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The ultimate goal of new software is to improve the way people work.  All too often is this the forgotten part of IT training because that responsibility is not part of the IT department.  IT wants to teach the features of how an application works.  It’s also because “hard” skills and “soft” skills are taught by different people or different parts of the organization.

Here is just one of many examples I’ve seen.  Company A builds a wonderful customer data base for front line salespeople to use.  The training focuses on how to enter customer’s into the system, access customer information and run reports.  However, company A  has never captured customer information in any detail.  It will take months or years to get all the information into the database.  Salespeople have never used this type of tool for prospecting or account management.  Marketing has never used a database program to do target marketing.

As a result, everyone goes through training and the program is seldom used and everyone forgets how to operate the program.  Does this sound familiar?

The solution is to teach how the job will change.  For example, how do I manage MY accounts using the new program.  This  includes how they salespeople will get the information to put into the program.  Salespeople are then taught only the program features they need for this task.

Photo Uploaded on May 9, 2007 by CellPhoneSusie

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