PART II
New Approaches for E-Learning

Chapter 3: Why Most CBT Doesn’t Work and How It Can Be Better 41

The Road to Better Online Training 48
Does Multimedia Enhance Learning? 55
Online Training at U S WEST 58
Moving a Highly Successful "Soft Skills"
Classroom Course to the Web: A Case Study 59
Online Training Is Just One Part of E-Learning 62

Chapter 4: Knowledge Management:

When Information Is Better Than Instruction 63
The Web: Classroom or Library? 63
What Is Knowledge Management? 65
Types of Knowledge 66
Knowledge Management Benefits:
The Virtual Corporate Brain 68
The Knowledge Management Pyramid 70
Performance Support 72
Is Expertise Always Required? 75
Integrating Performance Support
Into Knowledge Management 76
Community and Collaboration in Knowledge Management 78
Managing the Information 81
Knowledge Structuring Is Key 84
Knowledge Management for Sales Executives at AT&T Global Services 85
Knowledge Management for Customer Service at U S WEST 88
Knowledge Management and Performance Support at Merrill Lynch 90
Moving Problem-Solving and Decision-Making Skills to E-Learning: A Case Study 91
Commercial Examples From the Internet 93
Building a Knowledge Management Solution 103
Implications for E-Learning 109
An E-Learning Journey—Barry Arnett 111

Chapter 5: Integrating E-Learning and Classroom Learning 117

The New Role of Classroom Training 120
Building a Learning Architecture 121
A Learning Architecture for Sales Development at AT&T Global Services 129
A Learning Architecture for Financial Consultants at Merrill Lynch 133
A Learning Architecture for Initial Call Center Training at U S WEST 136
Creating a Learning Architecture for Executives 137
Can You Put Classroom Training on the Web? 139
Killer Apps in E-Learning 144
An E-Learning Journey—Maddy Weinstein 145

PART III
Organizational Requirements for E-Learning

Chapter 6: Building and Managing an E-Learning Infrastructure 151

You Cannot Begin Without Access . . .or a Strong Partnership With IT 152
The Fall and Rise of PLATO: How Advances in Technology Almost Doomed One of the First Real CBT Systems 154
Learning Portals 157
Using a Single Web Portal to Consolidate Employee Orientation at Prudential 159
Learning Management Systems 161
The Goal of Interoperability 167
Standards 169
Learning/Knowledge Objects 170
Don’t Just Throw Stuff Out There! 173
Some Notes About Authoring 174
Key Questions to Ask About an E-Learning Infrastructure and Tools 176

Chapter 7: The Four C’s of Success: Culture, Champions, Communication, and Change 179

Building a Learning Culture 180
Culture-Building Strategies That Don’t Work 181
Culture-Building Strategies That Do Work 185
Signs Your Senior Leadership May Not Be Serious About E-Learning 189
Helping Senior Managers Become True Champions of E-Learning 193
Leadership and Communication 196
Why a Successful E-Learning Strategy Needs an Effective Change Strategy 199
Four Additional Rules of Change 201
How Dell Creates an E-Learning Culture 203
Knowledge Management as a Facilitator of Change at AT&T 205
What About the Training Organization Itself? 207
An E-Learning Journey—Raymond Vigil 207

Chapter 8: Justifying E-Learning to Top Management and to Yourself 211

Success Criteria 212
Justifying E-Learning Costs 214
Demonstrating E-Learning Quality 220
Evaluating E-Learning Service 224
Evaluating E-Learning Speed 225
The Two Questions Every Training Organization Asks . . . but Perhaps Shouldn’t 225
The E-Learning Value Proposition 227
An E-Learning Journey—John McMorrow 228

Chapter 9: Reinventing the Training Organization 233

Signs the Training Department May Not Be Truly Interested in E-Learning 234
Can Training Organizations Change? 238
A New Business and Governance Model for the Training Organization 241
Reexamining Facilities as E-Learning Takes Root 245
Outsourcing and E-Learning 246
Professional Development and Recruitment 249
Reinventing Training at Cisco Systems: A Case Study 252
What Can E-Learning Organizations Learn From E-Business? 255
Is It Too Late? 260
An E-Learning Journey—John Coné 261

Chapter 10: Navigating the Vendor Marketplace 269

E-Learning Vendors Can Be Relentless - How to Manage Them 271
Finding Good Vendors 273
The E-Learning Request for Proposal (RFP) 277
The Vendor’s Perspective 281
Maintaining a Good Ongoing Relationship 282

Chapter 11: E-Learning on a Shoestring 285

When You Don’t Have an Intranet 286
Buy as Much as You Can . . .Build Only When Necessary 286
Use Partnerships 287
Needed: One Good Professional 287
Don’t Do E-Learning When It’s Not Necessary, but Be Ready When It Is 288

Chapter 12: Creating Your E-Learning Strategy 291

Who Should Participate? 292
Analyze Your Current Situation 292
Describe Your Desired Situation 294
Set Your Vision 295
State Your Mission 296
Gap Analysis 297
Conduct Force-Field and SWOT Analyses 298
Strategy Recommendations 301
Build an Action Plan 301
Be Wary 304

Chapter 13: The Future of E-Learning 305

The Challenges Ahead 306
The End of "e" 311
An E-Learning Journey—Gloria Gery 311

Appendix A: The E-Learning "Top 20"—

20 Key Strategic Questions You Must Answer About the Sustainability of Your E-Learning Efforts 317

Appendix B: E-Learning Resources 323

Supporting Materials, Resources, and Links at
www.books.mcgraw-hill.com/training/rosenberg

Endnotes 331