You can have the greatest computer system around, but it is not worth anything unless users are trained and made part of the team effort to implement and run that system successfully. Users need to understand the importance of their role in using their computers. They need to see how their role helps them in their particular job and how they fit into the overall picture. A user that feels that they are beneficial to the company and are part of the overall team effort will have a share in the common success of your computer system.
Successful computer system administrators address the concerns of users. Users have a unique perspective that can only come from real life experience using the system everyday. They will be the first to notice problems or come up with ideas to make the system better. They care about their jobs. They will let you know what should be done to make their job easier, more efficient, and help them meet expectations. Users ideas and suggestions need to be fully appreciated and used to make improvements.
The most frustrating thing for a user is not having someone to go to when they have a question or concern. Leaving users to figure out a system on their own, or handing them a stack of manuals is not the right approach. Proper training and ongoing support will lead to a comfort level that will assure success. Users need to know that they are not alone, that help is available, and they should know where to go and be encouraged to seek that help. Sometimes we need to come in and assist in working with the technical support services of your software vendor. By allowing us, your technical people, to work with their technical people, we can work together to find a solution that we can bring back and implement in a non technical way. In other words, we can fight the technical support challenges for you.
Users need to understand their role and how their part in using the computer system effects others. They need to understand the importance of the information they put into the computer system and how it will be used. They need to see the overall picture and how they are benefiting the company. Users need to be trained on how to react to different situations and recognize when something is not right. By catching and reporting problems early, they can be more easily fixed before they become major problems. Users need to be trained in their particular role, as well as have a understanding of the roles of others through out the system.
By making us part of your team and having us go through the software training with you, we will be in a position to provide a first line of support helping your users get the most benefit out of the system. We are used to learning new systems and should be included in any training offered by your software vendor. By being trained ourselves, we are in a better position to train and support your users. It is not uncommon for us to attend training on a Practice Management, Accounting, or maybe a Point of Sale / Inventory system in order to better understand the software our customers use.
We can train you on the use and maintenance procedures of your computing system as well as common programs. Your specialized software package vendor is the best to provide training on their software, but we can take part in that training in order to better support your system and its users.