The application has been developed and now it is time to implement it in your company's business processes. There are many steps to implementation, but one component that is often overlooked or underserved is training and support.
Training and support for the end user is crucial when implementing a software or web solution in a business. You can't just throw it out there and expect people to use it right away. You can't just order them to use it because it's what's best for them. Your end users have to know what's in it for them and how it will improve upon the work they currently do.
When it comes to providing training and support for new technology solutions in business, I've seen it go in one of two directions:
1.) Every feature and function is explained and demonstrated in a long, drawn out process to the end user - even those that don't apply to their specific job role (the cram and flush theory).
2.) Very little is shown or demonstrated to the end user. Minimal support documentation is provided and end users are left to feel their way around and figure the application out for themselves.
There is, however, a way to develop training and support for new technology solutions and not get too intensive with the training or provide too little to make it ineffective. There are five steps in to a process you can use to build effective technology training. It begins by understanding the person using the technology.
• Rationale - Why is knowing this information about this particular technology product important and what's in it for them.
• Objectives - What do they need to know specifically about the technology to do their job effectively.
• Activities - What activities will you have them do to learn the application (Note: studies in adult learning theory have shown that hands-on training provides a better learning experience than just "show and tell" demonstrations).
• Evaluation - Decide what you will do to test your learners to see if they fully acquired the new skills you taught them.
• Feedback - Tell them whether or not they are correct in applying their new skills. If they are not, re-teach and re-evaluate until it is correct.
By grouping the end-users based on job-specific roles you can design quick and easy training specific to them. In the end it is more meaningful to them and efficient for you in implementing a new technology solution in your business process.
Cram and Flush Theory of Technology Training Doesnt Work - To learn more about this author, visit Justin Beller's Website.
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Justin Beller
(Visit Justin's Website)
Justin Beller is formally educated as an
instructional designer and performance
improvement specialist with a Master's
degree in Instructional and Performance
Technology from Boise State University
(2000) and a Bachelor's in Visual
Communication from the University of Idaho
(1996). In his career he has worked with
companies in the Boise area such as Norco,
Inc. and Albertsons, Inc. on
computer-based and web-based training
initiatives, design, documentation and
development of support materials for
internal support applications as well as
traditional instructor-led training
programs.
His knowledge and experience in
instructional design and human performance
technology has been applied to subject
matter ranging from medical education and
industrial safety to marketing,
merchandising and distribution for the
retail food and drug industry. PinPoint
Performance Solutions was inspired by his
previous work at Hewlett-Packard where he
contributed to performance improvement
interventions and applied user centered
design, user acceptance testing and
evaluation methodology in the
implementation of content management
systems.
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PinPoint Performance Solutions Blog - Commentary on the integration of technology in business to improve overall performance through user-centered design, usability testing, workplace performance improvement and performance support systems.
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Treasure Valley Consultants' Network Blog - The official blog of Treasure Valley Consultants' Network featuring thoughts and commentary on the profession of business-to-business consulting in and around the Boise, Idaho area and beyond.
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Justin Beller's
Complete
List Of
Technology
Articles
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