The effectiveness of micro-learning in retail banking

M. Madden, K.K. Govender

Abstract


In order to remain competitive in a global technological revolution, the learning and development departments of businesses are focusing on the emerging concept of micro-learning, to support the fast-paced, multitask orientated and digitally savvy learners. A survey was conducted among 7 673 employees of one of the major retail banks in South Africa, to determine the effectiveness of micro-learning and establish whether micro-learning is effective, as well as identify gaps and recommend strategies to close them. Through inferential statistical analysis of the data, it was concluded that learners reacted positively to micro-learning, the acquired relevant knowledge using micro-learning which improved work performance and business metrics. Although the micro-learning programme was deemed effective for the vast majority (80%) of the participants, two gaps were identified, namely, micro-learning did not fully embrace the social tenet of learning, and it is also not exempt from the distractions that learners experience. It is recommended that any organisation pursuing a micro-learning programme should incorporate a social knowledge-sharing element into the programme and provide users with tools to develop self-control and self-regulation habits needed to conquer constant distractions.


Keywords


learning, knowledge, micro-learning, bank

Full Text:

PDF

References


Abel, M.-H., C. Moulin and D. Lenne. 2006. Learning organizational memory and microlearning (Semantics for Microlearning). 275 file:///C:/Users/f4892844/OneDrive%20-%20FRG/ Downloads/Learning_Organizational_Memory_and_Microlearning_S.pdf (Accessed 21 April 2020)

Abernathy, D. J. 1992. Thinking outside the evaluation box. Training and Development 53. https://www.researchgate.net/publication/234607066_Thinking_Outside_the_Evaluation_Box

Alliger, G. M. and E. A. Janak. 1989. Kirkpatrick’s levels of training criteria: Thirty years later. Personnel Psychology. https://onlinelibrary.wiley.com/doi/epdf/10.1111/j.1744-6570.1989. tb00661.x?r3_referer=wol

Apuke, O. 2017. Quantitative research methods: A synopsis approach. Arabian Journal of Business and Management: 40‒47. file:///C:/Users/laptop/Downloads/QUANTITATIVERESEARCHA SYNOPSISAPPROACH%20(1).pdf

Asano, E. 2017. How much time do people spend on social media? https://www.socialmedia today.com/marketing/how-much-time-do-people-spend-social-media-infographic (Accessed 17 December 2018)

Axonify. 2019. The microlearning platform that’s made for frontline workers. https://axonify.com/ microlearning-platform/ (Accessed 14 January 2019).

Bates, R. 2004. A critical analysis of evaluation practice: The Kirkpatrick model and the principle of beneficence. Evaluation and programme planning 27: 341‒347.

Bell, B. S., S. I. Tannenbaum, K. J. Ford, R. A. Noe and K. Kraiger. 2017. 100 Years of training and development research: What we know and where we should go. Journal of Applied Psychology: 305‒323. https://www.researchgate.net/profile/Raymond_Noe/publication/312957891_100_ Years_of_Training_and_Development_Research_What_We_Know_and_Where_We_Should_Go/links/5936bf56aca272327c3070f7/100-Years-of-Training-and-Development-Research-What-We-Know-and-Where-

Bersin, J. 2018. A new paradigm for corporate training: Learning in the flow of work. https://joshbersin.com/2018/06/a-new-paradigm-for-corporate-training-learning-in-the-flow-of-work/ (Accessed 8 January 2019).

Bloem, J., M. van Doorn, S. Duivestein, D. Excoffier, R. Maas and E. van Ommeren. 2014. The fourth industrial revolution. Things to tighten the link between It and OT. https://www.fr.sogeti. com/globalassets/global/downloads/reports/vint-research-3-the-fourth-industrial-revolution (Accessed 18 December 2018).

Brand South Africa. 2012. FNB named world’s most innovative bank. https://www.brand southafrica. com/investments-immigration/business/success/fnb-011112 (Accessed 5 January 2019).

Brooks, A. 1990. Making trouble in corporate America: Critical reflection within a Fortune 100 Company. Adult Education Research Conference, 31‒36. Georgia: The University of Georgia.

Bruck, P. A. 2006. Mircolearning as strategic research field: An invitation to collaborate. In Microlearning: Emerging Concepts, Practices and Technologies after e-Learning, 13‒16. Innsbruk: Innsbruk University Press.

Buchem, I. and H. Hamelmann. 2010. Microlearning: A strategy for ongoing professional development. eLearning Papers, 1‒15.

BusinessTech. 2018. 6 New banks launching in South Africa soon. https://businesstech.co.za/ news/banking/260077/6-new-banks-launching-in-south-africa-soon/ (Accessed 19 December 2018).

