Transitioning to e-Learning: A User Readiness Study

Presented by Joanne ProchnowMay 17, 2006

“Implementation of e-learning is much bigger than a technology project. It is really an organizational change for the company and may be a personal change for the individual learners.”

- Elliott Masie, an internationally recognized futurist, analyst, researcher on the topics of technology, business, learning and workplace productivity.

The Situation Metris Companies,

Inc. Credit card company 6 national locations 2000 employees Directed learning 2003 implement e-

learning August 2005

acquisition announced

HSBC Bank NA Financial company Global 55,000+ employees Self-directed

learning December 2005

acquired Metris

Therefore my research question is…

Are Metris Call Center employees attitudinally and technically ready to participate in e-learning?

Methodology

Total Population: 991 active Collectors and Customer Service Representatives at four call center locations

Online, 29 question survey Learning preferences Computer skills Previous experience Demographics

Results

379 responded: 38% response rate Respondent Characteristics:

47% Customer Service Representatives 33% Collectors 48% Orlando 27% Tulsa 16% Duluth 8% White Marsh

What self-paced learning methods have you participated in?

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Paper Video CBT WBT None

Margin of Error = 5.1%

What method of learning do you prefer?

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%

Instructor Led Mentor/ Coach e-learning Print Videos

Margin of Error = 5.1%

Technology Experience

87% feel comfortable or very comfortable using computers and the Internet

79% use computers at least once a week outside of work

62% have been using the Internet seven or more years

Margin of Error = 5.1%

Previous e-Learning Experience

32% are aware of it but haven’t used it

16% have never heard of e-learning

Margin of Error = 5.1%

How favorable is your opinion of e-learning?

Excellent12%

Very Good30%

Good25%

Poor3%

Not Sure30%

Margin of Error = 5.1%

How interested are you in participating in an e-learning course?

Overall Interest

Interested68%

No Opinion20%

Uninterested12%

0%

20%

40%

60%

Collections CustomerService

0%20%40%60%80%

Dulut

h

Orland

o

Tulsa

Whi

te M

arsh

Uninterested

Interested

Are Metris Call Center employees attitudinally and technically ready to participate in e-learning?

YES

The answer to the research question is:

HSBC can make the transition to e-learning a success by…

Promoting the benefits of e-learning

Starting with a blended approach

“Implementation of e-learning is much bigger than a technology project. It is really an organizational change for the company and may be a personal change for the individual learners.”

- Elliott Masie

Questions?