THE NEW SCHOOL

Above all, the process must be tracked and measured to make sure that you are getting a sufficient ROI.

Analytics should also be part of your toolbox. Data captured to measure sales and operational performance can often be used when evaluating a training program.

Obviously, the overall goal is increased sales and profitability. Establish a baseline, define your expectations and compare results quarterly, using these metrics:

• On-demand analysis

  Evaluate the costs and effectiveness of on-demand vs. traditional training.

• Utilization

  Measure the usage of the training resources by department and employee profiles.

• Certification compliance

  Monitor completion of course-work and assess risk to minimize corporate exposure.

• Vendor review

  Evaluate vendors individually and collectively to ensure value.

• Costs

  Capture out-of-pocket and resource-allocation costs to be used in determining return on investment.

Doing all this is time consuming, but it pays off. And on-demand training isn't just for your staff. Don't forget to train your customers, too. How? By supplying online information on products, policies, and operations. This will result in fewer calls and returns.

Borrow ideas from other companies and industries. Enhance the training experience with a few conferences or seminars.

And if you choose to create your own program, please heed Ben Franklin's advice: “Learn of the skillful; he that teaches himself, has a fool as a master.”

	PROS AND CONS

Every business decision has plusses and minuses. On-demand training is no exception.

	The advantages

• Verifiable compliance with mandatory certifications. Individual and corporate compliance monitoring can be automated.

• Reduced overall internal and external training costs. Once the programs are in place, modifications are easy and inexpensive. External training doesn't require travel or time away from the office.

• Improved consistency. Employees and customers are less confused, and expectations are more manageable.

• Convenience and accessibility for users. This allows students to learn at their own pace. They can revisit areas as often as needed to ensure a complete understanding.

• Improved tracking of student activity. The information helps identify the programs' strengths and weaknesses.

	The disadvantages

• Less interaction among employees. This is the greatest drawback. The exchange of thoughts and information in a learning environment is a valuable forum for new ideas. The ability to question and give feedback aids the learning process.

• Higher initial investment due to the costs and resources required to set everything up. This will decrease as more tools and resources become available.

• Lack of cultural acceptance. User resistance can be very strong and can impede the program. Work to identify issues and remove resistance from the beginning.

• Technology issues. If the infrastructure isn't capable of handling the increased load, there will be outages that interfere with meeting the training goals. — DE

	BOOMERS AND GAMERS

	How to close the generation gap

It's almost as if they speak different languages. Baby boomers, who range in age from 44 to 61, prefer the old training methods. Gamers, who are at least 30 years younger, want everything to be high-tech.

But it's possible to serve both camps. Here are some tips on how:

1. Be aware of individual trainees' comfort levels. Despite generalizations about what each group likes, there will be variances.

2. Encourage cross training between the generations. Gamers can help boomers overcome technological challenges. But boomers have hands-on experience they can share — for example, they know how to interact with irate customers.

3. Create internal training and evaluation teams made up of both generations. It utilizes the best of both worlds and encourages teamwork.

4. Provide incentives to continue the training process after work hours. If they work, employees will use books and other resources outside the office. And this benefits everyone.

5. Update training videos on DVDs. They are more flexible. — DE