Bridging the Distance Learning Gap.

Employee training is vital--and expensive--but distance learning can be a low-cost, convenient alternative.

One of the most serious problems our industry faces is how to provide consistent, professional and timely training to all of our employees without pillaging property and corporate budgets. Whether we have dozens of trainers in a corporate training department or university, or we use independent professional trainers and association-sponsored courses, the travel expense, employee downtime and the fact that a trainer can't be in two places at once have limited our ability to deliver consistent, professional training ... until now, that is--distance education to the rescue.

According to the American Society for Training & Development (ASTD, www.astd.org), distance education is an "educational situation in which the instructor and students are separated by time, location or both. Education or training courses are delivered to remote locations via synchronous or asynchronous means of instruction, including written correspondence, text, graphics, audio- and videotape, CD-ROM, online learning, audio- and videoconferencing, interactive TV, and facsimile. Distance learning doesn't preclude the use of the traditional classroom. The definition of distance education is broader than and entails the definition of e-learning or distance learning, which is the desired outcome of distance education." (http://www.learningcircuits.org/, e-learning glossary).

Types of Distance Learning Programs

In keeping with the ASTD definition, I've categorized current distance education offerings into two categories: "synchronous," meaning simultaneous interaction between the participants and the trainer, for example, chatting on ICQ or America Online Buddy Chat; and "asynchronous," where there's no real-time interaction, like reading an e-mail and then creating and sending a response. Synchronous offerings include streaming video and video conferencing, telephone-based training, some Web-based training (WBT), text chat and voice chat, while the asynchronous group includes bulletin boards, managed e-mail lists, computer-based training (CBT) and some WBT.

When reviewing each of these delivery methods, it's important to remember that most people believe there's no substitute for traditional instructor-led, classroom training. What your employee learns is strongly related to the amount of interaction they have with the program/instructor, and classroom training still creates the most interaction. Distance education programs are most valuable when used to supplement classroom training, and as a way to reach those employees on small and/or remote properties who receive little or no training due to their location and the lack of local training resources. Finally, distance education programs are the perfect vehicles for delivering "just-in-time training" (JITT), which allow us to train new employees the day they're hired or train an entire company on a new procedure, without anyone leaving their office.

Synchronous Training

Streaming Video

Think of a television broadcast, with real-time audio and video at 30 frames per second, and you've got streaming video, delivered directly to your desktop. This is as close to classroom training as you can get without the classroom. The downside is that this won't work effectively unless you have a minimum of a dedicated T-1 connection (1.5 Mbs) to each site that will participate--many experts recommend a T-3 connection. Streaming video simply doesn't work well on dial-up, DSL, cable or ISDN connections. If you have unlimited money and unlimited bandwidth to all of your locations, streaming video is for you.

Video Conferencing

Video conferencing includes do-it-yourself solutions, such as WebEx and ICUII, which require a Web cam at each site and some serious bandwidth for good video and audio delivery, and outsourced video conferencing, which means that the presenter and the participants must travel to a facility (a university, hotel or conference center) in their local area that has video conferencing facilities. Typically priced by the hour, outsourced video conferencing is expensive, (probably cheaper than everyone traveling, though!) however, your employees will enjoy the closest alternative to live instructor-led classroom training that's currently available.

Telephone-Based Training

Similar to a conference call, telephone-based training allows users in any area to connect to an instructor-led training session. Handout materials are e-mailed or faxed to the participants or posted on a Web site for download. Telephone training can also be used with WBT, with the participants logging onto a Web site that contains the presentation materials and then dialing into the telephone call for the real-time, interactive audio portion. Although this requires a separate Internet connection and a phone line, it is the best way to overcome current bandwidth limitations.

According to Carey Fried, vice president of distance learning for CallSource, "Tele-training allows a company to train all or part of their entire team, regardless of their physical location, immediately, inexpensively and consistently. Using a facilitator and instructor, telephone-based training is the best way to overcome bandwidth limitations while delivering fully interactive training to an almost unlimited number of participants," says Fried. "Additionally," Fried says "several studies have shown that self-paced learning is not as effective as instructor-led training in the areas of course completion rates, information retention and personalization of the material to a specific company's needs. Tele-training solves these problems by bringing the instructor to each of your employees--via the telephone.

