1. Embedded Knowledge Resources
Welcome
ICELW 2010
International Conference on E-Learning in the Workplace, New York, USA
Patrick Blum
Author: Dr. Patrick Blum Page 1

2. Embedded Knowledge Resources
Fostering Intrinsic Performance Support
through Embedded Knowledge Resources
Author: Dr. Patrick Blum Page 2

3. Embedded Knowledge Resources
inside Business Group
Business Activities
• Full Service Provider in
Corporate Learning
Consulting, Conceptual Design,
Realization, Integration, Marketing,
Controlling
• Insurance and Finance Industries
• Performance Support,
e-Learning and Blended Learning
 All from one source!
Author: Dr. Patrick Blum Page 3

4. Embedded Knowledge Resources
Organizational Learning
Status Quo
• Learning and working are two highly different and separated processes!
• Informal learning is stil the standard:
- Face-to-face Training
- E-Learning
- Blended Learning
• Knowledge is provided „Just-in-Case“
• Learning severely interrupts work
 The productivity of a knowledge worker is basically zero
 There is a deviation between the learning needs of the knowledge worker
and the learning offer
 The resumption of work is often time consuming and extensive
Author: Dr. Patrick Blum Page 4

5. Embedded Knowledge Resources
Organizational Learning
Change happens
• Integration of learning into the working process
• Provide learning precisely when it is needed in the
quantity and depth required
• Shift from “just-in-case” learning to “just-in-time” learning
Performance Support
Author: Dr. Patrick Blum Page 5

6. Embedded Knowledge Resources
Categories of Performance Support
• External Performance Support
- Printed User Manuals
- Documentation
- Call Center Media disruption!
• Extrinsic Performance Support
- Software-based Help Resources
- Knowledge Management Systems
• Intrinsic Performance Support
Support inside the working environment
- Software Wizards
Author: Dr. Patrick Blum Page 6

7. Embedded Knowledge Resources
Intrinsic Performance Support
Status quo
• Many working processes are assisted by software
• New software systems sometimes provide performance support
Most existing software systems do not provide performance support
• If performance support is provided, only to answer questions like:
- How can I do this?
• Seldom questions like:
- Why does it work this way?
- Are there additional resources?
- Is there any expert who can help?
• Problems:
- Existing software is hardly to adapt to provide performance support
- It is very cost-intensive to re-engineer the software
Author: Dr. Patrick Blum Page 7

8. Embedded Knowledge Resources
Extrinsic Performance Support
Learning-, Knowledge-Management and Performance-Support-System
Knowledge-Centric
View
Recommendation Meta Search
User Contribution
Product-Centric Knowledge Process-Centric
View Resources View
Modifying User Access
System Generated Access
Trends and
Change/Innovation Tendencies „Free“ User Access
Guided User Access
Personal View
Author: Dr. Patrick Blum Page 8

9. Embedded Knowledge Resources
Intrinsic Performance Support
Basic idea for embedded resources
• Centralized knowledge management
• Delivery of knowledge resources of any kind
- Fact sheets
- Slides
- Workflows
- Virtual presentations
- Educational films
- Discussion threads
- Experts
• Embedding of knowledge resources into the existing environment
• Automated update of all knowledge resources
Author: Dr. Patrick Blum Page 9

10. Embedded Knowledge Resources
Intrinsic Performance Support
Embedded Resources
Software System A Software System B
Knowledge Knowledge
Resource 1 LKMPSS Resource 4
Best Practice Slideshow
Knowledge Knowledge
Resource 2 Knowledge Resource 5
Vodcast
Resources Expert
Knowledge
Resource 3
Discussion Software System C
Thread
Knowledge
Resource 2
Knowledge Vodcast
Resource 4
Slideshow
Knowledge
Resource 6
Expert
Author: Dr. Patrick Blum Page 10

11. Embedded Knowledge Resources
Intrinsic Performance Support
Challenges using embedded resources
• Knowledge integrity
• Authorization and data security
• Organization and responsibility
Solutions
• Efficient embedding mechanism
• Role-based knowledge access strategy
• Automated notification system
• Knowledge reference lists and maps
Author: Dr. Patrick Blum Page 11

12. Embedded Knowledge Resources
Summary
• Learning has to be brought to the workplace
• Knowledge has to be provided precisely when it is needed
in the quantity and depth required
• Extrinsic and intrinsic Performance Support
can be provided by one system
• Embedded knowledge resources are a
solution for intrinsic performance support
• Knowledge integrity, data security and organization
are manageable challenges
Author: Dr. Patrick Blum Page 12

13. Embedded Knowledge Resources
Thank you
blum.patrick@inside-online.de
http://www.slideshare.net/blumpatrick
Author: Dr. Patrick Blum Page 13