When Remembering Really Matters: The Power of Serious Games for Employee Learning and Retention
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#CLOwebinar The presentation will begin at the top of the hour. A dial in number will not be provided. Listen to today’s webinar using your computer’s speakers or headphones. When Remembering Really Matters: The Power of Serious Games for Employee Learning and Retention
The presentation will begin at the top of the hour.
A dial in number will not be provided.
Listen to today’s webinar using your computer’s speakers or headphones.
When Remembering Really Matters: The Power of Serious Games for Employee
Learning and Retention
#CLOwebinar
Speakers: Sharon Boller President, Chief Product Officer Bottom-Line Performance Inc. Steven Boller Marketing Director Bottom-Line Performance Inc. Moderator: Sarah Sipek Associate Editor Chief Learning Officer magazine
When Remembering Really Matters: The Power of Serious Games for Employee
Learning and Retention
#CLOwebinar
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Frequently Asked Questions
#CLOwebinar
Sarah Sipek Associate Editor Chief Learning Officer magazine
When Remembering Really Matters: The Power of Serious Games for Employee
Learning and Retention
#CLOwebinar
Sharon Boller President, Chief Product Officer Bottom-Line Performance Inc.
When Remembering Really Matters: The Power of Serious Games for Employee
Learning and Retention
Steven Boller Marketing Director Bottom-Line Performance Inc.
When Remembering Really Matters
Presented by: Sharon Boller – President, Chief Product Officer Steven Boller – Marketing Director
Presenter
Presentation Notes
Replace logo with Knowledge Guru by Bottom-Line Performance logo. Put some sort of fitting image on the right.
Who we are?
Stay till the end: One lucky winner
will receive a Knowledge Guru
“Single-Event” subscription package
for 50 users!
What we will talk about….
How easy it is to forget; how hard it is to remember.
Presenter
Presentation Notes
Remembering is hard. Forgetting is easy. Employees have to complete a lot of training during the year, so much so that is it simply impossible for htem to remember everything that is asked of them. “Processes, policies, terms, Oh My!” While business critical for organizations, so much detail can be overwhelming to learners. This session shares researchon remembering – and forgetting – and identifies techniques that foster long-term retention. It then connects these techniques to games and explains how games can help form long-term memories…and business results. We’ll share recent research on games and case studies that demonstrate how games can be used for learning. In this session, you will: Identify the potentila costs of not remembering Gain an understanding of research-based pricniples such as spaced repetition, feedback loops, and more. Identify the connection between research-based learning methods and tangible business outcomes. Attendees will be entered to win a free “starter package for use in your organization and – after the webinar – are invited to remain for a focused exploration of the game-creation platform, Knowledge Guru.
What we will talk about….
How easy it is to forget; how hard it is to remember.
The business cost to organizations of forgetting
Presenter
Presentation Notes
Remembering is hard. Forgetting is easy. Employees have to complete a lot of training during the year, so much so that is it simply impossible for htem to remember everything that is asked of them. “Processes, policies, terms, Oh My!” While business critical for organizations, so much detail can be overwhelming to learners. This session shares researchon remembering – and forgetting – and identifies techniques that foster long-term retention. It then connects these techniques to games and explains how games can help form long-term memories…and business results. We’ll share recent research on games and case studies that demonstrate how games can be used for learning. In this session, you will: Identify the potentila costs of not remembering Gain an understanding of research-based pricniples such as spaced repetition, feedback loops, and more. Identify the connection between research-based learning methods and tangible business outcomes. Attendees will be entered to win a free “starter package for use in your organization and – after the webinar – are invited to remain for a focused exploration of the game-creation platform, Knowledge Guru.
What we will talk about….
How easy it is to forget; how hard it is to remember.
The business cost to organizations of forgetting
The power games have in helping us remember – and why.
Presenter
Presentation Notes
Remembering is hard. Forgetting is easy. Employees have to complete a lot of training during the year, so much so that is it simply impossible for htem to remember everything that is asked of them. “Processes, policies, terms, Oh My!” While business critical for organizations, so much detail can be overwhelming to learners. This session shares researchon remembering – and forgetting – and identifies techniques that foster long-term retention. It then connects these techniques to games and explains how games can help form long-term memories…and business results. We’ll share recent research on games and case studies that demonstrate how games can be used for learning. In this session, you will: Identify the potentila costs of not remembering Gain an understanding of research-based pricniples such as spaced repetition, feedback loops, and more. Identify the connection between research-based learning methods and tangible business outcomes. Attendees will be entered to win a free “starter package for use in your organization and – after the webinar – are invited to remain for a focused exploration of the game-creation platform, Knowledge Guru.
