Objection Handling

Curatr uses a number of approaches that may not be fully understood in many workplaces.

These approaches include:

  • Gamification
  • Social Learning
  • Curation

This article outlines some of the common objections relating to the above approaches, as well as other potential objections and provide some suggested responses based upon our experience.

 

Social Learning

Objection

What if people exchange information and ideas that are incorrect?

Suggested response

If people have already have incorrect information/a false perception then the problem already exists. They are probably already acting on and sharing that false perception via emails, phone calls and general conversations. If somebody were to express this misperception in Curatr it would then be visible to other participants, the facilitator and the Organisation. Far from being a problem, this would allow that misperception to be discussed and addressed appropriately. Think of Curatr as a way to bring issues to the surface as well as the usual discussions around shared ideas and beliefs.

 

Objection

What if people post inappropriate comments?

Suggested response

It is extremely rare for people to post inappropriate comments. What is more common is for people to post comments and ideas that may differ from others ­ this doesn’t necessarily make them inappropriate however ­ and of course allows for a deeper conversation to take place. It is impossible to participate in Curatr anonymously, therefore all comments are directly attributable to an individual ­ which helps with accountability. Every participant is able to ‘red flag’ a comment. These comments are then visible to the facilitator/admin who are then able to make a decision as to what to do next.

 

Objection

We can’t measure the ROI of Social Learning.

Suggested response

Social Learning is more than just a socially enabled online platform. Social Learning has been taking place for 1000’s of years and is key to our advancement as a species. We are surrounded everyday by examples of social learning taking place that we often overlook; Meetings, emails, telephone calls, casual conversations etc are all examples of where social learning is probably taking place ­ but nobody is overly concerned about trying to track the ROI of those. This article from Jane Bozarth takes a look at a model that may help to formulate some ideas about measuring the value of online interactions.

 

Gamification

Objection

We are a serious business and can’t be seen to be playing ‘games’!

Suggested response

Many serious business have a presence and employees on Linkedin. The same Linkedin that uses simple and subtle gamification techniques to encourage people to keep their profiles up to date. Effective use of Gamification doesn’t necessarily mean that the experience has to look like or feel like a game. In Curatr the Gamification aspect is secondary to the content consumption and social interaction. Some recent Curatr participants didn’t even realise there was a Leaderboard / Gamification aspect (despite them both being in the Leaderboard Top 10) until it was brought to their attention ­ they were sufficiently engaged in the programme for the Gamification aspect to mean very little to those individuals.

 

Objection

Aren’t there some negative consequences of people 'gaming the system'?

Suggested response

Effective design coupled with the following Curatr features can help to minimise the likelihood of people attempt to ‘game’ the system:

1. Don’t make the completion rate 100%.

2. Don’t force a social aspect onto people where it adds no value.

3. Where you do enable a social aspect, pose a Discussion Point Question to maintain focus.

 

Curation

Objection

How do we know if the content we are curating is correct?

Suggested response

Using a Subject Matter Expert to curate content for you is certainly advisable ­ as their involvement would be for any type of development activity you were involved in developing. Consider though whether the inclusion of some ‘incorrect’ or ‘alternative view’ pieces of content would be useful? Including such pieces has the benefit of presenting differing views and ideas which the end user may well come across as part of their role and of course, the social element that Curatr brings would provide an opportunity to openly discuss how to deal with those situations.

 

Objection

There is no suitable content on the internet for us to curate into our programmes.

Suggested response

It may well be the case that the subject area is so niche that there simply isn’t the content available on the internet to meet your needs, however ‘curated content’ doesn’t necessarily have to come from the public web. Perhaps you have internal documents, intranet pages, slides, manuals, videos etc that you can curate? It may also be equally true that you do need to create some content for your Curatr experience, either because there isn’t any source material or because you wish to create some ‘context’ for the content you have created.

 

Objection

Is Curation copyright theft?

Suggested response

Here’s the good news. Thanks to the world of hypertext (e.g. linking), you can curate your content whilst remaining entirely legal. This article from Curatr CEO, Dr Ben Betts provides more detail on this subject.

 

Hosting

Objection

We have concerns over cloud hosting. How secure is it?

Suggested response

Vastly more secure than any other method. Data in transit to Curatr is secured using SSL (https) connections.

HT2 is IS27001:2013 and ISO9001 certified. Our hosting partner, Rackspace, is SOC I/II, ISO27001, SSAE 16 and PCI certified. Our servers and your data are hosted in London through our hosting partner Rackspace. Within this data centre the service is spread over a number of physically and logically separate hardware devices. Physically, access to host servers is restricted by two-­factor authentication with a principle of 'least privilege' being applied to data centre access. CCTV and on­site security are used to maintain this policy. The data centre is equipped with sensors, including smoke detectors, and floor water detectors, to detect environmental hazards. Also equipped with raised flooring to protect hardware and communications equipment from water damage. Fire detection systems and suppression systems and chemical fire extinguishers are inspected at least twice annually

 

We have an existing platform

Objection

We've already got an LMS that can do all of this, why should we use Curatr'?

Suggested response

Many LMSs have implemented social, gamification and curation features as ‘afterthoughts’ or ‘bolt ons’ to their original product. These ‘bolt ons’ mean that the features are not woven into the DNA of the platform and on many occasions this is quite obvious. Curatr was built from the ground up with social, gamification and curation features woven into it’s code ­ into it’s DNA. This provides a seamless experience for both the designer, facilitator and end ­user.

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