301
Personalized Electronic
Performance Support System
Using LCMS and Metadata
Shane Verheyen & Sean Lee,
AAA Insurance Exchange
A A A N C N U I E | A A A U N I V E R S I T Y
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ERSONALIZEDE
LECTRONICP
ERFORMANCES
UPPORTS
YSTEMU
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ETADATAW
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AAA Northern California Nevada and Utah Insurance
Exchange
One of the largest motor clubs in the American Automobile Association (AAA) National Federation
Formed in 1900
Federated in 1907 with the American Automobile Association (AAA) Began to offer automobile insurance in 1913 and homeowner's
insurance in 1974
Currently sells Auto and Home insurance products through AAA Clubs in 23 states
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HO
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AAA University
Officially formed in 2006
From decentralized to centralized organization in 2011 Responsible for L&D needs of the organization
3,500 Insurance Exchange employees/contractors
• 2,700 Club employees/contractors • 10,000 +/- independent agents
3
I
MPETUS
AAA NCNU IE University Driving Forces
Reduce labor budget and head counts Release of a new transactional system Reduced time to trainExpanding from regional to national product offerings Transforming from decentralized to centralized workgroup
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UCH
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ONEY
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PENT ON
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EDUNDANT
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ORK
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Content Redundancy (Duration: Percentage)
Findings: Overall 68.7% of training materials are potentially redundant.
Simple Calculation: 13 FTEs X 8 hours X 20 days X 12 Months X $NN X 68.7% = $960,000.00+
/-7
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HAT
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HE
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ONTENT
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AKE
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UP
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Business Content vs. Instructional Strategy
Findings: Instructional designers spend 87.9% on business content
Opportunity: Instructional designers need to focus more on instructional strategies
Ratio Between Core and Instructional Content
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VOID
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EDUNDANT
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ONTENT
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EDUNDANT
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ONTENT
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WHAT DO YOU THINK IS THE DIFFERENCE BETWEEN BUSINESS CONTENT
AND INSTRUCTIONAL CONTENT?
TYPE EXAMPLES OF EACH TYPE OF CONTENT IN THE CHAT PODS.
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YSTEM
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RCHITECTURE
S I N G L E S O U R C I N G S T R A T EG Y
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General System Structure
• Automated user account management
• Knowledge repository taxonomy and content managed by the business • Master curriculum sourced by Instructional Designers
Learning Content Management System
Knowledge Repository (Business Information)
Master Curriculum
Employee Profile Inventory
HR Information System Learning Management System
•User ID •Course Offerings •Learning Results Instructions Assessment M eta d ata • Func tional ro le s, loc ations, • Tr aining modality , outpu t des tina tion s Business Rules Guidelines Procedures Resources/ Tools Business Information Sends employee Profile M eta d ata • Func tional ro le s, loc ations, • Tr aining modality , outpu t des tina tion s
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ENERAL
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YSTEM
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TRUCTURE
C
ONTENT DISTRIBUTION EXAMPLE
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C
ONTENT
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ISTRIBUTION
S
YSTEM
Contribute & Author Once Update Once
?
Facilitator Guide Job Aid Agent Manual FAQ Sheet Discussion Guide Online/Inline Help LMS Single Sign On Authentication of Users Dy namic Content Delivery Traditional Export Framework 16S
TATIC
R
UNTIME
F
RAMEWORK
Process:
1. Login to Enterprise Application 2. Click Help lick/icon 3. Access Static Online Help
Advantages:
• Enterprise Application-based authentication
• Accessible outside of SSO framework Enterprise Application 2 1
?
O n line H e lp published to W W W from LCM S HTTPS Online Help via WWW 3 Disadvantages:• Content must be compiled and posted to WWW
• Manual process that requires human intervention
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Enterprise Application Process:
1. Login to Enterprise Application 2. Initiate SSO session 3. Click Help lick/icon 4. Access Dynamic Online Help
Advantages:
• Content updates are immediately accessible
• Ability to deliver
contextual/personalized content • Leverage existing SSO standards • Utilizing existing IT provision
management 2 1 3 4
?
Online Help via LCMS SSO HTTPS
D
YNAMIC
R
UNTIME
F
RAMEWORK
Disadvantages:
• Must be on network and part of SSO user group to access content
Contribute & Author Once Update Once Metadata / Decision State-specific Agent Guide Transaction-specific step procedures Role-specific Job Aids Personalized Facilitator Guide
C
ONTENT
E
XPORT
F
RAMEWORK
Advantages:
• Significant reduction in content redundancy
• Users choice capabilities • Manage less content aggregations • Content updates are immediately
accessible
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K
NOWLEDGE
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EPOSITORY
T
AXONOMY
C
USTOMIZED
L
EARNING
S
YSTEM
(M
ASTER
C
URRICULUM
+ M
ETADATA
)
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D
ESIGN
P
RINCIPLES
S I N G L E S O U R C I N G S T R A T EG Y
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Design Principles:
rBIO
1 CKR: Centralized Knowledge Repository 2 LMS: Learning Management System
3 EPSS: Electronic Performance Support System (Online Help, Inline Help, Knowledge Management System, etc.)
Design Principles:
rICO
1 CKR: Centralized Knowledge Repository 2 LMS: Learning Management System
3 EPSS: Electronic Performance Support System (Online Help, Inline Help, Knowledge Management System, etc.)
4 KMS: Knowledge Management System 25
Design Principles:
Collaborative Workflow
Design Principles:
Master Curriculum
Taxonomy
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E
XAMPLE OF
rBIO
IN
M
ASTER
C
URRICULUM
28 rBIO
E
XAMPLE OF
rBIO
IN
M
ASTER
C
URRICULUM
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ESIGN
P
RINCIPLES
:
I
NFORMATION
B
LOCKS
An information block is a small chunk of information having one type of information (e.g., definition, description, etc.), that can be a candidate for a reusable business information object (rBIO) and/or an instructional content object (rICO).31
L
EARNING
A
CTIVITIES
Design Principles:
rBIO E
NCAPSULATION
(E
XAMPLE
)
* PT: Presentation
Refer to Appendix for the Learning Activity Categories
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Design Principles:
Application of rBIO/ICO
to RLO
** RLO: Reusable Learning Object
Definition Description
Procedure …..
rBIOs Overview (BIO)
Image (ICO) Summary (ICO) rBIO/rICO (7 ± 2) Question RLO* Overview State Table
Knowledge Repository Master Curriculum
rICOs Analogy Illustration (Image) Illustration (Animation) ….. Summary 35 Definition Description Procedure ….. rBIOs Overview (BIO) Image (ICO) Summary (ICO) rBIO/rICO (7 ± 2) Question RLO Overview State Table Knowledge Repository
Design Principles:
Linking RLO to Multiple
Channels
Lesson Overview Lesson Summary RLOs (7 ± 2) A ssessment Test Lesson • Online Help • Inline Help • KMS EPSS Images Demonstrations ….. rICOs Illustrations Master Curriculum 36D
O YOU SEE A WAY THAT YOU CAN USE PART
OF THIS MODEL IN YOUR E
L
EARNING WORK
?
37
Enter your thoughts in the session chat.
Q
UESTIONS
?
38
SEAN LEE
Manager –Shared Service Delivery AAA University | AAA NCNU IE Office: 602.467.1755 Cell: 510.248.9010
email: [email protected]
SHANE VERHEYEN
Manager - AAA University Administration AAA University | AAA NCNU IE Office: 719.266.2449 Cell: 719.640.9092
