*****apologies for cross posting********
DESKTOP DELIVERY: SUPPORT FOR THE END-USER
DATE: 17TH NOVEMBER 1998
INTRODUCTION:
The decision to deliver information to the desktop brings with it a
requirement to support the user in using the material successfully. The
ability to deliver effective training first time increases efficiency
for everyone and allows information staff to use their time more
effectively. Information professionals are increasingly committed to
end-user training. This course presents the opportunity to gain the
appropriate skills.
OBJECTIVES:
The course is for the information professional who recognises the impact
of end-user access and the changing role of the information
professional. By the end of the course delegates will have:
-acquired practical techniques to support work with the end-user
-examined methods of gathering feedback
-examined the ways to measure effectiveness of these systems
-gained techniques for dealing with questions and unforeseen problems
LEADER: Adrian Holme
PROGRAMME:
09.30 Registration and coffee
09.45 Introduction
-the changing role of the information professional
10.00 End-user access to information
-why? what? who? how?
(specialist / non-specialist systems / information overload); costs -
system costs include training and support - negotiation;
11.15 Coffee
11.30 Training - a practical approach -Part 1 Preparation:
identifying and assessing training needs; planning the programme and
form of training (in-house or external training?, customising training);
environment; aims and objectives; writing the training programme;
handouts; audio-visual aids; other materials
12.45 Lunch
13.45 Training - a practical approach -Part 2 Delivery
training skills (presentation, communication, delivery techniques,
listening etc.);
14.45 Training - a practical approach -Part 3 Feedback and Follow-on
Training
evaluation; training feedback, monitoring the effect of training /
monitoring system usage and impact; responding to feedback; refresher
training
15.45 Tea
16.00 End user support
- distinguishing various needs for support (IT, system provider,
information centre); help desk function?
16.15 Impact on the information centre/department
-of the initial training and the ongoing support
16.30 The future: the human interface; the training and support role
in the information centre
16.45 Conclusions and close of day
FEE:
£245.00 + VAT (£287.88) includes buffet lunch and refreshments.
VENUE:
TFPL LTD (see address below)
_________________________________________________________
tfpl ltd
professional development division
17-18 Britton Street tel: 0171 251 5522
London EC1M 5TL fax: 0171 490 4984
www.tfpl.com
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