This document discusses how businesses can use mobile learning and priority communications to provide training and critical information to employees. It provides examples of companies that have used mobile technologies for real-time training evaluation, reinforcing learning, keeping employees motivated, maximizing downtime, pushing critical updates, and supporting change management. The document also discusses how technology has matured to address issues with content delivery, security, and device compatibility.

1. Mobilizing Learning & Priority
Communications
Business uses cases and technology
advancements
OutStart, Inc.
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4th Floor
Boston, MA 02111
www.outstart.com

2. Mobilizing Learning & Priority Communications
Table of Contents
MOBILIZING LEARNING & PRIORITY COMMUNICATIONS ........................................ 3
INTRODUCTION..............................................................................................................3
BUSINESS APPLICATIONS FOR MOBILE LEARNING & PRIORITY COMMUNICATIONS ............. 3
Real-Time Training Evaluation to Ensure Results .................................................... 4
Reinforcement of Learning .......................................................................................5
Keeping Workers Motivated & Aligned with Key Corporate Initiatives....................... 5
Maximizing Down Time ............................................................................................6
Real-time Push of Critical Information ...................................................................... 6
Mobile Knowledge Management for Limited Connectivity Areas and Crisis Training 7
Mobile in Support of Change Management .............................................................. 7
TECHNOLOGY MATURITY RESOLVES KEY DEPLOYMENT IMPEDIMENTS ............................. 8
Video and Audio Requirements ................................................................................8
Deployment to Mobile Devices .................................................................................9
Security ....................................................................................................................9
Content Presentation.............................................................................................. 10
CONCLUSION ..............................................................................................................10
FOR MORE INFORMATION ......................................................................................... 11
About OutStart ....................................................................................................... 11
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3. Mobilizing Learning & Priority Communications
Mobilizing Learning & Priority
Communications
Introduction
With the power, instant connectivity, and ubiquitous nature of mobile devices, their use
in support of learning and priority communication initiatives just makes sense. But broad
adoption will not occur until businesses:
• Familiarize themselves with the business cases and benefits
• Understand that mobile content delivery technology has matured and is now
addressing previous deployment impediments.
In this paper, mobile learning and priority communications are discussed together as the
same technology applies. Both rely on the ready development, delivery, and analysis
(was the content read, was it understood, is there feedback) of mobile content. Their
applications are numerous and include but are not limited to:
• Nuggets of information to reinforce existing training
• Continuous learning updates
• Verifying retention
• Promoting new material
• Testing for knowledge gaps
• Determining worker opinion
• Communicating new policies and procedures
• Aligning messages to all stakeholders
• Disseminating information from a variety of individuals
• Mobilizing support behind corporate objectives
As with any technology advancement, visionary customers lead the way while working
with their selected vendor to identify and overcome key obstacles, help mature the
technology, and ultimately provide solutions that work.
This paper discusses leading business applications as experienced by these visionary
customers as well as key issues that have been addressed through technological
innovation.
Business Applications for Mobile Learning & Priority
Communications
The following examples are actual business applications of mobile content delivery in
support of mobile learning and priority communications. Company names have been
removed to respect confidentiality.
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4. Mobilizing Learning & Priority Communications
Real-Time Training Evaluation to Ensure Results
A telecommunication organization with a distributed sales force was faced with the
challenge of increasing the effectiveness of their sales conferences. They had
implemented a learning content management system and were using online training and
assessments to train their sales force, determine knowledge gaps, and assist in
establishing the agenda for sales meetings. As a pilot project, the company decided to
extend their training to take advantage of mobile devices to monitor and test individuals
throughout the sales conference to ensure the meeting’s effectiveness.
At the conference, sales executives used the mobile learning solution’s real-time testing
and reporting functionality to determine what training material was being absorbed. They
achieved these quantifiable results by sending a test to each sales representative’s
mobile device before each session to gauge their level of understanding on the topic.
Another test was sent after the session to ensure key concepts were learned. All test
scores were sent immediately to management for review as a whole as well as on an
individual basis. Based on these scores, management was able to:
• Confirm knowledge transfer for their team
• Adjust the agenda to provide additional training to groups on key topics that
weren’t well understood
• As required, create side sessions for individuals needing further training.
