INTRODUCTION... 2. 1. Definition of e-learning... 3. 2. Advantages of e-learning for a tourism company... 3. 3. Elements of e-learning...

T our i s m Bus i ne s s P or t a l T ut or i a l HOW T ODE VE L OPT HEBE S TE MPL OY E E T RAI NI NGT HROUGHE L E ARNI NG

INDEX INTRODUCTION... 2 1. Definition of e-learning... 3 2. Advantages of e-learning for a tourism company... 3 3. Elements of e-learning... 4 4. Trends in e-learning applied to the company... 7 5. Some data about e-learning in the European business sector... 8 6. Keys for identifying a quality e-learning course... 9 7. Examples of good practice... 10 SUMMARY... 12 APPENDIX... 14 1

INTRODUCTION Good training is an important factor if you want to achieve continuous improvement and therefore offer quality services in a sector that is as dynamic as tourism. However, the time and financial cost needed to train professionals frequently represents a factor against performing such training. The speed at which changes in the tourism market occur makes training an ongoing process. More and more companies recognise the need for well-trained staff if they want to meet the requirements of the tourism market and therefore increase their competitiveness. Thus, they are looking for methods that combine education and work. At the same time, the learning process should be brief and focused on specific tasks, minimising the two key factors: time and cost, without affecting the quality of teaching. In recent decades, emergence of new technologies for training and communication has enabled the development of new models of teaching. Most importantly, e-learning provides a number of advantages in the field of internal company training. In this tutorial you will discover the main characteristics of e-learning as well as the advantages that this training provides for employees in tourism. You will also learn how to identify a high quality e-learning course. 2

1. Definition of e-learning E-learning (Electronic Learning) can be defined, in general terms as the set of strategies and learning methodologies where the interaction between the student, course materials and / or trainer is provided by means of computer applications usually through the internet. E-learning is characterised by uniting the different information and communication technologies with pedagogical aspects of teaching and learning. 2. Advantages of e-learning for a tourism company E-learning is changing how internal training in companies is approached because it provides an interesting possibility for both the HR and the finance department. E-learning is presented to business organisations as a financially sound tool that allows the company to eradicate the problems of geographical and time barriers. This also makes it an ideal choice for those workers who can not afford to leave their posts, for example, a receptionist of a hotel. It is also useful for training employees of a company that work in different countries. Advantages of e-learning For the tourism company For the worker It is possible to have trainers or teachers who live anywhere in the world without the need for them to physically move / travel to give training. 3

It allows the company to offer personalised training that is up to date and in line with the requirements of the company. Subsequently this means to higher productivity and higher economic benefits. It enables a significant reduction in the costs of education (time, physical location, organisation, etc.) by eliminating the cost and low productivity that occur when having to move to an educational centre elsewhere. It allows for customisation of the contents, whereby the user can choose the best way to learn according to his / her needs. Therefore, the contents and concepts may also be reviewed as many times as the student needs to review the studied feels necessary. It offers flexibility as regards the physical location from where they learn: only an Internet connection is required. This is especially interesting for the staff of tourism companies that work in different offices located in different cities. Flexible timetable: the employee may study 24 hours a day. This is especially interesting for staff in tourism companies that work in shifts. Complete learning process, in the sense that training can be made up of multiple resources of different types: videos, audios, texts, websites, applications, etc. 3. Elements of e-learning E-learning is primarily made up of three big main elements: Platform: this is the technological space that integrates the set of tools and resources necessary for the management, organisation, coordination and delivery of the training program. It integrates all the contents, communication tools and services provided by the course. 4

Contents: generally organised into well-structured, short modules, and explained in small "chunks" that facilitate the users retention of information by users. The contents are usually interactive, with frequent use of pictures, graphics, etc, to enrich the way in which the concepts are shown. Services: will depend on each course or training program, but in general, any e-learning program tends to include online assessments, supervised monitoring, additional documents, tutorials and workshops carried out by means of forums or virtual libraries, etc. Main media used in e-learning Text Text is a widely used resource on the Internet for its usefulness in the discussion of concepts and because it is the cheapest type of media to produce, allowing e-learning courses to be offered at low costs. Graphics Graphics, illustrations, photographs and other visual media are crucial for the reinforcement of acquired knowledge and for the layout and visual appeal of the content (for example, in a form of diagrams). Audios can be included in single files (for example, podcasts) or in videos (voice-over, with actors). Audio Audios are very useful to teach content that requires pronunciation, tone, rhythm, etc. This makes audios useful for teaching foreign languages or for courses that teach telephone support. Audio recordings are often more attractive and less tedious that having to read all text on the screen. They are usually in MP3 format due to its ideal balance between quality and weight. Video The current audiovisual culture has increased the importance of video resources over other types of resources. Thus, in recent years, there has been a significant increase in the number of e-learning courses created based on a series of videos 5

