Learning Disruption: Wie Sie mit den 10 wichtigsten digitale Lern-Trends Schritt halten

Wie schnell entwickelt sich Corporate Learning?

In einem kürzlich erschienenen Artikel beschreibt Josh Bersin, in welch phänomenalem Tempo sich dieses Gebiet wandelt. Er erläutert, wie Unternehmen innerhalb einer Generation das traditionelle Präsenzformat in der Weiterbildung zunächst durch E-Learning, dann durch Blended Learning, individuell auf vorhandene Kenntnisse und Fähigkeiten abgestimmtes Lernen und schliesslich durch permanentes, berufs- oder aufgabenbegleitendes Lernen ergänzt oder ersetzt haben. Was können und sollten wir also heute und in Zukunft von der Weiterbildung in Unternehmen und von den Learning und Development (L&D)-Fachleuten erwarten?

Der Bersin-Report beleuchtet die 10 wichtigsten, aktuellen Trends des digitalen Lernens, die im Folgenden zusammengefasst sind. Sie zeigen schnelle und tiefgreifende Veränderungen mit weitreichenden Folgen sowohl für Lernende als auch für Ausbilder.

Das traditionelle Lern-Management-System (LMS) bildet nicht länger den Kern der Weiterbildung im Unternehmen.

Lern-Management-Systeme werden nicht verschwinden. Sie werden aber eine eher begleitende Rolle spielen. Die Forschungsergebnisse im Artikel legen nahe, dass Mitarbeiter Lern-Management-Systeme eher als Verpflichtung denn als wertvolle Unterstützung sehen. Sie halten sie für komplex in der Anwendung und kritisieren, dass sie oft zu viele Kurse enthalten – manchmal mehrere Tausend. Aktuelle Lern-Management-Systeme dienen eher dazu, die Mitarbeit der Lernenden zu verfolgen und zu dokumentieren. Aber selbst diese Funktion wird heute von neuen Technologien im digitalen Lernen wie beispielsweise den Oracle Learning Subscriptions und anderen übernommen.

Mit xAPI – einem Standard für den Informationsaustausch zwischen Lerninhalten und Lern-Management-Systemen – wird unsere gesamte Arbeit ein Bestandteil unseres Lernens.

Wenn Sie mit Ihrem Chef sprechen, an einem Meeting teilnehmen, einen Artikel lesen oder ein Video ansehen, lernen Sie etwas. Früher konnten Unternehmen Lernen nur anhand der Teilnahme an Präsenz- oder E-Learning-Kursen verfolgen. Heute wird die gesamte Arbeit auch als Teil des andauernden Lernens erfasst – dank xAPI.

Mit immer umfangreicheren Lerninhalten bilden sich zwei deutlich getrennte Lernkategorien heraus: “Micro-Learning” und “Macro-Learning”.

Micro-Learning bietet sofortige Unterstützung – wenn die Lerninhalte ein konkretes Problem behandeln oder die Bearbeitung der Lektion maximal 10 Minuten Zeit erfordert. Dazu zählen vor allem die Eingabe von Fragen in eine Suchmaschine, das Ansehen von Videos auf Youtube, die Nutzung von Twitter und selbst das Lesen dieses Blog-Posts. Vor allem jedoch das sogennante EPSS (Electronic Performance Support System) welches Knowledge Content / Hilfe just in time, context sensitiv direkt in der Endanwenderapplikation zum richtigen Zeitpunkt zur Verfügung stellt.

Als Macro-Learning bezeichnet man das Erlernen grundsätzlich neuer Inhalte. Diese Lernkategorie umfasst ein breiteres Spektrum und erfordert mehr Zeit. Möglicherweise werden die Inhalte auch durch Dozenten oder Videos mit praktischen Anleitungen vermittelt. L&D-Profis müssen diese Unterschiede zwischen den Lernkategorien verstehen, um zielgerichtet entsprechende Angebote entwickeln zu können. Nutzer benötigen beide Kategorien – in verschiedenen Phasen und unterschiedlich häufig – auf ihrem Weg vom Mitarbeiter des Unternehmens zum Experten.

Unsere Arbeitswelt verändert sich – und erfordert permanentes Lernen.