Additionally, knowing that conference attendees were carrying devices, conference
organizers used the mobile learning technology to inform attendees of events during the
sales conference. Examples of such communication included:
• “Reminder to bring one example of an ‘ideal sale’ to the discussion being held in
Conference Room B at 2pm.”
• “The “Speeding up Your Sales Cycle” session has moved to Conference Room C
to accommodate the large number of individuals signed up for this session.”
The results they received post conference included:
• Sales representatives tested 20% higher versus previous post conference surveys
that gauged the level of knowledge on new product introductions.
• The overall conference rating rose by 16% compared to previous years.
Although this business application was in reference to a sales conference, the same
approach could be used for other training opportunities, e.g., customer training, user
conferences, and new employee induction training.
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5. Mobilizing Learning & Priority Communications
Reinforcement of Learning
Mobile devices are an ideal medium for reinforcement of learning and information
sharing. They also can provide access to training content when laptops and networks
are less convenient or unavailable, e.g., prior to boarding a plane, waiting for a meeting
to start, or riding in an elevator, train, or taxi.
An example of this business application is a global pharmaceutical company that used
mobile learning to extend the new product introduction training provided to its worldwide
sales force. The company used a variety of mobile learning formats, including text
messages, images, audio, video, PowerPoint, and short quizzes to reinforce key
concepts covered during the company’s formal training. The quizzes, along with real
time reporting, enabled management to determine if the training was a success.
Using this approach to reinforce the company’s formal training improved knowledge
retention by 53% and increased sales representative retention by 27%.
Keeping Workers Motivated & Aligned with Key Corporate Initiatives
Successful organizations acknowledge that alignment of their team with their CEO is
crucial so that the entire organization has a common vision, mission, and values, as well
as a clear understanding of key strategic priorities. This alignment can be a challenge for
organizations of any size but the challenge is extenuated when the organization must
deal with different locations and time zones.
To address this issue, a high tech company used a mobile priority communications
approach to record presentations from the CEO to distribute them to the entire workforce
in order to address important company updates, e.g., product or services information,
company updates, and new hire introductions.
This approach worked well as the CEO was able to personally communicate through his
own words, while individuals were able to view the address based upon their schedules.
Communications went out on an as needed basis, or, in some cases, became part of a
weekly internal communications plan.
The systems real-time reporting provided management with immediate feedback as to
who had not yet viewed the message. Reminders were sent and tracking continued to
ensure that everyone viewed the messages.
The pushcasts were followed by mobile surveys to measure the results. The data
supported the original theory as follows:
• 40% more informed about their company
• 60% more aligned with the CEO himself
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6. Mobilizing Learning & Priority Communications
Although this business application references video for an executive address, the same
results could be incurred if a PowerPoint presentation with an audio voice, for example,
was sent from any team lead or member of an organization. As mentioned above, it
could also apply to any number of content scenarios, e.g., product or services
information, company updates, or new hire introductions.
Maximizing Down Time
Organizations with a workforce that does not have convenient access to computers, has
a mobile workforce, or has individuals on a shop floor would benefit from mobile learning
to reach their workers.
As an example, a transportation company repurposed content from online courses to run
on mobile devices. Workers receive training bites that they viewed while on the road
during down times. The company was able to track what training had taken place
through online, real-time reporting.
As a follow up to the training, workers received quizzes to test them for retention of the
material and surveys to get their feedback on the initiative. The results were:
• 76% improvement in retention
• 30% improvement in being prepared for the job
Although this business application references online courses adapted for mobile
devices, the same results could be incurred if audio, video, short quizzes, or polls were
used.
Real-time Push of Critical Information
A challenge for any organization is keeping their workforce proactively informed of
critical and rapidly changing information.
An oil and gas company leveraged smart devices to feed their workforce in the field with
critical information. They sent information updates to individuals and provided
documents through e-mails and text messages with a link to the downloadable
document. Videos, presentations and audio clips were also distributed.
The company used the mobile learning technology to obtain real-time reporting on which
members of the workforce had viewed the updated information. Reminders were sent
out to those individuals who had not read the update.
After implementing mobile learning for three months, the oil and gas company measured
a 19% decrease in user errors due to changes in process or technology that was
covered by the mobile learning.
