The Impact of Web-Based Tutorials in One Corporation's Transition to a Blended Learning Environment The Impact of Web-Based Tutorials in One Corporation's Transition to a Blended Learning Environment

by Boyd, Michelle Anne

ELM Resources, a not-for-profit, mutual-benefit corporation, provides web-based transmission and data translation services for student loan data between loan providers and schools/universities. This corporation has a relatively new training staff of five to seven employees and over 1,800 client organizations. Because of the heavy demands placed on the training staff, ELM training administrators sought alternatives to their current training program of onsite training and web conferencing. Blended learning was identified as one possible solution. In this project, blended learning is defined as using a combination of face-to-face training and technology-delivered training. By adding web-based, on-demand tutorials, along with other training media, ELM hoped to increase access to training while keeping costs low. This project explores the impact of these tutorials on ELM and its clients. Reported are an interview with the Director of Training and several surveys distributed to school staff, lenders, and ELM training specialists. A critique of the project addresses the need for future research to collect performance data.

Evaluation results indicate that the changes to the training program have established a positive relationship between ELM and its clients, and have given ELM a definite competitive edge. The advantages especially noted in the evaluation results include the usefulness of the tutorials as both a reinforcement of previous training and a self-testing tool, their brief and highly visual format which teaches one process at a time, and the convenience in accessing and using the tutorials. Disadvantages include the tutorial’s inherent impersonal nature, the loss of the ability to ask questions, and lack of optional narration. This paper discusses unanticipated benefits to the trainers, such as the use of the tutorials within face-to-face training sessions, and to other ELM staff members, including Help Desk personnel. The decrease in training-related Help Desk calls after the introduction of the training changes suggests a positive impact on learning.