Camarate, J. and S. Brinckmann. 2017. The future of banking: A South African perspective. Johannesburg: PWC. https://www.pwc.co.za/en/assets/pdf/strategyand-future-of-banking.pdf (Accessed 6 March 2019).

Compare Banks. 2014. South African deposits. https://south-africa.deposits.org/banks.html (Accessed 4 January 2019).

Creswell, J. W. 2014. Research design. Los Angeles: SAGE.

Davidson, C. N. 2011. Now you see it: How the brain science of attention will transform the way we live, work, and learn. New York: Viking.

Deloitte. 2014. Leading in learning. https://www2.deloitte.com/content/dam/Deloitte/global/ Documents/HumanCapital/gx-cons-hc-learning-solutions-placemat.pdf (Accessed 20 December 2018).

Deloitte. 2017. 2017 Deloitte global human capital trends: Rewriting the rules for the digital age. Deloitte University Press. https://www2.deloitte.com/content/dam/Deloitte/global/Documents/ About-Deloitte/central-europe/ce-global-human-capital-trends.pdf (Accessed 18 December 2018).

Downes, A. 2019. Essentials of learning evaluation: A foundation for effectively measuring learning’s impact. https://www.watershedlrs.com/hubfs/DOCUMENTS/Essentials_of_Learning_ Evaluation.pdf (Accessed 10 February 2019).

Eades, J. 2015. Why learning and development is the most important department. https://elearning industry.com/why-learning-and-development-is-the-most-important-department (Accessed 19 December 2018).

Ford, K. J. and D. A. Weissbeinn. 1997. Transfer of training: Updated review and analysis. Performance Improvement Quarterly 10. file:///C:/Users/f4892844/Downloads/Transfer_of_Training_An_ Updated_Review_and_Analysi.pdf

FutureThink. 2009. The future of learning & development. New York: Future Think LLC.

Galloway, D. L. 2005. Evaluationg distance delivery and e-learning: Is Kirkpatrick’s model relevant? Performance Improvement 44(4). https://onlinelibrary.wiley.com/doi/epdf/10.1002/pfi. 4140440407?r3_referer=wol

Grossman, R. and E. Salas. 2011. The transfer of training: What really matters. International Journal of Training and Development. https://pdfs.semanticscholar.org/ab9d/0067292ef59e084476a244 b9210d1faaab8d.pdf

Hagleitner, W. and T. Hug. 2007. A generative model for evaluation of the microlearning processes. In Didactics of microlearning, 381. Munster: Waxmann.

Harasim, L. M. 2012. Learning theory and online technologies. New York: Routledge.

Haythornthwaite, C. and R. Andrews. 2011. E-Learning theory and practice. London: Sage.

Henning, E., W. van Rensburg and B. Smit. 2004. Finding your way in qualitative research. Pretoria: Van Schaik.

Hierdeis, H. 2007. From meno to microlearning: A historical survey. In Didactics of Microlearning, 35. Munster: Waxmann.

Hug, T. 2006. Microlearning: A new pedagogical challenge. In Microlearning: Emerging concepts, practices and technologies after e-Learning, 7‒12. Innsbruck: Innsbruck University Press.

Hug, T. 2007. Didactics of microlearning ‒ Introductory note. In Didactics of Microlearning, 10‒14. Munster: Waxmann.

Hug, T. and N. Friesen. 2007. Outline of a microlearning agenda. In Didactics of Microlearning, 15‒34. Munster: Waxmann.

Illeris, K. 2009. Contemporary theories of learning: Learning theorists ... In their own words. London: Routledge. https://books.google.co.za/books?hl=en&lr=&id=vQWPAgAAQBAJ&oi=fnd&pg =PA209&dq=learning+must+be+social&ots=Nx17DDJLNh&sig=USkMo6T5KUaP9P8qhC2G6m6RMjE#v=onepage&q=learning%20must%20be%20social&f=false

Isaias, P., J. M. Spector, D. Ifenthaler and D. G. Sampson. 2015. E-Learning systems, Environments and approaches. Switzerland: Springer.

Job, M. A. and H. G. Ogalo. 2012. Microlearning as innovative process of knowledge strategy. International Journal of Scientific and Technology Research 1(11): 92. www.elearningpapers.eu: http://citeseerx.ist.psu.edu/viewdoc/download?doi=10.1.1.300.3139& rep=rep1&type=pdf (Accessed 19 December 2018).

Jomah, O., A. K Masoud, P. X. Kishore and S. Aurelia. 2014. Microlearning: A modernized education system. BRAIN (Broad Research in Artifical Intelligence and Neuroscience): 103‒110. http://www.edusoft.ro/brain/index.php/brain/article/view/582/627

Jugmohan, L. 2016). FNB is Africa’s most innovative bank 2016. http://www.digitalstreetsa.com/fnb-africas-innovative-bank-2016/ (Accessed 17 December 2018).