What we will talk about….
How easy it is to forget; how hard it is to remember.
The business cost to organizations of forgetting
The power games have in helping us remember – and why.
Four strategies for learning; four more for remembering.
Presenter
Presentation Notes
Remembering is hard. Forgetting is easy. Employees have to complete a lot of training during the year, so much so that is it simply impossible for htem to remember everything that is asked of them. “Processes, policies, terms, Oh My!” While business critical for organizations, so much detail can be overwhelming to learners. This session shares researchon remembering – and forgetting – and identifies techniques that foster long-term retention. It then connects these techniques to games and explains how games can help form long-term memories…and business results. We’ll share recent research on games and case studies that demonstrate how games can be used for learning. In this session, you will: Identify the potentila costs of not remembering Gain an understanding of research-based pricniples such as spaced repetition, feedback loops, and more. Identify the connection between research-based learning methods and tangible business outcomes. Attendees will be entered to win a free “starter package for use in your organization and – after the webinar – are invited to remain for a focused exploration of the game-creation platform, Knowledge Guru.
Let’s start with two short exercises.
1 x 12 =____ 2 x 12 =____ 3 x 12 =____ 4 x 12 =____ 5 x 12= ____ 6 x 12= ____ 7 x 12= ____ 8 x 12= ____ 9 x 12= ____
10 x 12 =____ 11 x 12 =____ 12 x 12 =____
#1: Times Tables: Type “Yes” in the chat if you feel VERY CONFIDENT that you could answer this set of multiplication problems without pausing.
Presenter
Presentation Notes
Find out if we can set up a poll or doing a hand raise that is visible to all.
What year did the Civil War begin?
#2 - History: Answer these sentences by typing in the chat window. Please type “don’t know” if you don’t know the answer.
Presenter
Presentation Notes
Answer - 1861
Where did Robert E. Lee surrender, ending the Civil War?
What year did the Civil War start?
Answer these sentences by typing in the chat window.
Presenter
Presentation Notes
AppomottaxCourt House, Virginia
On what date did Abraham Lincoln deliver the Gettysburg address?
Where did Robert E. Lee surrender, ending the Civil War.
The Civil War started in ______.
Answer these sentences by typing in the chat window.
Presenter
Presentation Notes
So – why did you remember some stuff…and other stuff you had to look up?
So…why did you remember some of this stuff, but not other stuff?
Presenter
Presentation Notes
Multiplication tables are learned through LOTS of repetition – and spacing over time as you keep re-learning stuff in school. It gets cemented over time if you use it in real life, right? And we use multiplication all the time as we shop, calculate things, etc. Learning to spell can be the same thing – we have vocabulary words from grades 1 through 8; we may have had some helpful mneumoics (I before E expect after C or when pronounced as in “neighbor” or “weigh” Conversely….it can be the opposite if we don’t routinely write in our jobs or if we come to rely on Spell Check and forget the grammar rules that guide spelling. For most of us, Civil War history was taught ONCE…or, possibly, TWICE if we had any Civil War history in grade school. U.S. history is covered in a semester of high school…and then no more unless someone takes it in college. We have no real-world context for using it either…unless we are an academic or some type of historicla writer or politician. So…our brains conveniently forget the info.
Some stuff you need to know “cold”
Other stuff you can “find/locate”
Presenter
Presentation Notes
Now…there are tools you can use to find/locate all the info we just covered. BUT…it’s not always practical or efficient to find/locate. Some stuff we are going to be more productive with if we know it cold. Let’s take a look at a few of these instances in a work context. Point out that multiplication tables are much easier to know than to always have to turn to a calculator for – they are foundational for enabling us to do lots of other things. We can also look up words – or use Spell Check – but those, too, might lead us astray.
But what about remembering in the workplace…and when it REALLY matters:
You are a customer support engineer for a medical device company. You train lab
technicians how to operate and troubleshoot the $250,000 piece of machinery their hospital
purchased from your company.