Mit fortschreitender Automatisierung und der Digitalisierung der Arbeitswelt werden viele traditionelle Kenntnisse und Fertigkeiten weniger oder nicht mehr benötigt. Vor diesem Hintergrund wurden motivierende Lernangebote zu einem entscheidenden Erfolgsfaktor für Unternehmen. Unser moderner Lebensstil erschwert Organisationen allerdings die Entwicklung einer Kultur des permanenten Lernens. Nach Einschätzung von Bersin überfordert uns die allgegenwärtige Ungeduld und die ständige Bombardierung mit Informationen. Unser Bedarf an leicht aufzunehmenden Inhalten für Micro-Learning wächst entsprechend. Solche Inhalte sind daher entscheidend für die Akzeptanz permanenten Lernens und letztlich für den Lernerfolg.

Die Kunst des Intervall-Lernens: der Prozess von Lernen und Wiederholen des Erlernten in festen Intervallen, begleitet durch Nachfragen zum Abruf der gelernten Inhalte.

Neurologische Forschung hat schlüssig nachgewiesen, dass übertrieben intensives Lernen wie beispielsweise umfangreiche und anspruchsvolle Einmal-Kurse kaum zum Ziel führen. Stattdessen lernen wir am besten, wenn wir uns über längere Zeit mit eingeschobenen Pausen und Nachfragen mit neuen Fähigkeiten und Ideen auseinandersetzen. Die Entwicklung maximal effizienter Lernprogramme wird eine der kritischen, von L&D-Teams zu lösenden Aufgaben.

Eine neue, digitale Lernarchitektur entsteht.

L&D-Führungskräfte dürfen nicht allein auf die Entwicklung von Fortbildungsprogrammen mit angemessenen Pausen und Kombinationen aus Micro- und Macro-Learning fokussieren. Ebenso müssen sie eine Palette von Werkzeugen und Systemen im Blick haben, um die Inhalte zusammenzuführen und sie zum richtigen Zeitpunkt am richtigen Ort zur Verfügung zu stellen. Diese digitale Lernarchitektur muss auch die Personalisierung des Lernens berücksichtigen. Nur so kann jeder Anwender sie selbstverständlich und intuitiv nutzen. Künstliche Intelligenz und maschinelles Lernen werden diese Prozesse sicher unterstützen.

Die bekannte Lernkultur mit traditionellem Coaching und Trainings existiert weiter.

Wir neigen manchmal dazu, zu glauben, dass wir künftig nur noch Smartphones als digitale Alleskönner benötigen. Demgegenüber sagen uns jedoch alle relevanten Studien, dass Kultur, Belohnungssysteme, Management und Leadership heute eine noch wichtigere Rolle spielen als früher. Bei der Entwicklung einer digitalen Lernstrategie dürfen L&D-Profis diese Voraussetzungen nicht vergessen.

Wir brauchen ein neues Geschäftsmodell für die Weiterbildung.

Entsprechend der rapiden Entwicklung bei Inhalten und Technologien müssen sich auch die Geschäftsmodelle für das Lernen verändern. Mitarbeiter von L&D-Abteilungen sollten es als ihre Aufgabe verstehen, einen “Lern-Marktplatz” zu schaffen. Dabei sollten sie jedoch grosse und riskante Aufwendungen für Content-Bibliotheken und Software vermeiden. Stattdessen empfiehlt sich, Mietmodelle wie beispielsweise SAP Enable Now als EPSS System als Cloud Lösung zu nutzen – wie wir es auch bei Nachrichten-Feeds oder Email-Software tun. Solche Modelle schaffen deutlichen Mehrwert, senken die Risiken und erhöhen die Flexibilität.

Die teambasierten Messaging Tools kommen.

Grosse Veränderungen sehen wir derzeit auch beim teambasierten Messaging, dem Teilen von Inhalten und bei Kommunikationsplattformen. Sie leisten einen entscheidenden Beitrag zum just-in-time-Lernen. Einige neu aufgekommene Technologien wie beispielsweise das Guided Learning von SAP Enable Now integrieren Lernangebote direkt in die jeweiligen Anwendungen. Die Branche kann davon ausgehen, dass künstliche Intelligenz dabei schon bald eine wichtigere Rolle spielen wird.

L&D-Profis benötigen neue Kenntnisse und Fähigkeiten.

Die Bedeutung betrieblicher Weiterbildung in unserem Berufsleben und für den Erfolg der Unternehmen wächst unvermindert. Lernen ist derzeit das zweitwichtigste Thema für CEOs und HR-Führungskräfte. Tatsächlich haben 83 % der Unternehmen, die in Rahmen der Human Capital Trends Studie 2017 von Deloitte befragt wurden, dieses Thema als “wichtig” eingestuft. Für 54 % der Unternehmen ist es sogar “dringend”. Die Gründe für diese Einschätzung erschliessen sich aus den neu entstandenen Lerntechnologien und den oben beschriebenen, bahnbrechenden Trends.

