AASP DC Regional Symposium Wednesday, January 21, Presenters: Gail Ferris, Paula Palhus, Michael Ross Office of Development and Alumni Relations American University

 Why provide information systems training? Helps non-technical end users overcome “technology anxiety” Translate policies and procedures from the abstract to the concrete in implementation Motivate employees by showing that the institution is willing to make an investment in them Ensure that data is entered in a consistent way into the advancement database January 21, 2015AASP DC Regional Symposium 2

 Secure upper-management buy-in: training must be reinforced by “tone at the top” Upper management must participate in the training program Staff management and personnel evaluations must make it clear that using the system is an essential part of the staff members’ job January 21, 2015AASP DC Regional Symposium 3

 Know your end users  Broad range of needs, so training cannot be a “one size fits all” proposition; separate training usually required for query and data-entry users  Different learning styles; most may learn well in a classroom setting, but others may need one- on-one attention  Some users prefer on-line training to pace themselves; on-line resources can also be useful for refresher training. January 21, 2015AASP DC Regional Symposium 4

 Prepare documentation that will be relevant when users return to their offices Documentation should allow trainees to focus on the content of the class, rather than having to take comprehensive notes to use in the office Documentation must be written in plain, everyday language for all attending; use no jargon Use “cookbook” model, reducing complex processes to a series of steps Use screen prints liberally January 21, 2015AASP DC Regional Symposium 5

 Prepare the trainers Select trainers who have the necessary skill sets, as well as credibility with the users Ensure trainers are familiar with the setting in which the training will occur Organize “dry runs” for critique of training by representative users January 21, 2015AASP DC Regional Symposium 6

 Publicize the training program Poll users on times for training sessions that will fit their schedules Use multiple media for publicizing training sessions’ times and places Require advance sign-up for training sessions to firm up commitment to attend, as well as to ensure that sessions are not oversubscribed January 21, 2015AASP DC Regional Symposium 7

 The Training Sessions: Before the session:  Check that proper access has been set up for attendees before the session  Arrive early; give yourself time to check the facility and all hardware  Do not wait an excessively long time for stragglers, but try not to cover any critical material in the first ten minutes of the session January 21, 2015AASP DC Regional Symposium 8

 The Training Sessions  During the session: ▪ State the agenda for the training session and stick to it ▪ As with the documentation, use plain, everyday language; technical jargon loses trainees either by raising their anxiety levels or irritating them ▪ The Socratic Method, using questions to teach, helps keep trainees focused and participating, letting the trainer know if the message is getting through ▪ Allow time at the end of the session in case it takes longer than planned to cover the material, as well as to allow trainees to ask questions January 21, 2015AASP DC Regional Symposium 9

 The Training Sessions After the session:  Summarize material covered; should parallel agenda at beginning  Ask trainees to fill out evaluation forms, evaluating the training and the trainer, before they leave January 21, 2015AASP DC Regional Symposium 10

 Follow-Up to Training  Monitor feedback contained in evaluations and adjust program accordingly ▪ May require third-party review of evaluations to maintain objectivity  Provide follow-up support for staff; may be formal or informal ▪ Walking around to desks can indicate real use of training ▪ On-line support can work for some, but is often too remote January 21, 2015AASP DC Regional Symposium 11

Benefits of Formal Training January 21, 2015AASP DC Regional Symposium 12