft Cortana & Viva

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  52. What Do You Think?
    If you think about the core, the inner, the outer, and
    the open loop, what other tools do your employees
    use that you can leverage for learning?

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  53. Goals
    Structure
    People
    Characteristics of a
    Learning Organization
    Create
    continuous
    learning opptys
    Promote inquiry
    & dialog
    Encourage
    collaboration &
    team learning
    Empower
    people toward
    shared vision
    Promote
    inquiry
    & dialog
    Establish systems to
    capture & share
    learning
    Provide strategic
    leadership for
    learning

    Organizational Knowledge

    Organizational Performance
    Adapted from Watkins & Marsick | Sculpting the Learning Organization

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  54. Getting Started
    Meet with your
    team/audience
    Inventory the
    tools/apps
    everyone
    is already using
    Seek out how you
    can connect existing
    tools to augment
    and automate them
    Look for ways to
    enable the flow of
    knowledge/info
    Promote learning in
    the flow of work!

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  55. 59
    A traditional approach
    1. Comprehensive WBT at launch
    2. Job aids
    3. User manual
    EXAMPLE:
    Expense reimbursement
    system rollout
    16

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  56. Example: Expense reimbursement system rollout
    60
    60
    Moment of
    Learning Need
    Trigger Design Consideration
    Learn something
    for the first time
    System rollout
    1. Light system overview
    2. Performance demos of common expense reports
    3. Where to get help for other moments
    Learn/do more of
    something
    60-90 days
    First expense report
    1. Pulse out tips and best practices from peers
    2. Pulse out additional demos
    Apply and refine First expense report
    1. Job aids easily accessible from system
    2. Searchable set of tips and best practices
    3. Peer network/wiki for sharing application and refinement
    practices
    17

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  57. Example: Expense reimbursement system rollout
    61
    61
    Moment of
    Learning Need
    Trigger Design Consideration
    Adjust to change
    New code for an activity
    Need to find a specific code
    1. Job aids easily accessible from system
    2. Help desk support
    3. Peer support network
    4. Searchable set of tips/best practices provided by system
    owner and peer network
    React when
    something goes
    wrong
    Expense report is rejected
    1. Searchable set of “What do I do when X happens?”
    2. Help desk support
    3. Peer support network
    4. Searchable set of tips/best practices
    18

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  58. Apply 5 Moments of Need
    Moment of
    Learning Need
    Trigger Design Consideration
    Learn something for
    the first time
    Learn/do more of
    something
    Apply and refine
    Adjust to change
    React when something
    goes wrong

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  59. – W. Edwards Demming
    It is not necessary
    to change. Survival
    is not mandatory.

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