3.11 Training and Support

Types of training that internal and external members may need
1. Induction training
  1. familiarisation with policies and procedures
2. Task-based training
  1. how to carry out specific tasks
  2. Re-training if task changes
3. Skills based training
  1. use the skills to perform tasks
Training methods available
1. External courses away from the organisation
  1. Lead by colleges and universities
  2. gain knowledge and skills with an aim to progress their career
  3. Not tailored to the organisational needs
2. External trainer delivering a course within the organisation
  1. Lots of people trained at once
  2. Tailored to the organisation so can be more helpful
  3. Can have an impact on the organisation if lots of people are away from their desks
3. Internal trainer
  1. Delivered by an employee with knowledge and skills to be passed on
  2. May find it difficult to present to peers and peers may not ask questions for fear of looking foolish
4. One-to-one training
  1. Friendly and reassuring
  2. sit with them while they learn
5. Online tutorials
  1. Step by step exercises
  2. Provided by software developer
  3. More interesting than paper
  4. Work at their own pace
  5. Cannot ask individual questions
6. Training manuals
  1. paper based
  2. Can choose sections needed to learn
7. Computer-based training
  1. Simulated versions of the software
  2. can be used repeatedly for new people/relearning skills
Factors to consider when selecting training methods
1. How many users need training?
2. Is expertise available on site?
3. Are suitable facilities available on site?
4. Are external courses available?
5. Can existing staff be spared to train others?
6. How often will the staff need to be trained?
7. Are good quality user manuals or CBT schemes available?
8. Users' skill level
9. Users' own preference
The difference between training and support
1. Training
  1. The action of teaching someone a particular skill
2. Support
  1. To help them overcome any problems and difficulties they encouter
Methods of supporting users
1. Software help files
  1. On screen help
  2. Have search facilities
  3. Context sensitive help
2. Users guides and manuals
  1. guides to intall, maintain, run and use the software
  2. Can be difficult to understand
  3. Third-party manuals
3. Off site technician/help desk
  1. Size of organisaton and complexity of system will decide the number of support staff
  2. Ensures rapid response to urgent issues
4. Existing user base
  1. Other usesrs who know how to use it can help novices
  2. Forums for q and a
  3. Cost effective
5. External helpdesk
  1. Contact by phone where problems is logged
  2. Can be expensive
  3. Response time might not be good
6. Email/chat support
  1. Cheaper than telephone services
  2. Email or online chat
7. Remote support
  1. Log into system, identify problems and fix them remotely
  2. Avoids engineer costs
  3. Can effect security of system
8. Call-out support
  1. Visit from a support engineer
  2. Can be expensive
Factors to consider when setting up user support
1. Is there enough work to justify employing support staff
2. How complex is the setup to be supported?
3. How much support is provided free with software?
4. How much will a support contact cost?
5. What will it include?
6. How quickly will support be delivered?
7. Are there security issues with using external contractors?

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3.11 Training and Support

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	Created by Cerys Gill about 8 years ago