Customers First
My role as Training Manager with Minorplanet Systems plc involves delivering the best possible training service to our customers for our web based fleet vehicle tracking and management system, VMIgreenlight.

The system is modular and can be used quite simply to track the current positions of fleet vehicles at any point in time, through to carrying out of indepth analysis and reporting of fleet utilisation, fuel usage, driver behaviour, CO2 emmissions..... In addition customer can keep servicing and maintenance records with timely alerting and use a variety of sensor add-ons to let them know what is happening with their fleet.

Training, up until 14 months ago, was delivered on-site. Given a basic training time of no more than 1.5 hours for most customers the cost of this was disproportionate in terms of travel time and associated expenses. A trainer might driver for 2-3 hours to deliver a session and then the same to get home: 1 day to deliver 1.5 hours of training.

With Webex Training Centre up to 4 sessions can be delivered in a day by one trainer - a vast improvement. We have a clear responsibility, as the owners of a vehicle fleet ourselves, to think about environmental issues in all that we do - and interactive online training ensures that we have not just reduced, but have completely removed a huge chunk of carbon emmissions spend from our operation.

So, that's how it benefits the business - what does it do for the learners? Here there are lots of benefits. The main ones are listed below.

1. Users can book training in at a time to suit themselves. If their quiet period is after 4.30pm, that's when we deliver training.
   
2. Training can be chunked to as little as 30 minute slots to fit in with a busy day - and to allow learners to absorb information in bite-sized chunks instead of having them 'cram' in a one shot session.


3. Sessions can be recorded, and a link sent to the learners, so that they can recap at any time.


4. The recordings can be used to assess trainer competency and ensure that any delivery style issues are addressed to continuously improve the standard of training.


5. Customers know that they can contact us at any time to recap online if they have questions.


6. If learners are based in different locations, they can still join the same session direct from their desktop, without the need for travel by anyone.

This is all backed up by full online help and e-learning lessons using flash demonstrations and example procedures.

We have just started to offer customers 'follow' links for social networking as well - so that they can keep in touch with us and each other informally to share thoughts, ideas and tips.

And the good news is: this is all available on the web with minimal expense to the business and therefore our customers. Win-win!

How things change

Up until 18 months ago the delivery of training hadn't changed much since I started my career (1979 .... aagghh.). Then technology tools came into their own.

During the recent past I've been able to investigate and take advantage of a raft of new delivery methods: e-learning for self-service learners, interactive web training, webinars... and now social networking: quick informative tweets, LinkedIn knowledge sharing, Facebook, MSN, Skype... all have a part to play.

It used to be that you sat down with a learner and planned a set of classroom sessions backed up by a personal development plan which was then reviewed to drive the next stage. This was in part learner centred but very much driven by the content the trainer put together.

Nowadays the learner is firmly in control, asking questions and filling random knowledge gaps in 10 second bites.

How do you keep track of all of this? How do you know what people are learning when knowledge sources are so widely spread and, well, so uncontrolled?

The answer strictly speaking is that really you can't. If you tried you would burn out before even starting. This causes a lot of headaches and, quite frankly, a lot of fear on the part of the training professional - it's hard to give up control. A new attitude is required if you are to be of any use to learners at all. What is this new attitude?

• Read up on Zen. Go with the flow and keep calm.
• Dump the ego. The learner is in charge and you are there to satisfy their needs. If you are egocentric and arrogant about your 'superior' knowledge nobody will come to you.
• Market yourself through words and deeds as a dependable source of help and advice - learn to coach and guide on demand whether it's face-to-face, via electronic means or by example.
• Learn the new tools of the trade and use them yourself: go to every webinar you can, join the mail lists and get involved in the online community AS A LEARNER.

How does this pan out? More later.