People Process Technology Blog

My Personal Journey into Web 2.0 and Second Life

Second Life Keynote Series starts 2/15/2010 with Jonena Relth

Please join me and Caleb Booker as we debut his new video series devoted to, and filmed entirely inside, virtual worlds. The program, “Virtual Worlds Keynote,” is filmed in Second Life in front of a live studio audience. Well, virtually live.  http://slurl.com/secondlife/Tropical%20Treet/67/223/23    Thanks! Jonena

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Today At 4PM Pacific Time: Why We Sold Our Real Building and Went Totally Virtual

(Caleb Booker)

Clear a half-hour of your schedule at 4pm SLT and join us in Second Life http://slurl.com/secondlife/Tropical%20Treet/67/223/23 as our guest Jonena Relth, President of TBD Consulting, gives a 15 minute presentation entitled: “Why We Sold Our Real Building and Went Totally Virtual”. We’ll be recording and broadcasting live through http://treet.tv/.

If tough economic times have driven your business to look for new cost-cutting measures, or if you’re at risk of losing highly skilled employees due to a long commute, do not miss this! Extending well beyond virtual environments, Jonena will cover how her company has combined a variety of Web 2.0 technologies and old-fashioned spreadsheets to get the job done right.

After the presentation we’ll be holding a Q&A that will not be recorded, so be sure to arrive on time to secure your seat!

To join us in Second Life, you’ll need to do the following:

1. Go to SecondLife.com, create an account, and install the software.
2. Log in through the Second Life software using your user name.
3. http://slurl.com/secondlife/Tropical%20Treet/67/223/2 to be teleported to our studio before 4pm Pacific.

Please join me and Caleb Booker as we debut his new video series devoted to, and filmed entirely inside, virtual worlds. The program, “Virtual Worlds Keynote,” is filmed in Second Life in front of a live studio audience. Well, virtually live.  http://slurl.com/secondlife/Tropical%20Treet/67/223/23    Thanks! Jonena

*******************************************************************************************************

Today At 4PM Pacific Time: Why We Sold Our Real Building and Went Totally Virtual

(Caleb Booker)

Clear a half-hour of your schedule at 4pm SLT and join us in Second Life http://slurl.com/secondlife/Tropical%20Treet/67/223/23 as our guest Jonena Relth, President of TBD Consulting, gives a 15 minute presentation entitled: “Why We Sold Our Real Building and Went Totally Virtual”. We’ll be recording and broadcasting live through http://treet.tv/.

If tough economic times have driven your business to look for new cost-cutting measures, or if you’re at risk of losing highly skilled employees due to a long commute, do not miss this! Extending well beyond virtual environments, Jonena will cover how her company has combined a variety of Web 2.0 technologies and old-fashioned spreadsheets to get the job done right.

After the presentation we’ll be holding a Q&A that will not be recorded, so be sure to arrive on time to secure your seat!

To join us in Second Life, you’ll need to do the following:

1. Go to SecondLife.com, create an account, and install the software.
2. Log in through the Second Life software using your user name.
3. http://slurl.com/secondlife/Tropical%20Treet/67/223/2 to be teleported to our studio before 4pm Pacific.

Why Would Experienced CSR's Tell New Hires to Forget What They Learned in Training?

Posted by: Dr. Barb, aka Dr. Barbara Austin

Congratulations!  Your call center has terrific new-hire training using online procedures to help them learn their jobs.  So why aren’t they using the procedures?  Even worse, why do your experienced CSRs tell the new ones not to even bother with the published procedures? 

 

We spend a ton of money training new hires on online operational procedures. I once overheard an experienced rep tell a new hire, “Forget what you learned in that class, I’ll teach you what you need to know.” I could have screamed. Why would the experienced rep tell a new person this?

DR. BARB’S ADVICE

Procedures housed on an online reference (OLR) system can be very powerful performance and training tools, IF the user has confidence in the OLR. Your experienced rep may be telling the new hire that something is wrong with the procedures or the system doesn’t work well.  Let’s investigate your procedures.

