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New Post 12/6/2007 3:01 AM
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User is offline sarbjit
21 posts
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CHECKLIST: User Training. 
Modified By sarbjit  on 12/6/2007 6:09:48 AM)

Hi to all !!

I have to give User Training for New software ( web based ) to be used on intranet.

I have prepared checklist to do as below.

1. The purpose of the software.

2.  Tasks the user will complete with the software.

3.  How it differs from previous versions or products it’s replacing (if applicable).

4.  Common problems users may encounter.

5.  Security issues related to the software.

User Category : Non- IT ( Finance,Admin,Sales team)

 

Any advise on how to make point 3. effective....?

What else can be included in the above checklist?

How I can make the training effective?

 

P.S its my first User Training

Best Regards,

Sarbjit,

Jr. B.A

 

 

 

 

 

 


Regards, Sarbjit | Jr. Business Analyst
 
New Post 12/6/2007 8:41 AM
Accepted Answer 
User is offline Adrian M.
764 posts
3rd Level Poster




Re: CHECKLIST: User Training. 

Hi Sarbjit,

The main thing on item # 3 (and related to item #2) is that the only differences/issues you should focus on are those which have to do with the user's tasks. So # 2 is very important in order to determine # 3.

What I would do is document (if not done already) what are the business processes and the tasks (even if just at the high level) that the users of this software are expected to perform. The process flow should include all the tasks in the process and not just the ones performed in the system. Then on step # 2 I would show how the software supports the desired business process and tasks.

Similarly, on item # 3, I would show how the new software supports the desired process (which tasks). I am assuming that the new software supports the desired business processes/tasks much better than the old one (or less we just wasted time and money).

Therefore, the differences between the software which have nothing to do with supporting the business processes and tasks are not relevant and do not need to be even mentioned in the training.

The users may also want to know:

Is there a training manual?
Are there any configuration settings which the users can/should manipulate?
Who would they contact if they have more questions on the software?
Is there an established technical support group?

Hope this make sense and it helps!

- Adrian


Adrian Marchis
Business Analyst Community Blog - Post your thoughts!
 
New Post 12/6/2007 8:44 PM
User is offline sarbjit
21 posts
9th Level Poster


Re: CHECKLIST: User Training. 

Thanks Adrian...

You have provided me good slight on Step # 2.

On Step # 3 ,Yes.You are correct.We have incorporated some new business needs.  

I have one question on Step # 2 suggestion. "Why do we need to explain the business processes again to the user?" . May be users are well aware of the business process. Is it fruitful step to do?. As I have mentioned, I will take the users on the new software usage.May be they will be happy to know the features of new software?.

Some more questions !!

Will I get some resistance from the users not to use the new software? Will the users come with critics for new software? 

Best Regards,

Sarbjit

 

 

 

 

 

 

 


Regards, Sarbjit | Jr. Business Analyst
 
New Post 12/6/2007 9:08 PM
User is offline Adrian M.
764 posts
3rd Level Poster




Re: CHECKLIST: User Training. 

You are very welcome!

 sarbjit wrote
I have one question on Step # 2 suggestion. "Why do we need to explain the business processes again to the user?" . May be users are well aware of the business process. Is it fruitful step to do?. As I have mentioned, I will take the users on the new software usage.May be they will be happy to know the features of new software?.

I was not suggesting that you explain the users their business process (they probably know it better than you since they do it day in and day out).  What I was suggesting is that you put the training of the new software in the context of the existing business process so that the users can understand why the new software is beneficial to them.

In addition - there are many users who have been doing the same tasks for a long time and they don't even know exactly why and how their work fits in the bigger picture.  Showing, at the high-level, the business process would be beneficial.  You don't need to spend a long time on the business process, just enough.

And yes, maybe they'll be happy to learn some new features however, while there could be many cool features, the only ones that matter are those which are going to make a difference in the user's day to day activities.  For example - if the new software has a feature which allows the user to view daily quotes that might be "fun" and "interesting" for a few minutes but the reality is that the end users probably don't need quotes (unless they are speech writers.)  ;-)

 sarbjit wrote

Will I get some resistance from the users not to use the new software? Will the users come with critics for new software? 

I would guess that you will probably get some resistance.  Most people tend to want to avoid change so you will get some complainers.  This is why it's even more important that you show your users what's in it for them.

If the software is customizable then you may even want to get and record the initial feedback your audience will have about the new software.

One more thing - consider starting your actual training with a high-level overview of the entire application (high-level) features without the users touching the keyboard or the mouse.  This way they will have a mental roadmap through the software.  Then you can proceed and jump into the details of how the software supports key tasks and processes.  If you have a training room/lab with computers for everybody you might want to go through examples first by yourself and have your audience pay attention.  Then it's their turn - give them exercises and activities to do while in class.

Best regards,

- Adrian


Adrian Marchis
Business Analyst Community Blog - Post your thoughts!
 
New Post 12/6/2007 10:22 PM
User is offline sarbjit
21 posts
9th Level Poster


Re: CHECKLIST: User Training. 

Adrain you are doing great !!

I have got your points now. 

  • Why new software is beneficial to them.
  • Show the users what's in it for them.

 Your idea is great to show the user examples and ask them to do activities in the class.

Best regards,

Sarbjit

 

 

 

 

 


Regards, Sarbjit | Jr. Business Analyst
 
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