The document discusses leveraging social media for learning and development. It outlines an agenda that includes discussing social media and learning, four ways to use social media for learning, implementing social media at TELUS, and a question and answer session. The four ways are augmenting formal learning, collaborative learning, communities of practice, and learning in the workflow. TELUS implemented social media gradually over time and saw employee engagement rise from 53% to 70% from 2007 to 2011.

1. Leveraging Social Media for
Learning and Development
Webinar
May 29, 2012
Tom Gram Dan Pontefract
Global Knowledge TELUS
About us
Tom Gram
Senior Director,
Dan Pontefract
Leadership and Business Solutions Head of
Global Knowledge Canada Learning and Collaboration
TELUS
tom.gram@globalknowledge.com dan.pontefract@telus.com
@tomgram1 @dpontefract
performancexdesign.wordpress.com danpontefract.com
ca.linkedin.com/in/tomgram ca.linkedin.com/in/danpontefract
© 2010 Global Knowledge Training LLC. All rights reserved. FOR INTERNAL USE ONLY 5/31/2012 Page 2
Agenda
 Social media and learning
 4 ways to use social media for learning
 Implementing social media for learning at TELUS
 Q&A
© 2010 Global Knowledge Training LLC. All rights reserved. FOR INTERNAL USE ONLY 5/31/2012 Page 3
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2. Social Media for Learning and Development
Share
Collaborate Discuss
Social
Media
Research Network
Create Publish
© 2010 Global Knowledge Training LLC. All rights reserved. FOR INTERNAL USE ONLY 5/31/2012 Page 4
Informal Learning and Social Media
T
Expert
T
T • Doing
• Asking questions
• Receiving feedback
• Discussing
• Observing
• Collaborating
T
• Researching
• Refining skills
• Coaching others
Novice T
Time
T Formal training event
© 2010 Global Knowledge Training LLC. All rights reserved. FOR INTERNAL USE ONLY 5/31/2012 Page 5
TELUS Definitions
2

3. Classrooms Are Not The Sole Answer
Michael M. Lombardo and Robert W. Eichinger
Center for Creative Leadership
Princeton University
The Career Architect Development Planner
70 20 10
• 70% - real life and on-the-job
experiences, tasks and problem solving.
• 20% - feedback and from observing and
working with role models.
• 10% - formal training.
7 TELUS Confidential
8 TELUS Confidential
TELUS Learning Definitions
Learning is a connected, collaborative and continuous process.
Formal Informal Social
A self contained learning A learning opportunity An exchange of ideas
event, typically scheduled without ceremony, atypical or information characterized
& tracked, providing a to formal learning, by friendly interaction, providing
comprehensive, logical providing guidance, supplemental understanding
approach to a topic. expertise or acumen on via personal & professional
the go. networks.
9 TELUS Confidential
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4. Connected Learning
Connected
Learning
Model
10 TELUS Restricted and Confidential
Challenges and Opportunities of Social
Media for Learning
Challenges Opportunities
• Formal learning processes • Continuous learning
• Roles, skills and knowledge • Impact and reach
• Top down needs • Support informal learning
• Measurement and • New skills and knowledge
evaluation • Connect formal and
• Event mindset informal
• 70-20-10
© 2010 Global Knowledge Training LLC. All rights reserved. FOR INTERNAL USE ONLY 5/31/2012 Page 11
Agenda
 Social media and learning
 4 ways to use social media for learning
 Implementing social media for learning at TELUS
 Q&A
© 2010 Global Knowledge Training LLC. All rights reserved. FOR INTERNAL USE ONLY 5/31/2012 Page 12
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5. 4 Ways to Use Social Media for Learning
Augmented Collaborative Communities of Learning in the
Formal Learning Learning Practice (CoP) Workflow
T
T
Social Media tools Collaborative and Structured communities Social business tools
made available in social learning activities used to discuss, share used in the
conjunction with formal are an integral part of a and learn topics of accomplishment of
learning programs (e- formal learning common interest work tasks
learning or classroom) program
Formal Informal
© 2010 Global Knowledge Training LLC. All rights reserved. FOR INTERNAL USE ONLY 5/31/2012 Page 13
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1 of 11 TELUS Leadership Values Attributes
Connected Learning Options
15 TELUS Restricted and Confidential
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6. 16 TELUS Restricted and Confidential
Augmenting Formal Learning
Examples Role of the Learning Pro
 Facilitated discussions and chat  Instructional design
 Ask the expert  Activity design using social media
 Polls tools
 Post resources: videos,  Social media content posting
documents, photos  Facilitation using Social Media
 Link to blogs, articles and tools
bookmarks
 Leverage existing communities
© 2010 Global Knowledge Training LLC. All rights reserved. FOR INTERNAL USE ONLY 5/31/2012 Page 18
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7. Collaborative On-Line Learning
Programs
Examples
Instructor
 Resources: videos, documents,
photos
 Assignments and scheduled activities
 Facilitated discussions and chat
 Scheduled webinars
Le Learning
 Group case studies
Peers arn
er
Activities  Pre and post work
 Links
Role of the Learning Pro
Content
 Instructional design
 Collaborative learning activities
 Social media resource development
 Facilitation using social media tools
© 2010 Global Knowledge Training LLC. All rights reserved. FOR INTERNAL USE ONLY 5/31/2012 Page 19
2
Live Webcast Live Buzz-blogging Habitat Videos
7

