The Uberization of Workplace Learning
The Democracy of Things
The cloud is radically rewiring our lives. Uber, Spotify and Airbnb, for example, have cut out the ‘middle person’ when it comes to booking transport, listening to music and finding holiday accommodation. As cloud removes the inefficiencies inherent in analogue, such as removing the need for taxi queues, traditional agents can be ‘disintermediated’. You only have to recall the Parisian protests against Uber to recognise the potentially disruptive force of the cloud.
As this process of digital disintermediation continues to gain momentum in domestic and social settings, we need to ask ourselves how such technologies are impacting the world of work.
From augmented reality to big data, there’s no doubt that learning solution providers have embraced new technologies as a means of delivering learning – we’re increasingly surrounded by digital modes of engaging with the end user. But we also need to reassess the role of the L&D professional in an age where ‘Google search’ has enabled a democratisation of information; a free and frictionless access to a wide variety of learning objects. What can L&D professionals do to maintain a pivotal role in this revolution?
A Personalised, Retail Approach to Learning
In the days before an individual's ability to self-diagnose learning gaps and self-medicate on solutions became so easy, the L&D professional had the role of ‘broker’ – mediating between the learner and blocks of skills/knowledge. In the digital age, with the proliferation of free knowledge, how can L&D continue to create value?
Learners don’t need more content [aside from Skill Pills ☺], rather they need to know which content is of value. If we consider both Barry Schwartz’s Paradox of Choice, and Iyengar and Lepper’s jam experiment, context is key – less is more, and too much choice is demotivating.
By becoming Sherpas of knowledge, L&D professionals need to demonstrate to colleagues the relevance of the content they’re consuming – how it’s core to their job, not distinct from it. The passive consumption of information can only move to active knowledge retention if learners have a reason to use it, and know how to apply it.
In this respect, L&D has much to gain from retailing principles, products need to be thoughtfully packaged and actively sold to consumers. Today’s learners, like shoppers, are increasingly motivated by impulses and triggers, and for this reason we need to ‘season’ their work life with learning in order to get them unconsciously ‘hooked’. If material cannot be accessed and consumed within five minutes, you may have lost your ‘customer’.
This is where L&D professionals can benefit from interaction with technology. Digital modes of learning are unrivalled in terms of scalability, agility and adaptability.
Knowledge as a Service
Accenture has a useful infographic which outlines the process of making something ‘as a service’. It has some interesting implications if we consider setting out knowledge/skills ‘as a service’. Here we mean the learning objects, rather than the L&D function which has always conceived itself as a service or business partner. Here is a segment:
To select a few of these points, here is what we believe we can borrow from the world of Uber to become a learning disruptor. The learning we offer needs to be:
The use of data analytics will allow us to better sell in learning rather than merely track usage. Imagine a content delivery strategy which adapts to the circadian rhythms of your colleagues!
Speed of access and consumption are key here – think Amazon ‘one click’ purchase. We know that when a user has a need for learning materials – (e.g. supporting content to help deal with an internal conflict) – we have a 5 minute ‘window’ from trigger to fulfilment.
3. Scalable and plug-in [able], but remain personalised
Your system needs to be able to aggregate learning objects from a variety of courses into an easy dashboard – think ‘Slack’ for learning. But areas for interaction need to be personalised enough to make individual input meaningful.
4. Rapid response
How fast can you create a digital companion to an event/session/project? 72 hours anybody?
5. Cost efficient
Ask yourself the following when assessing any learning intervention – how will this help us make or save money?
Finally, some questions to consider:
What if …
• Apple re-designed your learning portal?
• Dunnhumby (Tesco Clubcard) managed the data you gathered?
• Richard Branson met with your instructional designers?
• Mumsnet re-organised your learning communities?
• Dragon’s Den evaluated your investment in learning?
• Save the Children looked at your ability to respond/adapt to events?
To read an extended version of this blog - featured in the June 2016 issue of Inside Learning Technologies and Skills magazine - access the following link:
Alternatively, you can view Gerry's LTSF'16 talk on the same topic here.