Posted by: datango AG | May 9, 2011

Getting end user training wrong. Again. And Again…

I just read this blog posting from Toni Bowers: Do your IT trainers really have training skills?

Toni does a great job prodding the bear and soliciting comments and votes from her readers – the sad news is that the majority of the respondants highlight IT training ‘issues’. It’s no surprise then that we’re continuing to see continued poor user acceptance as a barrier to realizing ROI from enterprise systems (see our earlier post).

There are a couple of solid strategies summarized by posters sprtcly1 and phil_hagerman but these only really apply (as the posters say themselves) to larger organizations with significant resources. So where does that leave everyone else?

Good end user adoption isn’t just about training (nor just about end user adoption for that matter). It’s about a solid process for the generation, delivery and management of materials required to support the introduction of a system change. All coupled with the right reporting metrics to assess success, failure or resource allocation. Done right, it’s highly impactful and exceptionally efficient – but it requires up front planning. I’d argue that the least effective approaches to end user training are where it is thought of ‘in a vacuum’ – an isolated event delivered and owned by an isolated group (read training department).

The two posters mentioned earlier speak about leveraging resources from UAT (user acceptance testing) as floor walkers for temporary go-live support. It’s a great notion, and it is exactly that kind of ‘re-use’ of prior efforts that can be applied across the entire implementation to allow greater user adoption without the resource requirements that are solely the domain of large organizations. It also happens to be exactly what our software does – it removes the redundant efforts typically seen on a project to provide enough time (and with fewer resources) to address the end user audience successfully and measurably.


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