The challenge was to present training material in a usable way that was effective and where results could be measured.

Methods for communicating with franchisees were paper based. Major updates to large documents held in binders could only be done periodically. Interim updates required franchise staff to update binders themselves. Timely transmission of weekly notices was done by fax.

The logistics of paper were secondary to an organization that was new to web and trying to balance marketing efforts against operational efficiencies.

An initial visioning report illustrated how a web site could provide efficiency. The goal was to set a direction and build up knowledge within the organization. Then work began.

• Quick hits were identified. Faxes were changed to emails and instant savings were realized. Reference manuals were put online creating a single up to date source of information.
• Some manuals were converted into database applications where their content could be easily searched and cross-referenced. The nature of these documents evolved.
• M&M staff were trained on how to publish to the extranet and responsibilities were transferred internally.
• Acceptance was tested with small influential groups having initial access, followed by an internal roll out and finally a nation-wide launch to the franchisees.