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Acknowledgementsix
Introductionxi
PartIE-learningprimer1
1Definingterms:Getcomfortablewithe-learning3
2Thenewlearninglandscape:E-learningisheretostay41
3ROImetricsandevaluation:Howcanwetellifwe’regettingit
right?52
4Thee-learningcycle:Onceisnotenough84
PartIILearningstrategy97
5Businessdrivers:TherealreasonsforimplementingE-learning99
6E-learningstrategy:Dramaticallyimproveyourchanceofsuccess112
PartIIIImplementation135
7Theprojectteam:Whoyouneed...whattheydo...137
8Infrastructure:Denialisn’tanoption150
9Vendorrelationships:Goodpartnershelpyoulearnandmovefast161
10Learningmanagementsystems:Theenginesofe-learning174
11Testing:Mission-criticalnotnicetohave202
PartIVDelivery219
12Multi-channeldelivery:Leveragingthelearningvaluechain221
13Learnersupport:Learningwiththeaidofasafetynet231
14Developingcurricula:Signpostedpathstoperformance
improvement236
15E-learningstandards:Protectinginvestmentandleveraging
technology243
viiiContents
16Instructionaldesign:Musttryharder253
17Thecontentdevelopmentprocess:Managinge-learning’spayload273
PartVCaseStudies301
18PwCConsultingcasestudy:Integratinglearningandknowledge303
19BPcasestudy:Embeddingane-learningcapability322
20TheRoyalBankofScotlandGroupcasestudy:Deliveringinan
immaturemarket336
21TheDowChemicalCompanycasestudy:HighcommitmentHigh
ROIhighvolume347
PartVIFutureDirections355
22Futuredirections:Wheree-learningisheaded357
Appendix1E-learningnewsletters364
Appendix2Onlineresources367
Appendix3Glossary374
Index389
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