Module

Instr. Revenlie G. Galapin

6
 E-LEARNING AND USE OF TECHNOLOGY IN TRAINING
Objectives
After reading and discussing this chapter, students should be able to:

1. Explain how new technologies are influencing training.

2. Discuss potential advantages and disadvantages of multimedia training.
3. Evaluate a Web-based training site.
4. Explain how learning and transfer of training are enhanced by using new training technologies.
5. Explain the strengths and limitations of e-learning, mobile technology training methods (such as
iPods), and simulations.
6. Describe to a manager the various types of distance learning.
7. Recommend what should be included in an electronic performance support system.
8. Compare and contrast the strengths and weaknesses of traditional training methods with those of
technology-based training methods.
9. Identify and explain the benefits of learning management systems.

I. Introduction
A. Technology is having a major impact on the delivery of training programs.
B. Needs assessment, design, transfer, and evaluation (training design) are critical components of
the effective use of training technology.
C. Although technologies such as MP3 players, iPods, and virtual reality provide exciting
capabilities and possibilities, it is critical that companies use training technologies that
support the business and learner needs.

II. Technology’s Influence On Training And Learning

A. New technologies impact the delivery of training, the administration of training, and training
support.

1. Technology is making it possible for:

a. employees to gain complete control over when and where they receive training.
b. employees to access knowledge and expert systems as needed.
c. use of avatars, virtual reality, and simulations enable the learning environment
resemble the work environment.
d. employees to select the type of media from which they want to learn.
e. the administration of training to be conducted electronically.
f. close monitoring of employee accomplishment during training.
g. traditional training methods to be delivered to trainees instead of using a central
training location.
2. Digital collaboration refers to the use of technology to enhance and extend employees’
abilities to work together regardless of their geographic proximity. Digital collaboration
can be either synchronous or asynchronous.
a. Synchronous communication refers to trainers, experts, and learners interacting with
each other live and in real time in the same way they would in face-to-face classroom
instruction.
b. Asynchronous communication refers to non-real time interactions. That is, persons
are not online and cannot communicate with each other without a time delay, but
learners can still access information resources when they desire them.
B. The Internet is primarily responsible for creating our revolution in learning.
1. Internet technology has permitted the development of electronic networks that integrate
voice, video, and data connections among learners, instructors, and experts.
 2. Technology has allowed learning to become a more dynamic process. Learning occurs
primarily through:
a. communicating with other learners.
b. working on virtual team projects.
c. participating in games.
d. listening.
e. exchanging ideas.
f. interacting with experts.
g. discovering ideas and applications using hyperlinks that take the learner to other Web
sites.
h. experts and resource materials.
3. Technology has enabled training to be delivered to different geographical locations, to
accompany trainees wherever they are at work or at home (mobile technology), and to be
completed online using a personal computer.
4. Web-based training and e-learning support virtual reality, animation, interactions,
communications among trainees, and real-time audio and video.
5. There are six levels of Internet-based training (in order of ascending complexity):
a. communications.
b. on-line referencing.
c. testing assessment.
d. delivery of computer-based training and multimedia and mobile technology.
e. online learning and blended learning simulations.
f. expert systems and electronic performance support systems.

III. Technology And Multimedia

A. Multimedia training is a training delivery method that combines audiovisual and computer-
based training methods; it integrates text, graphics, animation, audio and video to allow the
trainee to interact with the content.
B. Multimedia training is used most often for software and basic computer skills training.
C. Advantages include motivating employees to learn; providing immediate feedback and on-line
help; testing employees’ level of mastery; and allowing employees to learn at their own pace.
D. Disadvantages include the high cost (which could be recovered in savings over time) and the
difficulty in using it for “soft” or interpersonal-type skills.

IV. Computer-Based Training

A. Computer-based training (CBT) is an interactive method of delivery, including interactive
video, CD-ROM and others, in which the computer provides learning stimuli, the learner
must respond, and the computer then assesses the responses and provides feedback to the
learner.

1. The most common form of CBT is software on a floppy disk that runs on a personal
computer; however, this has become more sophisticated with the development of laser
disks, DVDs, and CD-ROMs and the increasing use of the Internet.
B. CD-ROMs and DVDs use a laser to read text, graphics, audio, and video from an aluminum
disc on a personal computer; laser discs can be used alone as the method of delivery or in
conjunction with other methods. A laser disc uses laser to provide high-quality video and
sound.
C. Interactive video combines the advantages of video and computer-based learning (typically
on CD-ROM) to teach technical procedures as well as interpersonal skills. Training material
is presented one-on-one to trainees via monitors connected to keyboards; trainees interact
with the program by using the keyboard or touching the monitor.
1. Employees can control what sections of the training program they view; they can skip
around and can review material as needed. Immediate feedback is built into the system
and the material is accessible at all times.
 2. The development of the program and the equipment needed are expensive, but the cost
should be offset by savings in the long run.