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7. Mobilizing Learning & Priority Communications
Mobile Knowledge Management for Limited Connectivity Areas and
Crisis Training
Organizations dealing with crisis situations often need to communicate with members of
their workforce when internet bandwidth is limited or non-existent. Cellular coverage, in
these situations, is likely the most reliable communication method to send
instruction/training.
A global insurance company used mobile learning as a way of reaching its workforce in
a crisis situation. Polls were sent to workers to gauge the situation. Once assessed,
information was sent to workers in the form of text messages, audio, video, and in some
cases, diagrams detailing resolution tactics and providing training on specific topics.
Job aides and checklists were also sent to mobile devices to ensure that crisis workers
were not missing a step due to the high level of stress at the emergency site.
In each instance, management had the added benefit of real-time reporting to ensure
everyone had completed the poll, read the instructions, taken the training or simulation,
passed the assessment, and was ready to do their job.
A post-crisis mobile survey indicated that emergency workers were able to assess
damage 20% faster than in previous crisis situations.
Although this business application was in reference to natural disasters, similar results
could be incurred for any number or corporate crisis situations, e.g., a serious virus on
corporate computers where IT has no other channel to communicate with individuals, a
black out in a large corporate building, or a security threat within a office facility.
Mobile in Support of Change Management
When organizations are looking to rebrand themselves, one of the crucial areas of
change is with its workforce. Cultural change can only be achieved through continued
reminders on the various aspects of the change program, e.g., risk awareness, following
corporate guidelines, and communicating with customers. Mobile devices work
extremely well in this situation.
A financial institution, needing to rebrand itself, developed a portfolio of mobile learning
modules to present new corporate information to its workforce. The change
management program began with a mobile survey to establish the present view of the
workers; further surveys were conducted to measure the progress of the change
program. An audio-led animated PowerPoint presentation was used to introduce new
corporate messaging to all workers. This was followed by an assessment module where
managers had to demonstrate that they could not only recall the key learning points but
also apply them. The results they received were as follows:
• 85% of managers passed the assessment module of the program.
• The remaining 15% of managers were given mobile refresher courses in the
areas where they required more training.
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8. Mobilizing Learning & Priority Communications
Although this business application was in reference to a financial institution, the same
results could be incurred by any organization wishing to implement cultural change or
unify after a merger or acquisition.
Technology Maturity Resolves Key Deployment
Impediments
As with all new technologies, there is a learning curve and maturation process as early
adopters and innovation technology vendors work together to learn and deliver
successful deployments. The business applications described above are examples of
such deployments.
As a result of working with our early adopter customers, OutStart has gained extensive
experience in mobile learning and priority communications, and has resolved key
deployments issues that needed to be addressed to enable broad business use.
This section of the white paper will highlight these issues and OutStart’s resolution for
successfully addressing them.
Video and Audio Requirements
The concept of delivering audio and video content to learners’ mobile devices has gone
from an idea to a requirement. Organizations recognize these mediums as highly
effective ways to convey information to members of their workforce. The ability to
combine media-based content with assessment for a comprehensive mobile learning
and priority communications experience creates a compelling mechanism for delivering
content and measuring effectiveness.
The issue that arises is the lack of standardization of audio and video formats that can
be supported by mobile devices, even when dealing with devices from the same
manufacturer.
OutStart suggests two solutions for delivering audio and video content to learners:
1. In organizations where there is control and standardization over which devices
can be used by the workforce to consume media-based learning, developers can
employ specific video encoding tools to encode to formats which are appropriate
for the target devices. This can be done for little or no additional cost.
2. Where no device standardization is possible, streaming technologies can be
employed to dynamically deliver content in a format appropriate for the device
carried by each learner. There is generally little if any additional cost associated
with this approach.
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9. Mobilizing Learning & Priority Communications
Deployment to Mobile Devices
Organizations implementing a mobile learning or priority communications strategy
encounter the challenge of creating content that fits a wide variety of screen sizes and
resolution settings, scales to various devices, and is portable.
OutStart’s solution to this impediment focuses on how content is authored as well as
how it is delivered:
• Development: Content should be developed generically in a device-independent
manner. This allows maximum flexibility by removing the burden of tailoring
content to individual mobile devices from the content developers and provides a
measure of “future proofing” of the content.