these are called video-tutorials. Videos are the most expensive resources to make, but in recent years a cheaper video format has appeared. This format involves fewer technological resources and they are easier to use. This format is being used as a training tool. Useful resources for e-learning. Main pedagogical models Simulations These are learning tools that can help participants learn new skills and understand the process of decision making. Situations can be very varied and you can learn, for example, how to create and work on a team project, or solve problems that arise. In general, they allow participants to learn about various relevant factors that are part of their real work environment without the risk of making errors in a real environment. As they are simulations, a variety of different situations can be set out that show different types of behaviour. This is interesting for the tourism industry because it is a sector that provides a service and the people involved should strive for customer satisfaction at all costs. Collaborative worker learning Collaborative work is a pedagogical model based on the building of knowledge and through knowledge sharing among students. An example of collaborative learning and work are wikis. These are collaborative websites that can be edited by several users who can create, edit, delete or modify the contents of an interactive website, easily and quickly. The end result has been built as a team. The best known wiki is Wikipedia. Forums and chats are also widely used on e-learning platforms. The use of forums and chats promotes communication and the transfer of information between participants. Storytelling Telling a story makes it easier to learn a particular subject or specific content. E-learning adapts the story to the system, including video conferences, explanations, etc., which narrate a story facilitating knowledge retention. 6

The field of e-learning is characterised by being in continuous transformation and innovation, with the constant appearance of new technological resources that can enhance the educational experience. 4. Trends in e-learning applied to the company Main trends in e-learning E-learning for tablets and smartphones (m-learning) E-learning 2.0 Gamification Apps The tablet market has grown exponentially in a very short time, exceeding sales of PCs. Their use for business related activities is expanding, making e-learning on tablets increasingly necessary. Also, adaptation to mobile devices by the companies is becoming increasingly common, since it is a solution that allows the student to take full advantage of theit spare time they have when waiting or travelling, distributing information efficiently in a timely manner. This is virtual training supported by Web 2.0 (social networks, twitter, blogs, etc.) through which new ways of learning are created and knowledge becomes more social, while collaborative knowledge networks are generated. This involves the use of game dynamics in non-recreational environments. Educational video games increase student motivation, creating the feeling that it was more of a more playful environment, a kind of challenge, instead of a class or lesson. The growing use of mobile devices has also caused a significant increase in the use of apps. There are many apps that are formative in nature, so it is possible to take a course using a mobile device (this mode is called m-learning, m for mobile). An app is a type of computer program that allows the user to perform various tasks. 7

5. Some data about e-learning in the European business sector More and more companies around the world and, of course, in Europe, are using e- learning as their training format of choice. Below, you will find some data extracted from the European Barometer of E-learning (a study carried out by the European Commission by using a survey process with companies from 6 European countries: France, UK, Spain, Italy, Belgium and the Netherlands): 68% of large European companies have been using e-learning for a fair amount of time, more specifically, over five years. In 2010, 30% of companies offered at least one e-learning course to more than half of its employees. The advantages that companies assign to e-learning can include, among other things, optimisation of training costs, elimination of geographic barriers, courses that are readily accessible, and the ability to train large numbers of staff. This type of training is aimed at all employees as well as managers and in particular, commercial positions. It should be noted that managers often turn to e-learning, as they require training quickly and with an independent organisation. This is also the case in the area of talent management. This type of training is increasingly being used to train newly hired employees, mainly due to the high level of personalisation and pedagogical quality. Among the topics or areas where e-learning is most commonly used, you may find vocational training (based on tailor made courses), health and safety at work and computing. The types of e-learning models that are commonly used by businesses can include itineraries in blended learning (e-learning and distance learning), e- learning contents without a tutor, and open access to libraries. 8

