Industry Quicklook: Telecommunications

Industry News, Mobile Development, Research, Top 10 Industries Interested in Mobile Learning Comments (1)

With the question of who exactly is interested in mobile learning, in the back of our mind, Float decided to get down to the bottom of things. By monitoring the companies who have been frequent visitors to our website, downloading our content, and reaching out to our personnel, we determined which vertical markets are most interested in mobile, microlearning and mobile apps for performance support.    

After studying the key metrics including industries, website visits, documents which were downloaded by the individual industries, we produced a dataset of the Top 10 Industries interested in mobile learning. Want to see the rest of the list, check this out here.

Here are the results for our #5 Industry: Telecommunications.

Why Mobile Learning?

Telecommunications continues to be one of the fastest growing and ever-changing industries worldwide. Fueled by the evolution of technology, telecommunications is seemingly in a permanent state of flux. It wasn’t too long ago that this industry was about wired phones and fixed lines. At the time, phone calls were the biggest generator of revenue for telecom companies.

This scene has dramatically changed over the years- especially with the addition of mobile and internet. As of 2017, the high-speed internet has been installed in over 109.84 million US households. Also, in 2017 more than three-quarters of Americans (77%) reported owning a smartphone. Advances like this allow the industry to deliver much more than the ability to talk to one another. With this in mind, it’s no wonder why the mobile platform industry is one of the most significant game changers in history. At this point, nearly every adult that wants one owns a smartphone. In 2017, it was reported that 92% of 18-29 year-olds, 74% of Americans age 50 and older, and 42% of those 65 and older also reported as to owning a smartphone.

(photo source iStock)

With these high numbers of customers reporting the usage of these mobile devices, it makes sense that telecom companies have a lot of information to teach to their employees. For huge companies like Verizon, who had 152.645 million subscribers by the second quarter of 2018, that is over 155,4oo employees (as of 2017) who serve as gatekeepers between revenue and customers. So how do these telecommunications companies effectively reach employees who are spread out across the country? How will new employees catch up on information and find answers to questions that customers may ask?

Telecommunications companies are charged with the task of constantly updating learning materials and upgrade them to fit the constant flux in technology with new products and services and ever-changing market conditions. How can they do this effectively? The answer is simple: mobile learning. Mobile learning gives companies the ability to digitally change training course material when necessary without having to recall former printed material. Not only does this save a lot of time and money, but it also enables companies to meet their learners where they are, no matter the time or location.

One of the telecommunication companies that has embraced mobile learning (Mlearning) is BlackBerry. BlackBerry’s Channel Partner Training Team worked with the company OnPoint Digital, to find a way to move beyond the traditional online training courses and webinars. The result was launching weekly materials to detail essential features of BlackBerry 10 as mLearning content that would be delivered to the team’s mobile phone.

Let’s look at how OnPoint Digital did this:

  • Mobile
    • The sales representatives at leading wireless carriers and big businesses all around the world were encouraged to subscribe to BlackBerry 10 Product News. This content would be available in HTML, marketing and technical videos, and short assessments and delivered to whichever tablet or mobile device that they wanted (in BlackBerry, Google Android, Apple iOS, and Windows Phone). The material is delivered as push notifications to increase the engagement.
  • Social
    • BlackBerry and OnePoint Digital employed different social networking features to distribute various informational updates and posting on the web via RSS feeds. Users of this social networking platform were able to interact privately with their peers through message boards, ask questions, and share strategies regarding sales.
  • Custom UI/UX
    • The application was easily branded for each carrier and retail to enable select features via a responsive UX. This branding allows information to be localized to specific sellers in all participating countries. Most importantly, a single UX template supports every mobile device and tablet.
  • Gamification
    • A few of the carriers decided to use game engineering and unique dynamics to drive sales and increase the engagement levels. Engagement skyrocketed with the chances to win prizes when the developers found ways to award points for completed training modules. Also, the top performers of learners had more opportunities to win incentives.
  • Unique Integration
    • Carrier and retailer-specific registration pages were created for each participating partner. The application was perfect for automating participation and streaming via a secure web subdomain. Several partners leveraged APIs to connect training results to an internal LMS and incentive reward systems.

This app launched in January 2013 and quickly expanded, covering 110,000 workers at 95 unique companies in 25 countries in 14 languages. We’re not surprised by this. OnPoint does excellent work and has led the way in this area for a long time.

Mobile Learning + Float

Float has also done extensive work within this sector of mobile learning.  Float, along with mobile technology giant, Qualcomm, published “CHAMPIONS.” With the  Learning Center team, Float created a framework that allows organizations to leverage the unique capabilities of digital technologies to improve human performance.

“CHAMPIONS encourages organizations to embrace technologies to achieve results in ways not previously possible for their workers,” announced Chad Udell, managing director and co-author of the framework. “It is a shift in thinking for enterprise-level organizations interested in maximizing workplace performance.”

This framework was designed to be versatile and flexible as technologies continue to evolve within the marketplace. CHAMPIONS provides a bridge to integration among new technologies and enterprise systems.

“Organizations are struggling to solve tomorrow’s learning challenges with yesterday’s tools,” said Geoff Stead, former director of mobile learning at Qualcomm and co-author. “The CHAMPIONS framework introduces new technologies to reach new learners in new ways.”

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CHAMPIONS consists of nine independent clusters that can enhance the effectiveness of a telecommunications organization:

  • Contextual– Deliver information that will meet a learner’s specific and immediate needs.
  • High Speed– Improves the content delivery to keep up with the increasing pace of the workday.
  • Ambient– Gives employees what they need without having to ask for it.
  • Mobile– Reach employees who are connected with their devices with utilities to amplify their skills.
  • Personal– Support individual learning and information with access to custom content for each employee.
  • Interactive– Enhance the relationships between the audience and content by allowing them to explore and construct a new way of understanding.
  • Open– Make the information available for everyone through the enablement of content and data transparency.
  • Networked– Share resources, software, and information among different devices.
  • Social– Introduce new opportunities for connection and collaboration and learning from others.

For more information, visit gowithfloat.com/champions/ to download the CHAMPIONS starter kit, which includes the CHAMPIONS framework (68-page PDF), a self-assessment guide, and an infographic overview to get started.

What are your thoughts on how mobile learning helps the telecommunications industry stay up-to-date? Can you think of any other examples? Are you in the telecommunications industry? How are you using mobile technology with your workers?

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Alexis Benson

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One Response to Industry Quicklook: Telecommunications

  1. […] How Can the Telecommunications Industry Benefit from Mobile Learning? – October 10, 2018 […]

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