Training and supporting users

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Internal and external users

The majority of the training work carried out by the organisations will be delivered to internal users (the employees). There will be external users where the training is needed for them to interact with the organisation. An example could be a supplier logging on the organisation's network (extranet)

Types of training

Introduction training- when a new employee joins an organisation, they will undergo some training.

Task-based training- To show them how to carry out the specific task that is required of them. For operational level users, the task-based training may be all that is required to carry out specific, daily tasks.

Skills-based training- If a person is trained to set up spreadsheets, they can use that skills to carry out a variety of tasks that uses the spreadsheet. For tactical level, the manager needs to be bale to present the result of data analysis in the most effective way.

Training users

Cost-benefit issues- training will always have to be justified in financial terms. For any organisation the cost of training should be seen as an investment that will result in some form of increased productivity and hence higher profits and the cost must always be balanced against the rewards.

Training methods

Personal training- it is a method where the user is trained by another person, either from inside or outside the organisation.

One-to-one training- it is the best way to show someone how to do something isto sit with them while they do ttheir job

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Other methods

Online tutorials- It is delivered via the Internet. These can be set of step-by-step training exercises that can sometimes simulate the operation of the software.

Advantages for users

Online tutorials are interactive and the practical nature of the task tends to be more interesting than paper-based tutorials would be.

Users can work at their own pace, at a time convenient to them.

It is possible to replay the tutorials as often as the user needs to

Disadvantages for user

Online training can be cost-effective for the organisation because they can be used many times and the training that is delivered is consistent.

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 to it.

Training manuals

It is usually paper-based, although they may come with a CD that contains files needed for the exercises.

Advantages of training manuals

It is easy to select those parts of the system that the user needs to know about rather than working through all tutorials.

It is always readily available for reference.

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Supporting users

Anyone who uses ICT regularly, however knowledgeable or experienced, is likely to require support from time to time, with complex software operating in multi-user environments it would be surprising if things did not go wrong and sometimes users need help and reminders to carry out less familiar tasks.

User guides and manuals

Fewer software packages come with printed manuals than was previously the case, and many now supply only the most basic installation on paper, they prefer to include electronic versions on the media on which the software is supplied or on the support are of the company website.

Third party manuals

They are often available at a range of levels to suit different users and may carry a mixture of training and support information. These are likely to be available for popular generic software packages.

On-site technician/helpdesk

Larger organisation usually have their own ICT technicians and support staff who help users through difficulties of software, hardware or both. The size of the organisation and the complexity of its ICT systems will affect the number of support staff and technicians employed by an organisation and the range of roles they are expected to carry out.

Existing user base

Other users who already know how to use the software or hardware can be a useful source of support for users. In any organisation it is likely that if a problem occurs for a novice user, someone else in the organisation will already have met and solved it.

External assistance

External helpdesk

This is a helpdesk provided by the software manufacturer, or a company with whom a support contract has been negotiated.

Email and chat support

Some helpdesks offer support via e-mail or dedicated online chat. This tends to be a much cheaper way of offering support than a telephone response from a support engineer and many companies encourage their users to use it rather than phone.

Remote support

As part of a support contract, some companies may set up an arrangement where they can log into the organisation's network and investigate problems and carry out solutions remotely.

Call-out support

A visit from a support engineer may sometimes be the only way to solve a problem, although it may be expensive. Some contracts include onsite service, while others charge for each visit. This may still be cheaper than employing a full-time technician if there is not enough work to justify a permanent appointment.