1. © 2009 by St. Charles Consulting Group LLC. All rights reserved. Blended Learning: Recipes for Success A perspective on learning from the St. Charles Consulting Group

2. Blended Learning: Recipes for Success An organizational learning strategy with just a couple of ingredients – such as instructor-led classes supplemented by online job aids – can be effective in imparting needed information, but it’s often pretty bland and leaves a lot on the table in terms of learning effectiveness, learner engagement and satisfaction, efficiency and cost effectiveness, speed of content mastery, and ability to leverage content. Overview Especially in the current environment, where learning needs are changing rapidly and where dollars to invest in training are constrained, a blended approach is the only strategy that can deliver what is needed – on time and on budget. In our view, pursuing a blended learning strategy is not a question of whether. It is a question of when and how, and the challenge is to optimize the approach. In contrast, a learning strategy that relies on a rich variety of ingredients can convey the information in a context that also serves to strengthen corporate culture and position the organization for strategic advance. Blending the ingredients in deliberate ways to satisfy specific learning needs can create recipes for unprecedented performance success. 1

3. Blended Learning: Recipes for Success Blended learning is simply an approach to learning that involves multiple modes, or channels, of communication. The “ingredients” are those modes, and there are many different flavors available. Our organizing framework for classifying the potential ingredients of a blended learning solution appear on the next slide. Blended Learning Ingredients 2

4. Blended Learning: Recipes for Success Blended Learning Ingredients Interactive ILT - Centralized Interactive ILT - Distributed Live Lecture/Demonstration Facilitated e-Modules Tutorial On-the-Job Training (OJT) Coaching/Mentoring Webcasts/Webconferences Phone Conference Videoconference Internet Voice Internet Voice & Video Virtual Environments Social Networking Interactive Games/Simulations Location-Based Mobile Chat, IM, Texting, Twittering Email Recorded Video Recorded Webcasts Podcasts Vodcasts Online Self-Paced Courses Online Presentations Animated Modules ("Avatars") Published Content Job Aids, Reference Tools Performance/Decision Support Games/Simulations Collaborative Workspaces Browser-Based Resources Wikis Blogs RSS Feeds Social Sites Mobile Learning LIVEON-DEMAND Face-to-Face Mediated LEARNING 3

5. Blended Learning: Recipes for Success In the broad category of LIVE delivery modes, the traditional instructor-led face-to-face-training mode is still the most prevalent form of learning, but webcasts have also become quite popular and on-the-job learning and coaching are important parts of the mix. In addition, technological advances will continue to spawn new delivery channels. For example, “location-based mobile learning” was not a viable option until the advent of the iPhone (and other handheld GPS-equipped devices). Blended Learning Ingredients In the other main category of ON-DEMAND delivery modes, online courses (generically referred to as “e- learning”) is a channel that many think of when self-paced learning is involved, and embedded performance support (aka “help” systems) has been around for many years. Here, too, technology has opened many new doors – to podcasts and vodcasts, blogs, wikis, and a host of browser-based resources. The essential point is that, as with the elements of a food recipe, certain of these blended learning ingredients work better in some situations than in others and some work together in better combinations than others. 4

6. Blended Learning: Recipes for Success Creating the Blend In determining the optimum blend, the first significant action is to delineate fully the BUSINESS DRIVERS that are behind the learning initiative to begin with and the LEARNING OUTCOMES, or objectives, that will determine success. Once those are articulated, then a number of factors need to be taken into account. We divide these factors into three categories: 1) contextual circumstances, 2) content considerations, and 3) process requirements. The key items to assess in each of these categories are shown in the table on the following slide. 5

