The IT team has installed a whopping new system, with great applications in place. Business is ready to get rolling. And then it hits the managers, no one, except the IT team knows how to use the system. Of what good is it then?
Or you could imagine another case scenario where you have a team of new recruits who have joined the business in different capacities. These are fresh from college and therefore, they most likely are not familiar with the systems used in your business. Thus, the process of onboarding becomes too long, frustrating and slow. They do not feel part of the team, they do not feel sure that they will reach their full productive mode anytime soon, yet the company continues to pay them.
It is the responsibility of IT to train users, not HR
Only one thing is lacking, IT training. Many companies have the best people and the best systems in place today, but they are not getting all the potential that they should get out of a system because of lack of training. In many traditional settings, the IT team just lays out the infrastructure, the connectivity and the applications and then leaves the users to use the system without worrying too much whether they use it effectively or not.
Businesses today invest in the best ERP systems to get the best out of every customer interaction, but the truth is that they do not get to harvest the full potential of the systems because of the lack of training. Now, one thing that every IT team in the world should know is that training users is not a responsibility of the business or the HR department. It is a responsibility of IT. By providing the required applications, you have done well. However, you still need to go the extra mile and train the users how to use the applications for the best of the business.
No business value if the users cannot use the applications
Look at it this way … when you have got the best applications running for the company but the people meant to use them do not know how, then the applications are bringing the company no value at all. Now, you would not like that to happen, would you?
It is the responsibility of IT to train the users, to hold their hands until they have learned the system and they are ready to get the full potential out of it. Actually, training the end users of a system is one of the ways that IT is seen to add value to business.
From the IT help desk, you should be able to know what kind of training is required. If you have a ticketing system, look at the tickets logged and the issues raised in those tickets. They will tell you a lot about the training needs of the users.
Use a mix of the traditional and new training methods
Do the traditional training methods, that is, live training on the web or class setting, self-paced training and super user training work? Of course they do. They may not be 100 percent effective, but they do work. Take the first one for example, a live classroom setting ensures direct interaction between the trainer and the trainees. The class is fun, but it costs more. If it is done on the web, it is a bit cheaper though.
If you use the self-paced training, will you be sure that the end users will dedicate their time to learning? Maybe they will, and maybe they will not. If you decide to use the super users to train their fellow end users, they could be too busy at their desks to do the task properly. However, training must be done. There must be a way.
IT does not have to restrict use training within the traditional methods only. There are better, shorter and very interactive ways of training. For example, the in-application training is one of the best methods since the users are trained to use the application while using it. They are apt to catch up fast and less likely to forget the details. In this case, the application has its inbuilt user guide. Then there are the short video clips, which help the users to answer the immediate questions on their minds. This is an instant problem solver.
Lastly, IT can also hold over-lunch quick sessions to help answer the users most pressing needs. These methods are effective, but perhaps the most effective of them all is the in-application training technique.