Shop foreman and lead technician Jonathan Riggle hopped on board about five years ago after reading an article about the benefits of online training. A 22-year veteran of the automotive service industry, he now sees it as “a must” for shops to have Internet access to use the online technical resources and training materials available to the aftermarket. “We use the online resources all day, relying mostly on the service data archives on iATN or the factory Web sites, such as General Motors and Hyundai,” said Riggle who works for The Auto Shop Inc., in Phoenix.

E-learning can be broadly defined to mean any technology-enabled distance learning solution. According to IDC, a research company that focuses on e-business, e-learning will grow by 50 percent by the year 2005.

An Automotive Service Association (ASA) membership study indicates that most independent repair shops are equipped to embrace many of the industry's e-learning opportunities with Internet access common among 79 percent of mechanical repair facilities and 89 percent of collision shops. Career Impact

Aside from immediate access to information and training, e-learning has a unique set of benefits as experienced by technician Alan Gage, Roy's Auto Inc., Esterville, Iowa. Gage's first experience with e-learning happened more than a year ago when he joined the International Automotive Technicians' Network (iATN). “I'd have to say the greatest benefit is the confidence that it brings from being able to see that there is a whole world of techs out there who do care about what they do and take pride in their work,” said Gage. Located in a small rural community, he had a hard time finding anyone who shared his enthusiasm for his profession. Traditional training clinics made Gage uneasy since he usually didn't know anyone and found that he was half the age of most attendees. When he became active in iATN's online resources (www.iatn.net), he started making friends around the country and felt “a part of something.” “It really made a difference to me,” said Gage. He says it has also made him wiser in that he no longer looks at the industry based on his own personal experiences. “I see what techs and owners across the world are faced with on a daily basis, and it isn't all rosy. I know what I should be looking out for in the future,” said Gage.

With knowledge becoming the critical competitive advantage, just-in-time learning can be very important to businesses. “You can't help but learn a ton,” said Riggle who says he underwent the biggest change in his career when he embraced the industry's online technical resources and training. “I'm fixing a lot more cars faster than I ever did before and it's a direct result of online resources,” added Gage. Both also value the many contacts they have made through online education.

E-Learning Opportunities

There is a range of e-learning solutions available for experienced shop owners, managers and technicians, as well as entry-level technicians and students. The formats vary and include self-paced learning, collaborative learning and virtual classrooms.

In April 2001, ASA announced a new benefit with Melior Inc., that gives ASA members a discount on the company's Web-based training courses: Circuits and Meters, and Advanced Electronics. The Circuits and Meters course is three modules and the Advanced Electronics course is two modules. Each module includes essential information, interactive quizzes, real-world examples and hands-on interactive experiments.

According to Dr. Rodney Boyes, chief operating officer of Melior Inc., the company's Web-based courses include a tutor to assist by e-mail or phone. “There are several advantages for the employer including no employee travel cost, no lost technician time on the job, and access to training based on factory authentic material,” he said.

“With this benefit, we have made technical training available to people who haven't had access to it before. We've removed all the barriers; all the reasons that prevented people from getting the training before ... not the right day of the week, not the right place, not the right time ... and made training available without their having to leave the shop,” said Bill Haas, ASA Mechanical Division manager.

iATN has a number of online technical resources. TechNight is held every Tuesday night during which service professionals interact and exchange technical information and knowledge in real time on specific topics chosen prior to the event. Topics are initially announced on iATN's Technical Theory Forum to give technicians time to prepare for the discussion.

Technical topics for the classroom discussion have included scan data analysis, ignition systems, diagnostic challenges, fuel system diagnosis, heavy line issues, pressure transducers for diagnostics and a/c service. Some TechNight events are case studies during which a participant presents a vehicle as it came into the shop and others discuss how to diagnose and tackle the repair.

Vehicle manufacturer and government agency representatives will often join TechNight when topics focus on specific vehicles, new vehicle designs and government regulations.

“These special guests use TechNight as a place to gather input and feedback. When this happens, the TechNight group becomes very influential and has a tremendous impact on shaping the future of the automotive repair industry,” said iATN Founder Brent Black.

Riggle added, “When these special guests are present, you learn a lot of information that's not published in any manual.”

All TechNight transcripts are archived on the iATN web site for reference. In addition, iATN has a technical e-mail help system (TechMail), approximately 20 bulletin board-type forums, and a Technical Resource section that includes vehicle specific areas for Ford, GM and Toyota. Most recently, GM's Electrical/Electronics Course (Stages I, II and III), Fuel Injection Diagnosis, and On-Board Diagnostics - Generation Two, were added to this section. This area also has automotive service bulletins, a FedWorld EPA Clean Air Act database, generic OBD-II trouble code lookup, motor vehicle air conditioning information, the NASTF OE Service Information Matrix, government resources and a waveform library.