7. Blended Learning: Recipes for Success 6

8. With regard to CONTEXTUAL CIRCUMSTANCES, audience obviously is critical – how large it is, how dispersed it is, how extensive the skill gaps are, and so forth. With a large target audience that is globally spread, a live event via webcast or videoconference, for example, is probably not feasible. Instead, e-learning modules in combination with local facilitation and supplemented by a searchable reference database might provide the answer. Similarly, with regard to development resources, if time is short and money is tight, a recorded webcast is a cost-effective and rapid development approach. Individual playback in combination with one-on-one coaching could represent an effective blend. Creating the Blend There is an even longer list of variables to weigh in the categories of CONTENT CONSIDERATIONS and PROCESS REQUIREMENTS. When considering content characteristics, for example, instructor-led training is most effective in circumstances when: developing interpersonal skills, hands-on practice is required, discussion is needed, and/or interactive experience is integral to learning. In the process area, compliance training lends itself to electronic delivery because of the need to track completion rates. The important process point is to be very deliberate in the upfront analysis phase and consider all of these factors before settling on the final blended solution. At St. Charles, we have a detailed decision matrix that we use with clients as a planning tool. Contact us to learn more about this. 7

9. Blended Learning: Recipes for Success SAMPLE RECIPES 8

10. Blended Learning: Recipes for Success Background – A global consulting firm was preparing to launch a state-of-the-art talent sourcing system to streamline the talent sourcing and selection process within the firm. The rollout was expected to result in an increase in employee referral hires, a reduction in time to fill open positions, and a reduction in cost per hire. Recipe #1 – Talent Sourcing Our Approach – There were a number of factors that argued for live training for the majority of system users, including a relatively narrow development window, fairly complex content, and the fact that the rollout was essentially a one-time event. Beyond that, face-to-face live training was selected largely because of the importance of the need for hands-on practice and task simulation. But we created a blend around this. We used a series of conference calls to prepare the SuperUsers who would serve as instructors and, in order to build some foundational knowledge within the larger user group, an e-learning course was developed as a prerequisite to the classroom training. Finally, for groups who only needed to learn small, focused aspects of the system, live webcasts were held that allowed participants to see demonstrations on a shared application. Impact – This relatively simple blend – conference calls, e-learning, live classroom training, and webcasts – resulted in a very successful adoption of the new system. Time-to-proficiency was compressed, and users expressed high levels of satisfaction with the new processes and system functionality. In addition, all of the key business metrics were positive, with a 10% reduction in cost per hire experienced within the first year alone. 9

11. Blended Learning: Recipes for Success Background – A U.S. professional services firm for a number of years had sponsored a live instructor-led program for new experienced hires that needed to be deferred due to cost considerations. So, a decision was made to convert it to a virtual mode of delivery. Recipe #2 – On-Boarding Our Approach – On our recommendation, the client used this as an opportunity to reassess its overall approach to on-boarding all new professionals, and the result was a very creative blend of delivery methods. The overall objective was to integrate strong virtual elements with high touch at the local office level, and the program included: an improved new hire orientation, welcoming phone calls and emails, participation in a national transition team, technology support, local office networking opportunities, virtual learning, individual learning paths, linkage to technical training, learning program recognition events, and milestone giveaways. Impact – The client’s new on-boarding program is well packaged, cost-responsible, and administratively straightforward, and it is designed to minimize anxieties and transition difficulties and to create conditions that are conducive to productivity, career satisfaction, and professional success. The evaluation plan that is in place will look at impact on business performance as well as effects on employee loyalty, commitment, and retention. 10

12. Blended Learning: Recipes for Success Background – A U.S. firm specializing in tax return processing launched a revolutionary new process methodology for completing corporate tax returns. The goal of this methodology was to bring standardization, improve leverage, and streamline the overall process within the firm. Recipe #3 – Process Methodology Our Approach – Given the extent of the challenge, the significant cost considerations, and potentially complex logistical arrangements, we recommended a blended learning approach. In this case, the resulting blend included a combination of: 1) live classroom training for leadership and for the process champions, 2) webcasts for the tax practice as a whole for key messaging, and 3) technical content delivered in the local offices via animated e-modules (created with computer-generated avatars) coupled with hands-on activities led by local facilitators. Impact – The blended learning approach that was adopted resulted in the successful rollout of a new tax compliance services methodology and tool suite to 1,400 tax professionals in 50 U.S. offices in less than a year – a full year ahead of the original plan. The approach was well received by all key stakeholder groups. The content was consistently delivered across the firm, the overall instruction time was reduced, and significant transportation and accommodation costs were eliminated. 11