Will the hospital be okay if its lab techs have to find/locate info on using the equipment – or does the hospital expect lab techs to know common procedures “cold?”
But what about remembering in the workplace…and when it REALLY matters:
You are a customer support engineer for a medical device company. You train lab
technicians how to operate and troubleshoot the $250,000 piece of machinery their hospital
purchased from your company.
Remembering in the Workplace
You are a rep in a sales meeting. Your customer just shared her needs, and she
wants a response. You need to mentally think through your company’s eight product lines,
select the RIGHT ONE, and then share the appropriate product benefits and features.
She’s waiting….
Remembering in the Workplace
You are a rep in a sales meeting. Your customer just shared her needs, and she
wants a response. You need to mentally think through your company’s eight product lines,
select the RIGHT ONE, and then share the appropriate product benefits and features.
She’s waiting….
Can you Google that? How long will she wait while you find/locate info? Or…does she expect you to formulate a fairly immediate response based on what you ALREADY KNOW AND CAN RECALL?
Remembering in the Workplace
You are a “skip tracer.” Your job is to recover cars if their owners have defaulted on a loan. There’s a
lot of defaults, and the skip tracing process contains numerous steps!
Remembering in the Workplace
How efficient will you be at doing your job if you are constantly finding/locating? What’s okay to look up…and what do you simply need to know and know how to do from memory? What assets go unrecovered if you are slow at the job?
You are a “skip tracer.” Your job is to recover cars if their owners have defaulted on a loan. There’s a
lot of defaults, and the skip tracing process contains numerous steps!
People need to remember lots of stuff in the workplace…
Product knowledge
Presenter
Presentation Notes
Let’s get more specific examples….
People need to remember lots of stuff in the workplace…
Product knowledge
Industry facts
Presenter
Presentation Notes
Let’s get more specific examples….
People need to remember lots of stuff in the workplace…
Product knowledge
Industry facts Policies and
procedures
Presenter
Presentation Notes
Let’s get more specific examples….
People need to remember lots of stuff in the workplace…
Product knowledge
Industry facts Policies and
procedures Research data
Presenter
Presentation Notes
Let’s get more specific examples….
People need to remember lots of stuff in the workplace…
Product knowledge
Industry facts Policies and
procedures Research data Sales messages
Presenter
Presentation Notes
Type in the chat anything I haven’t listed here – that perhaps you yourself just need to KNOW COLD.
What are we spending to train?
ATD (formerly ASTD)’s State of the Industry Report says that companies spent $164 BILLION on training. What did that “investment” net the companies in terms of….
Time saved…or not wasted in the first place?
Money saved…or money gained?
People producing more, producing faster, producing more accurately or feeling less stressed?
Presenter
Presentation Notes
We spend a lot of money to get people to remember stuff – or to “train them.” Big potential costs to a failure to remember product info, sales messages, industry info, policies and procedures: Cost of time lost to training that didn’t add value. Cost in customers. A customer’s inability to remember how to use your product can mean they drop it. Cost in sales or increase in expenses. Sales rep’s inability to remember appropriate sales message or product information might cost you sales. Failure to follow appropriate procedures could increase your company’s expenses.
What do learners remember?
Presenter
Presentation Notes
So when you invest big $$ in training people (either the dollars you spend on developing that training or the dollars your company spends having people participate in training), what do you get out of it? What will people remember? What will they forget?
How much will people forget?
30% in 3 to 6 days’ time
50% in 3 to 6 days’ time
70% in 3 to 6 days’ time
90% (or more) in 3 to 6 days’ time
A
B
C
D
Presenter
Presentation Notes
The issue of forgetting has been getting lots of industry attention. Herman Ebbinghuas
30%, 60%, 90%???
Remembering is HARD. Forgetting is EASY.
Four Strategies to Use
① Provide frequent, spaced intervals of learning instead of unrepeated waves.
② Provide multiple repetitions.
③ Provide immediate feedback for mistakes, and make sure learners get it right before moving forward.
④ Use stories to drive the learning experience.
Presenter
Presentation Notes
Image of white paper could be inserted here.
What we mean by spaced intervals
Good: Micro Spacing
Best: Macro Spacing
Single Session
Single Session
Single Session
or
Day 1
Day 8
Day 16
Reading the research on spacing….