Wir bei SAP arbeiten daran, diese Trends anzuführen. Dazu wollen wir Ihnen Trainingsinhalte und Trainingsformate zur Verfügung stellen, die Ihrem individuellen Bedarf entsprechen. Seien es Micro-Learning mit SAP Enable Now Guided Learning oder Macro-Learning mit SAP Learning Hub, für Cloud oder andere SAP Technologien, Virtual Live Classes, traditionelles Präsenzlernen – alle Lernangebote zu SAP Technologien stehen Ihnen bedarfsgerecht zur Verfügung, wo und wann Sie sie benötigen. Halten Sie und Ihr Unternehmen Schritt mit diesen Lerntrends.

How Are Performance Support Tools Different From Training? 3 PST Examples Featuring Microlearning

Formal trainings are often not enough to obtain the required gains in employee performance. This article outlines the difference between training and Performance Support Tools or PSTs and why you should use them. It also features 3 examples that show you how PSTs can impact employee performance.

Are Performance Support Tools Different From Training? What Performance Support Tools Are

In simple terms, Performance Support Tools or PSTs are job aids designed to provide learners with on-the-job support just when they need it.

Some of their typical characteristics are:

  1. They are meant to provide support and guidance to employees when at work.
  2. They address a specific challenge.
  3. They can be easily accessed by employees and are usually embedded directly into their workflow or application.

Performance Support is not a new concept. It started surfacing nearly three decades ago. As Gloria Gery, a key proponent of Performance Support, points out,

“Performance Support focuses on work itself while training focuses on the learning required to do the work. Integrating resources in the workplace is inevitable, and the need is urgent. Filtering resources so people get the tools and resources they need while actively working is the goal. Work process and roles are the primary filters. The mechanisms vary: Portals, performance-centered workflow interfaces, enterprise applications, integration projects, etc, but what’s important is that performer be able to name that tune in one note, to perform in exemplary fashion.“

While the concept is over thirty years old, it is finding its spot under the sun now. With increased focus on ROI by Learning and Development teams and businesses seeking clear and demonstrable gains, the usage of PSTs is finally gaining momentum.

How Are Performance Support Tools Different From Training?

PSTs complement formal training. While the knowledge gain to acquire this skill would happen through formal training, PSTs are provided to learners as just-in-time aids to facilitate application of the acquired skill. They are highly definitive in nature typically designed to address a specific challenge or problem.

Let me showcase how this would work practically:

  • Typical approach.
    Assume that an employee needs to do a task that he is not fully familiar with (for instance, his tasks need to be done now with an application released recently). He is likely to ask a colleague or his manager or he may review online help of the software tool. Or, he may go back to the supporting training material. You can imagine the time involved in this path.
  • PST based approach.
    On the other hand, the required information can be converted to a short microlearning nugget of a few minutes run length (as a ready reckoner that addresses typical user queries). In this approach, the user now has the access to the information exactly when he needs it (within his work-flow, in his application on his smartphone) and in a format that enables him to get an immediate resolution of his query.

The word you would associate with training is “instruct” whereas the word you would associate with Performance Support is “perform“. When it comes to training, it’s just learning that’s happening and work takes a break (or is postponed) whereas with Performance Support, it’s learn and work at the same time.

We can also look at how Performance Support Tools are different from training in the following ways:

  • Learners take a training to learn a new concept or skill or obtain more knowledge about that concept or skill whereas Performance Support has more to do with application of that concept or skill and problem-solving.
  • Learners usually require training when there is an indentified gap of skills or knowledge that needs to be bridged or when something needs to be explained about a concept in detail. When it comes to Performance Support, learners need it on-the-job to make troubleshooting a snap and fix problems instantly.
  • Learners will be taking a fixed time off to take a formal training whereas with Performance Support, it’s more about getting access to the job aid whenever they need it while at work and there is no fixed time as such to go through a PST.
  • The goal of a formal training is to help learners acquire knowledge and new skills whereas PSTs are meant to help learners complete their tasks at hand.
  • With training, the learning is structured whereas learning happens incidentally with PSTs.

Do PSTs Replace Formal Training?

