A Few Lessons Learned from an LMS Implementation (or what I would do differently)

Well it's been a few months now since I rolled out our LMS at our organization and FORCED (at least that's what the staff think) the staff to complete 6 mandatory course.  I humbly admit that I failed in a few aspects of this roll out.  I wouldn't say my initial plan was at fault, more so my follow up when the masses did finally start to use the system.

One step I would do in another was would be to send more progress reports out weekly (for this initial launch) to the management team on how users are completing the mandatory course task.  [The system was live for 6 months with basic classroom registration, then 6 mandatory courses were launched hospital wide.]  Had they known more frequently the progress we may have had more compliance early on.  I think this would have eliminated some of the confusion and "broken-telephone" conversations about the material that spread throughout the organization.  I think it may have also eliminated much of the trouble shooting I had to do as everyone tried to login at once, however this did find some fatal flaws the system had as well.

I would also increase tutoring sessions (what we call "lunch and learns") to assist those new to this format of learning and would spread them out not only to occur at the start of the launch, but also in the middle of the "mandatory package" time frame.  Even more importantly having a few sessions at the end when everyone was scrambling to complete the courses.  It seems to completely slip my mind that the late adopters that would login and try to do the courses were also those that needed the most help in learning how to use and navigate the system.  

This was our first true year of having staff use the LMS for mandatory training.  The management team didn't start to make sure their staff had done the courses until after the 4 month deadline and once staff did start going in more frustrations from those that are less computer savvy emerged.  I had, at this point, moved on from the "implementation/orientation" phase of the LMS and had lost my own interest and sympathy in training staff that didn't bother to "come out" to learn about the new system during the initial rollout.  I'd advise others that are starting out in implementing their systems to prepare themselves that when they are keen to rollout the new system, it may be months before the staff of your organization is ready to listen to you.  Finding that enthusiasm in yourself (again) to go out there and be as energized, enthusiastic, and willing to show it off the system are as key the first day for the early adopters as it is when the others come to you knowing they too must figure out how to use the system.

How do you encourage new and scared users to elearning?

I had a staff member come in yesterday almost in tears to my office so upset and scared about having to do training online this year for our annual core curriculum.  This particular person is a friend of mine so I sat her down in my desk and slowly started walking her through all the steps piece by piece.  I said as much as I could to encourage her.  Let her know her frustrations weren't only hers and that others new to this process where finding it challenging as well.  She thought because it was taking her a long time to do that she must be doing something wrong.  So more words of encouragement that everyone will do this at a different pace seemed to help some as well.

An enormous discouragement to her was that if she couldn't get it done all at once she would lose all the work she had started in the elearning courses.  So misinformation from other users was scaring her and increasing her apprehension as well.  Once I showed her how she could go in and out as many times as she wanted to and still pick up where she left off, she was more relieved, but still some how skeptical.  She still seemed to believe her colleague over me, the so called expert.  I also made sure to show her how she could navigate back and forth and all through the course at her own will.  I explained how the course was still very "open booked" and that she could look at a quiz question and then refer back to the material any time.

When I left work yesterday she seemed to be working along at the course comfortably, but I will be extremely interested to hear her opinion today of the process and whether she is still as intimidated as yesterday.

I'm curious how you help and guide others that are scared to begin using elearning?  Any thoughts or ideas?  Please share.