David Weatherup, Executive Director of Education & Training, Telcordia

As an integral part of any program to introduce new technologies, processes and systems, organizations must also actively manage changes to job skills and roles. This can present real difficulties for those responsible for major programs. Present and future modes of operation need to be fully understood in order to educate staff effectively on the changes, and this is knowledge that is not always available in-house.

In addition, where new systems are being developed, or new network technologies being introduced, experts are already fully committed in the front line of implementation, leaving no capacity for user education.

The result is that while training is seen as vital, it’s also regarded as program-jeopardizing to run, painful to experience, and of limited effectiveness. It’s thus scheduled to take as little time as possible, and to take place as late as possible in the project lifecycle.

But with careful planning, supported by up-to-date technology and techniques, managers can construct much more successful education programs that positively contribute to driving adoption of new systems and processes.

At the Beginning: Training Needs Analysis

While end-user training is the most obvious deliverable from a training plan, it’s not actually the most critical activity. Successfully supporting users through change depends on effective planning, and this starts with understanding who is going to be affected by change, how, and what skills and knowledge they’ll now need to perform their new role with the new system. This is Training Needs Analysis, and is best performed right at the start of a project.

The resulting plan is the basis for transferring the right knowledge at the right stage of a project. As you’ll read later, it’s also the basis for building the vital operational support materials needed beyond system deployment.

Change Awareness Planning

Users will always be more responsive to change programs when they feel part of it, are aware of and empowered by it.  Even the most sophisticated of new systems can fail if users are unwilling to embrace the change. So any program of change should actively engage end users throughout the project, to anticipate change and even drive demand for it. The larger the program, the more critical it is to establish a well-structured plan of change awareness activity. Telcordia’s Education solutions include Change Awareness Planning as a key element of an overall program.

Product Training

Knowledge transfer and training materials are an essential a part of a software product release, every bit as vital to success as actual software or installation guides.

That means that when considering off-the-shelf products, buyers need to look not only for proven functionality and capabilities, but also at the supporting knowledge transfer materials and staff. Availability of dedicated, expert trainers avoids the issue of relying on critical implementation project resources for user training. In addition, trainers with a wide range of industry expertise can share additional knowledge of best practices or related domains such as telecom technology.

Flexible access to these materials is also key. The modern corporation now requires a range of options including traditional instructor-led training, scheduled and on request, and using either generic or customer-specific courseware, as well as self-paced e-learning. Flexible access, content and delivery options give end users the maximum opportunity to take advantage of innovations and change.

Beyond Training

The traditional approach to training will check users in and out of a classroom, and tick the box for % of people “trained.” But recognizing training not as an end in itself but as a critical part of a wider change management program leads to a more effective response to the real need. For example, as part of our Education Services, Telcordia provides post-deployment “job aids.” Based on the original Training Needs Analysis, the job aids detail the new system from a users’ perspective, explaining how to use the system to support specific business processes or perform particular tasks.

The availability of such non-traditional training materials helps engage users, reduces the reliance on critical project resources, and reduces the cost of introducing new systems.

Materials and Mechanisms

Product providers need to make significant investments to developing education content that is engaging, authoritative and accessible. Where it is impractical to hold in-person, on-site training, an extensive library of video education materials can still ensure effective knowledge transfer. In addition to trainers, this content can be enriched with in-the-field examples and applications.

Measuring the effectiveness of training is also a much richer experience than the traditional questionnaire.  Testing and feedback mechanisms, forums, online support and including application simulations provide further ways to measure the success of preparing and equipping users for change.

Prepared for Change?

Education is a determining factor in the success of innovation and change programs. With the right approach, careful planning and the right materials and expertise, training can be a powerful contributor to advancing the business smoothly.

For more information, please contact David Weatherup, Executive Director of Education and Training, Telcordia, at dweather@telcordia.com  or visit our website.