Q&A: How to Boost Your End-User Software Training and Support

Mike Lee
OnCore Support Supervisor, Siteman Cancer Center
May 25th, 2017

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?

 Having a solid foundation of institutional and/or organization-wide standards is crucial when developing training processes. We had several meetings with department leaders before OnCore was implemented at our site to discuss a general workflow process for all groups, in terms of bare-minimum required fields, and leaving other areas of OnCore to the discretion of their particular department. Those standards turned into our current work instructions and training topics.

 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?

 Yes, our video training is designed specifically to help users who may not be able to physically come to in-person training, either due to disabilities or schedule constraints. We’re currently developing learning material through SabaCloud that will further accommodate our users through advanced eLearning, such as content available on mobile devices.

Learn More

Watch the full webinar to learn more about how to build a training and support program that sets your organization up for success.

Free On-Demand Webinar: How to Boost Your End-User Software Training and Support

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