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Training & Support (Choice of Methods (is there enough work to justify…
Training & Support
Training Types
Induction
new employees
familiarisation w/ organisation's ICT systems and policies
Task-based
operational level users
carrying out specific tasks
Retraining
if task/system changes
Skill-based
tactical level users
using one skill in various ways
Training Users
Financial factors
must be justified in financial terms (investment)
must be financially viable
minimum length of contract
Methods
Personal
1-2-1 training
friendly + reassuring
can ask questions
preferable by employees
costs more
Courses
External (colleges/universities)
recognised qualifications
part time
development of skills and knowledge
costs for individuals/groups can be negotiated
employee(s) far away
travel + refreshment costs
change in routine
not tailored to organisation/system
cascading knowledge/information
External trainer course
trains more people at once
no travel/accommodation costs
organisation must have facilities eg.: conference rooms etc.
trainer paid daily + travel costs = cheaper
tailored to system/organisation
users can support each other
Internal trainer
no training cost
can ask questions
familiar trainer = comfortable
trainer isn't working
Online Tutorials
can teach lots of people
usually provided by developers of generic software
users can work through/repeat at their own pace
Supporting Users
Software Help
User Guide
On-site Technician
Existing User Base
External Assistance
Choice of Methods
is there enough work to justify employing support staff?
how complex is the setup/system to be supported?
how much will a support contract cost and what will it include?
how much support is provided for free?
how quickly will support be delivered?
are there external security issues regarding external contractors?