Text chat

Although it's one of the most informal formats, text is a very effective way to hold real-time, online "conversations." Used alone or with a WBT or CBT program, text chat can be moderated or informal, and can also be used in conjunction with faxed or e-mailed handouts. Text chat can be hosted by a third party on their Web site or on a company server or an Internet portal site using one of the many free or low-cost chat software programs available. (See "A Tale of Two Trainers" for URLs). Text chat is especially effective when a discussion group or training topic must be scheduled and delivered very quickly.

Voice Chat

A blend of telephone training and text chat, voice chat uses voice over Internet protocol (VoIP) technology, which means that each participant only needs one Internet connection or phone line to receive data and voice. A sound card, speakers and microphone (or headset) are required, and the participant must download a small software program that allows them to listen to and speak to the chat group. Most voice chat programs also have a text chat component, and some allow the simultaneous posting of course material. Voice chat can also be used as part of a WBT to make it synchronous. "We chose voice chat because we believe it is the easiest and least expensive way to allow the largest number of participants to enjoy the benefits of online training," said Tami Siewruk, chief imagination officer of The Sales & Marketing Magic Companies.

Asynchronous Training

Bulletin Boards

Just like the corkboard in your laundry room or next to the mailboxes on your property, Internet bulletin boards allow users to post questions, answers, opinions and just about anything else they want to. Most bulletin boards are organized by subject and screened by the host, so that inappropriate material isn't posted. In addition to the obvious value of being a central repository for announcements, bulletin boards are an inexpensive way of posting questions to a large number of users without knowing everyone's e-mail address.

Managed E-mail Lists

Also called "listservs," these online lists allow users to post a question or start a discussion (called "threaded discussions") on a specific topic. Unlike bulletin boards, where everyone must actually visit the board (unless they receive an automatic notification of new postings), e-mail lists send the posting to each member of the list and allow the users to respond to all members simply by replying to the e-mail message. A list manager reviews and organizes all messages prior to list members receiving them, keeping the dialogue flowing and appropriate.

Web-Based Training

WBT can be synchronous or asynchronous and both versions can be very effective, although synchronous WBT typically requires a DSL, cable or other broadband connection for maximum usability. WBT is accessed via the Internet, on a company's virtual private network (VPN), or a dedicated direct connection to the company servers. Asynchronous WBT can be used at the learner's convenience, since the course is self-contained; synchronous WBT is scheduled and features a "live" presenter.

I spoke with Joleen Brannigan, who is vice president of GraceHill.com, about the WBT programs they've recently created. "Based on our research, we chose WBT as the best way to deliver a convenient, easy-to-use learning experience to the participant. For example, our seven-module Leasing For A Living course requires only three hours to complete, yet it covers all of the basic concepts and techniques a new leasing professional needs to get started--and they can complete the course in the office or at home at whatever time is convenient." Most WBT courses feature a placeholder feature, which allow the learner to stop at any point in the course and resume at the same point later on. Another useful feature is that supervisors can access the learner's records and determine which courses were taken and what the test scores are. "Our course contains a 30 question test and not only tracks each learners score, we also track the scores of learners across the country and publish anonymous comparisons" added Brannigan.

Computer-Based Training

CBT means that the training material is on the user's computer instead of on the Internet or on a company server. CBT can be accessed at any time, day or night, giving the employee the flexibility to complete the training at their convenience.

Carol Levey, NALP, CAM, CAPS, co-founded IT Partners with Neil Fjellestad in 1993 and introduced the first property management CBT program, Let's Lease shortly thereafter. "We remain in a whirlwind of change," said Levey in a recent interview. "We recognized the need for a uniform method to train employees that is cost effective and enables them to be more productive. With the knowledge requirements expanding, combined with ongoing employee turnover, the lack of consistent and timely training means operational inefficiencies, loss of market share and potential legal liability. We felt that CBT was the most professional, cost-effective way to address these issues." As Michelle Ellsworth, co-founder of E-Learning Systems, says, "CD-ROM training offers an engaging environment that delivers the knowledge you need, when you need it, where you need it."