Are the procedures correct?
Without question, the biggest reason CSRs fail to use online procedures is a lack of confidence in the accuracy of the procedure. For example, the CSR searches the OLR for a procedure. The search results in out-dated or inaccurate information. Just a few of these instances will guarantee that your CSRs will find alternative methods to locate information. Bad procedures on your OLR are the death knell for continued use. Generally these bad procedures are on your system for several reasons.

Old, out-dated procedures were uploaded just to have a procedure online – better to have something than nothing – right? In this case, having something, i.e., bad procedures, is worse than having nothing because users won’t waste their time searching for procedures they can’t use. No confidence = no search.

Someone has written the procedure without using a systematic subject matter expert (SME) review process. The procedure lacks “best-practice” perspective if only one person writes and reviews it. Also, the user does not buy in to the value of the OLR because they weren’t involved in the development process.  Procedures are rapidly changing, and rewrites are not keeping up. Now we’re back to the out-dated dilemma.

30,000 feet or ground level?
Six Sigma’s horizontal flowcharts turned into procedures depict a systematic flow of tasks, not steps within a task. While these maps are very valuable for evaluating overall processes, these flowcharts add extraneous information to procedures, such as which database information flows through. Frankly, users don’t care. CSRs need accurate, step-by-step procedures to complete the task at their level. They want to know which screen to use and what information to input. High-level flowcharts are useful for managers to view the overall flow of tasks, but procedures must be written with users’ needs in mind.

I'm a proponent of Lean over Six Sigma, but more about that in a later blog.

 

2009 Report: Evaluation of Evidence-Based Practices in Online Learning

Posted by: Jonena Relth, President and Leadership Evangelist

 

For our readers looking for empirical evidence for the value of online learning, you might want to read the US Department of Education 2009 report: Evaluation of Evidence-Based Practices in Online Learning, A Meta-Analysis and Review of Online Learning Studies

 

At TBD we are sold on blended learning and the advantages it has for individuals and organizations alike.  Learners of all ages desire options to meet their learning styles and busy schedules. The organizations who are going to succeed in the today's marketplace must embrace online learning and the many benefits it has to offer.

 

Please take a few minutes to read the report.  Its contents include:

·   Introduction

·   Methodology

·  Findings

·   Narrative Synthesis of Studies Comparing Variants of Online Learning

·   Discussion and Implications

·   References and

·   Exhibits

 

Here is the Abstract from page 8:

 

“A systematic search of the research literature from 1996 through July 2008 identified more than a thousand empirical studies of online learning. Analysts screened these studies to find those that (a) contrasted an online to a face-to-face condition, (b) measured student learning outcomes, (c) used a rigorous research design, and (d) provided adequate information to calculate an effect size.

 

As a result of this screening, 51 independent effects were identified that could be subjected to meta-analysis. The meta-analysis found that, on average, students in online learning conditions performed better than those receiving face-to-face instruction. [bold added for emphasis] The difference between student outcomes for online and face-to-face classes—measured as the difference between treatment and control means, divided by the pooled standard deviation—was larger in those studies contrasting conditions that blended elements of online and face-to-face instruction with conditions taught entirely face-to-face. Analysts noted that these blended conditions often included additional learning time and instructional elements not received by students in control conditions.

 

This finding suggests that the positive effects associated with blended learning should not be attributed to the media, per se. An unexpected finding was the small number of rigorous published studies contrasting online and face-to-face learning conditions for K–12 students. In light of this small corpus, caution is required in generalizing to the K–12 population because the results are derived for the most part from studies in other settings (e.g., medical training, higher education).”

 

To read the entire report: Download Finalreport

 

EMR Implementation: Do I need an outside consultant?

Posted by: Lynnda Joyce, Manager of Business Development

 

My main objective here at TBD Consulting, Inc. is new business development. Since 1991, TBD has been called upon to smooth the way in organizational development initiatives for companies small and large in various vertical markets.

