When we think about technology training, our first thoughts are about training design and development for computer software applications and systems. But, really, technology training is much more broad, including topics from coding, to using hardware such as computers, tablets or smart phones, to maintaining and repairing complex machinery. The good news is that, no matter what kind of technology training you need to do, applying good instructional design and change management principles will help ensure a successful transition to the new way of working for your team.
We favor a multi-modal or blended learning approach to technology training. Consider the following components as an example of a blended learning approach to user adoption:
4. Instructor-led training with time for the learners to practice (and not just follow along with the instructor). The training will also cover knowledge checks and evaluations, including user self-evaluations, which you will use to follow up with the learners.
5. Follow-up coaching. This might look like a series of short sessions to address common questions and weak spots that are uncovered during training evaluations. Or it could be one-on-one coaching with learners to help them get up to speed.
6. Performance Support. Ideally, you should provide a help center where new users can get step-by-step instructions for using the new technology. Often this would take the form of a website or SharePoint location. Don’t forget to teach your learners how to access it.
The key message to take away is this: Don’t rely on a single training event.
Apply these best practices to help ensure a successful transition.
Adult learners need incentive and context when learning something new.
Related to the above, make sure you have a functional help system in place before launching any new technology.
Make sure the staff tasked with helping new users are experts on your technology and processes. They may not necessarily be the usual suspects in the I.T. department or on the Help Desk. Usually it’s best to create a help procedure that allows learners to first try to find answers on their own using performance support materials, and only then escalate to an expert if they are unable to do so. This will help control the volume of help calls that could be expected when first launching your new technology.
This seems obvious, but for some reason it’s often not. When someone very familiar with a software system gives stepped instructions they often fail to mention steps that are obvious (to them) but not obvious to the new user. For this reason, it’s important when writing stepped instructions to perform the procedure as you write. Alternatively, take notes of each step as you perform the task, then write.
Respect the limits of the human brain by limiting the training objectives and messages you’re providing at any given training, then repeating those messages and objectives in multiple formats over time.
By applying these principles you are more likely to recover from the impacts of the change you are introducing with the new technology. Your employees will be less stressed by the change, and the new technology will be up and running more quickly.