Blended Training TWBs Corporate Training services for distributed workforces

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Introduction
The rapid growth of science and technology has affected all facets of human life. Even education or learning approaches are not immune to the influence of technology. This is evident in the emergence and increasing use of the Internet, bringing about a new paradigm shift in learning approaches as well. A confluence of traditional face-to-face learning, technology-based learning (CBT and WBT), and ever-evolving educational theories has resulted in the phenomenon called Blended Learning. What is blended learning? Blended learning is not a new discovery in pedagogical techniques. Rather, it is an innovative way of approaching learning that combines the best in multiple methods: predominantly traditional classroom method and technology-based learning. Blended learning is a combination of multiple approaches that complement each other, and promote effective learning. This method of learning effectively blends traditional face-to-face classroom training (physical resources), e-learning (virtual), and self-paced learning methods so that the learner benefits holistically. An example of such learning can be a training session where a well-structured introductory lesson is presented in the classroom, and then follow-up materials are provided online. In researcher Heinze, A and C Procters words: Blended learning is learning that is facilitated by the effective combination of different modes of delivery, models of teaching and styles of learning, and founded on transparent communication amongst all parties involved with a course. Some authors mention such form of learning as hybrid learning (this seems to be more common in Northern American sources) or mixed learning. However, all these concepts broadly refer to the integration (the blending) of e-learning tools and techniques.

The Current Scenario

Blended learning today is fast becoming the most preferred instruction delivery method both in corporate and non-corporate worlds. In todays scenario with prevalence of high technology, blended learning often refers specifically to the provision or use of resources that combine e-learning (electronic) or m-learning (mobile) with all the other educational resources. According to some, the key blended-learning arrangements could also involve e-mentoring or etutoring. These arrangements tend to combine an e-learning component with some form of human intervention, although the involvement of an ementor or an e-tutor does not necessarily be in the context of e-learning. Why blended learning? Today, we live in a world controlled by technology. There are slews of social networking sites, mobile devices, instant messengers, online forums that help busy working individuals socialize and network with others. Therefore, today, there is a virtual side to the social interaction. As a result, even the way people choose to learn has changed drastically. There are various trends that necessitate the need for blended approach to learning. Some of them can be summarized in the following way:

Preference for active, participatory, selfpaced, experiential learning: Instructor-tolearner model has been replaced by active leaner-centered training/learning approach. This offers more value in todays sophisticated world, where the quality of the employees determine the success of an organization. Increasing use of technology: Classrooms are no longer the only place where learning takes place. Lack of time: Learning can be non-sequential. Virtualized social interaction: Today, the way people interact and network has adopted the forms of instant messaging, forum discussions, SMS, Web sites, blogging etc. These positive trends also have influenced the way people learn and train, which cannot be neglected.

What is blended learning? Blended learning is a combination of multiple approaches to learning. This kind of learning can be achieved through the use of 'blended' virtual and physical resources. A typical example for this would be a combination of technology-based materials and face-to-face sessions used together to deliver instruction. The Writers Block The term Blended Learning is most often applied to the use of technology for instruction delivery. An example of such learning can be a training session www.twb.in 1

Blended learning vs other learning techniques

In order to understand what blended learning/training is and the benefits it offers, it is important to differentiate between various kinds of learning, namely face-to-face learning and e-learning, and their disadvantages.

Face-to-face learning
Face-to-face learning refers to traditional instructorled training that takes place within a classroom. It involves an active learning process that takes the form of classroom discussions/debates, making formal presentations, delivering lectures. Motivating the learners to read and research on their own, write, discuss, or be engaged in solving problems are also part of this kind of active learning. Other forms of face-to-face learning can include visualbased instruction. Today, there is a shift from one-way knowledge transmission to student-centered learning, which focuses on encouraging students to assume such higher-order thinking tasks as analysis, synthesis, and evaluation. The usage of such techniques in the classroom has a powerful impact upon students' learning. Another way of face-to-face learning is using the cooperative learning techniques. This method proves to be useful in case of more complex projects, where many trainers are working on a project that demands learners to work in groups of three or more. The term cooperative learning also suggests learners coming together and working in groups, contributing to the collective learning activity. Though the face-to-face learning approach has many visible advantages such as social interaction, verbal and non-verbal communication, permanency of content, group activities, etc., in todays technologically sophisticated world, it is not the only effective method of learning. Disadvantages:

