INFO 3 C9 - Training and Supporting Users (Training (Training Courses -…
INFO 3 C9 - Training and Supporting Users
Internal and External Users
Internal - Most users of an organisation's ICT system will be their own workforce
External - other people may have to use this system or an extranet connected to this system
Methods - if training is not good enough then it can cause problems for the employees later in life and also cost an organisation time and money
Computer-Based Training (CBT) - can use interactive software to step-through software. Work at their own pace. Can progress to new things or go back to reinforce old knowledge, is good because of this flexibility. Feedback can also be given to them and performances monitored
Training Manuals - a fairly old method, with fewer people using it. Useful when a technical approach is needed, but lots opt out for online resources. Flexible and can take place anywhere
Training Courses - Old chalk and talk sessions that take place in-house or at specialist training facilities. Very popular but expensive. Several people can work together and help in a course that is delivered by experts. Range:
External courses - carried out away from an organisation. These tend to be the courses that lead to external qualifications and used for professional development
Internal courses with external trainer - Within organisation but bringing in professionals. Reduced cost
Internal with internal trainer - tend to be skills or task based, with an organisation having total control over what is taught
Hands-on Training - One-on-one training can be very expensive but it is totally interactive. Operator can show other operators how to do particular tasks on a system
Audiovisual Training - this is a very popular as it only allows the operator to sit and watch, they can rewind forward DVD to gain training where they want. Any changes to the systems and new DVDs need to make. Can be overcome by placing small snippets on YouTube etc. All impersonal.
Induction Training - given to new members of staff joining an organisation and includes all aspects of organisation not just the ICT systems
Skills-based Training - training at a tactical level; aims to give users transferable skills so that they can use these on a number of different pieces of software.
Induction -> Task based -> Skills Training
Reasons for a Particular Course
The number of people needing training
What expertise is available on site?
Any other courses available?
Frequency of training
Training resources available
Users' own preference and skill levels
When training is complete support takes over - methods require different types of support
External Phone Helpdesk - A number of experts at the end of a number who can help by talking step by step through user problem
What is Logged ?
Name and contact details of caller
Nature of the Problem
Name version number of software
Specification of Computer
The OS in use
Any error messages displayed
License number of software (check if it is legal)
Support Engineers - If there is a problem that cannot be sorted in any other way, support engineer is called. Many larger organisations will use an online help desk - this will be reacted to an engineer personally or advice sent via an email
User Manuals - Come less and less popular as they get outdated quickly. If problems occur can use the book to find help. It is written for expert idiots - no jargon makes sense to average user of the system
Bulletin Boards and Discussion Forums - These provide online access to other people who use similar systems; however, a correct solution can be given Sharing experiences makes users more confident
Online Technical Help - available for new products; when a problem occurs online resources can be used to diagnose the problem or, following a program crash they can be instantly send error reports
Remote support - Very difficult for an engineer to visit a company to sort out problem - Remote is where the engineer can take over the running of the system and sort out the problems in question, some can take over servers
On-screen Help - Some systems allow you to press F1 in order to switch to online help, where some use assistants. They can be activated when an error occurs
How Does a company choose particular Support Method?
Enough work for in-house-technicians to be used?
How complex is the setup to be supported?
The level of support provided by the manufacturer?
The cost of the Support contract?
What is in the support Contract?
Speed and Level of Support
Forgotten during training and support. Should also have access to online help, telephone help etc. The better the UI the easier it is to operate - interfaces that Microsoft uses a good example, colours and layouts are the same across all microsoft softwares
Online Booking System - Online interface needs to be easy to use so customers can obtain what they were after, without having to travel to high street retailers
Online Appointment Booking System - Can be used by patients trying to book an apponitment - needs to be easy to use as user can become stressed
A cash Point machine - the interface on this machine needs to be easy to use with little input and little text to read. The screens 'touch-screen' but text needs to be large enough to see and layout needs to be clear