Remembering is hard. Forgetting is easy. Companies must train employees on policies, procedures, terminology, product knowledge, etc., and employees need to be able to recall this knowledge on the job. Employees have to complete so much training during the year that it is impossible for them to learn and retain everything that is asked of them. Training functions can unwittingly create a tsunami of content that results in almost zero retention. This session shares research on remembering — and forgetting — and identifies techniques that foster long-term retention. It then connects these techniques to games and explains how games can help form long-term memories and business results. Sharon Boller and Steven Boller will share recent research on games and case studies that demonstrate how games can be used for learning. In this session, you will: Identify the potential costs of not remembering. Gain an understanding of research-based learning principles such as spaced repetition, feedback loops and more. Identify the connection between research-based learning methods, serious games and tangible business outcomes.

1. #CLOwebinar
The presentation will begin at the top of the hour.
A dial in number will not be provided.
Listen to today’s webinar using your computer’s
speakers or headphones.
When Remembering Really Matters: The
Power of Serious Games for Employee
Learning and Retention

2. #CLOwebinar
Speakers: Sharon Boller
President, Chief Product Officer
Bottom-Line Performance Inc.
Steven Boller
Marketing Director
Bottom-Line Performance Inc.
Moderator: Sarah Sipek
Associate Editor
Chief Learning Officer magazine
When Remembering Really Matters: The
Power of Serious Games for Employee
Learning and Retention

3. #CLOwebinar
Tools You Can Use
Audio Control
– A dial in number will not be provided.
– Adjust the volume by sliding the
indicator in the Media Player box to the
right.
– Also check your computer’s volume for
external speakers or headsets.

4. #CLOwebinar
Tools You Can Use
Speaker Bios
Resources
Media Player
Q&A
Slides
Twitter
Help
Post Event
EvaluationShare This
Group Chat
HRCI
CLO Webinars

5. #CLOwebinar
Tools You Can Use
Q&A and Live Group Chat
– Enter your first name and initial
and join the live discussion with
other webinar attendees
– Enter technical or content-
related questions into the Q&A
box
– Type your question in the space
at the bottom.
– Click “Submit.”
Q&A
Group Chat

6. #CLOwebinar
Tools You Can Use
Twitter
- Click “Post” in the Twitter widget.
#CLOwebinar
@CLOmedia

7. #CLOwebinar
1. May I receive a copy of the slides?
YES! Click on the resource list located on the top left
portion of your screen.
2. May I review the webinar recording at a later date?
YES! You may log in again using today’s link to review the
presentation on-demand.
3. Is this webinar HRCI certified?
YES! The HRCI certification code will appear in the box to
the right of the slides after the required watch-time has
elapsed.
Frequently Asked Questions

8. #CLOwebinar
Sarah Sipek
Associate Editor
Chief Learning Officer magazine
When Remembering Really Matters: The
Power of Serious Games for Employee
Learning and Retention

9. #CLOwebinar
Sharon Boller
President, Chief Product Officer
Bottom-Line Performance Inc.
When Remembering Really Matters: The
Power of Serious Games for Employee
Learning and Retention
Steven Boller
Marketing Director
Bottom-Line Performance Inc.

10. When
Remembering
Really
Matters
Presented by:
Sharon Boller – President, Chief Product Officer
Steven Boller – Marketing Director

11. Who we are?
Stay till the end: One lucky winner
will receive a Knowledge Guru
“Single-Event” subscription package
for 50 users!

12. What we will talk about….
How easy it is to
forget; how hard it is
to remember.

13. What we will talk about….
How easy it is to
forget; how hard it is
to remember.
The business cost to
organizations of
forgetting

14. What we will talk about….
How easy it is to
forget; how hard it is
to remember.
The business cost to
organizations of
forgetting
The power games
have in helping us
remember – and
why.

15. What we will talk about….
How easy it is to
forget; how hard it is
to remember.
The business cost to
organizations of
forgetting
The power games
have in helping us
remember – and
why.
Four strategies for
learning; four more
for remembering.

16. Let’s start with two short exercises.
1 x 12 =____
2 x 12 =____
3 x 12 =____
4 x 12 =____
5 x 12= ____
6 x 12= ____
7 x 12= ____
8 x 12= ____
9 x 12= ____
10 x 12 =____
11 x 12 =____
12 x 12 =____
#1: Times Tables: Type “Yes” in the chat if
you feel VERY CONFIDENT that you could
answer this set of multiplication problems
without pausing.

17. What year did the Civil War begin?
#2 - History: Answer these sentences by typing in the chat window.
Please type “don’t know” if you don’t know the answer.

18. Where did Robert E. Lee surrender, ending the Civil
War?
What year did the Civil War start?
Answer these sentences by typing in the chat window.

19. On what date did Abraham Lincoln deliver the
Gettysburg address?
Where did Robert E. Lee surrender, ending the Civil War.
The Civil War started in ______.
Answer these sentences by typing in the chat window.