Kapur, S. 2015. Andragogy: The adult learning theory. Indian Journal of Adult Education, 50‒60.

Kaufman, R., J. Keller and R. Watkins. 1996. What works and what doesn’t: Evaluation beyond Kirkpatrick. Performance Improvement: 1‒37.

Kirkpatrick, D. L. and J. D. Kirkpatrick. 2005. Transferring learning to behaviour ‒ Using the four levels to improve performance. San-Francisco: Berrett-Koehler Publishing Inc.

Kirkpatrick, D. L. and J. D. Kirkpatrick. 2007. Implementing the four levels. San-Francisco: Berrett-Koehler Publishers Inc.

Knowles, M. S., E. F. Holton and R. A. Swanson. 2012. The adult learner: The definitive classic in adult education and human resource development. 7th Edition. New York: Routledge.

Le Clus, M. A. 2011. Informal learning in the workplace: A review of the literature. Australian Journal of Adult Learning 355‒373.

Nanziri, E. L. and M. Leibbrandt. 2018. Measuring and profiling financial in South Africa. South African Journal of Economic and Management Sciences: 1‒17. http://www.scielo.org.za/ pdf/sajems/v21n1/47.pdf

Neuhold, E. and M. Lindner. 2007. Quo Vadis, eLearning? Microlearning: Emerging concepts, practices and technologies after e-learning, 20. Innsbruck: Innsbruck University Press.

PWC. 2014. Retail banking 2020: Evolution or revolution. https://www.pwc.com/gx/en/banking-capital-markets/banking-2020/assets/pwc-retail-banking-2020-evolution-or-revolution.pdf (Accessed 19 December 2018).

PWC. 2015. The future shape of financial services in Africa. https://www.pwc.co.za/en/assets/pdf/fs-journal-2015.pdf (Accessed 20 December 2018).

Rainbird, H., A. Fuller and A. Munro. 2004. Workplace learning in context. London: Routledge.

Saniee, I., S. Kamat, S. Prakash and M. Weldon. 2017. Will productivity growth return in the new digital era? Bell Labs Technical Journal 22: 4. https://ieeexplore.ieee.org/stamp/ stamp.jsp?tp=&arnumber=7951155&isnumber=7951154

SARB. 2017. Bank Supervision Department Annual Report 2017. https://www.resbank.co.za/ Lists/News%20and%20Publications/Attachments/8507/01%20BankSupAR2017.pdf (Accessed 4 January 2019).

Schmidt, C. 2007. Small steps towards a culture of deliberative learning: Media supported pyramid discussions. In Didactics of microlearning, 313. Munster: Waxmann.

Siemens, G. 2007. Connectivism: Creating a learning ecology in distributed environments. In Didactics of Microlearning, 53. Munster: Waxmann.

Spira, J. 2010. The knowledge worker’s day: Our findings. http://www.basexblog.com/2010/11/04/our-findings/ (Accessed 16 December 2018).

Spitzer, D. R. 2005. Learning effectiveness measurement: A new approach for measuring and managing learning to achieve business results. Advances in Developing Human Resources 7.

Statista. 2018. Number of smartphone users in South Africa. https://www.statista.com/statistics/ 488376/forecast-of-smartphone-users-in-south-africa/ (Accessed 17 December 2018).

Strother, J. B. 2002l. An assessment of the effectiveness of e-learning in corporate training programmes. International Review of Research in Open and Distance Learning 3(1). file:///C:/Users/f4892844/Downloads/83-315-2-PB.pdf

The Banking Association of South Africa. 2014. South African Banking Sector Overview. https://www.banking.org.za/docs/default-source/publication/banking-sector-overview.pdf? sfvrsn=6 (Accessed 4 January 2019).

Younus, U. M. 2017. Fourth industrial revolution. https://www.dawn.com/news/1331909 (Accessed 18 December 2018).




DOI: https://doi.org/10.20853/34-2-3733

Refbacks

  • There are currently no refbacks.


eISSN: 1753-5913

Copyright © 2016 South African Journal of Higher Education

Hosted by Stellenbosch University Library and Information Service since 2016.

Creative Commons License -CC BY-NC-ND 4.0

Disclaimer:
This journal is hosted by the SU LIS on request of the journal owner/editor. The SU LIS takes no responsibility for the content published within this journal, and disclaim all liability arising out of the use of or inability to use the information contained herein. We assume no responsibility, and shall not be liable for any breaches of agreement with other publishers/hosts.