Dr. Tony Karrer is the Founder of TechEmpower and, as of 2019, over the past 22 years, has worked as a Chief Technology Officer, technical consultant or technical advisor.  He holds a Ph.D. in Computer Science from the University of Southern California (Karrer, 2019).  In 2009, he posted the following statement on his eLearning Technology blog: “Twitter is not a tool for people who are new to social media and the use of social media for personal learning and work.” (Karrer, 2009).

Given that his statement is more than ten years old, one must keep in mind that there is a whole block of emerging workers that have used Twitter during this time, and one can also presume they are comfortable with it.  Despite this, I believe this statement still holds with learners that are new to social media.  Twitter is a medium that possesses some advantages for training purposes but falls short of other learning mediums, both from an ease of use perspective and design limitations.  Further, when ranked against other social media platforms, Twitter ranked 13^th out of 15, in terms of users, with 340 million as compared with Facebook with 3.5 billion and YouTube at 2 billion users (Clement, 2020). Yet another limitation with Twitter is that you can only send direct messages to one user at a time (Pappas, 2017).

A significant benefit of using Twitter as a learning tool is that it is easily accessible using a mobile device, but in this age of technology, the same is true for many training tools.  Another advantage of using Twitter is the micro-blogging feature that limits characters to 140, thus facilitating “chunk” learning, which allows learners to receive information in smaller amounts, facilitates it to allowing users to commit the knowledge to memory (“Chunking Strategy,” 2015). However, if the message requires more than 140 characters to be meaningful and inclusive of the entire thought, Twitter is not the tool to use.

While Twitter is used in education, it has been primarily utilized as a communication tool between teachers and learners, specifically in the K-12 environment. (“Online Tools for Teaching & Learning,” 2020) Teachers also use it to provide updates to homework assignments or real-time updates for projects (Tang & Hew, 2017).

To see how important ease of use is to learning, one only needs to look at two other critical business functions that use social media extensively. The Marketing and CRM (Customer Relations Management) functions in corporate America use social media extensively to teach, educate, and engage current and potential customers with their products and services. A study conducted by Harvard Business Review cites what they refer to as a “decision simplicity index,” which measures how easy it is for consumers to gather and understand (or navigate) information about a brand (Freeman, 2014). Brands that scored in the top quarter in their study were 86% more likely to be purchased by the consumers considering them. Another study conducted by Superoffice.com cited surveyed customers as stating that ease of use was the most important element determining whether they use a CRM system or not. (“12 amazing CRM charts you don’t want to miss,” 2019)

I am not new to social media, and I recently began using Twitter.  While I have been able to follow tweeters with relative ease, I have had difficulty maneuvering through tweets to get to specific information.  Being a new Twitter user, I find myself overwhelmed with the amount of news and “tweets.” If I were required to use this platform today as a learning tool, I suspect I would fail.  I can only imagine how someone new to social media would fare.

References

12 amazing CRM charts you don’t want to miss. (2019, December 03). Retrieved February 26, 2020, from https://www.superoffice.com/blog/crm-charts/

Chunking strategy. (2015, October 4). Retrieved February 26, 2020, from http://thepeakperformancecenter.com/educational-learning/thinking/chunking/chunking-as-a-learning-strategy/

Clement, J. (2020, February 14). Global social Media RANKING 2019. Retrieved February 26, 2020, from https://www.statista.com/statistics/272014/global-social-networks-ranked-by-number-of-users/

Freeman, P. (2014, August 01). To keep your customers, keep it simple. Retrieved February 26, 2020, from https://hbr.org/2012/05/to-keep-your-customers-keep-it-simple

Karrer, T. (2009, January 21). Twitter as personal learning and work tool. Retrieved February 26, 2020, from http://elearningtech.blogspot.com/2009/01/twitter-as-personal-learning-and-work.html

Karrer, T. (2019). https://www.linkedin.com/in/tonykarrer/. Retrieved February 25, 2020, from https://www.linkedin.com/in/tonykarrer/

Online Tools for Teaching & Learning. (2020). Retrieved February 26, 2020, from https://blogs.umass.edu/onlinetools/community-centered-tools/twitter/

Pappas, C. (2017, July 20). Using Twitter for ELEARNING: 8 pros and 6 cons to consider. Retrieved February 26, 2020, from https://elearningindustry.com/using-twitter-for-elearning-8-pros-and-6-cons-to-consider

Tang, Y., & Hew, K. F. (2017). Using Twitter for education: Beneficial or simply a waste of time? Computers & Education, 106, 97-118. doi:10.1016/j.compedu.2016.12.004

1. Complete the simulation.

After completing the simulation, the flight attendant will be able to demonstrate the steps necessary to secure the cabin for an emergency landing.

2. You will better understand finances.

Upon completion of the course, the learner will be able to identify and apply the basic components to develop a monthly household budget based upon his/her income.