Tech-2-Tech (www.tech2tech. net) is a Web site with information and training products specifically for Honda technicians. The core concept is to provide a way for technicians to share service information “technician to technician.” The site has a library of service information, an index of technical service bulletins downloadable in PDF format, a Honda tech e-mail list, a discussion forum and a training center. The training center consists of training series about a common topic, such as fuel injection, anti-lock brake systems and OBD II. Each series consists of individual training modules, much like the chapters of a book. Each module can usually be read in 15-30 minutes. The modules are in a PDF format and can be read online or offline.

Another Web site, Flatrater Diagnostics (www.flatrater.com), focuses on GM OBD II diagnostics. Each week, subscribers are presented with a new driveability case study from GM driveability technician Jim Wilson. Subscribers also receive articles and archived material that can be downloaded.

Online Refrigerant Recovery and Recycling Programs

In March 2001, the National Institute for Automotive Service Excellence (ASE) announced an online version of its refrigerant recovery and recycling review and quiz. The online version ( www.asecert.org) is designed to serve as a technological complement to the institute's already popular booklet program.

The International Mobile Air Conditioning Association (IMACA), www.imaca.org, and the Mobile Air Conditioning Society (MACS), www.macsw.org, also have online training and certification programs for refrigerant recovery and recycle procedures. According to Joan Jones, IMACA's marketing services manager, the online technician's study guide and test is the quickest way to get certified. Once students pass the IMACA test, a temporary EPA-approved document, including their certification number, is issued immediately. Permanent credentials follow in the mail.

“We've had a lot of people take the online test,” said Jones. “What's particularly nice is if a guy gets hired and needs the a/c certification, he can take the test and immediately get the certification,” said Jones. To complete the process by mail usually takes two to three weeks.

ASE Test Preparation

ASE test preparation material has moved online in a range of formats. ASE now has test catalogs and registration booklets on its Web site, downloadable in PDF formats. These catalogs are intended to help technicians study for the ASE certification tests.

The ATCChallenge.com, developed by Delmar, a division of Thomson Learning, is a site for online ASE test preparation. Its content is updated often to implement changes in the test throughout the year. The site includes Practice Questions (with feedback and instruction), Sample Tests (with feedback and instruction) and a Spanish-English glossary with more than 5,000 automotive terms. It is designed to give automotive technicians who work day jobs the flexibility to study for the ASE tests at their convenience.

About a year ago, Kevin Sullivan, professor of automotive technology at Skyline College in San Bruno, Calif., launched www.autoshop101.com. Designed as an automotive training and resource site for automotive electronics, the site offers free online tutorials, ASE practice tests and technical articles. Instruction modules are appropriate for students and entry-level technicians, and cover subjects such as electrical fundamentals and circuits, control devices and circuit protection, understanding relays, battery basics and service, and understanding alternators. Sullivan reports an increase in his students' test scores as a result of having access to the online material. For students and entry-level techs, he sees online training and technical resources as supplements or refreshers that complement hands-on training. For newer techs, Riggle agrees. “Some things can only be learned through hands-on experience. Sometimes you have to break it before it really sinks it,” said Riggle.

Estimating

For the collision repair industry, auto body instructor and shop owner Mike Crandell developed an online estimating course offered through Carl Sandburg College's Online Learning Center (www.csc.cc.il.us/). The course, first offered in spring 2000, is for anyone who wants to learn the estimating process. “Most of my students have been people already in the industry who wanted to learn estimating, but the course can be for entry-level students as well,” said Crandell, who operates Smash Palace in Brimfield, Ill. Crandell chose estimating as the subject because it is one of a few aspects of auto body repair that he feels doesn't require hands-on experience to master.

During the eight-week course, students use a textbook to complete reading assignments and take online quizzes and tests that are graded automatically. Students can ask Crandell questions either by e-mail or telephone.

The Inter-Industry Conference on Auto Collision Repair (www.icar.org) offers its enhanced delivery training programs. These I-CAR programs on damage analysis, heating and cooling systems, electrical and electronics, and welding and cutting aluminum feature knowledge and performance-based training. Students receive a CD-ROM for self-paced learning that includes the textbook, instructor audio track, and video demonstrations of the classroom exercises.

CARSTAR (www.carstar.com) recently introduced an online university to provide training to employees of CARSTAR businesses. In addition, the collision industry has e-learning opportunities, such as online discussions, at other resources, including www.autobodyonline.com and www.autobodyaccess.com.

Interactive Classroom TV

Volvo, Ford and GM recently started using the ONE TOUCH interactive distance learning solution to offer training to their dealerships. This training tool uses a presentation server to reach, train and share knowledge with any number of employees at multiple remote locations. Dealer technicians and other personnel see and hear the presenter on a classroom TV and interact by pressing appropriate keys on an interactive touchpad, which has a built-in microphone and LCD message display. Participants can answer yes/no, true/false, multiple choice and numeric response questions from the instructor. “The ONE TOUCH system is really easy and helps ease the transition to distance education for people less familiar with PCs,” said Sara Ooka, industry communications manager for ONE TOUCH Knowledge Systems.

“No matter if you're a tech, service manager or shop owner, you'll see immediate benefits from participating in online education,” said Gage. “There's absolutely no reason for anyone not to at least try it and check out all that's available,” he said.

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