Info3- Training and supporting users

Internal and external users

types of training

induction training- the training carried out when a new employee joins an organisation

task-based training- trains the user to carry out a specific routine activity, such as filling in an on-screen data entry form or operating an EPOS checkout

skills-based training-aims to give the user transferable skills that can be used in a variety of ways to perform a range of functions.

Training users

• cost benefit issues

training methods availble:

• personal training
• courses
• external course away from the organisation
• external trainer delivering course within the organisation
• internal trainer
• one-to-one training
• online tutorials
• training manuals
• computer-based training (CBT)

Supporting users

software help file

• context-sensitive help-gives information based on what the user was doing when they pressed the help button.
• user guides and manuals- fewer manuals are getting printed and are electronic on the company website.
• on site technical/help desk- business have there own ict technicians and support offering assistance.
• existing user base- setting up a forum to help with peoples quires from people who already know how to use the software and hardware.
• external helpdesk- helpdesk provided by the manufacture
• email and chat support- a dedicated online chat, that is cheaper and can be done via e-mail.
• remote support- some companies can log into the network and investigate the problem.
• call-out support- engineer may visit the business or person with the problem

supporting users

factors that might influence a choice of support methods

• is there enough work to justify employing support staff
• how complex is the setup to be suported
• how much support is provided free with software
• how much will a support contract cost
• what will it include
• how quickly will support be delivered
• are there security issues with using external contractors

Interfaces for customers

bank customers

24/7 access using ATM's with keypad and limited number of options in sub-menus with instructions at the start.

Patients in a doctor's surgery

touch screen to sign in the appointment.

Online shopping

e-commerce website will make it easy for customers to find out the information they need, choose their goods and place their orders.