Businesses need to adapt quickly to be competitive, and social learning is one of the most effective tools to help. With employees and partners geographically dispersed and constantly on the go, how can you mine the untapped knowledge and best practices in the heads of your audience to benefit the entire organization? Join this webinar to learn how mobile and social learning technologies can be game-changing tools that will make your learning programs more successful. This session will highlight cases across a range of industries. In this webinar, you will: • Learn how mobile and social learning can help sales be more successful. • Identify how social learning technologies can expand your reach and effectiveness. • See how supplementing formal learning programs with informal learning can increase engagement. • Experience the impact social learning has on your workforce’s ability to consume, process and use information.

1. Social Learning —
Mining the Untapped Knowledge
You can listen to today’s webinar using your computer’s speakers
or you may dial into the teleconference.
If you would like to join the teleconference,
please dial 1.408.600.3600 and enter access code 496 870 965 #
You will be on hold until the seminar begins.
#CLOwebinar

2. Social Learning —
Mining the Untapped Knowledge
Speaker: Bill Docherty
Vice President, Product Management
SumTotal Systems
Moderator: Kellye Whitney
Managing Editor
Chief Learning Officer magazine
#CLOwebinar

3. Tools You Can Use
• Q&A
– Click on the Q&A panel (?)
in the bottom right corner
– Type in your question in the
space provided
– Click on “Send.”
#CLOwebinar

4. Tools You Can Use
• Polling
– The poll will appear on the
right side of your screen
– Select the best option for
each question
– Click on “Submit”
#CLOwebinar

5. Frequently Asked Questions
Will I receive a copy of the webinar recording?
YES
Will I receive a copy of the slides?
YES
Please allow up to 2 business days to receive these materials
#CLOwebinar

6. Social Learning —
Mining the Untapped Knowledge
Kellye Whitney
Managing Editor
Chief Learning Officer magazine
#CLOwebinar

7. Social Learning —
Mining the Untapped Knowledge
Bill Docherty
Vice President, Product Management
SumTotal Systems
#CLOwebinar

8. Social Learning
Mining the Untapped
Knowledge
Bill Docherty
Vice President, Product Management
August 21, 2012

9. Agenda
■ Social & Mobile Learning Value Proposition
■ Manufacturing Training
■ Healthcare Training
■ Retail Training
■ Sales Readiness
■ How Can I Get Started?
■ Q&A
Page 8 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL

10. Analytics Mobile Social
■ Analytics – identify the value of initiatives on business performance
■ Mobile – deliver critical business information to mobile/remote users
■ Social – leverage the expertise within and outside your company
Page 9 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL

11. Mining The Untapped Knowledge
■ For many organizations, some of the most valuable information and
experience is locked in the heads of employees
■ Opportunity is to mine that knowledge to the benefit of the rest of the
organization
to find that valuable
Not easy – need to sift through a gem
great deal of dirty rocks…
Page 10 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL

12. Social Learning – What’s The Value?
I am sitting here – how do I
■ Social learning & collaboration is not collaborate with and learn from…
just about individuals communicating
■ Opportunity is to leverage those
interactions for the benefit of the rest of
the organization
■ Further extract value of talent
management investment – transition
from “task tool” to “information
destination”
A colleague way over here in a
meaningful way that is captured
and benefits the rest of the
organization?
Page 11 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL

13. Formal Training Vs Social Learning
Formal Training Social Learning
• Developed by • Developed by anyone
professionals • Segments lasting
• Modules lasting hours minutes
• Delivered by experts • Delivered by anyone
• Pushed and scheduled • Pulled and real-time
• Rigid and controlled • Dynamic and ad hoc
Not a Replacement – It’s Additive
Page 12 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL

14. Key Social Learning Capabilities
■ Activity Rating: Learning
activities can be rated by
completed users and provide
their review of the activity
■ Activity Communities:
Create communities around
a learning activity to share
additional information related
to the activity
■ Topic-based Communities:
Promote informal learning by
creating communities around
a topic and security controls
to determine which users
have access
Page 13 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL

15. Key Social Learning Capabilities
■ Federated Search: Fast
and easy access to data –
be it structured content
(learning activities) or
user-generated content
(discussions, documents
etc). Provide users a “one
stop shop”
■ Make social info easy to
access: expose summary
community information to
users clearly so it is
constantly visible
Page 14 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL

