How to keep in regular contact with customers.

Most companies need to provide some sort of training or instruction to their employees, customers and suppliers.  This is especially true for technology-based organisations.  Typically these companies provide needed training by sending people to colleges, holding in-house training classes, or providing manuals and self-study guides.  In some situations it is advantageous for them to use e-Learning instead of the traditional training.

“Companies need to be aware of both the advantages and disadvantages of e-Learning”, according to Sean Griffin, Co-Founder of Learn Skills, the web-based skills and compliance training company.  “e-Learning needs to be understood for employers to maximise the benefits associated with this training.”

e-Learning, has many advantages over traditional classroom training for the employees in a company, customers using a product, or students in school. These advantages include:

• Better than reading the manual – more interactive and engaging
• Cost-effective – up to 60% more cost effective than traditional training
• Practical – where employees are based countrywide or globally
• Standardized learning – more consistent delivery of training

There are some drawbacks on using eLearning:

• Need access to computer – at home or at work
• Some need access to Internet and broadband
• Must know who to use computer – user must be somewhat computer literate
• Personnel resistance – phobias concerning using computers and tecnology
• Must be well-done – else it’s like being thought by a poor teacher

Businesses make most sound decisions based on potential return-on-investment (ROI). It is assumed that the company has already determined that training their personnel and/or customers is a value-added activity.   Now, the question is whether or not e-Learning is the best route to take.

Criteria for deciding on using eLearning include:

• Cost and practicality of sending learners to class
• Availability of computers and literacy of learners
• Development cost versus number being trained

Weighing these issues, an effective and informed decision can be made.  Companies should consider using eLearning when it is cost effective and practical and when they want standardized training.  PCs must be available, students must not resist using the PCs, and the e-Learning material must be informative and engaging to provide the best results.

Reference: School of Champions website, article by Ron Curtis (revised 4 April 2004)