Question: The use of social media has the potential to significantly change the delivery of training in organizations. Traditionally, training has been focused on delivering a structured experience to employees so that all know how to properly perform tasks. Today, jobs can be more dynamic and involve less repetition. In a customer service setting, for example, it can be difficult to anticipate what complaint or problem a customer may confront an employee with. It may not be possible to identify every possible scenario and then train employees on the exact steps to follow in each situation.

The more dynamic the workplace, the more it may make sense to deliver training when it is needed by employees. In a dynamic environment, rather than providing structured training aimed at removing present or anticipated deficiencies, the use of technology such as social media can provide helpful direction to employees precisely when they need it.

Critical Thinking Questions

The traditional training approach is meant to remove a deficit. The use of social media in training can shift the impact of training to supporting performance. Which approach do you think is better? Explain.

The use of social media allows training to be on demand and available when needed. Can you still apply the four levels of training evaluation (reaction, learning, application, and financial return) to this type of training? Describe.

Can both the traditional deficit-reduction approach to training and the social media style of training be useful in the same organization? Describe.