13. Blended Learning: Recipes for Success Cost Considerations Earlier we touched on the importance of resources – including time and money – to the blend decision, and cost of course is always especially significant. The general rule of thumb is that the more the content is packaged for electronic delivery, the more the upfront costs of development will be. But, if the shelf-life of the content is long, the recurring need to deliver the content is high, and the business impact is significant, an electronic format is likely to have a higher long-term ROI. On the flip side, initial development costs for instructor-led training are often fairly low but, if people from diverse locations need to be brought physically together, the out-of-pocket expenses can become significant. And repeat offerings drive up the cost accordingly. 12 One of the critical cost components, of course, is development time, and some industry averages of development hours it takes to create one hour of finished instructional content appear here: Source: American Society for Training & Development

14. Blended Learning: Recipes for Success Technology Considerations As soon as one ventures into the “e” parts of learning development – whether it be a traditional e-learning course or an advanced computer-based simulation – the question arises, “What tool should I use?” The only easy answer, of course, is, “It depends.” That is because the technology landscape is constantly evolving, and the right answer now could be very different a year from now. At the moment, however, the following vendors/tools are all viable industry leaders: Online Self-Paced Courses – Macromedia Flash, Blackboard ProSites, Adobe Captivate, Articulate Presenter, Macromedia Dreamweaver, Macromedia Authorware, Lectora Publisher, Sumtotal Toolbook Animated Presentations (“Avatars”) – CodeBaby Production Studio Application Simulations – OnDemand, Camtasia Games/Business Simulations – Adobe Director, Macromedia Flash Webcasts/Webconferences – WebEx, MS Live Meeting, Adobe Connect, Blackboard ProSites, Second Life Podcasts – RecordforAll, MixCraft, many others Mobile Learning – Hotlava Learning Mobile Author Social Networking – Second Life, Facebook, LinkedIn, Wikis, Twitter (micro-blogs) Job Aids, Reference Tools – HTML, Flash, iPaper, Adobe Writer Performance Support, Decision Support – Robohelp, Macromedia Flash, Adobe Fireworks CS4, MS Access Call us if you would like to discuss technology options. 13

15. Blended Learning: Recipes for Success Review Pursuing a blended learning strategy is not a question of whether. It is a question of when and how, and the challenge is to optimize the approach. (SLIDE 1) There are numerous potential ingredients in a blended approach, depending on whether the learning content is to be delivered LIVE or ON-DEMAND. (SLIDES 2-4) Certain of these blended learning ingredients work better in some situations than in others and some work together in better combinations than others. (SLIDE 4) The first step is to identify the BUSINESS DRIVERS behind the initiative and the desired LEARNING OUTCOMES. (SLIDE 5) Then a host of variables should be considered, with detailed attention paid to various CONTEXTUAL CIRCUMSTANCES, CONTENT CONSIDERATIONS, and PROCESS REQUIREMENTS. (SLIDES 6-7) In terms of cost, the general rule of thumb is that the more the content is packaged for electronic delivery, the more the upfront costs of development will be. (SLIDE 12) In the world of technology, there are many viable vendors to choose from when planning for development of e-based learning content. (SLIDE 13) 14

16. Blended Learning: Recipes for Success Contact us for more information: 15 St. Charles Consulting Group 1121 East Main Street, Suite 220 St. Charles, IL 60174. Phone : (630) 377-5555 Fax :(630) 443-7047 Email : info@stccg.com