e-Learning strategy question

[aschiff -at- factset -dot- com]

Hi Techwhirlers,

Strategic question here.

I work for a financial online/software company. We're in the process of
developing Web-Based Training (WBT) for our clients. So far we've stuck to
creating lessons on 'the basics' (essentially, the point-and-click stuff in
our software).  However, now that that's done, we're not sure if we should:
(a) go for more depth across the basic subjects;
(b) try our hands at creating modules for the hard-core,
super-duper-powerful, customizable aspect of our software (which involves
learning a simple query language, writing code in it, & dealing with all
the scenarios and what-ifs that come with its infinite customization
possibilities.)

We do have a first-class help desk, so this is not an immediate do-or-die
question. However, we have limited resources  in Documentation (which
produces the tutorials), Training (which runs first-rate instructor-led
training sessions that unfortunately don't reach enough users at once), and
Tech Support (which answers questions from users far and wide). In an ideal
world we'd have enough resources to 'do it all,' but we want to spend our
existing resources in the best way possible.

Is there any research available on the return-on-investment for creating
WBT on simple vs. advanced subjects?  OR, is there any anecdotal evidence
from Techwhrl-ers who've encountered this type of situation?

I have searched the Web and found only limited information (most of it is
either too general or wrapped up in a lovely marketing pitch).

Please e-mail or cc: me directly since I get the digest. I will post a
summary of responses.

Thanks in advance!

Abby Schiff
Director of Documentation
FactSet Research Systems


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