People who have implemented wireless mobile learning inevitably recommend that “newbies” master the basics first. What they are referring to is mastering the technical, organizational, and educational challenge of developing traditional desktopbased e-learning before moving to m-learning. This suggestion is based on the increased difficulty inherent in m-learning. Veterans will frequently tell you they leaned on their strong relationship with IT to overcome technical hurdles, developed confidence using authoring tools, and used lessons learned from selling e-learning programs and supporting the programs. Starting with basic e-learning, the veterans built alliances, a track record, or the skills needed to deal with m-learning. The guidelines presented here are broken into high-level wireless m-learning recommendations for performance support and recommendations for communication as knowledge building. Instructional strategies for both must be crafted based on the context, the equipment, the learners, and the organization.

Performance Support

Designing performance support systems for mobile devices adds a level of complexity due to the size of the device and the technical challenges related to screen size, navigation, and interaction.

Focus on User-Centered Design

When designing content or materials for a wireless or mobile PSS device, focus on what the learner needs to do or know. Consider how you organize the material (that is, based on task, location, most to least common problems, time of year, product); the amount of detail required, and the value of rich media (video, sound, graphics).

Assess the Need for Connectivity

Does the content have to be retrieved from a network? If the content is subject to frequent changes and the changes are essential to performance, then wireless mobile connections are essential. If some of the content is stable and changes infrequently, consider a hybrid solution. Store the stable content locally and use a wireless connection to access perishable content and to send launch and tracking data.

Motivate and Prepare Learners to Use Performance Support

Adopting performance support requires more that distributing mobile devices. Allocate time to teach employees to technically use the devices and bolster their metacognitive skills. Conduct sessions that provide practice using the device to solve problems or work through scenarios that will build learner confidence.

Conduct a Formative Evaluation

Before rolling out any m-learning solution, be sure to test your program. Conduct walkthroughs with a small group of five people (Neilsen, 2000). Look at issues such as

• Does the performance support tool address a worthy problem?

• How easy is it for learners to use the program? • Can they quickly complete typical tasks?

• What changes would users recommend to the navigation or user interface?

Communication-Based Knowledge Development

Encouraging m-learning through communications will require fewer instructional design skills and more skills in influencing line of business decisions.

Start with a Project That Matters

Choose a project that needs a learning strategy reliant on experts and tacit knowledge (that is, the organization’s expertise and a knowledge that is not written down and not formally expressed but essential to the success of a project). If all the available skills and knowledge are explicit (written down and well-known) and there is no deep expertise to draw on, a communication-based mobile strategy adds no value.

Share Rewards

Implementing a communication-based form of m-learning requires an organizational culture that recognizes and rewards sharing. Allowances have to be made in people’s work schedules to allow them to focus on responding to requests for assistance. There also have to be reward and recognition for those willing to share their expertise. Allocating time and overcoming organizational cultures in which knowledge is power can be significant obstacles.

Don’t Expect Immediate Success

In most organizations this will be a new strategy and one that will take a while to take root. Learners must learn how to manage this kind of learning and come to see this tool much like documentation, on-the-job training, and other forms of learning. Likewise, the experts must see how they can optimize their role in sharing knowledge and teaching as a result of dialog with learners.

Think Through How You Can Nurture the Process of Encouraging m-Learning Through Communications

In this strategy there is little training professionals can do directly to deliver learning. The role training plays is behind the scenes doing things such as monitoring and cleaning up threaded discussions, keeping lists of experts’ skills up-to-date, clarifying expertise of team members, and making managers aware of the benefits of the program.