Innovate How You Educate Your End-Users

Rebe de la Paz

@Rabedela

www.pepuptech.org

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Forward-Looking Statements

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This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services.

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Your end-user training is not working. Salesforce is live and your adoption needle is hovering between give-up and what do we do?

Your Salesforce Adoption Needle

Just give up! What do we do?

What You Will Learn Today

• Quick training wins through burst training

• Innovating advanced strategies through communications using Salesforce

• How to make a lasting effect when you develop a training schedule

“…people now generally lose concentration after eight seconds, highlighting the affects of an increasingly digitalized lifestyle on the brain.”

‘You Now Have a Shorter Attention Span Than a Goldfish’, McSpadden, Kevin; May 14, 2015; TIME Health Neuroscience

“But these and other media reports miss an important aspect about the human brain: it’s adaptable.”

“Thousands of psychological, neurobiological and social science studies have been conducted on how we “pay attention”. And one remarkable pattern shows that most of the time, we don’t.”

‘Another modern myth: Shrinking attention spans’, Porterfield, Andrew; July 25, 2016; Genetic Literacy Project

“If you want people to learn, retain, and ultimately transfer knowledge to the workplace, it is essential that you understand the ergonomics of the brain. Our brain is enormously powerful; it can remember vast amounts of information, so we need to design training that is compatible with the brain’s natural ways of learning.”

Ergonomics – is the science of designing products and tools in ways that are compatible with people’s strengths.

…ergonomics of the brain.

Brain Science: The Neuroscience of Teaching and Learning

‘The Training of Teachers and Trainers: Innovative Practices, Skills and Competencies in the use of eLearning’, Gray, David E.; Ryan, Malcom; European Journal of Open, Distance and E-Learning

Let’s Talk About the Forgetting Curve

• Within One Hour, Lose 50%

• Within 24 Hours, Lose 70%

• Within 1 week, Lose 90%

“…corporations spend $60 billion on training…”

$170 billion spent by U.S. onlyAssociation for Talent Development(December 12, 2017)

How does the Forgetting Curve affect Training ROI?Let’s do the math!

2017 Numbers:

$1,252 spent per employee

$170 billion total spend by U.S. alone

ONE HOUR à $1,252 x .50 = -$626 Loss

ONE DAY à $1,252 x .70 = -$876 Loss

ONE WEEK à $1,252 x .90 = -$1,126 Loss

X-$1,126

Use It or Lose It!

Beating the Forgetting Curve – Booster Questions

(2 x 2 x 2) OR (3 x 3 x 3)

Booster Question – Quick question that helps someone recall the information they just learned

How will this help me train people?

Magic Brain Formula = Secret Sauce for Teaching

Memory & Retention

Engagement Assessment+ +

BobStarts Work

Ends Work

Lunch Break

Bob in a Box

BobEMAIL

Training Guides

Training Videos

Customized Software Classes Webinars

How do we get Bob out of the Box?

• Lasting effect when you develop an ongoingfun training schedule

Memory & Retention

Engagement

Assessment

• Quick training wins through burst training

• Innovating advanced strategies through communications using Salesforce

Most Common Problems I Have Faced

• Everyone was a Bob in the Box

• There was no budget for training

• The company already implemented a failed train the trainer model

• Full day training – not happening

• Remember the adoption gauge? – Fully pointed to “Just Give Up!”

Applications of the Magic Brain Formula

Experience #1

Collaborated with team leads and team supervisors to speak during their team meetings

Highlighted important key Salesforce features

Assessment time at the end

Service Team

Experience #2

Spent 10-15 minutes with each CSR during problem resolution time or watercooler talk time

Leveraged interaction time already used

Service Team

Repetition & recall challenge was key

Experience #3

Collaborated with sales team trainer and used the following:

Sales Team

Required fields & approvals to launch new object

Visual workflow as guided walk-through

Weekly Open Office Hours

Chatter Groups

Launched Almond

Experience #4Sales Team

Session 1:Lecture mode & walk-through

Session 2:Class walk-through

Quiz Time!

Session 3:Scenario based walk-throughs & quizzes

EVERYONE LOVES SOME FUN!

Gamified My Learning

Experience #5Net New Non-Profit

Follow-up via Social Media

Trailhead Challenge/Trailhead Tracker

Quiz Time!

Salesforce Features, Apps & Resources to Leverage

Salesforce Features, Apps & Resources to Leverage

Native Features:

• Chatter & Chatter Groups

• Approvals• Visual Workflows

AppExchange App:

• almond• Appinium

Salesforce Resources:

• Trailhead

Checkout the AppExchangeSalesforce Free LMS Apps

Trailhead

• Instantly comes with a dev org, all new Playground

• Easily accessible to everyone with internet

• Not just admin or developer tracks

• Blend with your internal training

BobStarts Work

Ends Work

Lunch Break

Bob in a box

Just give up! What do we do? We Got This

You’ve Impacted Your Adoption Needle!

Takeaways from this session!

Magic Brain Formula = Secret Sauce for Teaching

Forgetting Curve & Memory

RetentionØ Overcome the curve

with burst training & booster assessments

Attention Spans –

EngagementØ Communications

leveraging Salesforce & Social Media

Long Term Development &

Continuation TrainingØ Challenge your end-users

Ø Challenge your training

Leverage native Salesforce as

well as free appsØ Training & Help AND Salesforce

Tips & Tricks Chatter GroupsØ Build automation to track &

demonstrate success as well as

provide helpful boosters for

end-users

Memory & Retention Engagement Assessment

Make it Fun!

Were you paying

attention!

Assessment Time