1. BSBCMN205A Use Business Technology Session 6 1 Process and organize data

2. Training 2 Regardless of the ‘user friendliness’ of the system, training for some staff will be required. Unfortunately training is often the section where the most cost cutting occurs. The costs of poor or inadequate training are not obvious and are often hidden, whereas the cost of training is obvious and cannot be hidden. The first step in the training process is to decide who will be active users of the system.

3. What do you need to consider? 3 1. What skills will these people need? 2. How long to train? 3. Where the training will take place - offsite or in-house 4. When to train? Prior, during or post implementation*. * A computer system implementation would be the installation of new hardware and system software.

4. Success This is the stage when you start hearing statements such as “This is the greatest decision we’ve ever made” or “Why did we wait so long for this?” 4

5. Help Desk What is a help desk? For a Help Desk training manual see www.umcrookston.edu/helpdesk/Help%20Desk%20Training.doc For a Help Desk Tracking system manual see https://helpdesk.riosalado.edu/admin/body/Helpdesk%20Syst em%20Training%20Manual.pdf

6. Definition of: help desk A source of technical support for hardware or software. Help desks are staffed by people who can either solve the problem directly or forward the problem to someone else. Help desk software provides the means to log in problems and track them until solved. It also provides the management information regarding support activities. See tech support.tech support

7. Help Desk

8. Online Help What is online help? See http://en.wikipedia.org/wiki/Online_help Have you ever accessed on-line help? How could online help be used in your workplace? See http://support.microsoft.com/http://support.microsoft.com/

9. Forward Looking Issues in Hospitality Videoconferencing - Skype Wireless Networks Voice Over Internet Protocol (VOIP) 9

10. Activity 10 You are required to put together your proposed Business Technology training and implementation plan for your hotel. Consider the implementation will take 12 weeks from testing through to training and final installation. What kind of manuals, training booklets or on-line help/help desks will you use to assist staff?