E-learning
Today, as technology evolves and businesses expand, employees often do not possess the required skills to keep up with the fast-paced development. This gap between the desired and actual skill sets can have an adverse effect on the employee productivity, performance, and business results. Continuous learning programs, without separating learning events with work activities seems to be the key to bridge this gap successfully. E-learning refers to a method of transferring knowledge supported by multimedia content and delivering it synchronously and/or asynchronously over an electronic network. It is not considered to be a replacement for an instructor-led or classroom training, but acts as a supplement to reinforce crucial knowledge. Thus, it helps in overcoming physical and logistic limitations of traditional training methodologies. E-learning is the unifying term to describe the fields of online learning, Web-based training, and technology-delivered instruction/CBT.

Computer-based Training (CBT) and Web-based Training (WBT)

Computer-based Training (CBT) is an instructional mode whereby the learners gain knowledge by using computer. Through computer-aided interactive techniques, learners can complete special training programs related to their occupation. CBT services are especially effective for training people to use computer applications. With the help of CBT, users can also study for formal qualifications, accreditations, and continued professional development. Advantages of CBT are: available anywhere any time, one-time expenditure for learning, convenient method to train new staff. Web-based training (WBT) is also a kind of training that is similar to CBT, but it is delivered over the Internet/intranet. Development cost, requirement for self-motivation and discipline, absence of human instructor to answer questions, generic training materials are the most common disadvantages of CBT and WBT.

Dependency on spoken words/verbal communication Absence of one-on-one attention/instruction Inability to cater to individual learning styles of students Inability to retain the attention span of learners Time-bound learning sessions High cost of training Need for physical presence of students and scheduled classes

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Blended learning vs other learning techniques

Though, traditionally, e-learning solutions have been more popular among the IT/telecom and banking sectors, many pharmaceutical companies are presently adopting similar packages, especially for sales representative training, assessment, and performance support. Observing the current situation, on an average, an Indian pharmaceutical company has hundreds, sometimes, thousands of on-field sales representatives. In such a case, managing classroom training for a large number of learners is not feasible. Moreover, 60-70 percent of the training budget would be depleted in managing logistics for a large number spread over as large a geographical area as India, rendering it a very expensive exercise. In comparison, the limitation of classroom training is that it is time-bound and can be conducted only at a designated time. This implies that a learner is required to wait for the scheduling of the class. The waiting period could affect the productivity adversely. As a result, e-training is becoming increasingly popular in the present situation and has been replacing the demand for the traditional classroom training. E-learning is often considered to be a source of repetitive training that offers quick and on-time delivery of training for the learners. It ensures consistency, lowers the training logistics and administration overheads, and is readily available anytime, anywhere.

Benefits of Virtual Learning

For Employees The following are the benefits of Virtual Learning for employees: Access to interactive, self-paced, multimedia training, anytime, and anywhere - at work, home or while traveling Access to multimedia enabled Web-based performance support system Self-paced training and performance support to access the required topics at any given time Choice to play entire chapters, or utilize the search function to answer a specific question Buttons to pause, rewind and fast forward through topics Engaging and robust Web-based self-paced classes Learning while performing, resulting in increased productivity Pre- and post-assessment exams for most of the courses Immediate feedback to all users with the topics they need additional training on Less than 10 percent of the cost of the best instructor-led training options Despite the benefits listed above, e-learning has many disadvantages, rendering it ineffective to a certain extent.