D. Online Learning: The Internet, Web-Based Training, E-Learning, and Learning Portals
1. The Internet is a fast and inexpensive means of sending and receiving communications
worldwide, and an excellent source of information on a vast number of topics.
a. The World Wide Web (WWW) is a service on the Internet that can be explored via
browser software.
2. E-learning or online learning refers to the instruction and delivery of training by
computer online through the Internet or the Web. E-learning includes Web-based
training, distance learning, and virtual classrooms; it may involve a CD-ROM. There are
three important characteristics of e-learning.
a. It involves electronic networks that enable information and instruction to be delivered,
shared, and updated instantly.
b. It is delivered to the trainee using computers with Internet technology.
c. It focuses on learning solutions that go beyond traditional training. E-learning goes
beyond training to include the delivery of information and tools that improve
performance. The advantages of e-learning are shown in Table 8.3 p. 307. Some
advantages of e-learning include: it is accessible at any time and place, updating is
easy, learning is enhanced through multiple media, paperwork can be eliminated, and
it can link learners to other content, experts, and peers.
d. Internet or Web-based training refers to training delivered via public or private
computer networks and displayed by a Web browser. Intranet-based training is
delivered via the company’s own computer network.
e. Several features can be built into online learning (see Figure 8.3, p. 307), which
include collaboration and sharing, content, links to resources, learner control,
delivery, and administration.
f. Factors Limiting the use of E-Learning include:

1.) cost.
2.) lack of motivation among employees to learn online.
3.) lack of management buy-in.
4.) lack of employee internet access.
5.) lack of proof concerning return on investment.
6.) lack of high-quality content.

V. Developing Effective Online Learning

A. Tips for developing effective online learning include needs assessment, design and method, and
evaluation.
B. The needs assessment process for Web-based training or any other type of online learning
should include a technology assessment and an assessment of the skills that users need for
online training. Needs assessment also includes getting management to support online
learning.
C. When designing Web training, the principles of learning need to be applied. Repurposing
refers to directly translating an instructor-led face-to-face training program to an online
format. Online learning that involves merely repurposing an ineffective training program will
still result in ineffective training.
1. The best e-learning uses the advantages of the Internet in combination with the principles
of a good learning environment. Effective online learning takes advantage of the Web’s
dynamic nature and ability to use many positive learning features including linking to
other training sites and content through the use of hyperlinks, providing learner control,
and allowing the trainee to collaborate with other learners.
 2. Materials in online learning need to be organized in small, meaningful modules of
information to avoid any confusion to the learner. The modules should be connected in a
way that encourages the learner to be actively involved in learning.

3. One of the Web’s major potential advantages is that it gives learners control. Learner
control refers to the ability for trainees to actively learn though self-pacing, exercises,
exploring links to other material, and conversations with other trainees and experts.
4. Research provides several recommendations for maximizing the benefits of learner
control.
a. Training programs should not allow trainees to control the amount of feedback they
receive.
b. The program should offer practice on each topic repeatedly.
c. The program should provide practice to trainees using different examples to help
transfer of training content to commonly encountered and unexpected situations.
d. Trainees should be allowed to control the sequence in which they receive instruction
but not be able to skip practice.
5. Companies need to ensure that:
a. employees are given time and space for e-learning to occur.
b. employees understand why they should attend e-learning and the benefits they will
receive.
c. accurate communications about the content and types of learning activities in e-
learning courses are provided to employees.
6. Managers need to give employees time in their schedules, and employees need to schedule
“training time” to complete training and avoid interruptions that can interfere with
learning.
7. Using formative evaluation of prototypes of Web training can be helpful in identifying the
appropriate length and time of modules. End users should be involved in a formative
evaluation.
D. In technology for collaboration and linking, technology limitations and preferences need to be
taken into account.
1. Web-based training must be designed for the bandwidth that is available. Bandwidth
refers to the number of bytes and bits (information) that can travel between computers
per second. It can be increased by upgrading access speed on the users’ computers,
buying and installing faster servers and switches on the company’s network, or
encouraging trainees to access the Web when demand is not high.
2. Online learning should also try to build in interactivity without requiring the use of plug-
ins. Plug-ins refer to additional software that needs to be loaded on the computer to listen
to sound or watch video. Plug-ins can be expensive and affect how the computer
processes tasks.
3. Hyperlinks are links that allow a trainee to access other Web sites that include printed
materials as well as communications links to experts, trainers, and other learners.
4. Collaboration can involve an exchange among two or more trainees or among the trainer
or other experts.
5. Effective online learning connects trainees and facilitates interaction and sharing. Online
learning also should provide a link between the trainees and the “instructor”. Trainees
need to be provided incentives to complete online learning.

