by Hillary Chambers
HEUG has put together this guide in hopes of making things a little easier for you and your team.
How do you support users with additional training and coaching?
Quality Staff Training
- Video Tutorials
- Instruction Guides
- Shared Folders
Create documentation (both written and video) that outline the appropriate procedure for a specific business process. Conduct additional meetings with individuals on your team to answer questions. It is essential that individuals have the opportunity to learn through different means. Therefore, more than one training and/or coaching method is imperative to help individuals master the business process.
- In-person training (1:1 or group sessions)
- Zoom training
- Weekly team meetings and regular communication to share updates and processes
- Presenting new or updated features at the annual full-staff meeting
Do you have best practice documentation? Do you find that your documentation is followed with little error?
This one is a little tricky…
Some processes have better documentation than others. We always try to provide detailed and accurate documentation but that is not always achieved. We request input monthly from end-users to help us identify where documentation is lacking so we can improve. This allows us to also find out why they don’t read or follow specific documentation so that we can adjust to the needs. If end users can’t follow documentation without making errors, we assume it is our issue to solve by improving documentation and providing additional training.
While documentation may be available, the user may not follow the steps as intended. This may be caused by confusion with the directions based on what is written, or based on the users’ previous experience. In order for the user to feel comfortable with the correct process, they must complete it successfully multiple times. A combination of learning methods is needed to help the users.
How do you keep up with changes in technology?
Well the HEUG of course!
A special thank you to our contributors:
Jessica H, DePaul University
Brooke R, PSU
Hannah B, College of Lake County
Amy B, Indiana University
Mary B, Sierra-Cedar
Sue C, University of Texas System Shared Information Services
Yvonne M, California State University, Chico
Tara R, UC Santa Cruz
Lauren B, UNT System
Carly D, MSU
Madeleine D, College communautaire du Nouveau-Brunswick
Stephanie C, University of Wisconsin-Platteville
Briana R, University of Virginia
Rebecca B, Ohio University
Mital N, UT Arlington
John E, Bowling Green State University
Nicole S, UW Platteville
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