For Corporates The following are the benefits of Virtual Learning for corporate customers: Involves a fraction of the cost of traditional training methods Provides anytime anywhere training and performance support to a geographically dispersed work force Offers interactive, self-paced courses on various topics Helps in creating a custom catalogue that specifically meets the needs of employees Charges only for training content Enables easy planning, budgeting, and paying for training expenditures Eliminates hardware investment, development time, and additional staff requirements Reduces the need and the cost of classroom training Allows users to learn faster, as well as, increase comprehension and retention rates by up to 100 percent as opposed to standard training methods Enables employees to learn as they perform, rather than removing them from the work place Offers pre- and post-assessment exams for each course Provides detailed reports with insight into individual progress and test scores Offers managers a centralized resource for distributing and tracking their employees' skills development Increases employees' productivity Offers quick implementation and easy roll-out

Need for ready access to a computer and Internet connection Need for computer literacy/knowledge of learning technologies Lack of instructor-student interaction Unavailability of the instructor when needed Reduced/lack of social and cultural interaction

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Blended Learning
Though e-learning has many benefits, it can never completely substitute the traditional way of learning, say most experts. What is seen as one of the biggest shortcomings of e-learning is that one misses the personal link/contact that one would otherwise share with a mentor. It is here that blended learning comes into the picture. E-learning, when blended appropriately with classroom training, can be a powerful holistic mode of instruction delivery. All the technologies used in e-learning can be used in blended learning as well, making a unique comprehensive approach to learning.

Technologies used in blended learning

Web-Technologies

Blended Learning: A means of enhancing business growth

Blended learning is increasingly being accepted by the corporate world to catalyze business and organizational growth, which is highly dependent on the quality of human capital deployed. Industries and organizations are using the blended approach to enhance the learning and development experience aimed at improving revenue, reducing costs and enhancing quality of human capital. Blended learning addresses the needs of most corporate learning and development programs, allowing pace and space for various delivery methods required by different sets of learners. With a perfect amalgamation of media and delivery as per the requirements within a particular program, enhanced results can be achieved. It is often observed that learning experiences are categorized into steps in a blended learning model and the learners progression from one step to another keeps on building upon the previous learning experiences. Thus, a ladder is formed, which learners climb rung after rung and blossom into a tree of collaboration from the sapling of education. As a result, many organizations have graduated from the basic information exchange level to the level of expertise keeping in line with the scheduled time frames and fixed costs with the help of blended learning techniques.

Online Interaction Means: E-mail, Web sites, blogs, wikis, e-portfolios, instant messaging (IM), short message service (SMS), discussion boards, web 2.0 communities and podcasts Web resources: Search engines like Google, Online courseware, electronic databases, digital libraries, and online publications

Installed Technologies

Multimedia Presentation software/hardware such as videocassette recorder, DVD player Interaction Technologies: Videoconferencing, Web cameras, and application-sharing suites

Mobile Technologies/ Classroom Peripherals

Laptops, cell phones, PDAs, Tablet PCs, iPods, digital cameras, Wi-Fi finders, USB drives, and GPS systems Classroom response system, collaborative software, computer aided assessment, educational animation, games, screencasts, simulations, virtual classrooms Blended learning is seen as a comprehensive method to impart learning through information, interaction, and collaboration elements. This can be best achieved through the use of the technologies mentioned above plus well-designed classroom training. It not only reduces the cost by reducing all non-productive activities such as commuting and employing instructors, but also creates reusable content, and accommodates individual learning styles, and promotes self-paced learning. However, the classroom sessions prove to be helpful in developing interpersonal skills through face-to-face communication. To summarize, blended learning is a method naturally available for distance learning and flexible learning, but can also be used in conjunction with face-to-face teaching.

Elements of Blended Learning

There are various models of blended learning, each comprising the following elements (mentioned below) in varied proportions depending upon the organizations requirements. Blended learning can be classified into:

Learning through information Learning through interaction Learning through collaboration Learning through classroom experiences

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Blended Learning
Dimensions of Blended Learning

Benefits of Blended Learning

Blended learning is highly effective for large organizations with people performing similar tasks in different locations and facilities. It enables people to spend classroom, simulator, and On-the-Job Training (OJT) time on advanced tasks. It also allows training people in core qualifications and skills used by all members performing similar jobs, and then receive location or task-specific training for unique tasks at any defined location. This learning method appears to be a natural strategy to address language problems both at local and global levels. To sum up, the biggest business benefits of blended learning are:

Classroom and online learning: Blended learning powerfully combines both instructor-led classroom training and online training (the Internet and intranet), thereby blurring the disadvantages that exist in both instruction delivery modes. Self-paced and collaborative learning: Blended learning creates room for both solitary learning and collaborative learning, thus allowing the learners to accommodate their own style of learning at their own pace, without compromising social interaction aspects. Structured and unstructured: It effectively combines both structured training (welldesigned course plans) and unstructured factors like discussions, hallway conversations, emails etc. Ready-made content and custom content: Blended learning consists of regular welldefined readymade content as well as custom made content. Blended learning encourages students to research and create their own learning materials, under the guidance of an instructor. Learn, practice, and perform: Blended learning mixes learning, practice, and performance, the vital aspects of learning, to help learners integrate practice into the learning process and assess the learning through performance metrics. Blended learning does not replace traditional method of learning. Rather, it complements traditional learning by providing the learner with opportunities to explore and practice.

In short, complementarities between multiple learning techniques, autonomous learning style of learners, efficient access to wide range of resources, and effective interaction are four critical dimensions of blended learning.

Scale: One can roll out a new initiative or program to global audiences and reach a large number of people than ever possible before. Speed: If training needs to be delivered to staff within a short period, a large number of staff members can be reached simultaneously. Throughput: If a training problem is bottlenecked, the block can be eliminated and training throughput can be improved by orders of magnitude. Complexity: Many training challenges are just too complex for a single web-based course or PowerPoint based webinars. If the material is complex and an organizations business need demands that people internalize and change their behavior, using multiple media will get much higher completion and results. Cost: By thinking about every problem as a blending challenge, one can select the lowest cost media that solves the problem.

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TWBs Blended Learning Approach

TWB enjoys the status of a pioneer in putting blended learning into effective use and training corporate employees/individuals with great success. TWBs blended learning approach considers the key factors and issues in delivering instruction. Effective combination of learning methods: Figuring out how blended learning can be more effective is very important. At times, this can be a great challenge as well. Though the concept of blended learning sounds very simple (face-to-face learning + e-learning), failure to gauge the complexity in designing the training (with a wellbalanced combination of both) can cause failure. In this area, TWBs expertise cannot be neglected. Learning gaps: According to some, classroom training is ineffective because instructors, more often, need to deliver training to mainly two categories of learners at the same time: wellinformed and least-informed. If the students in classroom training are on the same level as far as the baseline knowledge is concerned, the training becomes effective and productive. TWBs blended learning approach gives a provision to cater to students, whose baseline knowledge is not at par with the rest, through means such as online, instant messaging, e-mails etc., thereby helping them raise their knowledge level. Individual learning styles: With the availability of the new package of tools, TWBs instructors and students are able to blend more elements into both classroom and self-paced exercises, thereby effectively catering to individual learning styles. TWB reaches out to learners with a more diverse set of learning options, which help them raise the level of their knowledge and skills. Follow-up: Another important factor to be considered in blended learning is the follow-up. In most cases, this is the most neglected aspects of learning, especially in adult learning. The objective of the follow-up is to determine the retention level of the knowledge and skills taught. TWB has devised its own unique means to ensure that follow-up is practiced to help learners retain their acquired knowledge. TWBs training department follows up with students by sending out exercises through emails after the classroom training is over. To date, this is known as one of the best ways to ensure learning and retention. We blend various components including courses, content portions, IM pings, blogs feedback, and many other things, to provide maximum benefits to learners. Our blended learning approach provides appropriate solutions for the ubiquitous problems of speed, scale and impact linked with most elearning models. In conclusion, TWBs use of welldesigned blended learning programs as a method to fulfill an organizations learning needs has been a great success. The concept of Blended Learning has arrived and is here to stay. However, if it is to add value to our understanding of effective training and learning, the term needs to be considered in a broader context. It is not simply about delivery and technology. If the term blended learning is to have longevity in our trainer vocabulary, we must extend its use beyond technology. It must be as much about varying learning methodology as it is about training delivery. We must understand more about what motivates learners, what support they need and how these supportive interventions can take place in practice. Only with this understanding can we get the blend right. Martyn Sloman, in his Changing World of the Trainer book The

Benefits
By utilizing TWBs training programs characterized by the blended learning approach, an organization can draw the following benefits:

