As an independent e-learning consultancy, my partner and I are privileged to observe both sides of the e-learning fence; client and provider. Both share their frustrations with me about e-learning projects. There is no-one to blame; simply a difference of perspectives that will become better aligned as the industry matures and relationships develop. Let me explain what I mean.

Organisations looking to engage a provider to build bespoke e-learning want someone who can deal with scope changes, who has an attention to detail in all aspects of the project, and who can provide clarity around the client role in the development process. As staff freezes continue, clients require the provider to be a trusted advisor, to provide advice and direction rather than options. 

E-learning providers want a successful project that delivers to time and specification. They have resources to allocate and any delay or change in spec. on the client side causes resourcing issues on the provider side. They also want a successful project that will encourage the client to call on them for the next project.

Advice for e-learning providers:

1. Get to know the maturity of the client’s e-learning knowledge and capability. Too often assumptions are made that the project owner (often a subject matter expert or new L&D practitioner) understands good instructional design, project management and the capability of the internal LMS. An organisation who does not have a dedicated e-learning team may well be new to e-learning. Some simple yet comprehensive questions at the start of an engagement would help to establish the client’s experience and enable the provider to appropriately support the client during the length of the project. Providing the client with some simple templates to support internal processes such as storyboard approval and user acceptance testing is a great start.

2. Build in contingency. It is always better to under promise and over deliver than to do the opposite. Ensure the project plans allow for a decent client turnaround time e.g. 2 weeks. If a client gets storyboard feedback or alpha feedback to you sooner, well that can only be good. Ensure the client understands what’s involved in conducting a thorough internal review.

3. Educate clients on best practice. Clients don’t know what they don’t know, and this makes it difficult for them to express good judgement. Help clients by providing e-learning examples so that they can understand what quality, specific functionality and navigation looks like. This will help clients to make informed decisions.

4. Be flexible in your offering. Clients are looking for innovation in project processes and results, so treat each project as unique. Clients know the learning outcomes they want. They will understand the best instructional approach to achieve the learning outcomes if you explain it clearly and visually to them.

5. Use client language. Clients that are new to e-learning are often not across the e-learning terminology, so consider changing your terminology to suit theirs e.g. change the term ‘alpha UAT’ to ‘version 1 pilot’.

6. Be honest. If something internally is going to impact on the client’s project, tell them early. If you are going to send the e-learning build to a third party, tell the client.

7. Ensure strong internal processes. A good e-learning provider is someone who has strong project management processes and strong Quality Assurance processes. Demonstrate this strength at the start of any project, and ensure to undertake a transparent closure report with the client at the end of the project.

These are just some of the checks I would advise e-learning providers to think about. Of course, should a client wish to develop internal capability in strategy, instructional design and project management, please consider membership to the Connect Thinking E-Learning Academy.