Zusammenfassung der Ressource
3.11 Training and
Support
- 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
- 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
- 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
- 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
- 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
- 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?