3. Gain an appreciation for classical music.

Upon completion of this course, the learner will know the history and complexity of classical music and will be able to identify specific composers.

4. By the end of the year, you will increase your sales volume by at least 15%.

Upon completion of this module, the learner will be able to recite and apply the five demonstrated closing techniques to increase sales volume by 15% by the end of the year.

Technology has become an everyday component of people’s lives.  We use it for work, personal computing, socializing, and entertainment.  As a society, we have come to rely heavily on technology to conduct our everyday lives.  It affects how we communicate, how we shop, our transportation, even social events such as weddings and party planning.  Most importantly, technology gave birth to what has become a primary learning medium for our current and emerging workforces, the internet, and online learning. Whether it be learning about our current events or learning how to change a faucet in our homes, many adults now use the various online mediums as a primary source for informational learning.

            My reaction to technology began in 1996 when the world wide web or internet was a brand-new thing.  I worked in advertising, and just a handful of people (myself not included) in the company understood this new phenomenon, but only on a limited basis.    

            Twenty-four years later, I continue to be amazed at how technology, specifically the internet, touches millions of people’s lives numerous times daily in one way or another.  Advances in technology have affected, and largely improved, workplaces by providing streamlined processes to operations that were previously manually conducted (Cascio and Montealegre).  We have gone from massive amounts of paper to cloud storage, from libraries and bookstores housing millions of books to E-books.  Organizations use and rely on technology to implement new systems, conduct meetings, and provide training, amongst other things (Cascio and Montealegre). 

            Companies that do not adapt to these changes will be left behind and vulnerable to competitors that do (Cascio and Montealegre). Further, the largest group in today’s workforce, millennials, grew up using technology (Freifeld).  They are known as the “digital native” generation, and they expect a workplace that is technologically savvy and advanced (Freifeld).  The “easier/better” way to do things is a mindset that exists in today’s work environment.  Because this group prefers to spend a small percentage of its training time (12%) in in-class training, human resources development leaders must consider a variety of training methods, many of which are born from technology.  Some examples of this training include microlearning, or chunking, video gaming, and videos (Freifeld).

            We must keep in mind, however, that for all of the benefits we have and can continue to experience by embracing technological advances, two critical factors cannot be left to chance. The first is to understand that technology is a double-edged sword; for every advancement made, we become more reliant on technology to run our businesses, and with that, we become more vulnerable when it fails us. For example, over the last two decades, we have been victim to an unprecedented number of data breaches where personal information has been compromised and used for criminal purposes. In 2005 there were 136 data breaches reported as compared to 2014 with 2,100 data breaches in which more than 700 million records were exposed (De Groot). This past week’s debacle surrounding the results of the Iowa Caucus is another example of what an over-reliance on “unchecked” or “disruptive” technology can do.

            The second factor is that we cannot lose sight that technology should enhance the human experience, not replace it. Empathy, judgment, and creativity are but a few of the skills that no technology is currently capable of replicating. Yet, one can argue that they are the most critical elements of a positive relationship with employees and customers. The human resources function is about the management of an organization’s human capital. That capital manifests itself in people; people with emotions and problems that many times, technology cannot fix (Yancey-Siegel). To lose sight of that is a potentially serious misstep that no technology in the world can resolve.

            Professionally, I have also had to adjust to technological changes in the workplace.  My company has automated many processes, including several specifically related to Human Resources, my functional area of responsibility.  While we still have a ways to go, I believe we are going in the right direction.  Having adapted to many of the technological changes I have experienced over the years, I recognize that I do not maximize the use of technology in my work or my personal life.  For example, both my vehicle and my phone provide quite a few technology-based features that would simplify many things for me; however, I do not invest the time to explore these features, and thus they go unused.  I expect that over time, this too must change.

References

Cascio, W. F., & Montealegre, R. (2016, March). How Technology is Changing Work and Organizations. Retrieved from http://www.researchgate.net

De Groot, J. (2019, October 24). The History of Data Breaches. Retrieved from https://digitalguardian.com/blog/history-data-breaches

Freifeld, L. (2018, January 04). A Guide to Millennial Learning. Retrieved from https://trainingmag.com/guide-millennial-learning/

Yancey-Siegel, W. (2017, June 23). 6 Skills That Won’t Be Replaced by Artificial Intelligence. Retrieved from https://www.opencolleges.edu.au/informed/features/6-skills-wont-replaced-artificial-intelligence/

Zappos is an online retailer that primarily sells shoes, clothing, and accessories.  While the quality of the goods they sell are comparable to other such retailers, what sets Zappos apart from its competitors is the level of customer service the company provides and the latitude it gives its associates to provide that service.  Their culture drives all of this.

