We all have had many years of experience in learning in face-to-face settings in both classrooms and seminar rooms. Although the face-to-face learning environments are often complex and unpredictable, we are very familiar with them and have developed high levels of skill in working in these environments. We cannot assume, however, that the skills, strategies, and techniques that we so effectively use in face-to-face learning environments will also work well in online learning.

In an ideal world, every time your company rolls out a new application or a major upgrade on an existing application, full-time trainers would handle the duties of educating end users. In the real world, however, help desk analysts not only provide support for these applications but are often asked to train users on them as well.