As the struggle to provide affordable, professionally produced and delivered training to our ever-changing and geographically diverse workforce continues, these distance education solutions offer a choice for almost everyone's budget. Bandwidth will continue to increase and become both more available and affordable, causing more real-time virtual classroom technologies to appear. The good news is that there are plenty of good choices available today to enable us to have a well-trained workforce, regardless of location.

Where Do I Find it?

Distance Learning Resources

http://www.astd.org/virtual_community/
http://www.learningcircuits.org/
http://www.onlinelearningmag.com/
http://www.smartplanet.com/fp.asp?layout=new_home
http://distancelearn.about.com/
 education/distancelearn/mbody.htm
http://www.knowledgenet.com/main.cfm
http://www.masie.com/
http://www.ittrain.com/
http://www.corpu.com
http://www.realpage.com

Streaming Video

http://www.horizonlive.com/
http://www.pixion.com/
http://www.akamai.com/

Video Conferencing

http://www.icuii.com/
http://www.eyeball.com/
http://www.webex.com/
http://www.microsoft.com/windows/netmeeting/

Telephone-Based Training

http://www.callsource.com/distance_learning.htm
http://www.coachingsuccess.com/

Web-Based Training

http://www.gracehill.com/
http://www.horizonlive.com/
http://www.trainingdepartment.com
http://www.lern.org/
http://www.learn2.com/

Text Chat

http://www.gracehill.com/
http://www.newaol.com/aim/
http://web.icq.com/

Voice Chat

http://www.smmonline.com/
http://www.hearme.com/

Bulletin Boards

http://www.smmonline.com/
http://www.gracehill.com/
http://www.visto.com
http://www.officetool.com/
http://www.myevents.com/

Managed E-mail Lists

http://www.egroups.com/group/APT/
(To join this list, send an e-mail to [e-mail]
with "subscribe"
written in the subject line)

Computer-Based Training
http://www.etrainingsolutions.cc/.
http://www.itpartnersonline.com/

RELATED ARTICLE: A Tale of Two Trainers

Former property management trainers, Michelle Ellsworth and Shelley Conroy tapped into computer-based training (CBT) in their quest to find some practical training solutions for their previous company. At that point in their careers, instructor-led training (ILT) was the primary training method. The impetus for their quest wasn't only the high cost associated with ILT, but the downtime during peak office hours. What started as a search tot CBT alternatives ended up with new beginnings for Ellsworth and Conroy. "While the rest of the world had been busy getting "up to speed" with computer-based training, I found that our industry was just starting the search" says Ellsworth, a degreed educator. With this in mind, they seized the opportunity to launch eTrainingSolutions.cc, an enterprise focused on delivering turnkey CBT products to the real estate/property management industry.

So, why CD-ROM based training? "CBT offers training solutions that didn't exist even a year ago. It's made learning faster, better and more efficient, and combines all the benefits of ILT into a package that easily customizes to your learning style, schedule and preferences," according to Ellsworth, adding, "there are two distinct benefits of CD-ROM training--the first benefit is cost: CD-ROM training gives you the ability to train and retrain for a one-time purchase fee. For example, one CD-ROM program (ETS average cost is $150 per program) can be used to train an entire property staff while most on-line courses charge a per-user fee."

"The second and most distinctive benefit of CD-ROM training is speed. While many companies are pushing on-line learning, CD-ROM based training remains the most effective format for this very important reason. Even though most corporate offices are on a high-speed network, most properties are still on a dial-up Internet connection. Consequently, download time for online learning programs can keep you waiting ... and waiting ... and waiting. As a result of this frustrating download time, many online courses available are, in effect, a series of text sections followed by a test. The experience is similar to sitting in a classroom, listening to a lecture with an occasional transparency or PowerPoint slide and then being tested at the end, with little-to-no interaction."

Technological advances--including new network applications, rich streaming media, high-bandwidth access, and advanced Web site design--are revolutionizing the training industry. "Today, CBT--no matter what format--can create a highly effective, multi-dimensional classroom," says Conroy. For more information on CBT, visit their Web site at www.etrainingsolutions.cc.

Douglas D. Chasick, CPM[R], Adv. RAM, CLP, is The Apartment Doctor[TM] specializing in restoring rental health to ailing communities. With more than 25 years of experience in the property management industry, Doug is a frequent speaker at national industry conferences and currently consults for CallSource.com on their distance learning program.