Spaced Repetition in the New York Times:http://www.theknowledgeguru.com/spaced-repetition-featured-new-york-times/
Learning Research by Annie Murphy Paul: Distributed Practice and Spaced Repetitionhttp://www.theknowledgeguru.com/learning-research-annie-murphy-paul-distributed-practice-repetition/
Spaced Repetition: What Research tells us by Dr. Karl Kapp: http://www.theknowledgeguru.com/spaced-retrieval-retrieval-practice-knowledge-guru-research-tells-us/
Learning vs. Retrieval UCLA Bjork Learning and Forgetting Lab: http://bjorklab.psych.ucla.edu/research.html
Where do serious games fit in? And what do we even mean by “game?”
Presenter
Presentation Notes
Let people share via chat their definition of a game. Show definition – but be quick
Where do serious games fit in? And what do we even mean by “game?”
An activity that has an explicit goal or challenge, rules that guide achievement of the goal, interactivity with either other players or the game environment (or both), and feedback mechanisms that give clear cues as to how well or poorly you are performing. It results in a quantifiable outcome (you win/you lose, you hit the target, etc). Usually generates an emotional reaction in players.
Presenter
Presentation Notes
Let people share via chat their definition of a game. Show definition – but be quick
“Remembering” Element Game Elements that Match
Spacing Levels of play, turn-based mechanic
Repetition Replayability, levels, scenarios
Immediate Feedback Rewards and consequences
Stories/themes Depends on whether story is even a component. Themes typically ARE part of a game.
LINKING GAMES TO Remembering
Presenter
Presentation Notes
What’s Required to Learn?
Motivation Relevant Practice
Specific, timely feedback Ability to retrieve later
Presenter
Presentation Notes
These are the five benefits of games I want to focus on – some of which are interrelated: Ability to create clear, measurable goals and contextualize the goal or link the goal to the job (Hit your sales goal, increase customer satisfaction, decrease complaints, etc.) Continuous or frequent feedback (biggest factor in changing performance, BTW) Compared to optimal “right” Compared to others Compared to previous best That can be contextualized (see this “sales goal” example related to course for sales reps. A reason to care Getting a certain score, achieving a goal, gaining mastery Achieving certain things (winning, unlocking levels, acquiring things such as badges, status, etc.) Being better than another player – or becoming as good as another player Continuous learning: action and immersion into the experience – whether casual or “serious” Tons of opportunities to practice, fail, repeat, and gain proficiency Mental engagement, social interaction and fun - all of which maximize learning. Need and opportunity to stay connected to what’s going on in the game to succeed – and the ability to truly self-pace. Comparing scores to team members or other employees Opportunities to collaborate and partner Sense of collective accomplishment or community
Learning Element Game Elements that Match
Motivation Game goals, PBLs, levels, flow, the “fun,” rewards and consequences
Relevant practice Game goal & what people have to do to achieve it, game rules, story, challenges.
Feedback Consequences, rewards gained or lost
Retrieval later Repetition Spaced learning Relevant practice
LINKING GAMES TO LEARNING
Presenter
Presentation Notes
Here’s an Example - Story
Here’s an Example - Repetition
Here’s an Example - Repetition
Here’s an Example - Spacing
Business Results
Quicker pipeline built: “Of all the launches done in the two years previous to the MobileConnect launch, the sales team built one of the quickest pipelines for this product.” Dramatic increase in first-call support resolution. Greatly increased contract values.
