Learning Strategy [CLIENT]print Highlights Review – LIT Sub Team

1. Learning Strategy [CLIENT]print Highlights Review – LIT Sub Team

2. TGO – LIT Sub Team Review of [CLIENT]print Topic: SkillSoft [CLIENT]printing Report Goal: • Review results of report and agree upon priorities and next steps Outline: • Background • [CLIENT]print Highlights • Priorities for Implementation • Next Steps

3. Perspective… WIIFM as a Learning Leader? ‘To effectively push innovation from the inside by engaging leaders and employees in the structured pursuit of increased understanding — CLOs must understand the value and possibilities for actionable workplace research. They must be intentional and strategic proponents of this kind of research. And they must be able to invite people into a process of discovery that has the potential to reinvigorate the workplace and transform both individual and group functioning.’ Sharon M. Ravitch, CLO Magazine: ‘Tapping into Research for Innovation’

4. Learning Strategy [CLIENT]print ProcessProject Phases • Planning and Sponsorship • Verify outcomes and desired objectives • Confirm schedule for process phases • Identify stakeholders for business interviews • Prepare communications • Facilitate introductions of SkillSoft consulting team • Organizational Learning Landscape • Gather employee demographic data • Identify performance objectives across roles • Identify and evaluate effectiveness of the integration of learning and technology • Develop learning landscape matrix • Business Alignment and Metrics • Interview business stakeholders • Identify organizational goals and priorities • Align goals to business metrics • Define required employee behaviors and performance • Executive Briefing and Action Plan • Prepare executive presentation based on [CLIENT]print findings • Deliver presentation to senior executives • Refine program goals and action plans with project sponsors • [CLIENT]print Design and Development • Draft outline and contents for [CLIENT]print and business case • Refine and finalize [CLIENT]print documentation • Review findings with key internal stakeholders • Prepare for discussion with senior leadership

5. Learning Strategy [CLIENT]print Initial Objectives Three Primary Focus Areas: • Resource Alignment/Optimization Goal:Improve practitioner ability to meet learning needs • ILT Culture Shift to Blended Learning Goal:Increased learning agility and impact • Evaluate User Experience Goal:Enhance Learner Experience

6. Overall Project Inputs • Organizational Data

7. End User Inputs – Cross Section of CLIENT Service

8. End User Inputs – Cross Section of Roles

9. Emerging Themes

10. Process Feedback: Enablement • Time is limited in the work day cycle of a [CLIENT] employee- learning interactions must be efficient, effective and kept to minimal duration • Learners prefer a seamless, simple route to accessing content • [CLIENT] learners are loyal, and will return to a system or program if the experience is positive • Instructor led training is a gateway for many learners to experience SkillPort • Learning administrators prefer more control over the systems they are administering • There is a careful balance around marketing/promotion of learning resources in certain areas at [CLIENT], based on licensing constraints

11. Process Feedback: Enablement Social collaboration is an emerging theme of interest across divisions at [CLIENT] The technical infrastructure at [CLIENT] is challenging for learning technology innovation, although this may be changing Identifying opportunities to embed learning in more accessible ways for the learner is increasingly critical at [CLIENT] Learning Leaders are tasked to do more with less, and require support in understanding the inventory of resources available to them to execute more efficiently Mobility of learning assets is an important topic across divisions at [CLIENT]

12. Process Feedback: Infrastructure • Keen interest in linking systems across Talent Management Cycle (i.e. SuccessFactors and SkillPort) • Strong desire in organization to leverage portal designs to deploy learning (SharePoint, Knowledge Centers) • Need to revisit original configuration of SkillPort, to consider ways to improve the system experience • Focus in learning practitioner community on need to simplify the overall user experience

13. Process Feedback: Engagement • Stakeholders feel Executives at [CLIENT] are champions of learning and promote experiential job training • Loose federation of learning teams hinders the ability to capitalize on common strategy and economies of scale – use of common technology has become a bridge • Learning Practitioners feel the need for ILT drives learners to the system, experience of ‘other learning’ keeps them coming back • Stakeholders feel that consistent, reliable messaging/communication tools are important to learning program adoption but are not always top priority • Learning is offered to the organization in diverse (multi-modal) and creative ways

14. Process Feedback: User Experience • Technical: Enrollment/Withdraw process in ILT too cumbersome • Technical: Wait time for seamless login from Employee Central to SkillPort too long. Slowness, latency • Technical: Remote access to system/course features inconsistent • Functionality: Search feature not efficient; multiple attempts necessary to locate resource • Functionality: Organization of material • Strategy: Tired of going to separate sites for training needs, want a ‘one-stop-shop’ • Communication: Confusion on how to log in from home • LearnerLandscape: Little time to devote to training

15. System Experience – Primarily Positive? • Overall, the learning experience at [CLIENT] seems highly positive. When asked whether or not learners would recommend learning resources to their colleagues, 80% said yes, 5% said no, 15% remained undecided. • There is recognition in the organization that learning leaders are working to constantly improve the user experience.

