1. ©click2learn.com, inc., All Rights Reserved, 2000 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. The Convergence of KM and e-Learning ©click2learn.com, inc., All Rights Reserved, 2000 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. ©click2learn.com, inc., All Rights Reserved, 2000 "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. ©click2learn.com, inc., All Rights Reserved, 2000 What’s the big difference?

5. The Convergence of KM and e-Learning ©click2learn.com, inc., All Rights Reserved, 2000 Data Information Knowledge Wisdom The Knowledge Hierarchy It’s all relative

6. The Convergence of KM and e-Learning ©click2learn.com, inc., All Rights Reserved, 2000 Data Information Knowledge Wisdom 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. The Convergence of KM and e-Learning ©click2learn.com, inc., All Rights Reserved, 2000 Data Information Knowledge Wisdom Example  Wisdom  How to reduce inventory  Knowledge  Inventory is too high  Information  Balance sheet  Data  General Ledger transactions

8. The Convergence of KM and e-Learning ©click2learn.com, inc., All Rights Reserved, 2000 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. The Convergence of KM and e-Learning ©click2learn.com, inc., All Rights Reserved, 2000 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. The Convergence of KM and e-Learning ©click2learn.com, inc., All Rights Reserved, 2000 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. The Convergence of KM and e-Learning ©click2learn.com, inc., All Rights Reserved, 2000 Data Information Knowledge Wisdom The Process Formatting Learning Experience Capture Tacit Knowledge

12. ©click2learn.com, inc., All Rights Reserved, 2000 So, what about these “objects?”

13. The Convergence of KM and e-Learning ©click2learn.com, inc., All Rights Reserved, 2000 A knowledge object is defined as a record of information that serves as a building block for a knowledge management system. knowledge object content meta data access rules processing Examples include; facts, concepts, processes, procedures. What is a Knowledge Object?

14. The Convergence of KM and e-Learning ©click2learn.com, inc., All Rights Reserved, 2000 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. The Convergence of KM and e-Learning ©click2learn.com, inc., All Rights Reserved, 2000 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) flow to organizational memory For learning to occur, informational (knowledge) and instructional (learning) objects are necessary. How Do They Fit Together?

16. The Convergence of KM and e-Learning ©click2learn.com, inc., All Rights Reserved, 2000 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. The Convergence of KM and e-Learning ©click2learn.com, inc., All Rights Reserved, 2000 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. The Convergence of KM and e-Learning ©click2learn.com, inc., All Rights Reserved, 2000 System Components  Information  Search/Categorize  Personalization  Performance Support Tools  Learning  Collaboration  Capture Tacit Knowledge

19. The Convergence of KM and e-Learning ©click2learn.com, inc., All Rights Reserved, 2000 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. The Convergence of KM and e-Learning ©click2learn.com, inc., All Rights Reserved, 2000 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. The Convergence of KM and e-Learning ©click2learn.com, inc., All Rights Reserved, 2000 Converting Knowledge to Learning  Archiving synchronous sessions  Virtual Team Rooms  Mentoring or coaching  Farming discussion forums  Rapid Development Tools  Hybrid curricula

22. The Convergence of KM and e-Learning ©click2learn.com, inc., All Rights Reserved, 2000 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. The Convergence of KM and e-Learning ©click2learn.com, inc., All Rights Reserved, 2000 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 Convergence of KM and e-Learning ©click2learn.com, inc., All Rights Reserved, 2000 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. The Convergence of KM and e-Learning ©click2learn.com, inc., All Rights Reserved, 2000 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. ©click2learn.com, inc., All Rights Reserved, 2000 Thanks! Doug Foster doug.foster@click2learn.com Tom Falkowski tom.falkowski@click2learn.com www.click2learn.com