In the article Worker s Training 1 directed at workers in tourism. you will find additional information about training 6. Keys for identifying a quality e-learning course A quality e-learning course should be designed and carried out in a way that complies with a series of pedagogical and technical principles. To ensure the fulfilment of the basic formative elements, you should check two aspects: That it meets the minimum requirements for any pedagogical training programme, irrespective of the format used (online, in person, etc.). For example, the language used to convey the content should be appropriate to the type of students that the training is aimed at. That it meets the basic technical aspects to facilitate the teaching / learning process. For example, if a video is used to display the content, you must have images and sound that facilitate the transmission of the content. In addition to ensuring that these basic aspects are dealt with, it is also important to analyze the elements that enrich and improve the training programme. This analysis checks if the course is optimised. Therefore, for example, to ensure interaction among the group (teacher and all students), e-learning courses should include e-mail and forums. Another e-learning course could include email, a forum, a videoconferencing system and an active presence on Facebook and Twitter. Both courses ensure interaction between teacher and students but the second course offers more channels so that the teacher and students have more opportunities to choose the one that best suits them at all times. In this analysis of the elements that enrich a course, it is essential to keep in mind the price of the said course. That is to say, all training programmes, regardless of their price paid for them, must meet the educational and technical principles that are necessary to achieve a good level of teaching / learning. But, when performing the analysis of the elements that enrich and optimise the process, the price paid is a 1 http://ec.europa.eu/enterprise/sectors/tourism/tourism-businessportal/business/resources/training/index_en.htm 9

variable to consider because the budget will allow the inclusion of one, or more than one, of the elements that enhance the learning experience. The analysis of enriching elements is complex and personalised because there are many possibilities, and they can be combined in many ways to suit the needs of each training programme. However, the analysis of the basic elements themselves should include some common points, which means you can use a series of checklists. In the Appendix, you have access to the tables that you can use to analyze whether an e-learning training programme meets the basic technical and pedagogical conditions that ensure the minimum quality acceptable. If you want to learn more about E-learning in the tourism sector, it is recommended that you read the following study E-Learning Courses on National Tourism Destinations: Offers of the Organisation of Destinations Management and Travel Agent s Perceptions and Motivations by Nadzeya Kalbaska from the Università della Svizzera italiana. 7. Examples of good practice Example Europe Open Education Europa 2 is an initiative by the European Commission, launched in September 2013 as part of the Opening Up Education 3 initiative, with the aim of being used as a dynamic platform to support the transformation of educational processes through new technologies. This site is a space for the exchange of information between professionals across Europe, as well as information on the latest trends, innovations and news for existing e-learning processes. 2 http://openeducationeuropa.eu/en/about_this_portal 3 http://ec.europa.eu/education/news/20130925_en.htm 10

Example Tourist information and tour guides services Europe Innoguide Tourism 4 is a Leonardo Project (a programme funded by the European Commission that focuses on the needs of tutoring and the training of all those involved in education and professional coaching. It aims to develop a skilled workforce in Europe) that is included in the line of innovation development and aims to develop an e-learning platform and a training centre for tour guides. Three courses for tour guides across Europe are provided by this platform: Experiential Tourist Guiding. Intercultural and European Tourist Guiding. Sustainable Tourist Guiding. Example Hotel Belgium Rezidor Learning Network (RLN) 5 is a Learning Management System based on a virtual electronic platform that the hotel company Rezidor has developed. The company has a broad experience in e-learning training for their employees They have developed a wide range of courses with the objective of providing continuous training for their employees and keeping these trained employees within the company. 4 www.innoguidetourism.eu/target_groups.html 5 http://www.rezidor.com 11

SUMMARY Below is a brief summary of everything that has been explained in this tutorial. Definition of e-learning Set of strategies and learning methodologies where the interaction between student, course materials and / or the trainer is provided by means of computer applications usually through the internet. Advantages of e-learning Time and geographic flexibility that means that the teacher and the student do not physically have to go to a classroom and have access to training at any time. Personalisation of content. Rich learning process using different media. Elements of e-learning The main components of e-learning training are the technological platform, content and services. The principal mediums used are text, graphics, audio and video. The main pedagogical models are simulations, collaborative work and storytelling. 12

Trends in e-learning Among others, these include: m-learning, e-learning 2.0, gamification, apps. Some data about e-learning in the European business sector According to the European Barometer of e-learning there is an ever increasing number of companies at a European level that are applying this training modality. Main reasons for using e-learning: optimising training costs, elimination of geographic barriers, quick accessibility to courses and the possibility of training a large number of staff. Keys for identifying a quality e-learning course A quality e-learning training programming must be designed and implemented while fulfilling certain educational and technical principles. These can be analyzed through checklists. In addition, all training programmes can include elements that enrich them. These depend on the price of the course and its suitability analysis is complex and customised to each case. 13