20. So…why did
you remember
some of this
stuff, but not
other stuff?

21. Some stuff you
need to know
“cold”
Other stuff you can
“find/locate”

22. But what about remembering in the
workplace…and when it REALLY matters:
You are a customer support engineer for a
medical device company. You train lab
technicians how to operate and troubleshoot the
$250,000 piece of machinery their hospital
purchased from your company.

23. Will the hospital be okay if its lab techs have to find/locate
info on using the equipment – or does the hospital expect
lab techs to know common procedures “cold?”
But what about remembering in the
workplace…and when it REALLY matters:
You are a customer support engineer for a
medical device company. You train lab
technicians how to operate and troubleshoot the
$250,000 piece of machinery their hospital
purchased from your company.

24. Remembering in the Workplace
You are a rep in a sales meeting. Your
customer just shared her needs, and she
wants a response. You need to mentally think
through your company’s eight product lines,
select the RIGHT ONE, and then share the
appropriate product benefits and features.
She’s waiting….

25. Remembering in the Workplace
You are a rep in a sales meeting. Your
customer just shared her needs, and she
wants a response. You need to mentally think
through your company’s eight product lines,
select the RIGHT ONE, and then share the
appropriate product benefits and features.
She’s waiting….
Can you Google that? How long will she wait while you
find/locate info? Or…does she expect you to formulate a
fairly immediate response based on what you ALREADY
KNOW AND CAN RECALL?

26. Remembering in the Workplace
You are a “skip tracer.” Your job is to recover cars
if their owners have defaulted on a loan. There’s a
lot of defaults, and the skip tracing process
contains numerous steps!

27. Remembering in the Workplace
How efficient will you be at doing your job if you are
constantly finding/locating? What’s okay to look up…and
what do you simply need to know and know how to do from
memory?
What assets go unrecovered if you are slow at the job?
You are a “skip tracer.” Your job is to recover cars
if their owners have defaulted on a loan. There’s a
lot of defaults, and the skip tracing process
contains numerous steps!

28. People need to remember lots of stuff in
the workplace…
 Product
knowledge

29. People need to remember lots of stuff in
the workplace…
 Product
knowledge
 Industry facts

30. People need to remember lots of stuff in
the workplace…
 Product
knowledge
 Industry facts
 Policies and
procedures

31. People need to remember lots of stuff in
the workplace…
 Product
knowledge
 Industry facts
 Policies and
procedures
 Research data

32. People need to remember lots of stuff in
the workplace…
 Product
knowledge
 Industry facts
 Policies and
procedures
 Research data
 Sales messages

33. What are we spending to train?
ATD (formerly ASTD)’s State of the Industry Report says
that companies spent $164 BILLION on training. What
did that “investment” net the companies in terms of….
Time saved…or
not wasted in
the first place?
Money
saved…or
money gained?
People producing more,
producing faster, producing
more accurately or feeling
less stressed?

34. What do learners remember?

35. How much will people forget?
30% in 3 to 6 days’ time
50% in 3 to 6 days’ time
70% in 3 to 6 days’ time
90% (or more) in 3 to 6 days’ time
A
B
C
D

36. 30%, 60%, 90%???

38. Remembering is HARD. Forgetting is EASY.

39. Four Strategies to Use
① Provide frequent, spaced intervals of learning
instead of unrepeated waves.
② Provide multiple repetitions.
③ Provide immediate feedback for mistakes, and
make sure learners get it right before moving
forward.
④ Use stories to drive the learning experience.

40. What we mean by spaced intervals
Good: Micro
Spacing
Best: Macro
Spacing
Single Session
Single Session
Single Session
or
Day 1
Day 8
Day 16

41. Reading the research on spacing….
Spaced Repetition in the New York Times:http://www.theknowledgeguru.com/spaced-
repetition-featured-new-york-times/
Learning Research by Annie Murphy Paul: Distributed Practice and Spaced
Repetitionhttp://www.theknowledgeguru.com/learning-research-annie-murphy-paul-distributed-
practice-repetition/
Spaced Repetition: What Research tells us by Dr. Karl Kapp:
http://www.theknowledgeguru.com/spaced-retrieval-retrieval-practice-knowledge-guru-
research-tells-us/
Learning vs. Retrieval UCLA Bjork Learning and Forgetting Lab:
http://bjorklab.psych.ucla.edu/research.html

42. What we mean by immediate
feedback?

43. Where do serious games fit in? And
what do we even mean by “game?”

44. Where do serious games fit in? And
what do we even mean by “game?”
An activity that has an explicit goal or challenge, rules that guide
achievement of the goal, interactivity with either other players or the
game environment (or both), and feedback mechanisms that give
clear cues as to how well or poorly you are performing. It results in a
quantifiable outcome (you win/you lose, you hit the target, etc).
Usually generates an emotional reaction in players.