Spacing and Repetition
Example - Spacing and Repetition
Presenter
Presentation Notes
Making gold became making fuel … you can see that functionality basically stayed the same with three things to pour to make it work or not (Click image to see real thing) Learned about competitor weaknesses … which became another card game in the meeting
Example - Spacing and Repetition
Presenter
Presentation Notes
Making gold became making fuel … you can see that functionality basically stayed the same with three things to pour to make it work or not (Click image to see real thing) Learned about competitor weaknesses … which became another card game in the meeting
Example - Spacing and Repetition
Presenter
Presentation Notes
Making gold became making fuel … you can see that functionality basically stayed the same with three things to pour to make it work or not (Click image to see real thing) Learned about competitor weaknesses … which became another card game in the meeting
Example - Spacing and Repetition
Presenter
Presentation Notes
Making gold became making fuel … you can see that functionality basically stayed the same with three things to pour to make it work or not (Click image to see real thing) Learned about competitor weaknesses … which became another card game in the meeting
Example - Spacing and Repetition
Presenter
Presentation Notes
Sub more generic SS you are creating Making gold became making fuel … you can see that functionality basically stayed the same with three things to pour to make it work or not (Click image to see real thing) Learned about competitor weaknesses … which became another card game in the meeting
Example - Spacing and Repetition
Presenter
Presentation Notes
Sub more generic SS you are creating Making gold became making fuel … you can see that functionality basically stayed the same with three things to pour to make it work or not (Click image to see real thing) Learned about competitor weaknesses … which became another card game in the meeting
Example - Spacing and Repetition
Presenter
Presentation Notes
Making gold became making fuel … you can see that functionality basically stayed the same with three things to pour to make it work or not (Click image to see real thing) Learned about competitor weaknesses … which became another card game in the meeting
Example - Spacing and Repetition
Presenter
Presentation Notes
Making gold became making fuel … you can see that functionality basically stayed the same with three things to pour to make it work or not (Click image to see real thing) Learned about competitor weaknesses … which became another card game in the meeting
Example - Spacing and Repetition
Presenter
Presentation Notes
Making gold became making fuel … you can see that functionality basically stayed the same with three things to pour to make it work or not (Click image to see real thing) Learned about competitor weaknesses … which became another card game in the meeting
Example - Spacing and Repetition
Presenter
Presentation Notes
Making gold became making fuel … you can see that functionality basically stayed the same with three things to pour to make it work or not (Click image to see real thing) Learned about competitor weaknesses … which became another card game in the meeting
Example - Spacing and Repetition
Presenter
Presentation Notes
Making gold became making fuel … you can see that functionality basically stayed the same with three things to pour to make it work or not (Click image to see real thing) Learned about competitor weaknesses … which became another card game in the meeting
Example - Spacing and Repetition
Presenter
Presentation Notes
Making gold became making fuel … you can see that functionality basically stayed the same with three things to pour to make it work or not (Click image to see real thing) Learned about competitor weaknesses … which became another card game in the meeting
Example - Spacing and Repetition
Presenter
Presentation Notes
Making gold became making fuel … you can see that functionality basically stayed the same with three things to pour to make it work or not (Click image to see real thing) Learned about competitor weaknesses … which became another card game in the meeting
Get Ready to Connect completed 2-3 weeks prior to instructor-led training.
Coach to Connect for launch country representatives to prepare them to teach the Make the Connection instructor-led training.
Make the Connection instructor-led training for sales representatives 2-3 weeks prior to product launch.
Boost the Connection and follow up for up to 3-6 mos following training and product launch
Global Launch Training
Spacing and Repetition
Spacing and Repetition
Spacing and Repetition
Spacing and Repetition
Spacing and Repetition
Spacing and Repetition
Spacing and Repetition
Spacing and Repetition
Spacing and Repetition
Example - Motivation
Example - Motivation
Example - Motivation
Example - Motivation
Example - Motivation
Example - Motivation
Example – Relevant practice
• Guru game – Q&A sequence for one Question from a customer game. (Transform Guru)
Example – Relevant practice
• Guru game – Q&A sequence for one Question from a customer game. (Transform Guru)
Relevant Practice – Avoid the BBPs
Presenter
Presentation Notes
Update screen grabs – show example of one challenge. This is a hot-off-the press gamified course – not specifically a game, but uses tons of game elements. in Destroy the BBP, learners complete a series of challenges to save people from contaimination by blood-borne pathogens. It’s a safety course. As you know federal laws require people to take safety courses such as this every year…and people often tune them out and wish to be doing almost anythign else. We gamified this one tomake it more interesting and engaging…and hopefully to help people absorb its critical lessons.
Relevant Practice – Avoid the BBPs
Presenter
Presentation Notes
Update screen grabs – show example of one challenge. This is a hot-off-the press gamified course – not specifically a game, but uses tons of game elements. in Destroy the BBP, learners complete a series of challenges to save people from contaimination by blood-borne pathogens. It’s a safety course. As you know federal laws require people to take safety courses such as this every year…and people often tune them out and wish to be doing almost anythign else. We gamified this one tomake it more interesting and engaging…and hopefully to help people absorb its critical lessons.
