Managers and IT departments often rush to deploy the latest and greatest software without considering the need to train end-users in its use. A scalable end-user training strategy will make your new software deployment both a more cost effective and a happier experience for everyone involved.
Companies of all sizes spend a significant amount of their IT budgets on software. New desktop operating systems can enhance security and run more sophisticated applications, and those new applications can automate tasks previously done manually or provide easier and faster accomplishment of tasks previously performed using older software, thus enhancing productivity. But you won't see the bottom line benefits of these upgrades unless the end-users of the software can successfully make the transition. That's why it's important to plan an end-user training strategy before you roll out new software, and make sure the plan is scalable so it can grow with your company.
Setting training
goals
Your first
objective in providing software training for end-users is minimising any
productivity losses associated with the software transition. This means you
have to, as quickly as possible, get them up to the skill level required to do
their jobs at least as quickly and accurately as they were doing with the old
software (or manual methods). Then in the next phase, you want the software to
help users do their jobs more
quickly, accurately, and/or securely than before.
It's important to be realistic about the timeframes in which you expect to accomplish these objectives. These timeframes will be dependent on the complexity of the new software as well as the number of users who need training and their beginning skill levels. Upgrading to a new version of the same software already being used can present special challenges. Training might be expected to proceed more quickly because users are already familiar with a previous version. However, if there are many changes in the new version or it has a very different interface (such as the "ribbon" in Office 2007 that will replace the menus and toolbars users are familiar with in previous versions), users may actually find an upgrade more difficult than switching to a completely new software package because of their existing expectations.
Remember that all software packages aren't created equal, and neither are all users.
Assessing
end-user needs
An
important element in creating your training plan is to evaluate the technical
skill level(s) of those who will actually use the software on a daily
basis. Some software, such as a new desktop operating system, may be rolled out
throughout your entire organisation. Some application programs may be installed
only in a particular department (such as accounting software in the finance
department or illustration software in the graphic design department) or only
made available to employees with specific roles (for example, secretaries or
department heads).
In many cases, software end-users are not particularly technically savvy, but you may have different technical skill levels within a group. It's important in that case to provide different levels of training. Technical novices will need more focused, step-by-step instruction in basics, whereas more skilled computer users will quickly pick up the basics and benefit from more training that shows them how to use more obscure or advanced features of the software. Attempting to train the two groups together will result in the novices being overwhelmed and confused and the more skilled users wasting time that could have been spent doing their work.
Training delivery
methods
The next
step is to assess methods of delivering the necessary training. Again, there
are several factors to take into consideration:
- User skill levels as determined by your needs assessment
- Number of users to be trained
- Timeframe for rollout of the software (and whether you'll be doing it in phases or throughout the entire organisation at once)
