3.8 Training and Supporting Users

3.8 Training and Supporting Users

1. 8.2

   • Internal Trainer
     • In house training courses could also be delivered by an employee of the organisation. this may be a member of the ICT department or by an employee with specific knowledge and skills that need to be passed on.
     • the person delivering the training is removed from the 'day job' for the duration of the training and so there may be an impact on the organisation for that reason.
     • some employees may find it difficult to deliver training to their peers and it is important that all parties concerned treat the training seriously.
   • One to one training
     • There are times when the best way to show someone how to do something is to sit with them while they do it.
     • Personal training methods are preffered by many people because they are totally interactive. Users can ask questions and discuss and receive a personal response in a way that it is not possible to deliver by any method.
   • Other Methods
     • Online tutorials are delivered via the internet. these can be a set of step by step training excercises that can sometimes simulate the operation of the software
     • If it is specially tailored, bespoke package then the provision of online training might be included in the contract.
     • Advantages:
       • Online tutorials are interactive and the practical nature of the tasks tend to be more interesting than paper based tutorials would be
       • Users can work at their own pace, at a time convinient to them.
       • It is possible to replay the tutorials as often as the user needs to.
     • Main disadvantage:
       • it is impersonal and the user cannot ask individual questions.
       • There may also be a lack of impetus to complete the training, as busy users may struggle to find the time to complete the training if a specific time is not allocated for it.
   • Training manuals
     • User training manuals are usually paper based, although they may come with a CD that contains the files needed for the exercises. They may be produced by the software house that produced the software, or by a third party publisher and are widely available for popular generic packages.
     • Advantages:
       • It is easy to select those parts of the system that the user needs to know about rather than working through all tutorials.
       • The manual is always readily available for reference.
     • training manuals are much cheaper training courses.
   • Computer based training
     • uses simulated versions of the software to deliver sequences of operations that the user can follow.
     • the software can select different pathways depending on the response, so that the user is guided at an appropriate speed to maxamise their learning.
     • Factors to be considered:
       • 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 staff need to be trained?
       • are good quality user manuals or CBT schemes available?
       • User's skill level
       • User's own preferences