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What are the best methods for evaluating LMS support and training options?

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Choosing the right learning management system (LMS) for your organization is a crucial decision that can affect the quality and effectiveness of your digital learning initiatives. But how do you know if the LMS you are considering offers adequate support and training options for your needs? In this article, we will explore some of the best methods for evaluating LMS support and training options, and what to look for when comparing different vendors.

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1 Define your support and training needs

Before you start looking at LMS support and training options, you need to have a clear idea of what your organization needs in terms of technical assistance, user guidance, and professional development. You can start by conducting a needs analysis that identifies your current and future learning goals, challenges, and gaps. You should also consider the size, diversity, and skill level of your LMS users, as well as the complexity and frequency of your digital learning activities. Based on your needs analysis, you can create a list of criteria and expectations for LMS support and training options, such as availability, responsiveness, accessibility, quality, and cost.

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John Cooper

eLearning and Technology Strategist - Profile Learning Technologies
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One important aspect of the support required is likely to be the technical assistance required by content developers. All LMS's put constraints on the operation and type of media and eLearning you can integrate into courses. It is essential that the authoring tools you use can create content compatible with the LMS both in terms of "Can it run it?" and, importantly, "Can it track it?". In my experience, a LOT of the support issues are to do with tracking. The key question is, where does the LMS supplier's responsibility end and the authoring software supplier's begin? Sadly, the customer is often caught in the gap. I would always add support for compatibility and tracking issues to my requirements list.

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2 Compare different types of support and training options

The type of LMS support and training available can vary significantly depending on the vendor, product, and service level agreement. Common options include an online help center with access to documentation, FAQs, tutorials, and videos. Live chat is an interactive option for quick and simple questions. Phone or email support may be necessary for complex or urgent problems, however it may have longer response times and limited availability. Webinars or workshops can introduce new features, demonstrate best practices, or provide tips and tricks. Customized training is a personalized option that involves designing and delivering tailored programs that meet the specific needs of the organization. This can be conducted online or on-site.

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Martha Zumack

Digital Education | Learning Technology
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At our institution, the preferred support contact method is chat, while phone is rarely used. Consider the needs of your users and their preferences - do these match the support communication options on offer?

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3 Evaluate the quality and effectiveness of support and training options

Once you have compared the different types of support and training options offered by various LMS vendors, you need to evaluate how well they meet your criteria and expectations. To assess the quality and effectiveness of support and training options, you can use reviews and testimonials to gain insight into customer satisfaction, demos and trials to experience the usability, functionality, and performance yourself, and references and case studies to verify results, impact, and value.

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Martha Zumack

Digital Education | Learning Technology
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During the tendering process, find out how often documentation and support materials are updated. Is there a team dedicated to keeping support materials current as new features are released and bugs are fixed? Have a look at the product documentation. Do screenshots match what you see in product demos?

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4 Negotiate the terms and conditions of support and training options

Once you have assessed the quality and effectiveness of support and training options, you must negotiate the terms and conditions of using them with your chosen LMS vendor. When negotiating, you should take into account the scope, cost, and service level agreement of the support and training options. Scope refers to the extent and coverage of the options, such as the number of users, duration, frequency, topics, and formats. Cost entails the price and payment of the options, such as fees, discounts, invoices, and refunds. The service level agreement details expectations and guarantees of the options, such as availability, responsiveness, quality, and accountability.

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Martha Zumack

Digital Education | Learning Technology
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What is the minimum level of support your institution requires? Is a targeted response time of 2 days sufficient, or do you need much faster responses? Are your users going to rely solely on the supplier, meaning your users will need consistent, quick responses? Or is the supplier's support merely a back-up option for your own in-house help desk to turn to?

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5 Monitor and review the performance of support and training options

Finally, you need to monitor and review the performance of support and training options on a regular basis to ensure that they are meeting your needs and goals. To do this, you can use tools such as surveys and feedback to measure satisfaction, engagement, and learning outcomes from your LMS users. Additionally, reports and analytics can help you measure the usage, performance, and impact of your LMS support and training options. Collecting and analyzing both qualitative and quantitative data will give you a comprehensive picture of the effectiveness of your support and training options.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What are the best methods for evaluating LMS support and training options?

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1 Define your support and training needs

2 Compare different types of support and training options

3 Evaluate the quality and effectiveness of support and training options

4 Negotiate the terms and conditions of support and training options

5 Monitor and review the performance of support and training options

6 Here’s what else to consider

Digital Learning

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What are the best methods for evaluating LMS support and training options?

1

2

3

4

5

6

1 Define your support and training needs

2 Compare different types of support and training options

3 Evaluate the quality and effectiveness of support and training options

4 Negotiate the terms and conditions of support and training options

5 Monitor and review the performance of support and training options

6 Here’s what else to consider

Digital Learning

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