INFO 33.11 Training and Supporting Users

Specification

1. The type and timing of training are dependant on many factors. Discuss these factors

2. When a new employee joins an organisation what is the first type of training they will experience?

3. There are two main types of training what are they?4. What are the potential benefits to an organisation of

providing training to their staff?5. ---NOTE---6. There are many training methods available, state 57. Explain each of the above methods and state who and when

it would be suitable for.8. What types of support are available to users?9. Explain each type of support available10. What factors might influence a choice of support method?

To consolidate you should be able to answer these questions…

11. --- NOTE ---12. What is an interface?13. What are the features of a ‘good’ ‘user

friendly’ interface?14. What features would you provide in an

interface to offer support?15. What interface would be ideal for an ATM?

Justify your answer16. What interface would be ideal for an ATM?

Justify your answer

To consolidate you should be able to answer these questions…

Type of training will be dependent on:◦ How many users need training?◦ Is expertise available onsite?◦ Are suitable facilities available onsite?◦ Are external courses available?◦ Are manuals or other methods available?◦ Experience of the user◦ The users knowledge and job role◦ The level at which the staff works e.g. operational/tactical/strategic

Timing of training will be dependent on:◦ Whether the user has used a computer before◦ Whether the member of staff is new to the organisation/department◦ Introduction of new hardware/software◦ Introduction of new legislations/procedures

11.1 The type and timing of training are dependant on many factors. Discuss these factors

Induction training

11.2 When a new employee joins an organisation what is the first type of training they will experience?

Task based◦ Trains the user to carry out a specific routine

activity e.g. operating an EPOS checkout

Skills based◦ Aims to give the user transferable skills that can

be used in a variety of ways

Skills updating and refreshing is also important

11.3 There are two main types of training what are they?

Cost benefit◦ Can improve staff productivity

Higher profits

Improved staff moral◦ Training can inspire and motivate staff◦ Shows the commitment the company has in them

Improved staff retention◦ Many employees want to professionally develop◦ Opportunities to further their knowledge, skills and

progression is a reason to remain in the workplace

11.4 What are the potential benefits to an organisation of providing training to their staff?

When deciding on whether to provide training or not, companies will weigh up the cost against reward

E.g. Companies that have a rapid turnover of staff (fast food chains) and/or many part time staff might not reap the benefits of training their staff

11.5 --- NOTE ---

1. Personal training (instructor lead training)2. On the job training3. External courses4. In house courses

a. By external trainerb. By internal trainer

5. On-line tutorials6. Training Manuals7. Computer-based training (CBT)

11.6 There are many training methods available, state 5

Personal training (instructor lead training)◦ Often use for specialised training◦ Expensive◦ Ideal for strategic staff / specific users requiring specific specialist training

On the job training◦ Learning whilst at work◦ Observation◦ Difficult to learn whilst still working◦ Little costs◦ Ideal for those who are unfamiliar with company procedures (maybe changing

departments – observe to see new role)

External courses◦ Shared costs for many attendees◦ Some courses (by commercial companies) can be very expensive◦ Provides opportunities to collaborate, share ideas and ask questions amongst your

peers◦ A good meeting point for new contacts◦ Some are run out of office hours so no work is missed◦ Employees are often asked to share their experiences/learning on their return

11.7 Explain each of the above methods and state who and when it would be suitable for.

In house courses◦ By external trainer

Often used to train many at once .g. when a new system is introduced

Location of training must be considered Expensive to higher trainer but potentially cheaper than sending

each member of staff on a course Staff are still on site if required to work i.e. emergency (should

be avoided) Good for team building and collaboration

◦ By internal trainer Costs are low Trainer has a good understanding of the organisation Will be able to tailor the training (know the staff and procedures)

11.7 Explain each of the above methods and state who and when it would be suitable for.

On-line tutorials◦ Delivered via the internet◦ Offered for free, paid subscription, part of a contract (bespoke

software)◦ Interactive, visual and audio◦ Can pause and work through at their own pace◦ Can replay and revisit areas that cause confusion◦ Is impersonal, can’t ask questions

Training Manuals◦ Usually paper based/PDF◦ Produced by the software developers/third party publishers◦ Step-by-step exercises◦ Selective choice of areas to focus on◦ Always readily available◦ Less expensive than training course◦ Is impersonal, can’t ask questions

11.7 Explain each of the above methods and state who and when it would be suitable for.

Computer-based training (CBT) Features:

◦ User follows simulated versions of the software to deliver sequences of operations

◦ Built in marking system◦ Makes use of multimedia◦ Used for tutorials◦ Game based training is growing

http://goo.gl/OCZt4 ◦ Testing and assessment can be built in ◦ Distance training

11.7 Explain each of the above methods and state who and when it would be suitable for.

--- NOTE ---

CBT is not simply used to train people how to use computers it can also be used to train people how to do certain tasks or how to react in different situations e.g. a simulator

CBT

Health and Safety training – spot the dangers

How to perform a specific task e.g. demonstrations and practical computer based tasks on how to operate a piece of machinery

Software packages often offer computer based tutorials

Others http://www.selfstudysource.com/

When should it be used? http://goo.gl/fgb59

What can CBT be used for?

