The concept of electronic learning, or e-learning, is becoming increasingly popular, especially among educational and organisational institutions. Changes to the corporate world, such as globalisation, the continual advancement of technology, and changes to the industrial relations systems within many countries, has seen an intensification of competition between countries and companies around the world. Companies worldwide are continually striving to improve work processes and systems to increase their productivity and profit (Heritage 2006). Organisations are realising the potential of their human resources, or employees, in achieving these aims, and especially through the use of training and development to enhance their skills and knowledge. While it is still in its early stages of development, the use of e-learning as a training medium is becoming increasingly popular among organisations due to the benefits it provides the program developers and participants.  

E-learning can be defined as “the delivery of a learning, training or education program by electronic means. E-learning involves the use of a computer or electronic device (e.g. a mobile phone) in some way to provide training, educational or learning material” (Stockley 2003). The use of e-learning as a training tool has its share of advantages and disadvantages. In regard to the advantages, e-learning provides increased learner control, self-directedness and requires learners to take more responsibility for their learning-all factors consistent with the recommendations of adult learning theories introduced by Malcolm Knowles (1990). Additionally, e-learning provides a synchronous learning experience, in which advanced learners are given the opportunity to speed through or bypass instruction that is redundant while novices/beginners slow their own progress through content, eliminating frustration with themselves, their fellow learners, and the course (Kruse 2004). As the course is dependant on the Internet, it allows the learner to access the program when and where they want, rather than depending on the times and locations chosen by the program developers or educational or organisational institutions.   

E-learning involves elements of interactive activities, such as simulations, to enhance the educational experience. Interactive multimedia is the latest feature to be emphasised in e-learning because it “is supposed to motivate learners automatically, simply because of the integration of music, voice, still pictures, text, animation, motion video, and a friendly interface on a computer screen”. With the online course I completed for the assignment, these elements were present but due to their simple and monotonous nature, my motivation levels remained low, and the motive behind my decision to complete the course was my interest in and desire to master the basic skills of Microsoft Excel. Similarly, Harmon (1992) found that students using online programs containing interactive multimedia were more likely to seek out confirmation of things they already knew than to seek new knowledge, and that with the current state of online courses is such that extrinsic motivation will remain a critical factor in many educational contexts. For example, my completion of the course in hope of gaining new employment.  

Despite the great number of advantages in regard to e-learning or online courses, a number of disadvantages have been identified. A significant disadvantage of online learning is the issue of privacy and confidentiality, increased by the number of computer hackers or the risk of people potentially having access to the learner’s information and personal details. Social isolation due to the program being run online, and ergonomic issues, such as repetitive strain syndrome and eye strain are also other common aspects identified as being the cons of e-learning. Technology is another factor in determining the success of an e-learning application. This is especially important in meeting the individual differences of online learners. Sternberg (1985) argues that the impact of individual differences is a major factor in the effectiveness of computer-based education (CBE) or online learning. “Learning is a function of the learner, the content to be learned, and the features of the instruction”. Therefore the developers of online courses must determine whether the existing technology infrastructure can accomplish the goals and objectives of the training program, and that the software and hardware used is compatible with the skills and personality of the program participants (Kruse 2004).   

E-learning can be used as a powerful tool for training and development within organisations. In a study conducted by Towards Maturity (Overton 2007), it was estimated that over 70% of organisations in the U.S are offering technology-assisted learning [e-learning] services to employees in the administration, customer service and middle management sectors, and that the most popular subjects used by e-learners in an organisational environment were technical, communication and management skills. They state that organisations that mature in their use of e-learning as a training initiative enjoy more business and staff benefits from their e-learning investments. To ensure that organisations achieve similar results, they must utilise the advancing technologies and communicate with their employees as to what should be included into the training program.  

The Home Depot Store, the world’s largest home improvement retailer (Home Depot), in conjunction with its suppliers, introduced an e-learning training program to improve the customer service skills and performance of its employees. The aim of the program was to “increase the consistency of content knowledge and decrease content development costs” as well as to allow the divisions of the stores to “share best practices and improve customer satisfaction results” (Anonymous 2007). The e-learning training program was delivered through the company’s rapid web-based training model. This was a video-driven e-learning program that consisted of 15 minutes of video and synchronised text, followed by an assessment. To increase the effectiveness of the program, the content of the program was divided into three subsections, with each section broken down into specific modules. One section was focused on the development of product knowledge, which was separated into three price ranges. The second section was designed to offer customised position based curricula, such as customer service employees and managers, and the third section focused on the development of generic customer service skills across the store. As a result of the implementation of the e-learning program, the company reported experiencing an improvement in customer service ratings in every division.   

