Customer E-Learning

Candidate: Robert MacKie
Type: Master of Arts (MA), School of Interactive Arts and Technology
Date: April 5, 2006
Senior Supervisor: Dr. John Nesbit
Thesis: Download Thesis Document

Abstract

E-Learning is growing and being adopted by companies to train employees and customers. Customers in business to business relationships are increasingly being informed about products by company web sites rather than print materials. Technologies exist to allow web sites to incorporate aspects of collaborative learning, learner centric learning, just-in-time learning and problem based learning to be incorporated in business to business web sites for customer use. The question is whether instructional design can contribute to the effectiveness of product information web sites intended for business-to-business communication. This research found that creators and users of product information web sites perceive web site users as motivated to learn but also that their objective in visiting product information web sites is quick reference. Other web site preferences were analysed.


Keywords: e-learning, customer education, customer training, self regulated learning, communities of practice, organizational learning, on-the-job learning.