In addition to Education Services offers going all virtual, what other actions are you taking?
As all in-person training delivery has halted, we've certainly shifted to virtual instructor-led classes and we're focusing on promoting our online University. What other actions are you taking at this time?
Best Answers
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I have heard from a few members that government (especially Homeland Security) customers can't have educators come onsite because of C-19, but they also can't deliver virtual classes. A bit of a catch-22. Have others seen that too?
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We created a COVID-19 resource center that contains the latest changes to our products to support HR 6201 and CARES Act, as well as, created weekly HR Office Hour webcasts the tackle the most important topics SMBs need at this time - from answering hard hitting questions to discussing the the continuously changing laws that arise from this pandemic. Our LMS provider was impressed by how we adapted to effectively serve the needs of our customers and offered us a free domain so we can share our HR Office Hours publicly.
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We are standardizing the technology & tools we use to build digital education solutions. We have increased our subscriptions to the development tools to more roles and supported in-product training (from the provider) and facilitated custom training on our application and use for our customers. There is greater focus on consistency in content, production, and delivery while we have fewer staff in the field and more time at their desks to refine our SOPs and templates.
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Like others, the big push to customers has shifted to online training options like our virtual classrooms and eCourses. We also created a resource section on our website that hosts free videos and recommended online courses categorized by top personas.
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Education Services is an important component of our Customer Success program and as such, as part of our commitment to assist our customers during these unprecedented times, we are offering free training sessions in areas that can assist our customers improve their WFH initiatives.
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well, training for us is more of a "customer satisfaction and adoption" strategy than a profit center, so without the need for travel or catering, the transition to "free" for our remote Instructor-led training was not that difficult
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Answers
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We are researching the latest technologies in digital platforms to deliver virtual instructor-led classes to offer the "same or better" customer experience. I like the platform used for TSW. I believe it was On24. Has anyone done this research already, or recommend a modern platform for virtual training?
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We are using Virtual Remote Guidance (VRG) to deliver break-fix hands on training in a virtual environment
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We've created a whole "FinancialForce CARES" initiative, in which free "Remote Instructor Led" training is a primary component. We were fortunate in that we had an initiative to transition to more "remote" training started the middle of 2019, as our 2 primary "in person" training hubs (other than going on-site at customers) were either San Francisco (expensive for customers to travel to and stay in hotels) or Harrogate UK (pretty remote in Northern England)
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@Joe Thomas How are you finding the 'free' component? I like the idea but I always struggle to setup something that is free...
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@Tom Martin We are looking at NovoEd. I am taking a course right now by IDEO the design company on Designing Strategy with Roger Martin and Jennifer Riel and I am quite happy with the experience. I am getting a demo of the admin and authoring functions next week. I have also heard good things about Docebo but have not yet done any deep investigation. NovoEd has a good integration with Zoom, but of course not all organizations permit Zoom, so that might be a consideration. They may have other integrations as well. We are looking at integrating our skill and competency management platform with both of these. We have existing integrations with older LMS platforms like Saba and SAP Successfactors.
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@Steven Forth Just out of curiosity, why so many learning management systems? Sounds like you have Saba and Successfactors now and looking to possibly add one more. Will that be a replacement for the existing two, or are you using different platforms for different audiences?
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Hi @Elise Lostutter We are deeply integrated into our customer and partner ecosystems so we need to support what they are using. I think many customer success programs will need/want to go down this path. You want your learning resources to be assignable and tracked on your customer's systems and you likely need you own system.
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Thank you @Steven Forth and @Elise Lostutter for the interaction. Our LMS is Cornerstone, and we do have security concerns about Zoom. We are currently using WebEx to deliver Instructor Led Virtual Training, but looking for something more robust. I like the On24 platform but that is a much more expensive and complicated option. I will check out the ones you recommended. Thanks, Tom
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@Tom Martin probably some interesting background for you: IBM is using WebEx worldwide, and even with other platforms having a more modern feeling from time to time the good news for us was that in COVID19 WebEx really did not let us down and is on a global level really stable and reliable. And I have experienced most other platforms being not really reliable during COVID19 when clients asked me to joing their tools. So, I'm wondering what is going on that you're looking for something more robust. Maybe you should approach WebEx to investigate what is not working well for you?
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@Tom Martin HPE uses an internally developed product called MyRoom for the delivery of customer and employee VILT classes. It was specifically designed for remote classrooms, so it is very instructor, student and registration friendly. You can gain more details at https://www.myroom.hpe.com/
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Instructor led training and online learning can only be a small part of the equation. Remember the 70:20:10 hypotheses, that 70% of learning takes place in the context of work, 20% through social interactions and 10% through formal learning. If this is at least directionally true, then are we making the right investments? I think we over invest in formal learning as we don't have good ways to invest in and measure the impact of other forms of learning.
I don't think there is one solution here. I do think we need to invest more in understanding the skills people actually have and how they are being applied across different job and project roles. This will help with the measurement, if we can see what new skills are being added, how expertise is being built (or lost) and how it is being applied. I also think it is time for more investment in coaching, active mentorship and apprentice programs, but with more measurement and accountability than is usually associated with these programs. Communities of practice are also, in my experience, underused.
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