Having recently completed an online learning course and having read up on companies that have successfully, and unsuccessfully, implemented e-learning programs as a training initiative, I believe that the implementation of e-learning within my organisation would enhance the training experience and develop the skills and knowledge of the employees. I currently work at a hospitality/retail establishment that deals with food and coffees and involves interactions with customers on a continual basis. The training currently implemented within the company is a combination of theory classroom-based training and on-the-job training. The store is divided into three main sections: drive-thru, barista and retail. E-learning could be used within the training process to teach employees the basics of customer service and the theoretical aspects of the barista section. While undergoing my training in the barista section of the store, I felt that a lot of product, such as milk, was wasted. With the use of an e-learning program, participants could watch an online simulation of the production of the different drinks. Not only would it save money spent on the products used in the training, but also it means that the trainees would have permanent access to the information.   

The use of e-learning could also be used to teach employees the basics in customer service and how to deal with common, or even extreme situations, regarding interactions with the customers. With technology continually advancing, the e-learning program could use voice activation, where the trainees could include their own voice into the program, through a microphone, making the program life-like. During the course of the semester, the class was given a presentation by Sean Fitzgerald about the nature and use of the “Second Life” application. During this presentation, we were shown how it could be used for training and development purposes, with the main examples being the online PowerPoint presentations and the hairdressing simulation. A similar feature could be implemented by my organisation. Through the use of video streaming, the simulation could show the actual workplace and allow the program participants to undertake the tasks involved in the job, such as serving customers and making coffees and drinks. [Insert name] emphasises that in order to achieve maximum training results, there needs to be a similarity between the teaching conditions and the ultimate external conditions or work environments, in which the learner is expected to apply a skill, knowledge or attitude. This could be achieved through the use of an e-learning application such as Second Life.  

However, as with any practical based activity, while the trainee may understand the theoretical aspects of the job, the only way one can master these skills is through continual practice on the job. This allows for the “transfer of learning” (Pithers 1998, p.188) to occur. The transfer of learning refers to “the fact that previous learning of knowledge, perceptual motor skills and attitudes or values has an influence on subsequent learning…The likelihood of competency transfer of a skill would occur if the learning were acquired in the same or similar environment in which it would be subsequently used”. With the use of e-learning, this process could successfully occur.  

As an employee in my organisation, and a student who knows about the potential of e-learning, I would love to implement an e-learning component into the company’s training and development program. I believe that it would enhance the employees abilities and knowledge required for successful customer service and the production of beverages required as part of the job. While the initial cost of developing and implementing the program may be costly and time consuming, in the long run it would result in higher productivity and profits, and an increased level of morale and motivation among employees who feel competent enough to complete the tasks involved in the job.

A current problem at my workplace is a lack of staff whom posses the skills and ability to complete the different functions of the store. This causes problems especially in regard to rostering, and increases the level of stress placed upon the employees competent in these areas, such as the barista. The main problem is there is a lack of time available to train employees in barista during work hours. By implementing the e-learning program, employees would be able to learn the basics of the barista and customer service, and progressively increase their skills through practice on the job. For example, the e-learning course could teach participants which ingredients, and the quantity of each ingredient, that are included in each drink. The trainee could then make these drinks during their shifts when requested by the customers, with the help of an experienced barista to observe them and provide assistance and feedback when necessary.  

The use of e-learning as a training and development initiative is an effective way to increase the level of skills and knowledge attained by the employees. This ensures that the organisation increases its productivity and profit, and remains competitive in the corporate world. And as technology continually advances, and more people become aware of the advantages and disadvantages of e-learning, the concept of e-learning will continue to increase in its popularity and use. One method of maximising the success of the e-learning program is to obtain feedback from the program participants during its development, implementation and evaluation. This ensures that the program meets the needs of the participants as well as that of the organisation. I hope that in the future, I can develop my skills and knowledge of the nature and development of e-learning programs, and implement an outstanding and successful program in the company in which I am employed, where ever that may be!   

References 

Anonymous, 2007, ‘Walking in the customer’s shoes’, Training and Development, vol.61, no.10, pp.59-60.   

Harmon, S.W. 1992, ‘On the nature of exploratory behaviour in hypermedia environments: considerations of learner use patterns of hypermedia environments for the design of hypermedia instructional systems’, Unpublished Doctoral Dissertation, The University of Georgia 

Heritage, C. 2006, ‘Microsoft innovation through HR’s partnership’, Strategic HR Review, vol.5, no.3, pp.24-27 

Knowles, M, 1990, The adult learner (4^th ed.), Houston TX, Gulf. Kruse, K. 2004, The benefits and drawbacks of e-learning, E-learning Guru, 31 October 3007, <http://www.e-learningguru.com/articles/art1_3.htm>  

Overton, L. 2007, ‘Portrait of a learner’, E-learning Age, March, pp.25-26 

Pithers, R.T. 1998, Improving learning through effective training, Social Science Press, Katoomba. 

Sternberg, R.J. 1985, Beyond I.Q.: A triarchic theory of human intelligence. Cambridge, MA: Cambridge University Press 

Stockley, D. 2003, E-learning definition and explanation, E-learning Solutions, 1 November 2007, < http://derekstockley.com.au/elearning-definition.html>