In Forte’s recent webinar, “How to Boost Your End-User Software Training and Support,” Mike Lee from the Siteman Cancer Center showed how he and his team built a successful, scalable training program. After a wide-ranging post-webinar Q&A session, Mike helped answer some attendee questions that we weren’t able to address during the webinar.
When working at a large organization, how do you best determine the exact needs of your users?
What do you know now that you wish you had known before you began developing training programs at Siteman?
Plan for continued learning. When brainstorming ideas to get continued learning content to our end users, we didn’t realize that there was already a free service available to us. Eventually, someone had informed us of this service but this meant having to recreate the newsletter from scratch with a different system.
Properly identify all training levels. For example, there was a group that hadn’t been identified until months after going live that we realized didn’t need the full CRA training we offered. This group only did retrospective chart reviews but still needed a role that would allow them to create a new protocol. The eventual work around to this was that a “limited” role was created in OnCore with only a third of the full CRA training needed, but we would have saved a considerable amount of time and effort if we were aware of this up front.
The last thing we wish we knew before developing these programs is to encourage study team groups (CRA, financial, etc.) to confirm their own work processes before we start creating training. While we can offer general training of how the system works, what really drives home training topics is if the end user can connect what they learn to their current workflow.
Have you ever considered offering alternative training methods for users who are unable to participate in your standard training programs?
Watch the full webinar to learn more about how to build a training and support program that sets your organization up for success.