APPENDIX The following table will serve to help you evaluate the pedagogical aspects of the training activities developed using e-learning: Basic pedagogical aspects of the training Yes it No, it Yes it complies does not complies, comply but with exceptions * If the item is not applicable, the three cells corresponding to it are filled with ---. The training programme connects all elements included in the course, (web pages, exercises, PDFs, conversations with teacher, etc.). From the beginning of the course, students are well informed about the objectives and elements making up the training programme and know what to do at all times. The student knows their progress and results at all times. The level of approach to the subject (starting knowledge, examples...) and language (writing, technical terms...) is optimised for the type of students that the training programme is directed at. The training content is up to date at the time of delivery of the course. The training content includes links or suggestions that allow students to obtain more information about the most interesting aspects. The content is transmitted at all times using the 14

most appropriate media for the matter at hand. (For example, if you are in the phonetic section of a language course, sounds should be displayed through audio and not only transcripts). Caution: the media (text, graphics, video, audio...) have different production costs. Therefore, if the course does not have a cost which permits the inclusion of videos or has a technical limitation that prevents the use of a specific medium, it affects the assessment of this item, as audio cannot be demanded in a section that needs it if this media cannot be used in the training action. The content is transmitted in a progressive order of increasing difficulty. Students can follow the pace of learning suited to their needs. The most important aspects of the content are offered in different formats. For example, a certain process can be explained and then shown using a diagram and then summarised at the end of the topic. Self-assessments (set responses to closed questions) and / or teacher assessments (open questions) are included. Assessments (both open and closed) include questions that require the student to demonstrate they have understood the contents in order to respond. In the event that the training programme has a teacher included, this teacher should be an expert in the field who is able to resolve any 15

doubts about the content. Total Results: All training programmes considered to have the minimum quality required to be called a training programme must have received the answer of "Yes, it complies" for all items from the list. The greater the number of items that are not met, the further away the training programme goes from the level of pedagogical quality required. Basic technological aspects of the training Yes it No, it Yes it complies does not complies, but comply with exceptions * If the item is not applicable, the three cells corresponding to it are filled with ---. The student has at least one means of making contact with support or a helpdesk for any technical and / or administrative questions. If the training programme has a teacher, there is at least one channel of communication between the teacher and the student. All questions from the student, whether technical, administrative or content related, will be answered in less than 48 hours. All websites that the student can use (on-line course platform, etc.) are intuitive and easy to use. All on-line services (forms, emails, web pages, etc.) work correctly without programming 16

failures. All screens that make up the course and / or platform have a clean design (not overloaded with elements) where students can easily locate the items they need (buttons, options, etc.). All screens and elements within them (graphics, video, etc.) are optimised for all devices that have been offered. Download times for each course or platform web page does not exceed 3 seconds. Caution: this is influenced by more elements than merely the configuration of the website like, for example, available bandwidth. The texts are written for easy reading for online medium (short phrases, etc.) The texts are displayed with a layout which facilitates reading (short paragraphs, headlines and sub-headers, highlighted key words, etc.) The graphics are well-defined and full content can be viewed and / or read easily on all devices for which they are offered. In the videos with a person transmitting the content to camera, a close-up is used. In the videos with a person transmitting the content to camera, a normal point of view is used, that is, the camera is at the eye level of the speaker. In the videos with a person transmitting the 17

content to camera, a neutral background that does not disturb the eye is used and the camera angle focuses on the speaker. In the videos and photos, there is correct lighting for the main focus and at no time should there be strong backlighting contrasts. In the videos and speeches, the sound displays a voice that is clearly heard and the background is muted or does not bother the student (if necessary, include background sound). In the videos and speeches, the person transmitting the contents should have clear diction and vocalise without exaggeration. In the videos and speeches, the person transmitting the contents should have correct intonation; being able to highlight important points and to convey emotion. In the videos and speeches, the person transmitting the content provides a suitable non-verbal language, that is, they look at the camera when speaking; have natural movement and a relaxed expression. In the videos and speeches, the person transmitting the content speaks at an appropriate pace (speed), with natural pauses. In the videos, the combination of shots (if any) has an appropriate pace with natural pauses of short duration. Total 18

Results: All training programmes considered to have the minimum quality required to be called a training programme "Yes, it complies" on all items from the list. The greater the number of items that are not met, the further away the training programme goes from the level of technical quality required. 19