Training programs come in many shapes and sizes… e-learning, classroom training, synchronous (live) Internet delivery, asynchronous workbooks (self study) and so on. Regardless of the medium, training programs are put in place to solve specific problems such as poor performance, lack of knowledge about a new system, process or product, high turnover, low customer satisfaction and more. Some organizations view training programs as a single solution to a host of problems. For this reason, it often falls short of expectations. Training budgets are cut, and problems often spiral out of control.

Information Experts views training programs not as stand-alone solutions; rather, they are a key ingredient in a more complex, finely-tuned holistic solution. Only with this ‘integrated’ approach can training challenges be overcome—training challenges such as those illustrated below.

Planning

The pressure is on for organizations to operate smoother and leaner… to become more profitable and less wasteful. Moneys allocated for training are scarce in some firms, and for this reason many individuals select quick-fix solutions advertised to work miracles. Training programs are sometimes purchased and implemented in days without wasting time and money on analysis and planning. Information Experts views this action, however, as the biggest waste of all.

Training is an investment. You would not invest in a stock without first researching the company’s history and performance. Why then would you purchase a training program without first assessing the needs and performance issues of your audience? It’s true… many training programs fail because the wrong programs have been put in place. Information Experts always recommends an analysis—ensuring that all training solutions target very specific needs.

Launching

It’s a story repeated time and again. Countless dollars spent on training programs that only a handful of learners take advantage of. The result is usually a much smaller training budget the following fiscal year and employees who miss out on opportunities for professional and personal growth. Even with careful planning… and with programs that directly meet the needs of a target audience… success is not guaranteed. When a new restaurant opens, its owners do not cook meals and simply wait for hungry passersby to drop in. Weeks before its opening, they launch a campaign—including commercials, flyers, menus, coupons, specials, and more. They build awareness and motivate people to visit and hopefully become lifelong customers. A training program is no different! Your targeted audience will not become lifelong learners unless they are provided the information needed to prompt them to action… benefits, how to access the training, testimonials from previous learners, incentives for participation, links to job duties or performance, and so on. Information Experts incorporates awareness plans with training solutions of various scope and complexity.

Measuring

Somewhere right now—in a cramped office littered with spreadsheets, charts and graphs—is a training manager collecting completion rates and scores for recently-launched training programs. Maybe… with a little luck… completion rates will be high enough to justify the program’s expense and ensure another year of learning opportunities. As the training manager hunches over the keyboard, a large plaque is visible on the wall. It reads “Our mission: To provide a world-class quality product through unparalleled customer service.” Why then, is so much effort spent collecting and worrying about completion rates? How in the world do completion rates tie into the company’s mission? The answer is simple. They do not.

Research shows that completion rates have little correlation to the extent which learners modify their behaviors. Yet, isn’t this the real goal of any training program? To modify a person’s behavior—enabling the learner to do something new, or to do something familiar better or faster? Measurement—to be effective and accurate—must focus on on-the-job behaviors before and after a training program. Fast learners may not complete a program, but may quickly return to the job and begin implementing desired behaviors. Others may complete a program to satisfy a mandate but regress directly back to old behaviors. Information Experts takes measurement seriously—involving supervisors and managers and empowering them to actively participate in monitoring, coaching and data collection. When the focus shifts from completion to performance, everybody wins.

Retaining

Regardless of the details surrounding your learning solution, chances are your goal extends beyond a one-time visit from each learner. You may have multiple objectives—each with its own unique instructional content. Retaining learners is critical. Learners may need to come back to training again and again over a period of time in order to master a set of skills or to fully integrate new skills/knowledge with their daily routines. How do you retain learners’ involvement over time?

This challenge is best met through addressing a series of circumstances that will support the view of training as on ongoing phenomenon rather than a solitary event. Learners often give up due to feelings of isolation—more prevalent in asynchronous (e-learning) experiences. They also give up if they are unable to view the accomplishment of learning objectives as steps to self-improvement. Thirdly, time constraints, technical difficulties and other conflicts may keep learners from coming back for more.

To mitigate these risks, incorporate features and programs that help to establish a learning community. Threaded discussions, study groups, “ask an expert” options, Frequently Asked Question (FAQ) lists and other elements can support collaboration and reduce feelings of isolation. Present objectives clearly and concisely early on, so learners will know exactly how the experience will support their personal or professional growth. Plan around learners’ schedules when possible—allowing for on-the-job training time or credit for time spent in training away from work. Also prepare to quickly solve technical glitches should they occur. These and other preparations can keep learners coming back time and again.

Maintaining

Content will often change and evolve as quickly as learning materials can be created to support it. The degree to which learning content is accurate and up-to-date is directly related to the degree to which desired outcomes are achieved. If your content will change on a routine basis, a maintenance plan should be established well before the initial training launch.

Learners who have already experienced the training once will need to only access new content, while new learners will require the entire experience. E-learning supports maintenance more than classroom or live delivery due to the fact that training materials can be updated in one location and instantly available to all. Volatility of content should be considered before choosing a delivery medium. Implementing a plan that includes communication of changes, updates of the training materials and additional launches of revised materials will ensure that your training solution remain cost-effective and instructionally-sound.

Conclusion

Know that these challenges exist and plan your training endeavors so that they may be overcome. Launch training the same way that you would launch any other endeavor in which you are moving people to action. Accurately measure the success at the learner level and do everything you can to retain learners throughout the experience. And finally, maintain your hard work and investment by staying hot on the heels of changes or revisions to the learning content. This holistic, integrated approach to training will support the longevity of the learning experience time and again.

Dave Derr is Director of Training Services at Information Experts.