Training Industry Magazine - September/October 2019 - 39

It is time to spring clean our systems
and channels. Here are a few things you
can do:
* Audit all existing content, internal and
external, to the LMS.
* Map relationships of all content and
determine how formal connects
with the informal (job-aid, guides,
performance support, etc.).

face-to-face, etc.). Therefore, learners in an
organization expect to experience content
as a single overall experience, not one that
feels like navigating an airport terminal
every time they have an interaction. If the
cost of an interaction appears to be more
than the perceived value of the content
itself, the user will typically abandon
their efforts to consume the content. In
many cases, users will no longer see that
resource as a valuable or trusted.

* Delete and retire old content.

Learning measurement and endto-end content analytics serve as a
foundation for making comprehensive,
informed decisions about the learner
experience. It provides valuable insights
into content and systems and sets the
stage for improved decision-making
and continuous improvement. We
can use this information to determine
the amount of content being created,
the nature of the content, how or
if it is being used, and whether the
content is providing real value and
business impact.

* Set content expiration dates.
* Set content ownership.

STEP 3.
EMPLOY A MODERN
FRAMEWORK
The modern framework for content
is designed to support the modern
ecosystem by providing a set of
resources and tactics in order to deliver
a personalized learning experience. This
framework provides a consistent process
for creating learning experiences that are
specific and relevant, giving learners just
the right amount of content at the time
of need.
The goal of the framework is to provide
an employee experience that is more
available and accessible at the moment of
need rather than consistently requiring a
structured formal learning solution. As we
look for solutions to performance needs,
it's important that we start at the bottom of
the framework with the informal and work
our way up. We will also ask if the solution
solves the performance needs, providing
just the right amount of support.
Tip: Informal learning increases engagement
and improves retention. It provides
a means of continuous learning and
performance support aiding personal and
professional growth.

STEP 4.
CREATE USABLE AND
SEAMLESS EXPERIENCES
Learners interact with content through
many channels (i.e., the web, email, mobile
and tablet applications, chat, phone calls,

As L&D
professionals, we
need to provide
context over content
to our audiences.

When designing content, it's important
to design for the entire journey, not for
a single interaction. We must consider
how content will be accessed - whether
mobile, desktop, chat or in-application -
and use appropriate development tools
and design methods to create the optimal
experience. Instead of a collection of
disjointed interactions, our aim should be
to string together content and its various
touchpoints into a seamless journey. This
involves ensuring the transition from
one channel to the next has minimal
overhead, providing a smooth transition
from one channel to the next. Achieving
accessibility also requires that content
is consistent, optimized, orchestrated,
seamless and collaborative.

STEP 5.
DESIGN FOR CONTINUOUS
IMPROVEMENT
It's important to evaluate the entire
experience, spanning the formal and the
informal, to determine whether or not the
program and content are effective.

We must hold ourselves accountable by
measuring, tracking and reporting on
L&D experiences using efficient processes
and tools, as well as adopting meaningful
key performance indicators that can be
reported back to leadership, our clients and
our audience.

SUMMARY
It's easy to get caught up in the everchanging technology landscape. The
important thing is to first establish an
effective content strategy, one that is
supported by overall business goals and
objectives and one that accounts for
the entire system and content lifecycle.
The goal is to provide a holistic learner
experience through content and activities
that form meaningful connections. This
includes understanding and leveraging all
the ways people learn, both formally and
informally; providing a system and methods
that supports a seamless experience;
evaluating the value of the content you
are providing; and taking ownership of
continuous improvement.
With that said, Rome was not built in day.
Beyond all the things mentioned in this
article, success requires organizations to
adopt a mindset and culture that sees all
content as an asset, values learning from
all sources and channels, and continues to
find ways to unify the learner experience.
Mark D'Aquin, learning solutions architect
and strategist at SAP, has over 25 years of
e-learning, graphics, web, multimedia and
application experience across industries, as
well as proven experience as a results-driven
designer and developer. Email Mark.

T R A I N I N G I N DUSTR Y MAGAZ INE -FORMALIZ ING INFORMAL L E ARNI NG 2 019 I W W W .T RAI NI NGI NDU S T RY .C OM/ MAGAZI NE

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Training Industry Magazine - September/October 2019

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