16. Social Learning & Collaboration
Globally-distributed food services Medical Association
company
■ Business Problem  Business Problem
■ Globally distributed workforce  The value of their offering is
without a central system for the limited by “canned” content
sharing of best practices provided by the association.
■ Example Constant requests by customers
■ Creating pizza in China – one to allow users to share
manager found a way to reduce content/expertise
the use of mozzarella and cut cost  Example
of pizza production by 10%  Offering “informal” learning and
■ Had no easy way to share this information can improve the
with peers stickiness of their site
■ Desired Solution  Will become an information
■ A central set of communities of destination and not just for
practice to share best practices learning
■ Available worldwide and around  Desired Solution
the clock  Communities of practice
 Document/content sharing
Page 15 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL

17. Mobile Learning – Value Question
■ Many organizations believe there is value in a mobile solution
■ Challenge is to quantify the business benefit to the organization
Page 16 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL

18. Who is saying what about mobile….
Bersin – Predictions for 2012
Page 17 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL

19. Industry Challenges
Industry
Healthcare Financial Services Manufacturing & High Tech
• Nurses and doctors with limited • Highly mobile workforce of • Line workers and field sales
access to computer Brokers and Agents where with limited access to computer
• High volume of HIPPA, JCAHO revenue generation is paramount • High volume of OSHA and
and OSHA compliance training • High volume of SEC, FINRA and ISO training
• Growing use of tablet devices CFTC compliance training • On-the-job training and
• On-the-job training and • Rapidly changing product and evaluations
evaluations market info • Pressure from channel to deliver
latest information rapidly
Life Sciences Retail Energy & Transportation
• Sales team with need to show • Retail store workers with limited • Mining, drill rig workers and
multimedia content to access to computer airline personnel with limited
physicians while onsite • Store Operations struggling with access to computer
• Rapidly changing product and delivering training in low • High volume of safety and
market info bandwidth environments compliance training from OSHA
• High volume of compliance • On-the-job training and and FAA
training required by the FDA evaluations • On-the-job training and
• High % of young workers evaluations
Page 18 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL

20. Polling Slide – What is the biggest barrier
to implementing a social learning solution
within your organization today?
■ Insufficient budget to implement solution
■ Concerns about security/legality of content
■ No perceived need
■ Organizational culture
■ Inability to make strong business case
Page 19 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL

21. Agenda
■ Mobile & Social Learning Value Proposition
■ Manufacturing Training
■ Healthcare Training
■ Retail Training
■ Sales Readiness
■ How Can I Get Started?
■ Q&A
Page 20 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL

22. Manufacturing - Learning Challenges
■ Several of the top challenges in
training manufacturing
personnel can be addressed
via NextGen learning
Issue Global Metrics
Lack of formal Less than half of manufacturing
education & personnel have any post-high
technology school education and have limited
experience technology skills
Ability to distribute Less than 40% of manufacturing
important safety
and process
organizations can distribute and
track access to critical information
■ Inability to rapidly deliver and track
information updates in less than 24 hours compliance, safety and process
updates
information updates can have
Inability to share Allow management and instructors
best practices to share best practices and reinforce
disastrous effects
those practices in floor personnel
Limited access to Limited computers accessible from
technology manufacturing floor creates a
“training” bottleneck
Page 21 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL

23. Manufacturing – NextGen Learning Value
■ Ability to push safety, compliance and
process updates to large populations Process
quickly and track access Changes
Expand
Reach
Safety
Beyond
Procedure
■ Ensure that manufacturing best Updates
Limited
Computer
Assets
practices are shared effectively
NextGen
■ Expand the pool of users that can be
Best practices
Learning
Increase
trained – bypass limited computer sharing
Compliance
Rates
assets
■ Provide technical and skills training to Investment in
Individual
Rapid
Knowledge
Development Assessments
personnel at a time that is convenient
to their schedule – investment in self-
paced individual development
Page 22 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL

24. Agenda
■ Mobile & Social Learning Value Proposition
■ Manufacturing Training
■ Healthcare Training
■ Retail Training
■ Sales Readiness
■ How Can I Get Started?
■ Q&A
Page 23 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL

25. Healthcare - Learning Challenges
■ Several of the top ten
challenges facing healthcare
workers can be positively
impacted by leveraging
NextGen learning
Issue Survey Metrics
Lack of Less than 50% of survey
advancement respondents indicated their
opportunities organization offered employee
development programs
Lack of mentoring Only 37% felt that their organization
offered opportunities to mentor
others
■ Challenges are even more acute in
Limited access to Only half of employees felt that their
developing countries where
technology organization provided enough infrastructure for online learning is
technology-based training
limited
Lack of training Just over 50% felt that they had
access to job focused training and
only 40% had access to cross
Career Builder's Turnoverx: How to Cure the Retention Problems
training opportunities
Ailing Your Health Care Organization - 2010
Page 24 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL

26. Healthcare – NextGen Learning Value
■ Access to current best
practices, regulations and policies Best Practices
Documents
is key
Regulatory
Policies &
Courses &
Procedures
Docs
■ Optimizing compliance rates
Mobile
■ Ability to quickly and easily assess Learning
Increase
Enhance
the knowledge of the user base Mobility
Compliance
Rates
and remediate to benefit patient
outcomes
Ease Rapid
Continuing Knowledge
Education Assessments
■ Mobile learning initiatives can be
easily tied to continuing education
tracking to optimize that process
Page 25 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL

27. Polling Slide – If you have a social learning
platform or strategy in place today how
would you rate the level of business value
that is provided?
■ High Value
■ Some Value
■ Neutral
■ Low Value
■ No Value
Page 26 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL

28. Agenda
■ Mobile & Social Learning Value Proposition
■ Manufacturing Training
■ Healthcare Training
■ Retail Training
■ Sales Readiness
■ How Can I Get Started?
■ Q&A
Page 27 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL

29. Retail - Learning Challenges
■ Many of the most significant
training challenges facing retail
organizations can be positively
impacted by leveraging
NextGen learning
Issue Global Metrics
Limited training The average retail company spends
investment and less than $100/year on training for
opportunities each employee
Younger Average age of employees in retail
generation of organization is lower than other
employees with industries and these users have
different learning grown up with mobile & social
expectations technology
Limited access to Limited computers accessible in
technology retail establishment and significant
bandwidth constraints
Obarski, A. (2006). Training Retail Employees. The Sideroad
Page 28 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL

30. Retail – NextGen Learning Value
■ Increase “off-the-clock” learning
opportunities cost effectively – can Increase
assist in reducing turnover Engagement
New Product Bandwidth
■ Rapidly push out new product
Information Optimization
information from multiple vendors and
track access
Mobile
Individual Learning
Improve
■
Development
Brand
Engage younger generation to Reduce
Turnover
Awareness
employees with mobile & social
learning
Track Access
Customer
to Stream of
Service
Informal
■ Leverage the bandwidth of mobile Content
Updates
carriers to deliver content – alleviates
need to use valuable and limited
bandwidth in the store
Page 29 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL

31. Agenda
■ Mobile & Social Learning Value Proposition
■ Manufacturing Training
■ Healthcare Training
■ Retail Training
■ Sales Readiness
■ How Can I Get Started?
■ Q&A
Page 30 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL

32. Sales Readiness – Key To Success
■ Most senior executives indicate that their biggest business
challenge is how to effectively manage change across their
organizations while keeping the revenue chart trending up
■ Sales readiness has evolved from a revenue-generating tool used
by individual salespeople to a management platform and
philosophy directing enterprise growth
■ Ensuring that your sales team is product knowledgeable and has
access to product information resources at the point/time of need
can be the single biggest influencer of sales success
Page 31 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL

33. Sales Readiness – Sanity Check
■ Consistency: Can you ensure standards in sales messaging and
execution, and have a repeatable management operating rhythm?
■ Market Responsiveness: Can you accelerate the learning curve
for new revenue streams and rapidly ramp up new
hires, streamline acquisitions and educate partners in a manner
suited to the seller and the situation?
■ Individual Empowerment: Can your people take ownership of
developing, locating and customizing customer-facing sales
assets and engage with strategic selling resources in a brand-
driven, initiative-focused manner?
■ Rapid Mobilization: Is your sales team ready for collaboration and
execution anytime, anywhere?
Page 32 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL

