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*****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 %%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%