between shifts so that peers can begin to build rapport. Encourage,
or at least don’t discourage, people sending instant messages when
they seek help from others in the enterprise or those they can learn
from across the globe.
Jump-Start Learning with Novelty
At Microsoft, in Redmond, Washington, I worked with new employ-
ees in the product support division. After their first week of work, we
sent them to the technical support lines to answer calls, some of
which were from irate customers. After a few calls, each of the new
employees quickly grasped that he or she had plenty to learn. From
then on, they were very receptive to advice, coaching, and lessons
from coworkers and instructors on how to handle difficult situations.Stimulate the learning process by mixing in different activities.
Effective informal learning activities are those that are compelling,
not necessarily those that are most frequent. An activity such as
cross-training may shake up everyday work, but walking in your
customers’ shoes, rotating jobs, or visiting the manufacturer who
develops the components you use—activities that may occur less fre-
quently and are rich with novelty and impact—may prove more
insightful.
Nurture Learning Through Reflection
As Brenda Wilkins of the Montana Children’s Theatre began to write
her doctoral dissertation, her daughter became ill. Brenda cleaned out
her home office, fearing she wouldn’t be able to return to it for a long
time. To keep her notes straight, she taped them around the room, and
then she closed the door. Occasionally, she took a break from caring
for her daughter and walked around the office, ruminating on the yel-
low pages covering the walls. After several long weeks, her daughter
regained her strength. When Brenda returned to her computer, she
discovered that her conclusions came quickly and with new clarity.INFORMALLEARNING 97