 

Recently, I have been reaching out to healthcare organizations about their clinical transformation strategies and EMR implementations. Frequently, I catch leaders by surprise. Many were successful at strong-arming the board to authorize budget dollars for new hardware and software, but when it came to getting the new system up and running; they were left to their own devices. My offer of assistance is often met with a worn-out chorus of “I don’t need your services, we don’t hire outside consultants.” It’s an amazement to me that after all the analysis and strategic planning is complete and they’ve decided that the current processes indeed need improvement, they attempt to trim expenses by applying their existing old knowledge to the new and different system. There are a number of distinct and specific skills that are needed to properly implement an EMR system. Seldom are all of the necessary skills found among existing staff.

 

Thankfully, most major EMR systems come with a certain amount of support from a team that is knowledgeable in the product to perform the physical installation of the software. Sometimes, they partner with the client organization for several years, designing numerous versions to meet the needs of distinct departments and locations. The hard part is getting the associates on-board. Resistance to change is an innate human characteristic. The transition from paper to automation is often intimidating and met with extreme reluctance. Are they actually supposed to take precious time away from saving lives to learn how to use a PC or new fangled mobile device? Who’s going to provide the efficient and successful training they require?

 

There is a school of thought that believes that within the organization there are subject matter experts with many years of experience. Surely, they can train their peers and direct reports. I’ll share what my clients have confided in me. “Knowing the information that is to be taught does not necessarily qualify you to be an instructor.” The trainer must not only know the product but must understand: a) how different people learn; and b) how the specific solution module will impact their everyday lives.

 

With a process of this magnitude and vital importance, it makes sense to bring in the experts. TBD has partnered with our clients to drive innovative business and culture change with great results. Our grateful clients realize that our expertise encompasses aspects they had never even anticipated:

• Change and communications management
• Process management and reference systems
• Staff “buy-in” and adoption of EMR
• New application rollout, training and integration
• Increased new hire and regulatory training

At the end of the day, true cost savings is achieved by relying on experienced experts who know how to get it right the first time. Don’t reinvent the wheel. Allow us the honor of doing what we do best; helping you to achieve your goals on time and within budget

Technology is Not a 4-letter Word

Posted by: Lynnda Joyce, Manager of Business Development

 

I was born shortly after the “baby boomers” and long before the “millenniums.” When I was in college, the latest technology available to me was a portable, manual typewriter with erasable bond paper!

 

Fast forward to 2008 and here are a few of the many things I’ve learned:

·         Technology doesn’t have to be expensive.

·         Technology doesn’t automatically put you in danger of identity theft or hacking of your intellectual property.

·         Technology doesn’t have to be difficult to learn.

·         Technology does help you to communicate with a broader audience, meet new business partners, and manage every aspect of your personal and professional life more efficiently.

·         Technology does help you to be well-informed of the new trends and competitive challenges in your industry.

·         And, most rewardingly, as a professional development consultant, technology makes training more affordable and considerably more interesting and productive to learners.

 

Years ago, we professional development folks used to ponder such questions as “how can you really measure the ROI of your training programs?” Now we have tools for that, with robust, real-time reporting of vital metrics (see Solutions). We used to fret over best practices to keep learners engaged and stimulated in training. Now we have WebEx, GoToMeeting, interactive webinars and Second Life^TM sessions that keep the message interesting and drive home new information with crystal clarity.

 

Many of us “more seasoned” individuals need help to break through our resistance to new technology. We need to be reassured that it’s safe and that we'll be able to figure out how to use it to meet our objectives. I am not one to just “play around with it and figure it out.” If you’re of the same mind, you need to read my mentor’s blog, Mike Abrams. 

 

Today I embrace the perspective of Steve Ballmer, Chief Executive Officer of Microsoft Corporation, “The number one benefit of information technology is that it empowers people to do what they want to do. It lets people be creative. It lets people be productive. It lets people learn things they didn't think they could learn before, and so in a sense it is all about potential.”