            Zappos’ vision is to “deliver happiness to customers, employees, and vendors” and is specific to the customer service experience that is provided by Zappos associates.  Specifically, Zappos’ mission is to “provide the best customer service possible.  Deliver WOW through service.”  What is WOW?  Miriam-Webster defines WOW as “used to express strong feelings (such as pleasure or surprise), a striking success, and excite to enthusiastic admiration or approval. The companies’ values are 1) Deliver WOW Through Service, 2) Embrace and Drive Change, 3) Create Fun and a Little Weirdness, 4) Be Adventurous, Creative, and Open-Minded, 5) Pursue Growth and Learning, 6) Build Open and Honest Relationships with Communication, 7) Build Positive Team and Family Spirit, 8) Do More with Less, 9) Be Passionate and Determined, and 10) Be Humble.

            Because Zappos’ values its strong culture, the company created Zappos University, to provide associates the opportunity to pursue growth and learning.  The company offers ULearn classes (videos and webinars) that are available to all associates based on their interests.  Associates can select courses that will help them grow in their current positions or positions for which they might be interested in the future.

            Zappos also provides Shadow Sessions, which allows team members to shadow associates in specific disciplines to see if the work is something that would be of interest to them.  Additionally, Zappos provides life coaching to help associates “uncover the path to the best version of themselves.  At Zappos, there is a team of professionals to work with associates in reaching their goals, and ultimately, their ikigai – “the reason they get up in the morning.”

            Not only does the company embrace learning for its associates, but Zappos Insights was created to help other companies improve their cultures.  They offer a 3-Day Culture Camp that is designed to develop and improve employee engagement, increase productivity, promote brand loyalty, and enhance performance.  Their curriculum includes defining values, committing to those values, and hiring for culture fit.  It also provides new hire training, WOW customer service, and employee engagement.

            Zappos has a unique culture that is working as it has been ranked as a top 100 employer for multiple years by both Fortune Magazine and CNN Money.

First, let me start by stating that I had no idea this was an offering on LinkedIn.  I have been a LinkedIn user for years; however, I have primarily used it for networking, and, from time to time, recruiting.  I suppose this, like other forms of social media, is not a tool I have maximized for business.

            I opened and poked around HR as a Business Partner.  I liked the way the course was broken down in short, easy to understand, modules.  The site allows you to review at your own pace, and the table of contents provides links so that you can navigate to where you might want to revisit the clip.  There were also transcripts for the who prefer reading to watching a video.  The course provides more than one learning method.

            What I am excited about is the second course I visited, which was Certification Prep: SHRM-CP.  I have wanted to sit for this exam for years but have always found a reason to avoid it.  I have actually purchased the Learning System for the prior designations but did not apply myself, and ultimately the material became outdated for the certification.  This course also provides for more than one learning style, video, and transcript, but it also provides exercises that will be useful study guides.  I will use this as part of my preparation for the exam.             Both courses I visited seemed user-friendly.  Both instructors appeared to be engaging and credible.  While I probably would not use the module quizzes for HR as a Business Partner, I would for the certification course as ultimately the course is preparing the learner for an exam.

In today’s business, the competitive environment is not only about goods and services, but it is also about talent acquisition and retention.  Not only do employers have to provide competitive pay and benefits for associates, but to differentiate themselves, they must also provide an environment where associates can learn and grow.  It appears that Best Buy ranked 3^rd out of 125 by Training magazine 2019, is doing just that.

            According to Training magazine’s, Best Buy’s Training Evolution, published in In 2018, Best Buy set three strategic goals: 

1. Evolve How We Sell
2. Expand What We Sell
3. Continue to Reduce Costs and Drive Efficiencies

            The third initiative appears to run counter to the first two, but for Best Buy, it works.  The company understands that to achieve all three goals, investment in human resources is critical.

            Best Buy continues to invest in sales training, the first goal because there is a “direct connection to driving sales and a better customer experience.”  It has developed the Sales and Solutions Essentials (SSE), which is a four-day training for all new sales associates. The training, divided into four sections, focuses on the company’s main product categories: Computing, Home Theater, Appliances, and Mobile.  The company believes this approach has not only helped revenue and profits, but it has also positively impacted its customer satisfaction rating. 

            The company has also invested time in trials, testing products that could potentially be part of Best Buy’s offering.  Again, it has been a thoughtful process that then resulted in offerings such as In-Home Sales.  The company developed the offering but also provided training to its associates so that it was adequately rolled out and supported.

            By investing in training in the three areas outlined above, Best Buy has been able to provide consistently delivered product offerings while providing excellent customer service.  Because the company delivers training using various methods – in-person, e-learning, shadowing, videos, and learning bytes, the company has reduced its training expenditures by $1 million while keeping training as a top priority to meet the above goals.

            I had the opportunity to visit a Best Buy during the holidays.  The store was filled with shoppers and I fully expected it to be a long and painful experience.  Much to my surprise, it was not.

https://trainingmag.com/trgmag-article/best-buy%E2%80%99s-training-evolution/