Do your employees have the answers to do their jobs? It’s a simple and key question for every manager, leader and most importantly every employee. In the past and today, everyone who has a job question simply asks their peers or manager. But this has always been an inefficient way and prone to stigma. No one wants to look like they don't know what they're doing. Or worse, the peer or manager being asked may not know the answer or provide the wrong one.
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 know what each employee needs and when. All of this only increases the demand for getting the right answer quickly and easily.
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 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 understanding if employees are really getting the answers to do their jobs is limited by the number of times they pulse check employees.
More resources - learning
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 all the rest of 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.
The solution: the employee answer platform
The above existing learning and knowledge management approaches still can’t answer:
Do your employees have the answers do their jobs?
This is why we believe it’s time for a new category of solution that is a synthesis of learning system and knowledge management utilizing all the above capabilities while focussing on bringing the right content and most importantly right answer for employees to do their job. we call this middle category an employee answer platform.
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 along with learning content they have viewed or been assigned to view. Along with their peers content and behavior both within their company and peers in other companies. We measure every course, every page, every passage, every second of video they view. All to answer; do they have the answers to do their job?
Delivery at the right moment
We deliver the right answers and 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 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.
Instant secure access
Instantly and securely draw from any available and existing company content, wherever it lies.
Read more in our blog posts below: