Embedded Learning And Support Is Worthy Investment

As the solutions industry evolves, new opportunities are opening up to create embedded learning and support services, both inside and alongside applications and systems.

The large-scale hardware industry, including defense contractors, are taking the lead in embedding learning and support. I recently visited a military conference and saw sophisticated learning and performance support systems built right into tanks and radar and weapon systems. The objective was to make learning and support capabilities core components of the original equipment and to allow for multiple or even continuous learning moments. A soldier could take a short simulation on the radar system, even while using the live capabilities, to keep his or her skills fresh.

Think about the same model for IT systems. I wish our accounting system had a robust embedded training and support capacity. By using a persistent Web connection, users could be fed an ongoing series of short modules, based on their usage patterns and also changes in tax or accounting procedures. When logging on to the system, users would be offered a short learning experience. Or, users could actually try a new procedure or process using sample data, so their first attempt would not endanger the financials of the institution.

Simulations are high-impact elements that solution providers can offer clients as core components of their systems. From a revenue perspective, the client may be more open to making the investment in training and learning resources at the point of original contracting, rather than as an add-on later. Imagine parents buying a new car and the dealer offering a simulation mode for their teenager to use prior to being able to drive it. Many parents would pay the additional fee.

Support technology will also be increasingly embedded into solutions at the original design stage. The support offerings will range from robust knowledge-management and solution databases all the way up to realtime digital collaboration technologies. As you build a system for a client, imagine creating the technology that will support ongoing services between users and a support provider. A comprehensive support model makes your solution much more attractive and offers support at different costs of delivery. Error messages can trigger the support technology, offering asynchronous or even synchronous access to information or people.

Watch for new knowledge-management technologies from Lotus, Microsoft and Oracle to be deployed for embedded training and support technologies. For example, Microsoft's Digital Dashboard can be linked to an application, offering realtime support and ongoing opportunities for learning and training. This is a major source of future revenue for solution providers willing to make the innovation investments.

Elliot Masie is the president of The Masie Center, an international think tank focused on learning and technology.

He can be reached at emasie@masie.com or www.masie.com.

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