I must be on the right track because I did order this book - received it on Saturday.Jen,
I highly recommend the works of Ruth Colvin Clark. She has written several books on elearning, but if you have to select one book, get
e-Learning and the Science of Instruction: Proven Guidelines for Consumers and Designers of Multimedia Learning
I found a (really) old .ppt I had started for When Employees Don't Follow Procedures. I might just start with that.