Learning2012

Learning Gets Social: The
Intersection of Traditional and
Social Learning

www.mzinga.com | Feb 2012

MZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l

Introductions

Mike Merriman
Director of Strategic Services
mmerriman@mzinga.com
Twitter: @MerrimanMzinga


A brief Mzinga overview
(The 36,000 ft view)

Market SaaS social software, services and analytics

Solutions HR & Learning, Customer Education & Support, Marketing

Experience 40M users & 15,000 communities under management

# of Customers 350+ clients

Sample Customers


Today’s Agenda.
Topic

The challenges you’re facing

Social learning: How you can change the playing field

Use case examples

Q&A


“ Today's workplace is diverse, distributed and full of context
shifts. Companies with existing investments in learning will look
to squeeze even more value from this expenditure.
”
“ More techniques and technologies will emerge that
incorporate social software, and the lines between
learning, talent management and human capital
management systems will continue to blur.
”

Forces Changing Learning Dynamics

Changing workforce
Business dynamics
Drivers
for Social
Learning
Failure of
Increase in traditional
social media learning alone to
adoption meet varied
learner needs

MZINGA l #1 IN ON-DEMAND SOCIAL
Source: Constellation Research SOFTWARE l

How can today’s learning organizations
rise to the occasion?


CHALLENGE

#1
Limited resources threaten to reduce training
output while at the same time, significant
expertise is walking out the door

8

You could…

• Deliver less training
• Deliver less expensive training
• Narrow eligibility requirements

9

Or you could expand your scope by…

• Including employees, customers,
partners & suppliers in co-creating your
learning programs

• Rethink “content” to include blogs,
discussions, wikis, comments, and
empower employees, customers etc… to
contribute and co-create
10

It’s a numbers game

5000%
500%
50%
increase
reduction
in team?

11

Real Life
Partner
Formal Content
Community
Informal Content

People Customer
Community

Workplace
Community

Public
Community


CHALLENGE

#2
You may be investing in “low return” efforts that
aren’t moving the bar

13

You could…

Keep spending vast sums
of money on initiatives
to manage, prescribe,
and measure

14

Or you could start spending money to

• Collaborate, listen, and
empower

• Improve communication,
drive deeper sharing, and
capture expertise

15

Collaborative learning solutions deliver results

In workplaces with combined formal and
social learning, employees…

Complete tasks 30% Perform tasks 41% Can gain direct access to

more accurately than with faster than with formal information they typically

formal learning alone learning alone spend 12 hours per week
gathering

Increased Competency Improved Productivity Enhanced efficiencies

US Department of LaborON-DEMAND SOCIAL SOFTWARE
MZINGA l #1 IN l 16

New approaches to extending learning value

“Embedded” “Amazon” “Community”
“Structured”
Social interactions Social interactions Social interactions
Organizationally *within* *as* learning
*about*
designed learning structured structured
content learning learning

Courses Course Program Ideas
Blogs
Comments
Comments
Programs Discussion
Ratings Discussions


CHALLENGE

#3
Training isn’t always viewed strategically and
executives may not recognize your value

You are viewed as a trainer

18

You could…

Dot every “i” and
cross every “t”
Be the best “trainer”
you can be

Try to communicate the
impact of your current &
previous efforts

19

Or you could change your focus by…

• Becoming the plumber instead of the pipe
• Teaching your organization to teach
• Transforming how you are measured
• Becoming a facilitator, producer & mentor
• Influencing cross-functional communication
& collaboration— the other 80% of how
people work & learn

20

CHALLENGE

#4
Whoops, you haven’t invested in your own
professional development!

