As online learning merges with content management and knowledge management, the metrics for evaluating online learning will evolve. This article is a good guide to the metrics currently in use by the knowledge management community. It also describes a number of measurement techniques, including my favorite, "double jacking" (where one person listens in while another handles a sales call or customer enquiry). In a nutshell: "Determine tangible business goals for the project, identify key business metrics that are directly related to these goals, identify supporting implementation, customer service and cultural metrics, and use best practice approaches, such as measuring a baseline, or using a control group, to ensure that the metrics are effective."
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