As we have noted, PSTs are different from training. However, it is important to note that PSTs are not a replacement for formal training. They complement formal training and can be used to make formal trainings more interesting and meaningful by helping learners not just acquire knowledge but apply it on the job.

Speaking about knowledge acquisition and its application, it is a known fact that there is a significant gap between the two and business gains come about when there is a substantial impact created by the latter.  It is here that PSTs serve as a boon for Learning and Development professionals in terms of helping learners apply the learning on the job and demonstrating a positive impact on the business.

Why Should You Use PSTs?

For learners, especially of the current generation, learning and working simultaneously is a key aspect. In addition, they like learning and working informally.

PSTs are a great tool to boost employee performance as they:

  • Help learners learn and perform tasks independently, without them having to seek external help.
  • Help avoid wastage of time in terms of senior employees guiding lesser experienced employees.
  • Equip employees to complete their tasks in a shorter time and with the desired quality even if they don’t get access to formal training.
  • Simplify tasks for employees and help them understand complex tasks easily.
  • Familiarize learners to new systems or updates in their workflow/process.

Can PSTs Impact The Bottomline?

As I had highlighted earlier, PSTs are easily available and usually embedded directly into the learners’ workflow helping organizations provide the required task support and step up the productivity quotient of their employees. They are typically designed to address a specific challenge.

On account of this, some of the gains that PSTs provide are:

  1. Increase in productivity.
  2. Increase in quality.
  3. Decrease in errors.
  4. Improved turn-around time for a task.
  5. Better service (on account of quicker resolution).

All of these have a direct impact on your bottom-line.

How Can PSTs Be Used?

PSTs can be used in various ways. Specifically:

  • They serve the purpose of informal learning really well.
  • You can use them to complement formal training and bring about greater application of that learning on the job.
  • You can use them to offer instant learning by making them available in learners’ work-flow, ensuring that they get access to them just when they need.
  • They are multi-device compatible and can be offered in mLearning or mobile learning formats helping learners access them on the device of their choice.
  • They gel well with the concept of microlearning and when done so, the impact can be higher.
  • They also have ample scope for integration of other innovative approaches such as gamification, social learning, story-based learning (storytorials), scenario-based learning, guided exploration, and so on.

What Are The Formats That Can Be Used To Design PSTs?

Today, you are spoilt for choice in the range of formats that you can use to create PSTs. I am listing PST options based on the microlearning technique and feature several high impact, rich media formats:

  1. Interactive parallax based scrolling.
  2. Mobile apps.
  3. Complex branching scenarios.
  4. Videos.
  5. Interactive videos.
  6. Whiteboard animation.
  7. Kinetic text based animation.
  8. Infographics.
  9. Interactive PDFs
  10. eBooks and flipbooks.
  11. eLearnings
  12. interaction based step by step guidance

I hope this article provides the required insights on how Performance Support is different from training and the role it plays in engaging employees.

Source: Asha Pandey

 

What Is Performance Support And Why Should You Use Performance Support Tools?

The 70:20:10 model for Learning and Development clearly establishes the need for L&D (Learning & Development) teams to focus on informal learning. In this article, I outline the significance of Electronic Performance Support Systems (EPSSs) and how they can boost learning.

Why You Should Use an Electronic Performance Support System

According to the 70:20:10 model for Learning and Development, we learn:

  • 70% from on the job experiences (experiential learning).
  • 20% from interactions with others (social learning).
  • 10% from formal (structured learning).

As we note from this model, organizations need to focus more on the informal and social learning aspects to effectively achieve their learning mandates.

Let’s first understand what exactly Performance Support Tools (PSTs) are and why you should invest on them.

What Are Performance Support Tools (PSTs) And How Can They Be Used?

Performance Support Tools or PSTs are learning aids meant to help employees with on-the-job support at the precise moment of their need. They are designed to support and guide employees when at work.

They are easily available and usually embedded directly into the learners’ workflow helping organizations provide the required task support and up the productivity quotient of their employees.

Specifically:

  • They are a great fit for informal learning.
  • They can be also used to support formal training to improve the stickiness of learning and its eventual application on the job.
  • PSTs accelerate learning as they are part of the learner’s work-flow and are available precisely at the time of their need. They are designed to be easy to assimilate and easy to apply.
  • You can integrate microlearning-based strategies to create them and see the application levels zoom.
  • Couple them with platforms for social learning and you will see the impact of your training multiply.

Why Does It Make Business Sense For Organizations To Invest On Performance Support Tools?

