3.11 Training and Support

3.11 Training and Support

1. Types of training that internal and external members may need

   • Induction training
     • familiarisation with policies and procedures
   • Task-based training
     • how to carry out specific tasks
     • Re-training if task changes
   • Skills based training
     • use the skills to perform tasks

2. Training methods available

   • External courses away from the organisation
     • Lead by colleges and universities
     • gain knowledge and skills with an aim to progress their career
     • Not tailored to the organisational needs
   • External trainer delivering a course within the organisation
     • Lots of people trained at once
     • Tailored to the organisation so can be more helpful
     • Can have an impact on the organisation if lots of people are away from their desks
   • Internal trainer
     • Delivered by an employee with knowledge and skills to be passed on
     • May find it difficult to present to peers and peers may not ask questions for fear of looking foolish
   • One-to-one training
     • Friendly and reassuring
     • sit with them while they learn
   • Online tutorials
     • Step by step exercises
     • Provided by software developer
     • More interesting than paper
     • Work at their own pace
     • Cannot ask individual questions
   • Training manuals
     • paper based
     • Can choose sections needed to learn
   • Computer-based training
     • Simulated versions of the software
     • can be used repeatedly for new people/relearning skills

3. Factors to consider when selecting training methods

   • How many users need training?
   • Is expertise available on site?
   • Are suitable facilities available on site?
   • Are external courses available?
   • Can existing staff be spared to train others?
   • How often will the staff need to be trained?
   • Are good quality user manuals or CBT schemes available?
   • Users' skill level
   • Users' own preference

4. The difference between training and support

   • Training
     • The action of teaching someone a particular skill
   • Support
     • To help them overcome any problems and difficulties they encouter

5. Methods of supporting users

   • Software help files
     • On screen help
     • Have search facilities
     • Context sensitive help
   • Users guides and manuals
     • guides to intall, maintain, run and use the software
     • Can be difficult to understand
     • Third-party manuals
   • Off site technician/help desk
     • Size of organisaton and complexity of system will decide the number of support staff
     • Ensures rapid response to urgent issues
   • Existing user base
     • Other usesrs who know how to use it can help novices
     • Forums for q and a
     • Cost effective
   • External helpdesk
     • Contact by phone where problems is logged
     • Can be expensive
     • Response time might not be good
   • Email/chat support
     • Cheaper than telephone services
     • Email or online chat
   • Remote support
     • Log into system, identify problems and fix them remotely
     • Avoids engineer costs
     • Can effect security of system
   • Call-out support
     • Visit from a support engineer
     • Can be expensive

6. Factors to consider when setting up user support

   • Is there enough work to justify employing support staff
   • How complex is the setup to be supported?
   • How much support is provided free with software?
   • How much will a support contact cost?
   • What will it include?
   • How quickly will support be delivered?
   • Are there security issues with using external contractors?