Frontline – elearning for customer support

by | Jun 12, 2006 | Case Studies

Whilst we completed this study in 2006, I have still not seen very many programmes that compare with the Frontline blended learning approach which includes in the innovative use of mixed media in a learning programme specifically designed to address behavioural change. Many say that online media are just not suitable for encouraging new attitudes and behaviours but this study proves them wrong! 

Last updated Nov 09

This study is for anyone interested in skills innovation at all levels of responsibility from directors and trustees to managers, workers and trainers.  It looks at how online media can be combined to addres customer service behaviour:

The challenge

  • The need to fundementally change behavior of library staff – moving out from beind the desk to engaging with the public in order to encourage reading.
  • Dispersed audiences working in very different circumstances ( rural through to inner city)
  • No face to face training resources avaialable
  • Little experience of online learning with staff
  • Staff with varied backgrounds and shift patterns.

The solution

  • a blended learning approach that focus on methods of learning first , then media to deliver learning
  • direct application in the workplace via a series of work based tasks for staff to complete
  • online reflection to assimilate good practice ( and get feedback)
  • online support by a supervisor who has also been through the programme
  • a cascade model of support for learners

Whether you are interested from the direct perspective of the library sector itself or are providing in work based e-learning in other sectors, the Case Study contains an array of transferable messages, good practice, processes, hints and tips.

The Frontline case study is published in several parts:

The Executive Summary

The main findings of the detailed research looking at the blended learning methodology and impact, including recommendations both for the library sector and beyond.

A shortened version of the Case Study which was reported in the June issue of eLearning Age magazine.

The case study investigation was written in 2006 by a team of researchers at e-skills UK from research conducted with line managers, learners and supervisors who had been involved with the programme.


This article was originally created by the Work based e-learning project at e-skills UK and is reproduced with kind permission.

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