6. Learning portals are Web sites or online learning centers that provide, via e-commerce
transactions, access to training courses, services, and online learning communities from
many sources. Learning portals can:
a. be a one-stop shopping for a variety of training programs.
b. provide access to online classes.
c. offer services to track employees’ enrollment and progress in training programs.
 d. provide mentors who can tutor students as well as discussion groups where students
can communicate with each other.

VI. Blended Learning

A. Blended learning combines online learning, face-to-face instruction, and other methods for
distributing learning content and instruction.
B. Blended learning courses provide learners with the positive features of both face-to-face
instruction and technology-based delivery and instructional methods while minimizing the
negative features of each.
C. In comparison to other methods, blended learning:
1. provides increased learner control.
2. allows for self-directedness.
3. requires learners to take more responsibility for their learning—all factors.
4. provides more face-to-face social interaction.
5. ensures that the instruction is presented in a dedicated learning environment.
6. has provided more motivation for trainees to learn and for teaching declarative knowledge
or information about ideas or topics.

VII. Simulations
Though simulators were introduced as a traditional training method in Module 7, development in
software and computer technology has improved the learning and transfer that can result from
simulators.
A. Avatars are computer depictions of humans that are used as imaginary coaches, coworkers,
and customers in simulations. Typically, trainees can see the avatar, which appears
throughout the training course.
B. Advantages of simulations:
1. Eliminates the need to travel to a central training location.
2. Meaningful and get trainees involved in learning.
3. Emotionally engaging, increasing employees’ willingness to practice, encourages
retention, and improves their skills.
4. Provide a consistent message of what needs to be learned
5. Can safely put employees in situations that would be dangerous in the real world.
6. Have been found to result in such positive outcomes as shorter training times and
increased return on investment.
C. Disadvantages of simulations:
1. Limited use due to their development costs.
2. Trainees may not be comfortable in learning situations that have no human contact.

D. Virtual Reality is computer-based technology that provides trainees with a three-dimensional

learning experience, moving through and interacting with a simulated environment.
1. Multiple senses of the trainee are stimulated to create the sensation of presence, or the
perception of actually being in a particular environment. Presence is influenced by the
amount of sensory stimulation, control over the sensors in the environment, and the
trainees’ ability to alter the artificial environment.
2. Advantages of virtual reality: a. It allows the trainee to practice dangerous tasks
without putting oneself or others in danger.
b. The use of such a realistic environment in training may make more memory available
for learning.

3. Disadvantages include the reliance on good equipment for the appropriate level of
presence. Poor presence (e.g., poor tactile feedback and long time lags between sensing
and responding to trainees’ actions) can be annoying and can even make the trainee feel
 ill, e.g., vomiting, dizziness, and headaches (“simulator sickness”) due to the distortion of
senses.

E. Virtual World (i.e. Second Life) is a computer-based, simulated online virtual world that
includes a three-dimensional representation of the real world and a place to host learning
programs or experiences. 1. In Second Life, trainees use an avatar to interact with each other
in classrooms, “webinars” (Web-based seminars), simulations, or role-play exercises.
2. Advantages of virtual world:

a. It allows the trainee to practice dangerous tasks without putting one or others in
danger and at the same time sees the real-life consequences of their actions and
decisions.
b. It also provides a place to meet with trainers, managers, or other employees who
can serve as teachers.
c. Virtual worlds also can be useful for teaching interpersonal skills, conducting
teamwork exercises and group problem solving.
d. It motivates learners by making learning fun and interactive.
e. It is an especially effective way for employees who are not in the same location or
country to have access to training. 3. Disadvantages of virtual world: a. Lack of ease
of use for first-time users; the potential risk of a difficult keyboard and mouse
interface, which can demotivate learners.
b. The high investment of time and money required for the programming content.
c. The novelty of experiences in a three-dimensional virtual world such as Second
Life and the appearance of the avatars may help trainees recall the experience, but
they may also interfere with retention and transfer of the training content to the
job.

