Different requirements for internal and external u
Internal users such as senior management will need a basic understand of the ICT system at user level. Training should be based on gaining a working knowledge of the latest and future developements in ICT.
Middle management is responsible for implementation of ICT systems, development of policies and procedures and the allocation of resources. They would need to have a user level userstanding of the system.
System users will need training based upon the role of the organisation.
Internal staff are more likely to need an in-depth knowledge of the system.
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Training
When training is needed - induction for new staff, introduction of new system and legislation, staff promotion and improving performance.
CBT - the advantage to employees is that they can learn on a flexible basis. They can however, feel isolated. The advantage to organisations is that it is cheap.
External training - advantage is that employees are away from distractions in the workplace and can interact with others. Disadvantages is that the quality of the instructor may be an issue and training may not be relevant.
Internal training - can only be used when the organisation has an in-house training facility. Advantages is that courses can be designed specifically and no additional costs. The organisation also has a lot of control.
Cascade training - one employee attends an external course and teaches other members of the organisation from this.
On-the-job training - this method has flexibility and the employee can learn through practical tasks.
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Support
Support system database - the organisation records problems and supplies the user with the details for them to fix. This is free.
On-screen help - help is context sensitive and can be accessed very quickly.
Internet help - unofficial sites have FAQs. Forums offer specialised details.
System documentation - user guides. E-books can also be used which are cheaper, easily copyable, have more detail and search facilities.
Technical support & help desk - this can be in-house provided by the software development team. It can also be provided externally by professionals. The operator mush have good listening, communication and technical skills.
Remote access software - an engineer takes over the computer screen.
Factors to consider - financial issues, user expertise, critical timescale and organisation structure.
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Customers
Typical interfaces include the shopping trolley. It will have combo boxes, presence checker, option buttons and form verification.
Large internet traders use their own staff to manager their online interface. The maintenance of this includes the following factors: professional design and usability, secure shopping, web-based control, robust features and advanced marketing functions.
The type of interface used is linked to the business activity taking place.
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