What is the solution to help these users? Rather than sending users through hours, days, or weeks of upfront training, provide them with personalized just-in-time performance support content that helps them perform their job. This paradigm shift started with organizations taking learning content originally developed for formal learning and then repurposing it in the form of micro-videos, job aides, and other content which can be directly integrated into searchable platforms for on-the-job performance support. This paradigm shift refocuses organizations from formal learning, which is delivered outside the context of work and outside their moment of need, to providing just-in-time support at the learner’s moment of need. Some organizations will go as far as to embed the performance support content directly within the software itself, or as close to it as possible.
This trend allows users to get answers to questions they have about using the software, which enables them to become more comfortable and eventually more adopted on the software. It is at that point that formal learning, like instructor-led training, comes into use. Once the learners are motivated and eager to adopt, taking a few days away to learn the skills and competencies of the software is not considered as big of an investment, and one they are motivated to do. This instructor-led training now focuses more on essential core capabilities of the products, as well as problem solving, innovation, experimentation and solutions to business challenges.