Reduced costs Business continuity Effective holistic learning through classroom cum e-learning methods Extended training covering all distributed workforce at various locations Increased productivity because of the quality learning

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Case Studies
Case Study 1: A Large Leading Software Company

A large software company takes the decision to move their technical documentation effort from the US to India. The team in India had the option of hiring and creating a new team or forming a new team from the existing employees. The Writers Block (TWB) is engaged with this software company to search for members with the right talent within the company, who could then be inducted into the technical documentation sector by way of evaluation tests. A technical support team of 20 members, identified as having the base skills, is created. The team was provided with continuous training in best practices by TWB. As a result, this team starts taking over from the US team in 2 months. Ultimately the team doubles the size within next 3 months.

Case Study 2: A Multinational Multi-Brand Company

The internal market analytics team of a multinational company is engaged in serving its subsidiaries. Such research and analysis is typically for the middle management staff members who determine the key market factors, create decisions points, and put forward these as reports to senior management. However, the multinational wants to change this scenario and wants this internal team to serve the company at a global level. This change means that the local middle management 'cushion' is not present anywhere before the analysis is presented to the customer. TWB provides the exact solution and helps the multinational company formulate a training program for the research team. This step ensures that the research team is able to present its results as research reports to its customers worldwide in a useful way. This training, based on blended learning approach, is created for teams of 20-25 members for over 300 employees spread all over India. The key objective of this well-defined blended learning approach through TWB intervention is to ensure that the existing work is not disrupted. With a long term personalized intervention, there is a surety that each member gets personalized attention.

Case Study 3: A Large KPO Provider

The said company is one of the largest KPO providers in India and continues to be aggressively engaged in providing KPO services like Analytics. The BPO part of the business also involves serving some customers for the KPO services. The company wants to make use of the available manpower, provided they are found suitable and wants to move them into analytics. The objective is that the analytics team should be able to carry out the analysis required and present the output to the customers as research reports with clear decision points. Under the solution provided, team members are evaluated by the KPO provider team for research, analysis and domain skills, and by TWB for communication capability. The employees who are suitable are promoted to the analytics team. TWB, together with the KPO provider, devises a months training program for this team. TWB, using a blended learning approach, conducts a four-day essential classroom training and a four-weeks TWB Online training that runs parallel to the training by the KPO. This is followed by another three days of classroom training. TWB helps the KPO provider create a suitable transformation with the most effective intervention for its team. The team starts taking on responsibilities within a month. Such blended training solution is being laid out for over 500 employees across four locations.

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TWB Services
TWB is Indias leader in technical communication outsourcing and education. TWB offers a complete suite of services that allows our customers to effectively publish their technical knowledge with their people and processes. TWBs customers range from Global 500 including Cisco, Accenture, McAfee, LG, Samsung, Citrix, SAP, Siemens, AOL, Intel; Indian technology majors including Infosys, Wipro; Global defense majors - Pratt & Whitney, Honeywell, DRDO, HAL; and exciting technology startups. TWB's expertise in technical communication ranges from IT Products and Outsourcing, ITES, Banking, Financial, Aerospace, Defense, Ship Building to Hi-tech Manufacturing, and Discrete and Process Manufacturing. TWBs services include:

Technical Marketing Solutions

Datasheets Cheat sheets Solution Briefs/Solution Brochures Presentations Products/Corporate Profile Brochures and marketing collateral Web content Audio and video scripts Press releases Direct mail Newsletter design copy Sales catalogues Sales sheets

Technical Product Documentation

Business Communication
Short Reports Proposals Case Studies Lab Reports Memos Progress/Interim Reports Writing for Electronic Media

Illustrations
Graphic Designing Info graphics 2D & 3D animation Line drawings and illustrations

Datasheets Administrators Guide API Document Configuration Guide Functional Specifications Document Installation Manual Interface Document Interactive Electronic Technical Manual (IETM) Maintenance Manual Online Help Operation Manual Product Demo Product Specifications Document Product Overview Document Quick Reference Guide Release Notes Requirement Analysis Document SDK Document Troubleshooting Manual User Manual Open Source Documentation Programmers Guides Functional Specifications Document Use Cases Online Help /Context Sensitive Help Troubleshooting Guides

