The way we’re encouraged to learn—and the way we incentivize learning—is myopic by its very nature. “Studying for the test” is rewarded and outright encouraged (SAT Prep anyone?), whereas studying for actual understanding is not only more difficult, but also less likely to quickly result in an outcome like acing the test.
Get this—according to the Ebbinghaus Forgetting Curve, we lose 79% of what we learn just 31 days after we learn it. The theory suggests that unless learned knowledge is reviewed and continually reinforced, we'll lose the ability to retain it.
New hires have a number of internal processes and issues to understand, digest, and apply. And while going through a traditional learning management system might be necessary, reinforcing that knowledge “in the moment” of the job is critical.
Worried? Don’t be, it’s why we’ve built Knowledge Triggers, a feature that proactively pushes relevant information to employees right within the apps they use every day.
How do Knowledge Triggers work?
Knowledge Triggers allow teams to map Guru Cards to specific fields on a webpage so that their team can be coached with the right information to do their job. When they’re used correctly, they can help every team at your organization share relevant information with new hires and reduce onboarding time by upwards of 50%.
Knowledge Triggers have "and"/"or" rule-making so teams can set up coaching for more complex processes. Subject-matter experts (i.e. Authors and Admins) in Guru can choose knowledge for these Triggers to be surfaced in different situations with similar rules.
Since Knowledge Triggers work with the Guru Chrome Extension, your new teammates don't have to leave the environment they're working in. You’re not only saving your teams 80% of their productivity by eliminating context switching, you’re also reinforcing all their training and avoiding the Ebbinghaus Forgetting Curve.
Essentially, you can help people avoid forgetting 79% of what they learned by improving their productivity by 80%. Not bad.
How we use Knowledge Triggers at Guru
It's only natural that we’ve started to rely on Knowledge Triggers at Guru to reinforce information for our long-time employees and new hires. Here are a few examples of how some of our teams are utilizing them to help new employees get up to speed and keep everyone productive.
People operations: expense reports
When you’re in a people operations role, you're the official subject matter expert on information every employee needs access to. It’s why these teams are often buried in repeat questions from across the company. If anyone needs quick reminders on long processes at work, it's people in operations.
Unless you’re Jim Halpert and seemingly filing expense reports every day, it can be difficult to remember every single rule about properly filling them out. At Guru, we have a Card that surfaces on top of our expense report tool, Expensify.
Any time I log into Expensify, the Guru extension reminds me of what I need to know. I can choose to ignore the prompt and let it stay off to the side, or open it up and follow along as I fill out a new report.
Internal communications: running effective meetings
The world has been thrust into distributed work and burdened with the communication challenges that come with hybrid and remote models. If there’s one silver lining we can take away from the past year, it’s that we've become much more strategic about planning meetings. Taking it a step further, our internal communications experts at Guru have outlined how to make our meetings more effective altogether.
Any time I’m in Google Calendar looking to schedule a meeting, I’m met with in-context knowledge that reminds me of the training I’ve received on running effective meetings. That small prompt can help make new hires feel empowered to take the initiative to create meetings on their own, and also ensures that all Guru team members have a consistent and positive meeting experience.
Talent acquisition: interview guides and messaging
Any new hire on a talent acquisition team feels the impact of learning on two levels. Not only do they have to remember training for their own jobs, but also that their jobs reflect an experience that could impact the next new hire. (No pressure)
The Talent Acquisition team here at Guru has done a number of things to create a positive experience for candidates in our funnel, as well as those about to join the team. Along with our cultural interview question guides, they also have messaging and positioning from the marketing team to ensure they articulate Guru consistently and powerfully to every candidate.
Customer-facing teams: customer troubleshooting process
As a customer, there’s nothing more frustrating than an inconsistent experience with a sales or support rep.
Our Intercom chat guide gently reminds new hires how to speak with customers. Not only does this Card provide clear steps that ensure consistent communication, it also links out to a number of other resources in Guru. With this kind of contextual information, customer-facing teams can stop fumbling around different documents and people to get what they need to help a customer. Instead, they can focus on what matters—the customer itself.
Getting started with Knowledge Triggers
Remembering things can be hard, particularly for new hires who need to take in a lot of information during their first few months with a company. With Knowledge Triggers (and a solid onboarding process), you can make the most of any up-front learning your team does and provide a safety net in case information is forgotten. Doing so in the context of the job itself - and not in a portal or learning silo - can help with upwards of 70% of your team’s overall learning.
Interested in using Guru? Follow this step-by-step guide and set your first knowledge trigger up today.