Systems training – dealing with the systems owner

Employee with notebook. Programmer or admin with PC. Vector

Last time I introduced Jayne, a new joiner to the company, to understand the end-user’s take on systems training. This time, meet Georgie. She is in charge of one of the systems the business uses. She has worked with it over many years and has got to know the ins and outs of it very well, including some of its little foibles.

Your job, as the instructional designer, is to somehow get all of that information out of her head and translate it into e-learning that will help people like Jayne use the system more effectively.

Here are my top ten suggestions for how to do just that.

Get the system owner to focus on what people really need to know

Ask the systems owner to focus on what people really need to do and try to keep the explanations as simple as possible. Sometimes they have spent so much time with the system they know it inside out and they may forget others are less familiar with it. They can get carried away with all its intricacies and want to tell you all about it when the end users might need to know the basics.

Ask them to sell the system to you!

Encourage them to provide you with an introductory overview of the system. Get them to sell it to you!  This content could be included in a short and punchy animation or similar at the start of the training.

Talk storytelling with the systems owner

Storytelling is a great way to engage learners and there is usually a story to be told with most systems. There is a process that needs to be completed. Discuss scenarios with the systems owner to put the training in the context of the user such as Jayne. These scenarios could be used for the final training.

Have meaningful data.

In which case you will need to make sure there is relevant and meaningful dummy data. It will make it easier for the learner if the data appears relevant

Can you create just-in-time demos to go with the training?

Consider creating demos for “just-in-time” training as well as for the e-learning module. This will minimise the need to go into too much detail in the formal training. This shouldn’t need the ‘story-telling’ context learning where the learner’s own need creates the context and relevance. You will need to consider where it will sit, though.

How will you capture the steps of the process?

Consider how you will capture the steps of the process with the systems owner. At the very least take screenshots of each step and include copious notes. If you have screen recording software such as Captivate or Camtasia that’s even better although bear in mind that these could be the rough shots and might not be appropriate for the final output – you might need to re-record them when you have a finalised script.

Take lots of notes!

Whether you use screenshots or recordings make sure you include copious notes so that you know not only what button to press but why.

Are you recording from the most up to date version?

Make sure that you have an up-to-date version of the system. You might be able to get away with slight differences such as a paler shade of green on the menu but not if buttons have a different name.

Give realistic timings for the project

Designing and developing systems training is not a quick process (although the time required will depend on the complexity of the system). Let the systems owner know how lengthy the process of going through the steps and reviewing them all could be.

Make sure you have an easy way for the systems owner (and others) to review the training

Consider how the review process is handled. One way is to create short demos (rushes?) of the steps and share these with the system owners and other stakeholders, possibly in conjunction with a Word document listing all the steps.

If you have any comments, feel free to add them below.