Did you know that recent studies indicate 70-80% of all adult learning is done on an as-needed basis as opposed to being in a classroom setting?  That's especially true in a fast-paced, constantly-changing environment like hospitality or retail.  Everyone needs formalized training when starting a new job, learning a new system, or being introduced to new policies or procedures.  However, when an associate is standing in front of a customer, and they aren't sure how to proceed, it isn't the time or place to pull-out a paper manual, or fire-up an eLearning course.  This is where Just-in-Time (JIT) Training comes in.  These are enhanced help screens that can be accessed on-the-fly with minimal customer impact.  At the Venza Group, we call them "eGuides".  They can be developed very inexpensively, yet have a tremendous return on investment.

As you formulate an overall Technology-Based Training strategy going forward, consider having a mix of eGuides along with traditional eLearning courseware - especially for those job functions or system processes that are particularly problematic for associates (e.g. handling loyalty cards, etc.).