If I were to ask you what you had for breakfast today, your reply would be an instantaneous one. It isn’t quite going to be the case if I ask what you had for dinner a month ago. We’re creatures who keep forgetting things!

As a matter of fact, we forget 80% of what we learned in 30 days as shown in this diagram featuring the “Forgetting Curve” by Herman Ebbinghaus, a German Psychologist.EI Design Forgetting curve

Formal learning, as you may be aware, takes place for a few days in a year. Now view this from the prism of the Forgetting Curve and you’re bound to have second thoughts about your investments on using only formal training to make the kind of impact you’d like on your learner performance.

So What’s The Way Forward?

A great way to address this challenge is to have a blend of both formal and informal training and offer a solution that treats “Learning as a continuum”.

Here’s what you can do:

  • Ascertain the portions from your formal training program that you want your learners to remember, check, refer or apply, and use Performance Support Tools (PSTs) to reinforce those messages.
  • Design your PST nuggets to be stand-alone assets aligned to specific learning outcomes.
  • Weave your training nuggets into a “learning path” and keep the knowledge thread relevant and in appropriate order over the course of your identified training period.
  • Combine the power of reinforcement with new assets for higher recall, retention, and application of the knowledge gained on-the-job.

The result? You’ll be able to see a dip in your formal training costs and an increase in learner productivity and performance.

How Do Performance Support Tools Help Learners?

Performance Support Tools (PSTs) are informal in nature and much to the learners’ liking, they help them learn and work simultaneously. Performance Support Tools (PSTs) are a learners’ delight as they:

  • Help them perform their tasks without having to seek external help.
  • Cut down on time that would otherwise have been wasted by experienced employees helping the lesser experienced employees.
  • Help new employees complete their tasks in quick time and with the desired quality, especially when formal training is not available.
  • Can be used to help new employees understand complex tasks and processes in a simplified way.
  • Are a great way to learn about new systems, upgrades, or when something is being introduced afresh in the workflow/process.

What Are The Possible Ways To Offer Performance Support Tools?

There is no dearth of options when it comes to offering Performance Support Solutions. At SAP, we offer an Electronic Performance Support System called SAP Enable Now, including:

1. Mobile Apps

Mobile Apps and just-in-time information go hand in hand. They are an ideal way to offer Performance Support at the time of learners’ need – anytime, anywhere.

2. Videos And Interactive Videos

If you had to unpack and start operating your brand new camera and you’re not sure how to go about it, what would you choose – leafing through the manual or a three-minute YouTube video? Most modern day learners opt for the latter. All the more reason for you to leverage on videos and interactive videos to offer Performance Support when your learners are stuck and need help!

3. Decision Making Scenarios.

Learners keep encountering complex situations at work. You can make their life easier through short branching scenarios helping them practice their way out of tough situations and take decisions in a risk-free environment to bring about application of learning on-the-job.

4. Whiteboard Animations.

Animations and illustrations help you say things you would otherwise find difficult to convey. Their innate ability to incite the lighter side in your learners goes a long way in conveying important messages and long-term retention of that information.

5. Kinetic Text/Animations.

True, a picture speaks more than a thousand words. But you don’t need a thousand words every time to say what you want to say. Sometimes, just a few words do the job – especially when they’re set in motion and animated. If text is all you’ve got and the concept you want to convey is not that easy to visualize, Kinetic Text/Animation is what you should be looking at. You can club it with background music or a voice over and the impact will be there for you to see.

6. Interactive PDFs.

Got information locked in lengthy documents? You can convert them into interactive PDFs, provide a user-friendly navigation, and add some visual appeal to please the eye. They’re a great format to help learners go through factual and knowledge-based information quickly and easily. Using this format, you can offer your learners tips, fact sheets, checklists, practical forms, participant guides, processes, and procedure documents.

7. eBooks.

You can convert your documents into HTML5 compatible eBooks and make them multi-device compatible. They can also be converted as SCORM packages. You can package key information in your eBooks in the form of key takeaways from a training program, participant guides, processes, and procedure documents.

8. Expert Videos, Webinars/Recorded Webinars.

Experts carry that aura around them, don’t they? Irrespective of whether it’s a classroom tutor, eLearning guide, or workplace mentor, learners treat them with respect and value their insights. You can offer Performance Support to your learners in the form of expert videos and videos of webinar recordings. You can also track your learners’ performance through assessments with SCORM packaging.

