Training departments today are increasingly dependent on the cooperation and guidance of information technology (IT) departments. Previously, when almost all training was delivered with live instructors, the interaction between the two departments was almost non-existent. With the advent of disk-based CBT and multimedia CD-ROMs, the IT department was sometimes called upon to clarify technical specifications or guarantee compatibility with existing computers. But today, with the rapid expansion of Web-based training, the IT department is becoming an equal partner in new programs. IT professionals are being called upon to maintain servers, provide remote access to the network, dictate Intranet standards, evaluate vendors, and sometimes even build or maintain Web pages. Figure 8.2 depicts this changing relationship between training and IT professionals.

Many training professionals become frustrated when working with their IT colleagues. It is not uncommon to hear a training manager lament, "They can't do it," or "It will take them six months to get to us," or "They don't care." The reality is that IT professionals are just as dedicated to organizational success as any other group, but perhaps are more likely to be overworked and understaffed.

Most IT departments operate in a state of managed chaos, in which managers must evaluate and implement ever-changing hardware and software solutions while providing direct support to hundreds or even thousands of users. Special projects directly related to the information processing needs of senior executives, or mission-critical efforts such as ensuring Y2K compliance, can dominate limited resources. It is unfortunate, but understandable when the requests of trainers are evaluated very carefully. Some of the more common concerns of IT follow.

Will it add to our workload?

Often, overworked IT departments just don't have the time or resources to take on any new initiatives. In order to win their endorsement, be very clear about what their role will be and what amount of time, if any, will be required of them. Many training departments now are hiring their own IT professional or Web-site developer to handle basic maintenance and development needs. This person, who speaks the language of technology, can also serve as the bridge between the two departments. Your ultimate goal should be to convince your IT colleagues that you will constantly communicate with them and seek their guidance, but minimize any day-to-day time requirements.

Will it require new hardware or software?

After being most protective of their time, IT departments closely guard their budget. New WBT programs sometimes require new servers or new server software. Make sure that any new initiatives have clear funding sources for all costs, not just direct costs related to the creation of instructional items. If possible, accept the burden for infrastructure costs as well, which could include new computer equipment, new software, or phone time to gain access to the network. In many cases, training departments invest in their own computer equipment, connections, and software in order to expedite the WBT process. This equipment can be physically located and maintained inside the training department itself, or more typically is housed with and maintained by a vendor.

Will it increase calls to the help desk?

The third area of concern for IT professionals is the impact technology-based training programs will have on the end-user support process. You can expect that any new training program or new roll-out of technology will result in at least 10 percent of the target audience encountering problems for which they need assistance. If the IT department is funding the employee help-desk, they naturally will be concerned about the impact new TBT programs will have on it.

Some strategies you can use to minimize this concern include the inclusion of some kind of printed instructions or a quick-reference guide. Thorough software testing by the IT department prior to program launch helps minimize unexpected bugs. Additionally, the use of a simple or familiar user interface reduces questions about navigation.

Will it slow down the company Intranet?

Finally, even if all other issues are addressed, the IT department will have questions about what the additional network traffic from your Web-based training program will do to the overall speed of the company's network. If your program is based on the most common technologies, such as HTML and JavaScript, it is unlikely that it will have much of an impact on the speed of the network, even if you have more than 1,000 students.

However, if your training program is using complex animations, audio, or video, it is likely that there will be a significant negative impact on the bandwidth of the Intranet. In effect, as your students access the multimedia over the Intranet, the speed and responsiveness of the overall network will slow down for all users. This is why many organizations that technically can deliver audio and video over their network still do not.