Getting to know Elisa’s 3G services
Put a 3G phone to the palm of everyone’s hand and short, easily approachable nano-learning modules online – that’s short for Elisa’s recipe on training its own personnel on 3G services. Practical tasks combined with e-learning produced good results.
Elisa is in a leading position as a 3G service provider. In order to serve its customers well, the sales, marketing, and customer service staff must know the products and services it offers. During the past year, the availability of 3G phones and services grew and Elisa wanted to invest into the implementation of the new services itself.
- The company decided to equip the entire personnel with 3G phones for job purposes. In addition to this, we offered everyone a chance to study the new features involved in the use of the phone, says the HR Development Manager in charge of Elisa’s HR development, Merja Ranta-aho.
Focus on the relevant and useful matters
Elisa’s 3G service training was implemented into an e-learning environment. Prewise delivered eight nano-learning modules on 3G services for Elisa’s purposes. The time it takes to go through each module is between 2-4 minutes. The modules were published at two week intervals, forming a continuum that helped keeping things in mind for longer periods of time.
- We were after short, easily approachable suites. There is usually not a lot of desire to put too much time into training related to everyday tools such as these phones, meaning that the training had to focus on the relevant and the useful, says Ranta-aho.
- In practice, e-learning was the only possible way to implement training of this scale in a company with nationwide operations, adds Ranta-aho.
Nano-learning modules are short, easy to use, and visually
attractive.
Good results
Elisa has relied on e-learning for the purposes of training its own personnel for over ten years, making this form of learning familiar to many Elisa employees. Studying the nano-modules related to 3G services was optional. However, staff was encouraged to go through the modules with the help of small scale competitions, which could be taken part in only at the end of each module – naturally by using one’s own 3G phone.
- The result was good. The modules were studied and received positive feedback, says Ranta-aho.
- One good element found in the feedback was the fact that training such as this was on offer in the first place, rather than us just throwing everyone a phone and expecting them to start using it, adds Ranta-aho.
The personnel got to know Elisa’s 3G world through their own phones and training – something that has already made advising customers easier and more natural.
- We rely on e-learning implementations all the time. There are plans to use nano-modules such as these in the future, too, especially in relation to training needs concerning the more efficient use of our working tools, says Ranta-aho.
Text: Enni Haapanen