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User Training  

"Change management  and user training are used to ensure that the people running with whatever is being built have the skills and the processes to perform their jobs after the project is completed."

Common Problems

"The table below identifies some of the common problems within the user training category, key considerations, and some suggested questions that can be included in your assessment questionnaire."
Problem Description
Suggested Questions
User training that is provided too early in a project will be forgotten. User training provided too late in the process may result in negative perceptions about what the project is trying to achieve.
Who needs to be trained? When do they need to be trained?
Too high level
High level training needs to be augmented with separate, very detailed training courses. Training that has a half day overview, along with several multiday courses on different topics can be considered.
Who's on the list to be trained? What do the users need to understand about the project scope and objectives, in order to perform their own jobs effectively? What do they need to understand in order to do their jobs?
Inappropriate audience
Everyone in the organization does not require the same type of training. Create separate training courses to support different roles in the organization.
Which departments need the training? Are there groups that do not require the training?
Not enough
Do not assume that one or two courses is going to be enough.
How deep do we need to go in the training? For whom?
No refreshers
One-time training may not be enough. Give employees access to training materials so that they can retake courses according to their own needs. Training materials should be offered over an intranet for easy access.
How can employees retake the training at some later date?
Missing something
This involves incomplete training courses that do not provide sufficient information on what the project is trying to achieve. Provide access to Help desks, coaches, and mentors to deal with these situations.
What happens if the training has not answered my questions?

The above is an excerpt from a book written by Sanjiv Purba and Joseph Zucchero, published by McGraw-Hill/Osborne, 2100 Powell Street, 10th Floor, Emeryville, California 94608 U.S.A. Sanjiv has over 20 years of experience managing large projects and many years engaged in rescuing ailing projects.