The employee answer platform

 Do your employees know how to do their jobs? An employee answer platform tells us for sure. 

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The most important question

 

Do your employees know how to do their jobs? It’s a simple and key question for every manager, leader and employee. But today, it takes too much time to clearly see if employees are ready for promotion or are in trouble and require intervention. For those that skew to the middle, their job know how is a mystery far longer. 

 

Why is this a problem now? 

 

Regardless of industry, every job has become more complex, competitive, has a higher turnover, is more demanding with less time to ramp up and internalize what’s needed for employees to achieve success. Experts in HR, talent management, sales enablement  and knowledge management say engaging and developing successful employees is a straightforward path. But practically, the lack of time anyone has to set aside and learn the skills to do their jobs, or submit to measurement and assessments by many performance tools ultimately limits them.  Also, employees don’t want to wade through recommended content sent by knowledge management systems that don’t really know what each employee needs and when. For most employees, it’s hard to see clearly their job know how and an effective way to make sure they do. 

 

Everyone sees the problem

 

According to a recent PwC survey for the future workforce, 60% of the surveyed workforce believes their job roles will not be there for them in the long term because of changing technology, economic and corporate landscapes. 74% of them are willing to retrain to remain employable. Companies themselves spend as much as $15 billion a year to try and solve for this. They seek a practical way for employees to learn their job while ensuring the greatest number of them stay and achieve success in the shortest time is a strategic priority.  

Existing learning, performance and knowledge management solutions have challenges to meeting these goals.

 

Existing Learning Systems - LMSs, LXPs, enablement systems

 

Traditional learning systems, LMSs and sales enablement platforms are great at delivering a crafted curriculum at the beginning of an employee’s job tenure and setting a cultural stage and mindset for employees to begin their role, and occasionally for follow-up training. All content is crafted regardless of size to be consumed as a whole; varying from 5 - 10 minutes to consume micro learning to longer. Examples of these are Docebo and others like Cornerstone-On-Demand.

Their challenge is they require employees to set aside time they don’t have while they are doing their job to consume learning content. Employees are looking for the answers in content already produced outside of learning content. Few have time or the desire to uncover the required answer themselves. Relying on learning systems as a lasting solution doesn't work since less than 25% of what employees are taught is retained 30 days later. Typically they will just ask peers or managers after completing their training which negates the ongoing role of such learning and enablement systems. Often, they stop using these systems once onboarded or if their use becomes optional.

LXPs or Learning experience systems such as by companies like Degreed have an even more noble goal; curate and deliver internal and external content, web content, online articles along with formal learning content and give certifications to most rapidly credential employees. LXPs are getting better at determining what’s relevant. But as above, they still require some time on the part of the employee to uncover the relevant answers they need from the delivered content.

Performance management systems as offered by companies like Glint, Culture Amp and larger players from SAP and Cornerstone focus on performance reviews; 360, annual  or “mini” reviews and assessments and surveys. Unfortunately truly understanding if employees really know how to do their jobs is limited by the number of times they pulse check employees.

 

More resources - learning

The failure of on-demand courses

Three best practices for micro learning 

The case for self-directed learning in the workplace

Three reasons to align user generated content with an LMS

 

 

AI content curation through knowledge management

 

Knowledge management and enterprise search systems like Getguru, Talla, Bloomfire, Zendesk and Coveo have come a long way in understanding the relationship of content to all other content. Auto tagging and AI have the potential to take much of the manual curation out of organizing a company’s content. Their focus is on curating content in relation to an organization’s content and the collective experience of all employees. But not dynamically curated in real-time to specific employee actions and job role and that of their peers within and outside of their organization to improve answer accuracy for a specific job. Existing systems to date have been most successful for call center teams where content delivery is matched to questions customers ask with the call center teams upvoting or downvoting results to improve accuracy.  

 

More resources:

Five reasons content curation is getting more difficult

Five reasons AI will soon curate all your content

Feathercap has AI driven search and curation

Three reasons video search can now rock

 

 

The solution: the employee answer platform

 

The above existing learning and knowledge management approaches still can’t answer:

Do your employees know how to do their jobs?

This is why we believe it’s time for a new category of solution which utilizes the above capabilities and addresses the most current issues we call the employee answer platform.

 

The employee answer platform must accomplish two goals:

  1. To understand if employees know how to do their job.
  2. Use that understanding to make sure that they do.

 

More resources:

Why content authoring must become effortless

Instantly turning all your company content into learning know how has arrived

Four steps to achieve a successful learning culture

Three more steps to achieve a successful learning culture

 

The Feathercap employee answer platform

 

What makes Feathercap's employee answer platform successful:

 

We measure a lot

Where some see an employee searching how to perform a task through existing content, spending a few seconds on one Google doc then reviewing a video till they get the right answer to a job question. We see these as answer signals that we correlate to all of an employees available content, their peers content and behavior both within their company and peers in other companies. We measure every page, every passage, every second of video they view. All to answer; do they know their job? What do they need so they do?

 

Delivery at the right moment

We deliver the right answer not just content at the right moment to minimize the time for employees to internalize.

 

Turn answers into insights

We convert in real-time massive streams of answer signals into actionable employee insights which we use to give employees the right answers and suggestions of future answers they’ll need.

 

Understand the employee

We focus on understanding the relationship of all content to the individual employee, their job role, their expected next job role and all the actions they have taken.

 

Visualize all that data

Empowering team managers, leaders and most of all employees to be able to regard themselves and their team’s real-time individual job knowledge, intervening with the exact answer, at the right moment and the right content best suited for everyone, their roles and their success.

 

Instant secure access

Instantly and securely draw from any available and existing company content, wherever it lies.

 

Read more in our blog posts below: