When an issue is identified and a technical solution is developed to fix it, it can be easy to move on with the belief that the problem is behind you. It’s important to keep in mind, however, that IT support and security often require engagement and proper execution to be effective. To receive optimal benefits, here are five tips for training the people who interact with your technical solutions.
1. Clearly Explain What Is Expected
Many technical solutions require action from the people who receive their benefits or work closely with related systems. To ensure these actions are taken consistently, communicate with involved employees and consumers so they understand everything they must do to ensure the solution is a success.
For example, if you’ve developed an application that lets customers engage with the company in a fun way — with the intention of increasing brand loyalty — employees will need to meet that level of engagement for it to be effective. If employees aren’t aware that they need to dedicate some of their time to responding on the application, customers will end up with poor experiences they associate with your brand.
2. Sell the Benefits
People are generally good at following directions but will often go the extra mile if they have a greater understanding of why. Technical solutions that resolve an internal company issue often require participation from your employees. To increase compliance, make sure they understand how the original problem affected them personally and explain how the solution improves their experience.
The same can be said for solutions designed to improve customer experiences. Consumers being asked to change their behaviors need to be convinced their efforts are worth the benefits. Be sure to emphasize how important their role is in the solution’s success.
3. Keep Directions Simple and On Topic
Complex solutions have the potential to lose their maximum effect because they can feel overwhelming, making people less likely to engage. Simple technical solutions are ideal because they take less effort to make them work.
If your technical solution is more complicated, it’s a good idea to limit your direction to the specific engagement needed from different categories of people. If you’ve identified an issue in your supply chain and implement a new system that tracks current stock, future orders and anticipated demand, there may be a significant number of new or additional steps needed to make it function smoothly. Identify the individuals who need to participate and group them according to the actions they need to take.
When training, focus on each group’s expected contribution to ensure they fully understand their roles and omit the areas that are not part of their job function. This breaks a complex change into more manageable tasks, simplifying individual expectations.
4. Anticipate Weaknesses
When a technical solution is put in place, it’s likely that the full impact won’t be realized until everyone has had time to adjust. Expect that mistakes are going to be made, and plan for them in advance.
As you train people to properly utilize your technical solution, disclose any anticipated snags so they can prepare for them as well. This will help mitigate setbacks and let your people handle the pains of change with more grace, building their confidence at the same time.
5. Listen Closely
Finally, make sure you make time to listen to insights from everyone who will be affected. It’s impossible to know the details of everyone’s experience, so give them the space to identify how this change affects them and what can help them make the transition smoothly.
