Designing for Modern Learning by Crystal Kadakia & Lisa Owens

Author:Crystal Kadakia & Lisa Owens [Crystal Kadakia]
Language: eng
Format: epub
Publisher: Association for Talent Development
Published: 2020-06-29T16:00:00+00:00

A New Concept: Learning Touchpoints

The idea of learning touchpoints, which comes from business and marketing, encourages us to look at all those instances when the learners can come into contact with learning content. This is a new concept for most L&D professionals, and an essential component to select the best learning assets for the learning cluster. To keep it simple, we broadly categorized three types of learning interactions (social, formal, and immediate), based on neuroscience research on how people learn. In each interaction between the learner and L&D, we are sending a message of what we think will help the learner most, given their persona and the strategic performance objective.

L&D has traditionally focused exclusively on the formal learning touchpoint—face-to-face or virtual instructor-led training, blended learning or e-learning. What research shows is that learners use these formal learning products, on average, only once a quarter (Degreed 2016)! Today, our learning assets are not a big part of their life. What learners crave are products that provide a mix of social, formal, and immediate touchpoints. Learning clusters should have at least one learning asset in each of these three touchpoints, tailored to each learner persona.

Social Learning Touchpoint

This is an instance of learning in which learners have a level of interaction with other people. What learners seek from a social touchpoint is either interactions with others to help them learn, or validation from others about the veracity of the content, especially as it applies to the learners’ context. Instructor-led training—classes and virtual—typically provide this for learners. And it is easy to layer on another level of social interaction by allowing users or readers to add their ratings and comments. Social commenting is commonly seen on video sites, wikis, blogs, learning asset listings (such as training catalogs), chat rooms, and posted articles. Ratings and comments are a powerful way to help learners understand the relevance of a learning asset for their context.

Depending on the SPO and the performance gap, you may want more or fewer assets in the social learning touchpoint, but for every persona there should be a social learning opportunity. Learners seek the richness of the interaction beyond the trainer or SME alone. Get creative. Outside of work, people engage in social learning through new platforms all the time. Beyond YouTube comments and likes, there are websites like Twitch, which allow live chat during practicing a skill, or Coursera, which leverages discussion boards as a part of learning. Consider including even such simple things as desk drops, posters, and cafeteria table “did you know” tents to get the social interaction going on critical performance topics.

Formal Learning Touchpoint

This is an instance of learning in which learners experience a clear start and end point, and a structured sequence or path to follow, often ending with a completion certificate. Modern learners do crave formal programs. What they most often seek are foundational immersive learning, recognition, completion satisfaction, interactions, personal development, authorized time to focus on a skill, and insights through a broader, trusted network. L&D most often reaches learners with formal touchpoints.

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