21

You could…

Assume this is a fad
(you know, like that
whole WBT thing) and
wait for the good old
days to return

22

Or you could get real and…

• Start experimenting with
new technologies in your
personal life

• Ning, Delicious, Twitter,
Blogger, Facebook, and on
and on and on…

23

What not to do

 Don’t turn your experiments into formal strategies
 Great to use free tools to get “gut” feel for the tech,
but not so great over long haul
 Moderation?
 Reporting and analytics?
 Administration?
 Seamless and consistent user experience?
 Single-sign on?
 Compliance teams?
 Data feeds…
24

CHALLENGE

#5
Other departments are “eating your cheese”

25

Food for thought…

Informal Learning Formal Learning

Training
groups 13% Who owns
“own” this?
this 87%

So… if IT ends up owning the biggest
piece of the pie, shouldn’t formal
training roll up into IT?

26

You could…

Start a turf war
laying claim to
this new world

27

Or you could lead the change by…

• Realizing that corporate walls are melting
• Moving the cheese first and eating it yourself
• Partnering with others to define strategies
• Sharing your learning expertise
• Developing new standards and models

28

But how will that really change the playing
field?

(Let’s take a look at some examples)


Improved employee
engagement & productivity.

Streamline recruiting & on-boarding
• Expand access to talent & establish extended workforce networks
• Speed time to competency by making mentors/experts more accessible
• Provide ready access to blended new hire and training resources

Improve productivity & performance
• Eliminate duplicate work efforts by repeating best practices

“
• Gain up to 30% productivity by blending formal and social learning
• Reduce project timelines by 34% through peer-to-peer interaction Today, we use learning and
development for both employees
and customers, and we'll be
Increase satisfaction & retention extending that to include
• Give Grow market and enable them to provide feedback
employees a voice powerful social interactivity, web
awareness
• Increase knowledge retention by addressing general learning styles collaboration and analytics - all
• Empower employees to participate in innovation & business strategies

”
managed from one
environment….
- Steven Brewer, Training & Development
Manager at The Philadelphia Insurance
Companies

Cases in point…

Client Business results

Drive effective employee development & cost reductions
• An organization-wide, multi-lingual ecosystem to manage learning and
development for 52,000 geographically dispersed employees
• 90% reduction in vendors, 60% reductions in training administrators
• $10M cost reduction as a result of blended learning adoption

Increase employee & service excellence
• Established a corporate university (GUIDE), to deliver core and specialized
training curricula to more than 1700 employees
• Gilbane’s corporate focus on education has garnered it national prominence
as one of the leading learning organizations by Training Magazine

Streamline recruiting & career development
• An interactive forum where job seekers can find information and resources to
further their career goals
• Connect potential employees directly with Monster.com expert, hiring
companies and their peers to plan the next steps in their career path.

MZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l 31

Improved overall
customer experience.

Improve customer response times
• 36% of consumers prefer using websites to get answers to
questions rather than via telephone or email- and 57% are very
likely to abandon purchases if they cannot find quick answers to
questions.

Drive satisfaction, loyalty & retention
• Live chat, peer-to-peer forums, just-in-time customer education

“
and direct access to experts help customers get answers
questions quickly- improving satisfaction and reducing We wanted to create an
abandonment. interactive forum where job
seekers could find information to
Reduce support costs further their career goals. It
• Telephone support costs $6 to $12 or higher per contact.
allows our members to connect
with both our experts and their
• Online chat costs only $5 and is 63% more effective, and web-

”
based customer self-service costs just a few cents per contact. peers to plan the next steps in
their career path.

- Michael Harvey, Chief Executive at
Monster.com’s CareerOne

Cases in point…

Mzinga Client Business results

Reduced support costs & improve efficiencies
• Peer support for Ford owners of the Sync In-car communication system
• 11,000 support users and more than 1M message views
• Reduced expensive support calls, and improved access to product research

Improved communications with most valuable & influential customers
• A private, online community where TIAA-CREF annuity clients can network,
interact, and discuss financial and lifestyle topics
• 12,000 members and thousands of online posts by participants
• High community retention rates, increased participation in TIAA-CREF
programs

MZINGA l #1 IN ON-DEMAND SOCIAL SOFTWARE l 33

Questions?


Thank you!

www.mzinga.com l August 2009

Learning2012

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