Don't you think the lack of end user training makes IT look bad at the company? It amazes me how some companies don’t see the value of proper end-user training. They’re willing to pay thousands of dollars for a new product that is supposed to improve productivity but aren’t willing to do the one thing that will help with that product’s adoption in the enterprise. A good end-user training strategy will make new software deployments more cost-effective. You get the full value of the new product by using it to the fullest - right?
And I understand how frustrating it is for IT when they’re work is not used simply because end-users don’t know how to use it. In addition the help desk is now flooded with help or panic calls.
If your CIO agrees with you about the need for a formal training program, he should create a business case for it. Be sure to include as many numbers as you can to make your case, stressing the bottom-line benefits. Without them, the concept of training can seem kind of soft to those who don’t get it, and a significant expense. The end user training should be included in the project plan and in order for a end user to get their login credentials, they need to complete their training. I would also recommend you record the training session(s) - both audio and video for future use. You will have new hires coming in the future and they should receive the same training. Never a good idea to have co-workers the only form of new hire training - they will learn bad habits, shortcuts and maybe even the wrong way.
I find the trend, more so when budgets are tight, that training is one of the first things to go away. You will hear comments like - read a book, they are smart folks they can figure it out, IT can teach them and other offensive comments. What do you really get in that approach is just trying to get by, rework, frustration or even lack of adoption of the new product in the enterprise. When budgets are tight, you need to increase productivity, efficiency and morale - to get those 3 components, requires appropriate training.
I propose to you that all new applications, software or hardware comes with training. Believe it or not, even IT professionals need training. Having your staff with the right knowledge and tools to do the job is a key to success and a good ROI. If you can't afford the training - can you really afford the new product or application? Don't take shortcuts that will have a long term impact.
Stay engaged and stay positive!
Scott Arnett
scott.arnett@charter.net
About Me
- Scott Arnett
- Scott Arnett is an Information Technology & Security Professional Executive with over 30 years experience in IT. Scott has worked in various industries such as health care, insurance, manufacturing, broadcast, printing, and consulting and in enterprises ranging in size from $50M to $20B in revenue. Scott’s experience encompasses the following areas of specialization: Leadership, Strategy, Architecture, Business Partnership & Acumen, Process Management, Infrastructure and Security. With his broad understanding of technology and his ability to communicate successfully with both Executives and Technical Specialists, Scott has been consistently recognized as someone who not only can "Connect the Dots", but who can also create a workable solution. Scott is equally comfortable playing technical, project management/leadership and organizational leadership roles through experience gained throughout his career. Scott has previously acted in the role of CIO, CTO, and VP of IT, successfully built 9 data centers across the country, and is expert in understanding ITIL, PCI Compliance, SOX, HIPAA, FERPA, FRCP and COBIT.
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