Transitioning to e-Learning: A User Readiness Study Presented by Joanne Prochnow May 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? Margin of Error = 5.1%

What method of learning do you prefer? 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? Margin of Error = 5.1%

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

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?