 

So the next time you consider cussing at technology that you don’t understand, I encourage you to reach out to a mentor like I did and get some training.  Once you’re over the hesitancy phase, you’re likely to become as excited to embrace technology as am!

Business Travel Should Be Our Last Option – Unless We’re Traveling Virtually!

Posted by: Jonena Relth, President

Now is the most exciting time in our company's history as we help our clients integrate Web 2.0 technologies/methodologies into their training and communication. Never before has the need been so great to share/teach/mentor and coach employees working globally. The technology is here; all we have to do is embrace it. And of course, that means bringing our IT teams on board. Yes, there are new security and copyright issues we need to solve, but the benefits of change FAR outweigh any inconveniences we may encounter on the journey.

Travel expenses should be limited for meetings or training that can only be done face-to-face in the same room, and those instances are diminishing at record speed. As companies slash travel budgets, training can take place in virtual worlds like Second Life™. It’s amazing, once you interact with other participants or the instructor, you will actually feel like you’re experiencing a live class. In other words, we won’t have to miss a beat. Your employees will be trained on the latest products and services, and your CFOs will be pleased with the $0 travel budgets. And of course, you can supplement the “inworld” training with Wikis, Blogs, etc.

Don’t overlook corporate meetings held virtually, as well. Now instead of seeing the actual person sitting across the conference table from you, you can see his/her Avatar. You will hear your colleagues’ actual voices, so you’ll quickly forget that you’re actually thousands of miles apart!

If you haven’t attended a presentation or training in Second Life™, you should. If nothing else, you should see how your taxes and student tuitions are being used by universities to teach students “inworld” every day. Students are interacting with people from all over the globe and learning incredible things!

There are several options for you to consider, including building your own virtual world. When you’re exploring, please visit us at Learning Innovation Island in Second Life™ http://slurl.com/secondlife/Iru/37/167/24 Join us as we bring companies and individuals together to learn, share and grow from each other.

While you’re considering your options, Google virtual worlds and you will be amazed by the activity right now. Here’s a site that rates virtual worlds by category. If nothing else, it will give you an idea of the sites that are popping up all the time. http://www.virtualworldsreview.com/info/categories.shtml

Let me hear from you. We want to know if your organization plans to integrate Web 2.0 and virtual worlds into your communication and training.

NEW Blog Launch - Learning Technology Focused

In looking at the blog postings we have coming up, it became clear to us that we will be filling our regular blog up with Web 2.0, learning technologies, virtual worlds and other tech type things.  So, rather than have too many diverse topics in one blog, we have split my learning technologies-focused brain out into another blog, while Jonena, Esther and the rest of our leadership team will continue to post items regarding performance improvement, leadership and general management topics.  This will enable us to bring real focus to each of the blog topics and not gets things too mixed up.  We will occassionally have some cross-posts to let you know about some interesting things being posted on the other blog.

The new blog may blog may be accessed here: http://tbd-consulting.typepad.com/learningtechnology/

Hope you enjoy this format as you did the other. Please do share this blog with co-workers and friends and be sure to make suggestions about topics you'd like to see explored.  I'm happy to go out and get my virtual fingers dirty researching and exploring learning technologies you'd like to learn more about.

Learning Innovation Island Breaks Ground in Second Life™

Posted by: Mike Abrams, VP of Technology

We’ve broken ground on an exciting new step in bringing new learning experiences to life.  Well…virtual life…Second Life™ to be specific.  Several months ago, TBD Consulting built its first building in Second Life™ and began experimenting and exploring the accelerated and innovative learning space. 

Now we move into our public phase of exploration of new learning models by a dramatic expansion of our space in Second Life™.  The new space is called Learning Innovation Island.  This link is to a location inside of Second Life™ and you must be a registered Second Life™ user to access it.  Registration is free at http://www.secondlife.com.