Flexibility of where and when used (not limited to space and geographical setting)

Ensures consistency in the training provided

You can simulate scenarios that would be difficult to replicate

Materials provided using multimedia e.g. text, audio, video

Material can be accessed using a variety of hardware e.g. tablet, desktop, mobile

Can work through the training at your own pace

The training can be repeated until understood

Advantages of CBT

The software can be expensive

Loss of social element to bounce ideas off of peers

Potential of being distracted

Some packages don’t gauge the progress made and with no human input it is difficult to assess whether the training has been absorbed

Disadvantages of CBT

Training◦ Providing opportunity to develop skills, learn new

things

Support◦ Providing assistance

Difference between Training and Support

Software / On-screen help User guides and manuals On site technician/help desk Existing user base External helpdesk Email and chat support Remote support Call out support On-line support

11.8 What types of support are available to users?

Software / On-screen help◦ First port of call◦ Often has index and search facilities◦ Tries to use a natural language interface

User guides and manuals◦ Includes information on how to install, maintain and run the software◦ Point of support not training◦ More suitable for experienced users

On site technician/help desk◦ Companies interests at heart◦ May need further technical support from experts◦ Help desks allow technicians to prioritise requests and log regular

problems

11.9 Explain each type of support available

Existing user base◦ Experienced users can help those less experienced◦ Free support

External helpdesk◦ Helpdesk provided by the software manufacturer◦ Usually made by telephone call◦ Details of problems logged◦ Frustrating for the user (logged, passed on to technical team, call

back etc.)◦ Costs can be per call or contracted

Email and chat support◦ Free to communicate◦ logged

11.9 Explain each type of support available

Remote support◦ Contractor can access machines from outside the organisation to

resolve problems◦ Affects level of security

Call out support◦ Potentially expensive to have support engineer visit onsite◦ Maybe cheaper than employing full time technician

On-line support◦ Forums◦ Bulletin boards◦ FAQ’s (problem maybe logged and solved previously)◦ Free◦ May have to search through many threads◦ Reliability?

11.9 Explain each type of support available

How critical the system is to the organisation If the company is whole dependant on the system Expertise available within the organisation Skill level of the employees How different the new system is from the one it replaces The number of employees Is there enough work to justify employing support staff? How complex is the setup? How much support if provided for free? Cost of the support What will the support include How quickly is support delivered Any security issues?

11.10 What factors might influence a choice of support method?

Companies are able to provide training to their employees but not always to their customers.

Therefore it is essential they provide user friendly interfaces if they expect customers to interact with their systems e.g. ATM machines, e-commerce

11.11 --- NOTE ---

When customers interact with a new system they will need guidance at the point of input.

This guidance/training could be provided by:

◦ Providing detailed instructions◦ Providing examples, visual illustrations of what is

expected◦ Providing video tutorials that demonstrate how to

use the interface

Customers

The point at which the user communicates with the system

Refers to both the hardware and software

E.G.◦ Think of a sat-nav system◦ Touch screen interface (hardware)◦ GUI (Software)

11.12 What is an interface?

Clear Simple Easy to use Intuitive

11.13 What are the features of a ‘good’ ‘user friendly’ interface?

FAQ’s Step by step instructions Search facilities Prompts

11.14 What features would you provide in an interface to offer support?

Menu driven interface◦ Options are predetermined◦ Intuitive (step by step instructions)◦ Prompts◦ NO TRAINING REQUIRED

Touch screen◦ Simple to use

11.15 What interface would be ideal for an ATM? Justify your answer

GUI interface◦ Familiar graphics used to prompt user◦ Structure of content familiar (top-to-bottom, left-

to-right)◦ Search facilities and FAQ’s accessible via help◦ Contact details present on each page

Keyboard and mouse◦ Familiar hardware

11.15 What interface would be ideal for online shopping? Justify your answer

Past Paper Questions

Past Paper Questions

http://goo.gl/8fbZk last 4 paragraphshttp://goo.gl/KEeDo excellent suggestions

Past Paper Questions

Past Paper Questions

Past Paper Questions

Past Paper Questions

Past Paper Questions