User training

System Fundamentals

Especially for complex systems, the relationship between training and the success of a system is clear. Types of user training include self-instruction, formal classes, remote/online training. The quality of the delivery of user training can affect the rate of implementation of the new system.

Real-world advice

Sometimes people don't know what they don't know. Face to face classes are probably the highest quality. Obstinate users who do not want to learn are impossible to teach.

We can evaluate different types of training by asking ourselves:

• how much money does it cost?
• how much time does it take?
• how effective is the training?

Do you understand this material?

A small business has a computer kiosk inside the store which allows customers to sign up for a email newsletter. If a customer signs up for a newsletter inside the store, they will get a 10% discount on their first purchase at the store. The owner hopes this 10% discount will be an incentive for customers to sign up for the email newsletter. The business will then regularly email the customers special offers and savings. The business owner expects to benefit from this system by having increased sales. The customers expect to benefit from this system by having access to special offers, to save money, and to see what is new and trendy at their store.

Question 1: What is the best way to train the business owner? Why?

Do you have an advanced understanding of this material?

A school of 900 students has a secure web-based application which manages attendance data. The school administrators carefully track attendance for the students so it can identify when students have been absent for a customizable threshold. For example, the school might set a threshold of 5 absences within 30 days, which then automatically notifies the student, parent, and teacher there is a problem with attendance. The threshold might be 3 times within 10 days, or something like that. The system keeps track of attendance and tardies. The system has customizable attendance codes. For example, "absence for school trip", "excused absence", "medical absence" are all allowed absence codes.

School administrators expect to benefit by having data about attendance so they can support students and parents to be in school. School administrators also expect to benefit by giving parents and students information about attendance (so parents can support their children to be in school). Finally, school administrators expect to benefit by using attendance data to apply for government funding (as they can prove how many students were in class on a specific day).

Parents expect to benefit by knowing when their children are in school or miss school. This way parents can support their children to be in school. Being in school is a shared value between the school and the parent.

Students expect to benefit by understanding how many days of school of they have missed. The school expects students to have a strong "ownership of learning" and manage their attendance.

Question 1: What is the best way to train teachers? Why?

Evaluating user training

Method	Advantages	Disadvantages
self-instruction	inexpensive lower time investment very flexible start using the software very quickly	You might not learn everything the product has to offer Users may focus on the absolute minimum You don't have an expert to help you learn the system You learn to use the program the incorrectly
formal classes	provides in-depth knowledge and skills you are learning the everything in the right order you can grasp the concepts you can ask questions highly trained (well-trained) it saves time in the long run formal classes often have marketable certificates	expensive takes a long time, often a full week if you get a bad teacher it might not be effective
remote/online training	the training is bespoke, highly individualized provides in-depth knowledge and skills you are learning the everything in the right order you can grasp the concepts you can ask questions highly trained (well-trained) it saves time in the long run formal classes often have marketable certificates the cost might be lower, as you are not paying for a hotel or flights, just the training	if your internet dies you are going to have a bad day expensive time consuming

Standards

• Evaluate different methods of delivering user training.

Assess the implications and limitations; make judgments about the ideas, works, solutions or methods in relation to selected criteria.

Provide an answer from a number of possibilities. Recognize and state briefly a distinguishing fact or feature.

Use an idea, equation, principle, theory or law in relation to a given problem or issue.

Assess the implications and limitations; make judgments about the ideas, works, solutions or methods in relation to selected criteria.