Relevant Practice – Avoid the BBPs
Presenter
Presentation Notes
Update screen grabs – show example of one challenge. This is a hot-off-the press gamified course – not specifically a game, but uses tons of game elements. in Destroy the BBP, learners complete a series of challenges to save people from contaimination by blood-borne pathogens. It’s a safety course. As you know federal laws require people to take safety courses such as this every year…and people often tune them out and wish to be doing almost anythign else. We gamified this one tomake it more interesting and engaging…and hopefully to help people absorb its critical lessons.
Relevant Practice – Avoid the BBPs
Presenter
Presentation Notes
Update screen grabs – show example of one challenge. This is a hot-off-the press gamified course – not specifically a game, but uses tons of game elements. in Destroy the BBP, learners complete a series of challenges to save people from contaimination by blood-borne pathogens. It’s a safety course. As you know federal laws require people to take safety courses such as this every year…and people often tune them out and wish to be doing almost anythign else. We gamified this one tomake it more interesting and engaging…and hopefully to help people absorb its critical lessons.
Relevant Practice – Avoid the BBPs
Presenter
Presentation Notes
Update screen grabs – show example of one challenge. This is a hot-off-the press gamified course – not specifically a game, but uses tons of game elements. in Destroy the BBP, learners complete a series of challenges to save people from contaimination by blood-borne pathogens. It’s a safety course. As you know federal laws require people to take safety courses such as this every year…and people often tune them out and wish to be doing almost anythign else. We gamified this one tomake it more interesting and engaging…and hopefully to help people absorb its critical lessons.
Example – Relevant practice
Example – Relevant practice
Example – Relevant practice
Example - Immediate Feedback
“The premise of a feedback loop is simple: Provide people with information about their actions in real time, then give them a chance to change those actions, pushing them toward better behaviors.” Wired Magazine, (6/19/2011)
Presenter
Presentation Notes
Use FTM example with sales going up/down PLUS Phil’s feedback to player re: mistake and requirement that player get it right before player can move on. Show GURU “misstep” screen and requirement that player get it right before moving on. Show BBP mistake occurring and feedback received.
Example - Immediate Feedback
Presenter
Presentation Notes
Use FTM example with sales going up/down PLUS Phil’s feedback to player re: mistake and requirement that player get it right before player can move on. Show GURU “misstep” screen and requirement that player get it right before moving on. Show BBP mistake occurring and feedback received.
Example - Retrieve it later
Presenter
Presentation Notes
Use Cisco feedback Use ExactTarget business results.
Example - Retrieve it later
Presenter
Presentation Notes
Use Cisco feedback Use ExactTarget business results.
Example - Retrieve it later
Presenter
Presentation Notes
Use Cisco feedback Use ExactTarget business results.
Example - Retrieve it later (on the job)
“We use the Knowledge Guru platform across several modules in our Cisco Sales Associate Program. Before they can work with customers, new associates must obtain a deep knowledge of our architectures and technologies. Knowledge Guru is essential to reinforcing this technical knowledge, and participants have rated Knowledge Guru highly as a learning tool that helped them achieve their certification. Most importantly, the spaced repetition built in to Knowledge Guru is critical to helping new associates retain this foundational knowledge when they begin working with customers.” Marsha Connor Senior Manager, Business Developer Cisco Systems, inc.
Presenter
Presentation Notes
Use Cisco feedback Use ExactTarget business results.
Example - Retrieve it later (on the job)
Rated use of repetition 4.93 out of 5 in terms of the value it provided in building
long-term memory.
Presenter
Presentation Notes
Use Cisco feedback Use ExactTarget business results.
Example - Retrieve it later (on the job)
Rated game 4.93 out of 5 in terms of its value as a learning experience
Players averaged 3.5 hours of play.
Presenter
Presentation Notes
Use Cisco feedback Use ExactTarget business results.
Knowledge Guru
Platform for building serious games.
Uses science of learning and remembering to increase retention.
Fast and efficient to produce.
No game design knowledge required.
Presenter
Presentation Notes
Use Cisco feedback Use ExactTarget business results.
