Best Practice Report

Informal Learning Dominates Corporate And Customer Learning Approaches

January 13th, 2014
Claire Schooley, null
Claire Schooley
With contributors:
Stephen Powers , Victoria Boutan


Informal learning — as an individual activity and as an activity in a social setting — is experiencing tremendous growth. This interest is due to three factors: Millennials in the workforce; faster work environments that require quicker information gathering; and the continued shift of customer experiences to online channels. Close to half of all organizations experience some kind of informal learning and organizations like Fidelity Investments provide informal eLearning for customers. This document examines why informal learning has become so dominant and what practices need to be put in place to have successful informal learning inside and outside of an organization. Case studies show AD&D professionals and HR executives how three organizations have approached informal learning, the tools they are using, as well as the best practices they use and challenges they face.

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