34. Typical Sales Readiness Challenges
 Product information rapidly Great deal of sales readiness
changing and developing formal material provided in document-
eLearning not practical in all cases based format and access to this
information is not tracked
 Field sales personnel not aware of Sales using outdated information
or do not have access to most up to and not representing products
date product information correctly or setting incorrect
expectations with customers
 Sales team is highly mobile and Critical information access not
does not have access to corporate always possible and not easy to
information stores for periods of time locate – lack of responsiveness
to customer
 Changes to product availability and Potential for significant lost
pricing not being provided to sales in revenue in incorrect expectation
a timely manner and access tracked setting and invalid pricing
Page 33 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL

35. Typical Sales Scenario
■ Marie is a new salesperson for Acme Medical Device Company –
she has been with the company only about 6 months
■ Marie is getting ready to meet with an existing physician customer
to review the company’s new line of products
■ Marie had spent time briefing herself on the key new product facts
and messages the night before the meeting
■ After Marie provides his standard product overview the
physician, Dr. Jones, has some clarifying questions
Marie, what are I know that we
the key results of conducted an in-
the efficacy depth study but I
study on this don’t recollect the
new blood results. Let me get
thinner product? back to you on that
Page 34 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL

36. OK, thanks. When is
that product going to Our current target release
be released? I need date is end of December.
availability by end of Let me confirm that date
November or will however
have to find an
alternative solution NOTE: In fact the latest
product briefing indicated
the release date had been
Do you know if the moved up to October
new product will be
compatible with your I can find that out. Just
red blood cell testing give me a few minutes to
device? get my laptop booted up
and check out the product
compatibility matrix
You will need to get
back to me on that
question. I need to
run to another
appointment
■ All this amounts to a near certain lost sales opportunity, due to
■ Inability to respond to product questions in a timely manner
■ Incorrect product information or availability being conveyed
Page 35 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL

37. SumTotal Mobile – Different Outcome
■ Just prior to the meeting, Marie could have
accessed latest product information and
formal training on her smartphone
■ While in the meeting, Marie could have
accessed latest product info very quickly on
her smartphone to answer customer
questions
■ The product, training or marketing teams
could easily access reports to determine
which sales representatives have been
accessing which content
Page 36 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL

38. Polling Slide – What is the key driver
behind your implementation of or interest
in implementing a social learning solution?
■ Demand/expectations across our entire employee base
■ Demand/expectations from our younger generation employees
■ Driven by senior management
■ Concerns about falling behind competition
■ Just a general feeling we should be “doing something different”
Page 37 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL

39. Agenda
■ Mobile & Social Learning Value Proposition
■ Manufacturing Training
■ Healthcare Training
■ Retail Training
■ Sales Readiness
■ How Can I Get Started?
■ Q&A
Page 38 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL

40. Mobile & Social – Getting Started
■ Identify a particular business initiative that
will benefit from mobile & social learning –
get a quick win
■ Identify content that is most conducive to
mobile delivery
■ Determine how you will incent people to
contribute content to the social communities
Key Mobile Capabilities
Offline delivery of SCORM 1.2 content
Ability to deliver/track document-based content
■ Identify vendors that can provide
Multi-language support
a turnkey solution with existing
Manager approvals for course registrations mobile & social learning
experience
Page 39 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL

41. Free Learning Resources
Visit us at http://www.sumtotalsystems.com
Whitepapers
■ 5 Tips on Effective Social Learning
■ The 7 Cs of Social Learning: How Social Learning Technologies Can
Meet Today’s Business Challenges
■ Building a Business Case for Mobile Learning
■ HR Field Guide: 5 Tips to Effective Mobile Learning
■ Next Generation Learning In Practice
Page 40 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL

42. Polling Slide – Where do you gauge the
current demand for mobile learning
amongst users?
■ Users are actively seeking/asking about mobile learning
■ There is interest but not at a level to justify implementing a
solution
■ Very little demand for access to mobile learning
Page 41 - August 21, 2012 – PROPRIETARY AND CONFIDENTIAL

43. Questions & Answers
Bill Docherty
Vice President, Product Management
SumTotal Systems
#CLOwebinar

44. Join Our Next CLO Webinar
Integrating Your LMS and VILT
with Cloud Connector
Tuesday, August 28, 2012
CLO Webinars start at 2 p.m. Eastern / 11 a.m. Pacific
Register at www.clomedia.com/events
Join the CLO Network: http://network.clomedia.com/
#CLOwebinar