Turnaround: Revamping a Corporate E-Learning Site
The international division of a major insurance company entered
into a four year agreement with an E-learning vendor to provide
online training courses for 600 information systems workers
worldwide. Two years after the deployment, the courseware was
- Current users were interviewed / surveyed to find out what value
they received. Previous users were interviewed / surveyed to
find out why they used the materials and why they were no longer
using them. Non-users were interviewed / surveyed to find out
if they were aware of the resource and if so, why they did not
- Results from interviews and surveys indicated a substantial lack
of awareness of the resources. Current users and previous
users indicated that much of the course content was not relevant to
their current work. In general, users felt strongly that there
was a lack of time available to pursue training even if it was
specific to their needs.
- Meetings were held with the vendor to discuss the situation and
look for solutions. New content and courseware were available
that was not offered at the time the contract was signed.
Partnering with the vendor the contract was restructured to include
access to online technical books and hundreds of new courses that
were currently available.
- Training needs of the technical staff were assessed and matched
to the available curriculum and resource materials. A new
access portal web site was built and tested.
- Promotional materials were developed and a series of
presentations were scheduled to brief the user audience about the
new E-Learning site, new content, and new ways to utilize the
were distributed to the users monthly and promotional flyers were
posted to maintain awareness. Staff usage was recognized by
notifying student’s managers of their course completions.
Success stories were gathered from users and published to promote
- Usage of the
online training and the online technical reference materials were
closely monitored and reported to management.
Within weeks dozens of users had accessed the new system.
Usage of online training materials was monitored and evidenced by
hundreds of completed courses over the first six months of
deployment. Usage of the online technical reference material
also increased monthly. User feedback that the reference
materials were valuable for finding answers to immediate technical
challenges was used to further promote usage of the resource
materials. One year after redeployment, usage was at an all
time high and new target audience specific content was being