VIII. Mobile Technology and Training Methods: IPODS, PDAS

Mobile technology allows learning to occur anywhere at anytime. Mobile technology consists
of: wireless transmission systems, mobile devices, and software applications.
A. Wireless transmission systems such as Wi-Fi and Bluetooth that allow transmission of data
without the need for physical connections between devices or between a device and an
Internet connection.
B. Mobile devices include personal digital assistants (PDAs), MP3 players, portable computers,
iPods, global positioning system (GPS) devices, and radio frequency identification chips
(RFID).GPS and RFID devices are used for tracking customers, employees, and property.
PDAs, MP3 players, portable computers, and iPods are just starting to be used for training,
for needs analysis, or as job aids that employees can access on an as-needed basis.
1. Benefits of the iPod programs are:
a. Increased employee enthusiasm for learning.
b. Willingness by employees to take on new roles and broader job responsibilities.
c. Time savings over traditional learning methods.
d. Greater flexibility for employees to learn at their own price while they travel.

2. Challenges of using mobile technology for learning include:

a. Ensuring that employees know when and how to take advantage of the technology.
b. Encouraging communication, collaboration, and interaction with other employees in
communities of practice.
c. Ensuring that employees can connect to a variety of networks no matter their location
or mobile device.
 d. Also, simply repurposing lectures by digitizing them and distributing them to
employees will not facilitate learning.
C. Software applications related to processing audio files, word processing, spreadsheets,
Internet, e-mail, and instant messaging.

IX. Intelligent Tutoring Systems

A. Intelligent Tutoring Systems (ITSs) are instructional programs that use artificial
intelligence.
1. There are 3 types ITSs:
a. Tutoring is a structured approach to increasing trainee understanding of a content
domain.
b. Coaching provides trainees with the flexibility to practice skills in an artificial
environment.
c. Empowering is enabling the student to freely explore the content of the training
program.
2. The five components of ITS are:
a. Domain expert: providing information about how to perform a task.
b. Trainee model: providing information about trainee’s knowledge.
c. User interface: trainee interacts with the system.
d. Training session manager: interpreting trainees’ actions, reporting the results and
providing coaching.
e. Trainee scenario generator: determining difficulty and order in which problems are
presented to trainee.
3. ITS is unique from other new training technologies because:
a. ITS can match instruction to individual student needs.
b. ITS can communicate with and respond to learners.
c. ITS can model the trainee’s learning process.
d. ITS can decide, based on the trainee’s previous performance, what information to
provide him/her.
e. ITS can make decisions about the trainee’s level of understanding.
f. ITS can complete a self-assessment resulting in a modification of its teaching process.

X. Distance Learning
A. Distance learning allows two-way communication between geographically dispersed people
through two types of technology:
1. Teleconferencing refers to synchronous exchange of audio, video and/or text between two
or more individuals or groups at two or more locations. Trainees attend training programs
in training facilities in which they can communicate with trainers (who are at another
location) and other trainees using the telephone or personal computer.
2. The other type involves individualized, personal-computer-based training with trainees
participating wherever they have access to a computer. This may utilize multimedia
methods such as Web-based training.
B. Interactive Distance Learning (IDL) refers to the latest generation of distance learning,
which uses satellite technology to broadcast programs to different locations and allows
trainees to respond to questions posed during the training program using a keypad. IDL
allows employees in different locations, who lack computers or online access, to see
behaviors and how to get things done rather than just read or hear about them.
C. Webcasting involves classroom instructions that are provided online through live broadcasts.
D. Advantages of distance learning include that the company saves on travel costs because all
trainees don’t have to be in one location to receive quality training.
E. Disadvantages include the relatively low level of interaction between the trainer and trainees
and among trainees at different locations.
XI. Technologies for Training Support
A. Training support refers to new technologies providing information and decision rules to
employees as needed (i.e., job aids) and providing the training content to individuals who
may not have attended the training and supporting materials to both trainees and nontrainees.
B. Training support technologies are most needed.
1. Performance of a task is infrequent.
2. The task is time-consuming, difficult and information-intensive.
3. The consequences of error are severe.
4. Effective performance relies on information and procedures that frequently change.

5. Employee turnover is high.

6. There is little time and few resources available for training.
7. Employees are expected to take responsibility for learning and performing tasks.
C. Expert systems refer to technology (i.e., software) that organizes and applies knowledge of
experts to specific problems; they support training, but can be used as a main delivery
method. They have three elements:
1. A knowledge base that includes facts, figures, and rules about the specific subject.
2. A decision-making capability that, like an expert’s reasoning ability, draws conclusions
from those facts and figures to solve problems and answer questions.
3. A user interface that gathers and gives information to the individual using the system.
Expert systems can provide high quality instruction at relatively low costs; they allow many
learners to arrive at decisions that reflect experts’ knowledge; and they can minimize the
errors related to fatigue and decision biases.
D. Groupware (electronic meeting software) is a type of software that allows multiple users to
track, share, and organize information and to work on the same project or document
simultaneously (e.g., Lotus Notes).
E. Electronic performance support systems (EPSS) is an electronic infrastructure that
captures, stores, and distributes individual and corporate knowledge assets throughout an
organization to enable individuals to achieve required levels of performance in the fastest
possible time and with a minimum of support from other people. EPSS can be used in the
delivery of training but can also be used in place of training.

XII. Technologies for Training Administration (i.e., record keeping; employee enrollment in
programs and courses; testing and certification) make it easier to track training information as well as
to access training information to be used in decision making.
A. Interactive voice technology uses a conventional computer to create an automated phone
response system. It is useful for benefits administration as well as enrolling in training
programs or speaking to a Human Resource representative.
B. Imaging involves scanning documents, storing them electronically, and retrieving them. It is
useful for scanning and storing training records into databases for future reference.
C. Training software applications have been used largely to track information related to the
administration of training, including trainee data on training courses completed, certified
skills and educational experience, training program data on facilities, trainer availability,
costs and salaries. Skill inventories quickly allow managers to determine who needs training
and who is qualified for various jobs. Software applications can be useful for decision
making.
D. Authoring tools can also be useful for developing online learning programs. Authoring tools
can be used to create presentations, surveys, quizzes, animation, and graphics and to provide
sound, video, and text for online learning.

XIII. Learning Management Systems (LMSs): Systems for Training Delivery, Support, and
Administration
A. A learning management system (LMS) is a technology platform that can be used to automate
the administration, development, and delivery of all of a company’s training programs.
B. LMSs can provide employees, managers, and trainers with the ability to manage, deliver, and
track learning activities.
C. Reasons LMSs are becoming more popular:
1. Reduction in travel and other costs related to training.
2. Reduction in time for program completion.
3. Increase in employees’ accessibility to training across the business.
4. Provision of administrative capabilities to track program completion and course enrollments.
D. Tracking the learning activity in a business is important for human capital management. Human
capital management integrates training with all aspects of the human resource function to determine
how training dollars are spent and how training expenses translate into business dollars for the
company.
E. Reasons that companies adopt an LMS are:
1. centralize management of learning activities
2. track regulatory compliance.
3. measure training usage.
4. measure employee performance.
F. Thirty-eight percent of companies report integrating an LMS with human resource information
systems. LMSs are also important for companies to be able to track the number of employees who
have completed courses that they need to meet state, federal, or professional regulations (compliance
training).
G. An LMS can help companies understand the strengths and weaknesses of their employees,
including where talent gaps exist. It can be linked to other human resource systems to identify
learning opportunities for employees to strengthen their performance weaknesses.
H. To maximize its effectiveness, an LMS should be integrated with human resource systems. The
interfaces between the systems will provide basic employee information such as business unit,
geographic location, and job title. Information about which courses employees have completed
should also be stored in the LMS.
I. To develop an LMS for the Internal Revenue Service (IRS), a group known as Strategic Human
Resources, which is responsible for establishing human resource policy across the IRS, has
developed a partnership with IRS business units and technology staff. The LMS developed by the
Strategic Human Resources unit is being implemented in three phases.

XIV. Choosing New Technology Training Methods

A. Among the trends in the table is the notion that these newer methodologies require
considerable investment up front in the development phase. The equipment can be costly too,
but costs for administration of such programs are relatively low.
B. New technology training methods should be used under the following conditions:
1. There are adequate resources to develop and use new technology.
2. Trainees are geographically dispersed and travel costs to a single training site would be
high.
3. Trainees are comfortable using new technology, including personal computers and
software, the Web, and CD-ROMs.
4. Use of the new technology is part of the company’s business strategy and it is being used
in other processes in the company.
5. Employees would have a difficult time attending scheduled training programs.
6. Current training methods allow only limited time for practice, feedback, and assessment.
7. Use of new technology fits into the organizational culture or business strategy.