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On-Demand Support Solution
On-demand delivery of critical information keeps mobile business professionals fully informed and fully engaged.
On-demand delivery of critical information keeps mobile business professionals fully informed and fully engaged.
The Problem
A study by Robert Kelley of Carnegie Mellon University asked a simple question over 20 years ago. “What percentage of the knowledge you need to do your job is stored in your mind?” In 1986, we stored about 75% of the knowledge we needed to do our jobs. By 1997 the percentage had dropped to 15-20%. And by 2006 the estimate was just 8-10%.
We have truly entered the “age of search” so it is not surprising that other research indicates that today’s knowledge professionals spend up to 53% of their time seeking out information.
But is the answer a better search engine? We don't think so.
Experts in the knowledge management field claim only about 20% of organizational knowledge is documented. Explicit organizational knowledge is complemented by something we refer to as “tacit knowledge”, defined in simple terms for this discussion as organizational knowledge, that requires that you ask some one a question.
This problem may be illustrated as an iceberg where the tip of the iceberg represents explicit knowledge. The far larger issue is the submerged ice, in our case it is the tacit or undocumented information, which is 80% of the organizational knowledge.
Our Solution
Our Mobile Learning solution is uniquely configured to also provide On-demand Support to mobile users. Each Learning Step, also known as a Learning Object, can be configured into individual or group Learning Path but is also used to provide on-demand support.
When a user steps along a learning path they may tag any step using the “My Tag” feature. Subject matter so tagged is searchable by the user at any time making information far more “findable” in the future. A user may also browse Learning Paths and Steps to find information.
Finally, our search feature may be used to find content based on classic search capabilities.Unique to our “on-demand support” strategy is a feature we call Live Connect. Live Connect is available as a clickable function as part of every Learning Step and as an integral component of our Search feature.
When a user needs additional information a Live Connect dialog occurs in which the user selects an assigned supporter and a mode of interaction.
Since we have built our platform from the ground up based on the capabilities of a modern smart phone we support three modes of Live Connect support. Depending on urgency a user may request Live Connect as
- A direct dial phone call
- An SMS text message
- An email
Both SMS text messages and emails are also tracked on the supporters Network Activity page providing additional visibility to the user’s search for tacit information.In conclusion, our On-demand Support solution is combined with the mobile learning and social networking paradigm to create a “must-have” application that improves individual and team performance while lowering costs.
Contact Us to learn more or Request a Demo.
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