Learning Innovation Island, located at Learning Innovation Island is in Phase Two of development right  now, but it’s open to the public to come in and watch it being built.  You may wander through our corporate building before the furniture and artwork come in, have a seat in our quaint waterside gazebo, visit the future home of the Learning Innovation Exposition Center or take a ride on a swan.  What!!?? Ride a swan...yes. 

The purpose of Learning Innovation Island is to provide a place to experience the integration of various web technologies as learning tools.  These integrated systems of learning will help drive learning effectiveness, increased interaction between distance learners, peer-to-peer facilitated education, and stronger reinforcement/retention of learning. Some of the technologies to be in use will be Wiki’s, blogs, social networking sites, Second Life™ and websites.

Phases of Construction:

·          Phase 1 – Terraforming – From a raw, flat piece of land to a serene valley lake surrounded by green mountains. The transformation has begun.

         

·          Phase 2 - Building Constructionand Landscaping – Developing the buildings that will house our innovative learning technology experiences, our art gallery and corporate meeting spaces. A few trees, grasses and artificial intelligence swans in the lake should help make a nicer environment.

·         Phase 3 – Furniture, artwork, pens and pencils. (that’s a joke..laugh). This is the real move-in activity. You’ll hear such things as “move that picture a little higher” and “no, I like the markerboard over there, closer to the tree.”

·         Phase 4 – Partner Buildouts - We are featuring our partnerships with other learning technology companies to showcase their projects as well.  Great way to jog those creative juices.

·         Launch – Hmm..well who knows, maybe we’ll have a ballroom dance where your avatar can socialize, have some sushi, take a tour, maybe even a champagne toast. For you current Second Life™ users you know there will be some freebies too of course

So…are you curious? You can find me in Second Life™ as “Milford Revnik” wandering around managing the development project.  Stop by and say hi.

Leadership and Online Games

Posted by: Jonena Relth, President

As learning consultants, we are always on the lookout for new, innovative ways to help our customers revitalize their leadership training and improve their employee engagement at the same time.  And in today's world, this means thinking outside the box.  To that end, we've created Learning Innovation Island in Second Life™ to showcase creative, new training and communication tools that will entice our trainees to stretch themselves beyond the "tried and true" and learn in new ways with the likes of virtual networks and gaming.

The May 8th issue of Harvard Business Review has an interesting article, Leadership's Online Labs, that recaps the findings from a study conducted on the correlation of leadership and online games.  I found the article intriguing as well as motivating for where TBD needs to be in the months and years to come.  Let me know what you think!

http://harvardbusinessonline.hbsp.harvard.edu/hbsp/hbr/articles/article.jsp?ml_action=get-article&articleID=R0805C&ml_page=1&ml_subscriber=true

And, in case you don't have time to read the entire article, here are some points that may be of interest to you.

The study was conducted by Seriosity where a team of half-dozen veteran players, with more than 50,000 hours of cumulative experience, observe and record the actions of leaders in this "new learning environment." The 8-month study also included interviews with more than a dozen prominent gamers about their leadership endeavors in this arena.  A follow-up survey with both gaming and business leaders helped validate some of the findings and suggested how they might be translated to fit real-world corporate experience.

Two of their conclusions about the future of business leadership are:

• Ten of millions of people are honing their leadership skills in multi-player, online games.
• The tools and techniques they are using will change how leaders function tomorrow - and could make them more effective today.

As I have watched the digital world tease us with its offerings in the past, I am cautious yet anxious to see tangible ways for the digital medium to truly "rock our world."  Virtual worlds are here and ready to be exploited by those who are prepared to take on the razor's edge of technology and be the first to not only innovate, but blaze a trail.  Companies jumping in at this point, will make the rules for everyone else.  Where do you want to be?  Ahead of the pack or behind?

 

I'd really like to hear from you!  Agree or disagree - that's how we learn from each other!

 

Ask about our newest project, Learning Innovation Island in Second Life™

http://slurl.com/secondlife/Iru/37/167/24