• Delivery: Content may be delivered in two ways: Either using the browser in a
user’s mobile device or through an application installed directly on the device.
1. The browser-based solution has the advantage of providing broad-based
device support but can be limited in its ability to tailor the user’s experience to
any specific mobile device.
2. Learning delivery applications installed on the device can provide the user a
“native” experience when consuming content. Typically, content is
downloaded to the device and presented and tracked through the application,
whether the user is connected to the server or not. The applications deliver
the content in the same way as other applications with which users are
familiar.
Security
Within any organization, security of its intellectual property is important regardless of the
delivery mechanism being used. Therefore, delivery of mobile learning or priority
communications content must also adhere to the same protection and security as other
modes of delivery.
OutStart’s solution provides a multi-dimensional approach to security to address the
multiple ways in which learners may access content. Some of the ways in which security
is maintained for mobile learning and priority communications delivery are the same in
which security is handled for computer-based learning. Examples include:
1. Authentication: Users are typically required to provide logon credentials in the
form of a username and password prior to accessing any mobile content.
2. Encryption: Communications between the system delivering the content and the
user’s mobile device should be encrypted so that sensitive information is not
transmitted in clear text.
3. Authorization: Learning Management Systems (LMS) or other similar systems
may be used as control mechanisms to determine which content is available to
which users, and to provide tracking on content usage, test results, and survey
responses.
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10. Mobilizing Learning & Priority Communications
4. Device Centric Security: Content downloaded for delivery through an
application installed on the user’s device should be stored in a format readable
only through the application, and should be “locked” to the device to prevent it
from being forwarded to unauthorized users.
Content Presentation
The screen “real estate” available on mobile devices is smaller than on computer
screens, therefore content intended for mobile devices needs to be presented in a way
that matches the form factor (screen sizes and resolution setting) while providing a rich
user experience. In some cases, existing content may be “scaled” to fit mobile devices,
but in others it may be necessary to rethink the way content is laid out to optimize the
presentation for mobile delivery.
OutStart’s solution provides the ability to develop content independent of mobile devices,
providing the ability to take advantage of the user interface offered by higher end
devices while still meeting the requirements of lower end devices.
Conclusion
Mobile content delivery has progressed significantly over the past 12 to 18 months. Early
adopters have shown that applications can be deployed securely and with measurable
impact. By working with these early adopters, innovative mobile learning and priority
communication vendors such as OutStart have experienced their pains and challenges,
and evolved and enhanced products to address these issues. Future mobile learning
and priority communications deployments can take advantage of these technological
advancements to quickly and successfully deploy their corporate mobile delivery
strategy.
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11. Mobilizing Learning & Priority Communications
For More Information
To learn more about how a mobile learning and priority communications solution can be
best deployed in your organization, please contact OutStart for a business review and
assessment, or visit www.outstart.com for more information.
About OutStart
OutStart’s software helps organizations constantly learn across a continuum of ways –
formally, socially, and now through mobile. Recognized as a Visionary in Gartner’s
Corporate Learning Systems Magic Quadrant since 2004, OutStart is regularly
acknowledged for its industry leading solutions. In 2010 alone, OutStart has been named
a Top Learning Portal, one of “Five Emerging LMSs to Watch,” and a winner of two Best
of Elearning! Awards for OutStart LCMS and Hot Lava Mobile.
OutStart’s award winning solutions include OutStart LCMS; OutStart TrainingEdge.com,
a complete SaaS corporate learning system (LMS, LCMS, social, and mobile); OutStart
Participate for social learning; Hot Lava Mobile for mobile learning and priority
communications; OutStart Trainer for eLearning desktop development; and OutStart
SoftSim for the development of software simulations.
OutStart is honored to serve organizations that are surpassing expectations and
delivering exceptional business results such as AgustaWestland, BB&T, Boeing
Company, BT, CVS Caremark, DIRECTV, Hewlett-Packard, Internal Revenue
Service, McDonald’s, MetLife, Prudential, Australian Defence Force, U.S. Navy, UK
Ministry of Defence, Verizon Wireless, Xerox, and Yum! Brands.
745 Atlantic Avenue, Fourth Floor
Boston, MA 02111
Phone: 617.897.6800
Fax: 617.897.6801
www.outstart.com
© 2010 OutStart, Inc. All rights reserved.
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