16. UserExperience : Where is the Value Today? • 52% of users felt content was easy to find, while 29% disagreed • 80% of users felt content was relevant to their job • 70% of users felt there were no performance issues when accessing the system or corresponding content • 57% of learners highly value access to Books 24x7 (23% of population surveyed did not have access to Books)

17. User Experience: What is the system entry point?

18. User Experience: Why AREN’T Learners accessing your systems?

19. Learning Strategy [CLIENT]print Recommendations

20. Focus Area: Learning Infrastructure

21. Recommendations: Infrastructure System Optimization • Optimize catalog structure for more intuitive access • Optimize course descriptions with [CLIENT] keywords to increase search hits • Add standard tags to high volume programs to make searching more efficient • Optimize SkillPort homepage seasonally to direct high volume traffic • Optimize IT systems integration with SkillPort to combat latency • Reconsider content mobility and download options with IT • Optimize home/remote SkillPort access with IT to minimize tracking errors • Strategically align content to behaviors/competencies in SuccessFactors • Integrate deep linking content integration with SharePoint for high priority business units • Deploy minor modification projects to Knowledge Centers to create alignment to internal content and promote adoption/synergy with existing programs

22. Learning Strategy [CLIENT]print Recommendations

23. Recommendations: Engagement Learning Practitioner Community • Extend design, delivery, consulting support for Blended Learning Program candidates (i.e. Six Sigma) • Leverage work completed by HR on <Dialogue> standard operating procedures and develop workshop for practitioners interested in gaining proficiency in tool. Use SkillSoft SMEs to facilitate. • Conversion of ILT to vILT: Partner with aligned business units (i.e. CCDS) to optimize the current delivery of key strategic programs (like Diversity ILT sessions) in regional locations • Create formalized ‘communities’ around tools and technology used to design/deliver learning resources (provide advanced toolkits, training and support)

24. Recommendations: Engagement Administrator Community • Create formal support environment for key administrator resources (tools, process documentation, training, collaboration). Key Administrators currently include the following business units: • HR • IT • BPMO • CCDS • Information Management • Legal • Optimize administrative system access for SkillPort and remove ‘gatekeeper’ strategy within HR – empower business units to manage their business, but monitor community with standard operating procedures to protect system integrity

25. Learning Strategy [CLIENT]print Recommendations

26. Recommendations: Engage, Enable, Enhance End User Community • Increase Marketing/Communication efforts (inside/outside of systems) • Support Super User Community with tools/resources that they can utilize to promote adoption of SkillSoft resources within their functional teams • Within end user community, identify stakeholder groups (like Front End supervisor population) and align tools for them to use with employees according to annual [CLIENT] initiatives/cycles (IDAP planning, etc) • Create targeted blended learning programs (configured in SkillPort) based on job role • Create formal program around academic/professional accreditation • Offer innovative, creative ways to capitalize on social learning (collaboration tools like inGenius, content sharing) • Recognize and reward among the super user community – breed advocates of learning and utilize testimonials in promotion/engagement work

27. Where will [CLIENT]F Target SkillSoft Support? Included in 2011 Agreement: • SkillPort Site Optimization Project • Custom Reporting – Scorecard • Blended by Design Workshop for Learning Practitioners • Stock KC Optimization for MS Office • General Program Marketing/Support • SuccessFactors Consulting • SharePoint Consulting Additional (ability to use flex funding to support): • KnowledgeCenter Advanced Training • Dialogue Advanced Training (Design/Live) • Virtual Admin Support (Seasonal Volume) • Reporting (beyond Scorecard above)

28. Next Steps • Questions? Comments? • What opportunities does LIT wish to prioritize, • sponsor, support?

29. Next Steps • Discuss Priorities (LIT Sub Team Perspective) • Now – December 2010 • 2011 • Beyond 2011 • Agree upon LIT Sub Team Priorities • Assign Project Owners/Project Teams • Develop and Share Project Plans 5. Implement and Execute! 6. Conduct regularly scheduled Project Reviews