We had dinner with a couple of wonderful people on Saturday night and one of the conversations turned to the new hospital wide medical software that was recently rolled out. The couple we dined with were users of this software and had first hand experience with having to change to new tools. The approach for this project was everything changed and all the old was ditched.
Everything was replaced and each of the 1000+ users was given a mandatory 12 hours of training.
Do you see something wrong with this picture? It is not ditching the old (radical but it has it's benefits)
BUT 1 day of training does not a surgeon or doctor make and 1 day of training does not allow the users to master new tools, adopt and change their processes to functions, features and power nor even gives time for them to really think about how to embrace and get excited about the potential to alleviate headaches. It does create frustration and it is the frustration that then has to be managed. If on the other hand there is a major pro-active initiative that includes
My Mantra - Drip, Drip, Drip, Drip training needs to be first given in very small groups. Keep the training to 2-4 hours (brain overload after that) and ideally add some one on one for at least an hour each so that individual questions can be efficiently addressed.
Training should not end nor be limited to just face to face. Software changes every day, why not the human as well. Supplement training with a wiki (shared knowledge), 5 minute videos, reading material, weekly webinars and regular followup.
If you really want people to get the most out of the tools they have, then sit down with them and watch what they do, offer them insight into functions or features that might make what they do easier and listen, listen, listen. After listening, empower them - empower them to master what is offered, entrance them with the prizes for mastering and excite them with the potential to do what they want to do easier, better, with less hassle.