Documentation Quality Management

Copy Editing and Proof Reading Managing Writing Editing Services Layout and Design Creating SLAs

Business Documentation
Business Proposals Legal Disclaimers Policy Manuals Style Guide Design Template Design

Content Management
Single Sourcing File Version Control Document Naming Conventions Consistent Document Formatting Data Transformation

Web site Development

Web 2.0 development Web content Web applications

Qualitative Analytics for Decision Support

Economic Business Research Industry Analysis Market Opportunity Analysis Competitive Business Analysis Company & Prospect Profiling Reporting Solutions Assessment of Unmet Market Needs Status and Potential of Technologies Benchmarking of Strategies Vs Competition Forecasting Sales Force Effectiveness Market Assessments Competitive Intelligence Opinion Leadership Emerging Markets - evaluation and research

Translation and Localization Services

Software Translation Services Document Translation Services Localization (L10N) Testing Internationalization (I18N) Testing

Process Documentation
Workflows Standard Operating Procedures ISO Documentation CMM Documentation

Records Management
Document Management Solutions Record Management Storage and Retrieval

Deployment and Support

Installation and Configuration Guides Operations Manual

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TWB Software Tools Expertise

Our technical proficiency in software and authoring tools includes:

Unstructured Content Development

Microsoft Word Adobe FrameMaker Adobe InDesign QuarkXPress Adobe PageMaker

XML Structured Editors

Epic FrameMaker+SGML X-Metal

Multimedia/Authoring
Adobe Flash Adobe Dreamweaver Microsoft FrontPage Adobe Captivate

Macromedia Captivate Graphics/Animations

Adobe Flash Adobe Photoshop Adobe Fireworks

Illustrations
Adobe Flash CS4 Professional Adobe Illustrator CS3 CorelDRAW Microsoft-Expression Graphic Designer Xara Xtreme (Windows & Linux) CuteDraw Publisher3D(for animation) Sketsa SVG Editor (for vector graphics) Techsmith Camtasia Arbortext IsoDraw (technical illustrations for 2D and 3D)

Multimedia/Authoring/ Supporting tools

Adobe Flash Adobe Flex Adobe AIR Adobe Dreamweaver Adobe Acrobat Microsoft Silverlight Adobe Authorware Adobe Director Adobe Captivate Trivantis Lectora ASP.NET JSP JAVA

Online Help
JavaHelp Adobe RoboHelp 7.0 HelpScribble WebWorks Publisher PowerCHM Doc-To-Help WinCHM HelpSmith 2.1.1(Windows) Fast-Help MadCap Flare Help-Server NVU Help

Graphics/Animation
Adobe Flash Adobe Photoshop Adobe Illustrator Adobe Fireworks Microsoft Silverlight

Standards
SCORM 1.2 / 2004 AICC W3C Section 508 QTI XML

XML
XMetal Microsoft Word 2003, Microsoft Word 2007

Databases
Microsoft Access Microsoft SQL Server

CMS/ LMS
Sharepoint Moodle Joomla, WordPress Media Wiki CMS Builder Author-it (formerly AuthorIT) Alfresco

Development and Publishing tools

XSLT/XSL EDD

Flowcharting
Microsoft Visio iGrafx EDraw RFFlow Flowbreeze Smart Draw

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Blended learning vs other learning techniques

Industries Served
TWB services a wide range of technology and knowledge-driven industries, helping them meet their markets better. These include:
Banking, Insurance and Financial Services Consulting and Business Services Defense, Aerospace and Hi-Tech Manufacturing Education and Learning IT, ITES ITES/ KPO/ BPO Pharmaceuticals and Biotechnology Process Manufacturing and Allied Industries Steel, Ship Building, Construction and Aviation Telecom and Digital Communications

TWB has been the preferred technical documentation outsourcing company for:

The TWB Building

No: 4062, 19th Main Road, HAL 2nd Stage, Bangalore 560008 India. Landmark: Behind Carlton Towers Telephone: +91.80.40741400 / +91.80.41256367 Corporate Enquiries: [email protected]

US Office: TWB
11701 Norwegian Wood Drive Austin, TX 78758

Telephone: +1.512.586.8357

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