RE: e-Learning strategy question

[Sanjay Srikonda <SSrikonda -at- invlink -dot- com>]

I am forced to ask this question, if you have limited resources in all the
areas relevant to do the work, how can you have someone who is "Director of
Documentation" who doesn't know how to do the research to find out this
information.  Sounds to me like you're looking for someone else to point you
in the direction of your research.  ROI is a very difficult thing for most
companies to point out when they cite documentation.  Although happily, the
trend is changing in a lot of places, the larger the place, the more
"enlightened" I'm finding they are in terms of taking into account the true
meaning of documentation in their overall project plan.

1. What are you existing resources, do you have limited ones more in one
area than another?
2. Do you have a product that is already requiring "tech support"?
3. Do you have any feedback from clients as to what THEY want?  A lot of
times a company will do what they perceive the client wants instead of
asking the client what they want.

But, that's my .02.

<snip>
Hi Techwhirlers,

Strategic question here.

I work for a financial online/software company. We're in the process of
developing Web-Based Training (WBT) for our clients. So far we've stuck to
creating lessons on 'the basics' (essentially, the point-and-click stuff in
our software).  However, now that that's done, we're not sure if we should:
(a) go for more depth across the basic subjects;
(b) try our hands at creating modules for the hard-core,
super-duper-powerful, customizable aspect of our software (which involves
learning a simple query language, writing code in it, & dealing with all
the scenarios and what-ifs that come with its infinite customization
possibilities.)

We do have a first-class help desk, so this is not an immediate do-or-die
question. However, we have limited resources  in Documentation (which
produces the tutorials), Training (which runs first-rate instructor-led
training sessions that unfortunately don't reach enough users at once), and
Tech Support (which answers questions from users far and wide). In an ideal
world we'd have enough resources to 'do it all,' but we want to spend our
existing resources in the best way possible.

Is there any research available on the return-on-investment for creating
WBT on simple vs. advanced subjects?  OR, is there any anecdotal evidence
from Techwhrl-ers who've encountered this type of situation?
</snip>

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