8. Communities of Practice
Examples Role of the Learning Pro
 Forums and discussions  COP Design and Implementation
 Live chats  Developing seed content
 Invited guests  Fostering participation and
 Links to blogs, articles, bookmarks activity
 Locate experts
 Social media coaching
 Wiki document creation
 Facilitation using Social Media
 Shared bookmarks
Community tools
 Activity catalysts
 Knowledge curator
 Sustainment vehicle
© 2010 Global Knowledge Training LLC. All rights reserved. FOR INTERNAL USE ONLY 5/31/2012 Page 22
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9. Social Media and Learning in the
Workflow
Examples Role of the Learning Pro
 Social business platforms  Fostering participation and
 Connecting individuals in activity
productive, efficient ways  Coaching in the use of
 Breaking boundaries and social media tools
better aligning actions to  Help teams capture
needs knowledge
 Insight to anticipate and  Help teams learn from
address opportunities experience
© 2010 Global Knowledge Training LLC. All rights reserved. FOR INTERNAL USE ONLY 5/31/2012 Page 25
26 TELUS Restricted and Confidential
27 TELUS Restricted and Confidential
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10. 28 TELUS Restricted and Confidential
Attending the Senior Leadership Forum this week
29 TELUS Restricted and Confidential
Agenda
 Social media and learning
 4 ways to use social media for learning
 Implementing social media for learning at TELUS
 Q&A
© 2010 Global Knowledge Training LLC. All rights reserved. FOR INTERNAL USE ONLY 5/31/2012 Page 30
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11. TELUS
Implementation &
Results
Implementing Social – Not a Big Bang
Technology
• Wikis & Blogs (Confluence)
• Instant Messaging (Office Communicator) • Profiles & Content (SharePoint 2010)
• Web Presentation (Live Meeting) • Virtual Worlds (Avaya web.alive)
• Video Sharing (Home Grown) • Federated LMS (TBD)
• Intranet (BEA) • Micro-Blogging (ShareTronix)
• ERP (SAP) • Video Meetings (Telepresence)
• Web Presentation (Net Meeting) • Idea Generation (Home Grown)
• Grassroots Wikis (Media Wiki) • WebJams (Confluence)
<2008 2009 2010 2011
Behaviours
• 53% Engagement • Learning 2.0 Framework • TELUS Leadership Philosophy • Habitat Social Common Brand
• Fair Process • Tight-Loose Culture • Learning 2.0 = Connected Learning
• Flexible Work Styles • Customers First • Engagement soars
32 TELUS Confidential
Common Brand on Social
33 TELUS Confidential
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12. Leadership & Learning Linkage
Formal
Informal Leadership
Social
Formal
Informal
Learning Social
34 TELUS Confidential
Latest Results
Employee Engagement Learning Driver
2007 – 53% 2007 – 55%
2011 – 70% 2011 – 70%
70% of TELUS 70% of TELUS
40% of TELUS
actively has seen a
actively
participate in return on their
participate in
formal & performance
social learning
informal learning due to FIS
User Generated Videos Micro-Blogging
Blogs and Wikis
>750 unique videos >13,000 team members
>60,000 pages
uploaded > 25,000 original posts +
>20,000 comments
>10,000 views >100,000 comments
35 TELUS Confidential
Connecting Formal, Informal and Social
© 2010 Global Knowledge Training LLC. All rights reserved. FOR INTERNAL USE ONLY 5/31/2012 Page 36
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13. Questions
Tom Gram
Senior Director,
Dan Pontefract
Leadership and Business Solutions Head of
Global Knowledge Canada Learning and Collaboration
TELUS
tom.gram@globalknowledge.com dan.pontefract@telus.com
@tomgram1 @dpontefract
performancexdesign.wordpress.com danpontefract.com
ca.linkedin.com/in/tomgram ca.linkedin.com/in/danpontefract
© 2010 Global Knowledge Training LLC. All rights reserved. FOR INTERNAL USE ONLY 5/31/2012 Page 37
Thank You
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