The quarterly publication of the International Legal Technology Association
Issue link: https://epubs.iltanet.org/i/34686
BEST PRACTICES WHEN KNOWLEDGE IS THE DIFFERENTIATOR answered in a number of ways that are managed by learning professionals through on-call trainers, helpdesk, e-learning, quick reference guides and classroom events. However, they also get many questions answered informally through Google searches, websites, trial-and- error experience, and information shared with coworkers and friends. Tomorrow’s learning efforts must put the learner at the center of all knowledge. Whether learners seek legal know-how, technological know-how or process know-how, they need quick and easy access to the information in their moments of need. Learners of tomorrow need to be “agile learners,” learners who can continue to acquire new knowledge and skills to stay ahead in a quickly changing market. These learners are self-directed. They learn fast, they share what they learn, and they adapt quickly to new processes and workflows, often defining those processes for others. In 2020, learning equals working and working equals learning. They are synonymous. This is “next-generation learning” in law firms. Learning is also becoming more “socialized.” This learner-controlled, real-time and sometimes viral learning is consumed in the moment of need. The learner expects relevancy beyond the one-size-fits-all content that is often delivered in today’s classroom. Social connections are made through blogging, chatting and tweeting. Also, by seeking and finding experts, and then sharing knowledge, real- world experiences, and information about best practices through wikis, video blogs and testimonials, learning becomes a continuous and collaborative process. By leveraging social technologies, learning professionals can extend connections beyond the physical confines of the firm, and support learners anytime and anywhere. SUPPORTING LEARNERS WHEN THEY NEED IT MOST The role that learning professionals will play in this “new normal” of rapid knowledge seeking and learning agility is to provide the practices and tools learners need, individually and collectively, for efficient work performance. In the learning industry, this is often referred to as performance support — supporting learners when they need support the most. Conrad Gottfredson and Bob Mosher, in their book “Innovative Performance Support” define these five moments of learning need: • New: When people are learning something for the first time. Think about when Microsoft Word was new to firms, or when Matter Centricity was introduced for document management. Concepts, workflows and tools were new. By 2020, firms will have strategically grown into new practice areas and new service offerings, may bring in lateral hires and may be involved in transatlantic or global mergers. These types of changes will invariably bring about new systems and new roles, which must be learned. • More: When people expand on what they have learned and need to learn more. In today’s firms, ongoing training programs have been developed to meet this need. In 2020, the successful law firm will be focused on mastering and leveraging existing technologies. Users today only use a small portion of what is truly available to them. CIOs recognize this as an area for strategic improvement in their firms. • Change: When people are learning a new way of doing something that may require them to change skills that are deeply ingrained in their practices, or when a process or workflow changes. An example of this would be the introduction of the new Ribbon user interface in Office 2007 and Office 2010. In 2020, some users may be in changing roles, or having to change the processes they follow to get their work done as part of a larger efficiency initiative. • Apply: When people are at the point that they need to act on what they have learned. This is where learners are trying to remember what was taught (new skill or process). This is also where learners start to adapt their workflows and processes and adopt the new technologies. If learning professionals fail here, user adoption drops, and people start to fall back on old processes and habits. In 2020, this is where learning has to be accessible outside of the classroom or training event. It has to be readily available when learners are applying the knowledge and recalling what they need to do. • Solve: When things don’t work as expected or problems arise. In most firms, this is where the call to the helpdesk comes in, or the ‘shout out’ to a colleague for help. If success doesn’t come quickly, then frustration is the common response and learners may just give up. Accessible solutions need to be the norm in 2020. Peer to Peer the quarterly magazine of ILTA 19