9. Webcast/Podcasts.

These are short episodes of audio or video that learners can download on their device and watch/listen to when traveling, waiting for an appointment, or any other occasion to kill time. They find a lot of takers as they are brief and entertaining. You can use these formats to offer Performance Support at the time of learners’ need as they can be watched/listened to on-the-go.

What More Is Possible?

As we saw, the organizational learning strategy needs to focus on ways and means to enhance on-the-job learning. Performance Support Tools (PSTs) help you achieve this mandate.

PSTs can be aligned easily to your other key learning strategies like:

  1. mLearning or mobile learning (by making PSTs in mobile-friendly formats).
  2. Designing learning for the millennial generation (innovative formats of PSTs can be aligned to the way Millennials learn).
  3. Gamification.
  4. Micro portals.

Advantages:

  1. Reducing the complexity or number of steps required to perform a task
  2. Providing the performance information an employee needs to perform a task
  3. Providing a decision support system that enables an employee to identify the action that is appropriate for a particular set of conditions

One of the leading EPSS Solution is SAP Enable Now. For further Information about SAP Enable Now refer to the following link.

For an introduction video have a look at the following link

 

How To Increase Your Software ROI & Employee Productivity With Just in Time, context sensitive In-Application Performance Support

One of the biggest challenges that organizations face when implementing new business applications is end-user’s resistance to change. By providing user training before or after go-live, full adoption and user acceptance is simply not guaranteed. According to some studies, the average adult mind retains only 22% of a 90 mins training session and the average employee’s time to proficiency is 8 to 14 weeks. In other words, training is an event, and learning is a continuous process. Therefore, one of the most effective ways to realize a higher ROI on software investments and maximize employee productivity is to provide user guidance and help content context sensitive right when they need it, within the live application.

Electronic Performance Support System (EPSS) like SAP Enable Now can provide post go-live performance support and help increase user acceptance, productivity and quality of work.

Context sensitive just in time support

Today’s digitalization initiatives and fast-paced work environment are constantly pushing companies and employees to adopt and leverage new technology to stay competitive. To keep up with these changes, employees often find themselves researching steps and procedures online, asking coworkers for guidance and submitting help desk support requests.

  • 2h daily working time lost to do searching for information per information worker at European companies Source: Berkeley Studie
  • 2.1h every 11’a work interruption. It takes 25’ each to get back to the original workSource: Berkeley Studie
  • 3′ short breaks are enough to double the error rate when completing a reasonably demanding task! Source: Michigan State University (MSU)
  • 63€ for searching a day / per information worker Source: Statistischen Bundesamt Deutschland
  • 15K€ for searching per information worker with a yearly gross income of Ø 40’000 € Source: IDC
  • 375K€ optimization potential per year at 30‘ time saving of a company with 100 information workers Source: IDC
  • Opportunity costs, that is, what else could have been done instead of losing time Source: IDC

While employees can get the information needed from these methods at the right time at the right place, the specific details are not consistent, up to date or tailored for their organizational needs. These methods result in slower productivity, wasted resources, errors and frustrations. Furthermore wasted time, interruptions and opportunity loss.

With SAP Enable Now, whenever employees get stuck while performing a procedure within a software application, they can access to context sensitive just in time support of the used live application and instantly access guided tours, step by step simulations, eLearning, manuals and training guides related specifically to the procedure they’re are trying to carry out. The context sensitive, just in time support can incorporate conceptual information, audio, simulations, assessments, pop-up guides, videos, external data’s and more. Users can access help from their work stations, or on the go using tablets and smartphones. SAP Enable Now has a tracking capability, making it easy for users to provide feedback to authors, subscribe to items, pages or discussions and receive notifications about changes. Managers can also publish detailed reports about the help files‘ usage statistics for different user groups, or specific individuals, which would help managers determine which transactions or procedural areas are the most difficult for employees to become proficient in.

Context sensitive help provides users with a comprehensive, adaptable, engaging, just-in-time and just- enough learning experience.

Business Values

  • Reduces support requests, help desk calls and tickets by up to 62%
  • Reduces support and training costs by up to 70%
  • Accelerates process execution by up to 73%

Eemployees no longer need to search for help, the help finds the user context-sensitive, role-specific and at the right time regardless of the underlying infrastructure

This results in a fast ROI, increases user acceptance, productivity and quality of work

Example: 375’000€ optimization potential per year at 30‘ time saving of a company with 100 information workers.