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Writer's pictureJoanna Smith

From Training to Action: Leveraging Multi-Channel Nudges to Sustain Behaviour Change

When it comes to learning design, it’s not just about delivering content—it’s about driving real behaviour change. Cathy Moore’s Action Mapping framework nails this, focusing on designing learning around actions learners need to perform, not just knowledge they need to retain.

Cathy Moore’s Action Mapping framework
 

Quick tip!

When a subject matter assures you that learners do in fact need to know certain things, you can ask "So once our learners know this information, what will they be doing differently at work?" This is usually sufficient to open up some good conversation around behavioural outcomes.


Here's the rub -  We might craft some beautiful context-rich scenarios where learners choose the target behaviour correctly on a screen, but how do we ensure the target actions actually happen once the training is over, and stick around to achieve long-term change?


That’s where multi-channel communication and behavioural nudges come in.


 

The Power of Nudges

Nudges—small, subtle prompts—are a great way to encourage action without being pushy. In learning, nudges can be delivered across those multiple channels to keep learners focused on applying their new skills.


Multiple-Channels

Here are some examples of communication channels you might like to consider, and what types of nudges might go in them: 


  • Email: Send quick reminders or links to extra resources.

  • Email campaigns: If you have the technology, consider designing a whole email campaign, with emails auto-sending after periods of time. It's a great way to design spaced repetition.

  • Text messages: Short nudges reminding learners to practice new skills.

  • Workplace chat threads (Teams/Slack): Create a space for learners to share, ask questions, or support each other. Peer pressure can be used to great positive effect!

  • LMS notifications: Timely tips delivered right where learners work. Some LMSs are mobile-first and have good notification features.

  • Microlearning: Bite-sized content drip-fed to learners that they can absorb and apply on the go.

  • Team meetings: Discussion prompts designed to help team leaders reinforce behaviours with their teams. Make these fun and engaging, like kahoots or other games.


Multiple channels & nudges in action

Using multiple channels to nudge behaviour doesn't have to be complicated! Even adding one or two more communication channels can make a difference. Here are three examples of ways we've communicated in more than one way this with our clients' learners before.

 

1. Information management training
  • Project meetings department-by-department Explaining the importance of getting information management right, and explaining how the project will affect them.

  • Assigned eLearning  Scenario-based training reinforcing the reasons why good information management is good for all of us (with real-to-life consequences).

  • SharePoint video tutorials Optional reference material for those who need to upskill in specific techniques for managing information (sharing with hyperlinks, adding metadata to library items, sorting & filtering).

Example of information management training

2. Developing resilience in call centre staff
  • eLearning theory module Explaining what resilience is, and providing examples of how a person can develop their own resilience.

  • Set of post card discussion prompts for team leaders Each week for 10 weeks, team leaders took one card (in a series of 10) and followed the instructions. There was always a QR code for the team to watch a short video (preferably content from a popular source) on a mobile phone, then a couple follow up questions to discuss how the specific idea applied to them. This was a great way to allow individual learning to translate into team culture, and ensure that talking about resilience became normal, and even fun.



3. Health & Safety compliance - use of knives in a warehouse
  • Compulsory eLearning course for all warehouse staff This included videos of their own staff members doing things the right way, and knowledge checks that ensured the theory of safe knife use was understood.

  • Practical Observation Checklist All staff had to observe their team leader demonstrating live how to use each of the new knives safely. This was signed off by the team leader.

Practical Observation Checklist
  • Practical Demonstration Checklist After both of the previous were completed, the learner had to successfully demonstrate to their team leader using each of the new knives successfully. This was then also signed off by the team leader. In this way, the learner was 100% certain that the behaviour was expected, and the eLearning was not just a 'tick box' exercise.  

Practical Demonstration Checklist
 

If you want some help designing a programme of learning with nudges built in, get in touch!


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