Is it still good enough?

When did your organisation last check how well it provides support to learners and to trainers?

A organisation that is doing well should have set up a good support structure that helps learners and trainers when they need it, or even beforehand.

You should check regularly that the support is still working properly to see if it is OK or can be improved. Having some measures in place would help, such as:

• number of queries received
• mean time to respond
• percentage of queries successfully dealt with.

You could set up a feedback mechanism so that users of the support can easily rate its quality.

Do you have someone who is responsible for e-Learning support who reports to the management team on a regular basis?