Three speakers offered three distinct perspectives about Workflow Learning in the session on Tuesday entitled “Understanding Workflow Learning.” Burton Huber, from Ariel Performance, presented an integrated performance centered design approach to workflow learning. Trace Urday, R.W. Baird (formerly Think Equity), provided observations from the outside on the future direction of corporate training. Gary Dickelman, from EPSSCentral, described a performance centered methodology related to workflow learning, and presented award winning best practice examples.

“The key to success,” stated Burt Huber, “Is to bake specialized knowledge into the jobs of highly skilled workers – to make the knowledge so readily accessible that it can't be avoided.” To accomplish this, Huber advised that workflow learning should be built into tools and applications.

According to Huber, what normally happens is a system is developed from an IT perspective, and Training must wait to see what instruction is required. Support has to gear up for new deployment, and the Business unit has to adjust plans to handle a new environment created by the system.

But problems occur when workers are not trained about what the system is about. “We force our workers to learn a whole new language, just to understand the context of their work,” says Huber. “IT typically solves this problem by creating another portal. We are tooling people to death. Instead of one context, we now have three to manage.”

The cognitive load is placed on the worker to figure these performance systems out. Alternatively, Huber advised that rules, data, people and procedures should be aligned with task context. He referenced Gloria Gery who labels this the Performance Zone. You don't have to figure out where it is. Its right there for you.

Huber described three models for performance systems. An External Support system, provides traditional help, stand alone training apps, and searchable applications. An Extrinsic Support system, which provides linked or contextual support, and bolted on support, supports the performance at the moment of need. An Intrinsic Support system has support designed into applications, task support within the interface, and matches the performers' view of the work. This Intrinsic Support system doesn't require work to understand how to use.

Huber argued that the following characteristics define Workflow Learning

• It is integrated into the work context
• It is granular content that can be reused
• The language is in the voice of the performer
• It leverages the “mental models” from performers
• It promotes mastery of tasks and requisite competencies
• Content is broken down into relevant chunks
• It delivers what is needed, only when needed
• Goals and desired outcomes are evident
• Feedback is obvious and linked to resolution

Huber then pointed out the features of three best practices of workflow learning

Example 1: Financial Services – Field Sales Force

• Navigation and labels match users view of their business
• Workflow well defined while providing access to all planning activity
• Support for all levels of expertise
• Provides structure of the task and process
• Integrating data into the decisions they had to make

Example 2: Construction Equipment Manufacturer – Fleet Management

• Logical navigation with evidence of task progression
• Easy to understand data representation
• Translation into the “voice of the Fleet Manager”
• On screen instruction in lieu of training
• Additional anticipated resources available
• Multiple views to support personalization
• Common usage of “bulletin board” metaphor for visual display

Example 3: Professional Services – Continuing Professional Education Tracking

• Structured support interface for completing the right information
• Direct input. Form view
• “Advisor” facility available to provide best practice information and expert advice

Huber closed by offering the following recommendation: “If you are serious about workflow learning and what it means to your organization, get hold of examples of best practices, find the right sponsor, convert the sponsor to an advocate, and educate him/her about best practices, and then get help.”