45. “Remembering”
Element
Game Elements that Match
Spacing Levels of play, turn-based mechanic
Repetition Replayability, levels, scenarios
Immediate Feedback Rewards and consequences
Stories/themes
Depends on whether story is even a
component. Themes typically ARE part of
a game.
LINKING GAMES TO Remembering

46. What’s Required to Learn?
Motivation Relevant Practice
Specific, timely feedback Ability to retrieve later

47. Learning Element Game Elements that Match
Motivation
Game goals, PBLs, levels, flow, the “fun,”
rewards and consequences
Relevant practice
Game goal & what people have to do to
achieve it, game rules, story, challenges.
Feedback Consequences, rewards gained or lost
Retrieval later
Repetition
Spaced learning
Relevant practice
LINKING GAMES TO LEARNING

48. Here’s an Example - Story

49. Here’s an Example - Repetition

50. Here’s an Example - Repetition

51. Here’s an Example - Spacing

52. Business Results
Quicker pipeline built: “Of all the launches done in the two
years previous to the MobileConnect launch, the sales team
built one of the quickest pipelines for this product.”
Dramatic increase in first-call support resolution.
Greatly increased contract values.

53. Spacing and Repetition

54. Example - Spacing and Repetition

55. Example - Spacing and Repetition

56. Example - Spacing and Repetition

57. Example - Spacing and Repetition

58. Example - Spacing and Repetition

59. Example - Spacing and Repetition

60. Example - Spacing and Repetition

61. Example - Spacing and Repetition

62. Example - Spacing and Repetition

63. Example - Spacing and Repetition

64. Example - Spacing and Repetition

65. Example - Spacing and Repetition

66. Example - Spacing and Repetition

67. Get Ready to
Connect
completed 2-
3 weeks prior
to instructor-
led training.
Coach to
Connect for
launch country
representatives
to prepare them
to teach the
Make the
Connection
instructor-led
training.
Make the
Connection
instructor-led
training for sales
representatives 2-3
weeks prior to
product launch.
Boost the
Connection
and follow up
for up to 3-6
mos following
training and
product launch
Global Launch Training
Spacing and Repetition

68. Spacing and Repetition

69. Spacing and Repetition

70. Spacing and Repetition

71. Spacing and Repetition

72. Spacing and Repetition

73. Spacing and Repetition

74. Spacing and Repetition

75. Spacing and Repetition

76. Example - Motivation

77. Example - Motivation

78. Example - Motivation

79. Example - Motivation

80. Example - Motivation

81. Example - Motivation

82. Example – Relevant practice
• Guru game – Q&A sequence for one
Question from a customer game.
(Transform Guru)

83. Example – Relevant practice
• Guru game – Q&A sequence for one
Question from a customer game.
(Transform Guru)

84. Relevant Practice – Avoid the BBPs

85. Relevant Practice – Avoid the BBPs

86. Relevant Practice – Avoid the BBPs

87. Relevant Practice – Avoid the BBPs

88. Relevant Practice – Avoid the BBPs

89. Example – Relevant practice

90. Example – Relevant practice

91. Example – Relevant practice

92. Example - Immediate Feedback
“The premise of a feedback
loop is simple: Provide
people with information
about their actions in real
time, then give them a
chance to change those
actions, pushing them toward
better behaviors.”
Wired Magazine, (6/19/2011)

93. Example - Immediate Feedback

94. Example - Retrieve it later

95. Example - Retrieve it later

96. Example - Retrieve it later

97. Example - Retrieve it later (on the job)
“We use the Knowledge Guru platform across several modules in our
Cisco Sales Associate Program. Before they can work with customers,
new associates must obtain a deep knowledge of our architectures and
technologies. Knowledge Guru is essential to reinforcing this technical
knowledge, and participants have rated Knowledge Guru highly as a
learning tool that helped them achieve their certification. Most
importantly, the spaced repetition built in to Knowledge Guru is critical
to helping new associates retain this foundational knowledge when they
begin working with customers.”
Marsha Connor
Senior Manager, Business Developer
Cisco Systems, inc.

98. Example - Retrieve it later (on the job)
Rated use of repetition 4.93 out of 5 in
terms of the value it provided in building
long-term memory.

99. Example - Retrieve it later (on the job)
Rated game 4.93 out of 5 in terms of its
value as a learning experience
Players averaged 3.5 hours of play.

101. Knowledge Guru
 Platform for building serious games.
 Uses science of learning and remembering to increase retention.
 Fast and efficient to produce.
 No game design knowledge required.

102. THANK YOU
Email Us:
steve@bottomlineperformance.com
sharon@bottomlineperformance.com
Call Us: 317-861-7281
Visit us Online:
www.bottomlineperformance.com
www.theknowledgeguru.com

103. #CLOwebinar
Please complete the
webinar evaluation.

104. AND THE WINNER IS…

105. #CLOwebinar
Join our next Webinar!
The Millenial Water Cooler: What You Need to Know
About This Generation’s Workplace Habits
Webinars start at 2 p.m. Eastern / 11 a.m. Pacific
Register for all upcoming Chief Learning Officer
Webinars at www.clomedia.com/webinars
OR click the icon on the widget bar!