Deliver & evaluate training | best practices – Google Apps for Work User Manual
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Change Management Guide
89
Phase 3: Global Go-Live
Deliver & evaluate training | Best practices
For the best learning experience:
•
Conduct training as close to Go-Live as possible. If you conduct
training too early, your users might forget what they learned.
•
Keep an eye on the feedback you receive. Respond to any
actionable feedback items from users.
•
Plan for additional training sessions after Go-Live. Users might
miss their originally scheduled sessions and you’ll want to give them
an opportunity to attend training.
•
Consider hosting Q&A sessions after training. Some users have
more questions once they are using Google Apps. Ask trainers or
Google Guides to facilitate these Q&A sessions in the days and weeks
after Go-Live.
Use incentives to get people to attend training
Learning from Solarmora, a fictionalized company
The team’s executive sponsor said it best at this
point: you’ve planned, prepped, strategized, and
practiced. Now just do it. About one week before
the big day, Google Guides and the help desk
participated in special courses to prepare them
for their roles in the Go-Live support strategy. They
also delivered sessions geared towards specific
audiences in the company like the administrative
assistants and executives. The project team
continued to promote the eLearning course on
Gmail & Calendar Basics. Unfortunately, only
about 30% of Global Go-Live users had accessed
the course one week before Go-Live.
Oops! Andy didn’t consider ways to motivate
people to learn. Andy’s team knew that the Gmail &
Calendar Basics course was optional, but thought it
would be valuable for most users to complete. Andy
partnered with the IT department on a creative
solution to encourage users to complete the
course. The IT team was going to be distributing
webcams to users in the next month so they could
take advantage of video chat in Google Apps. Andy
got agreement from the IT team that users who
completed the Gmail & Calendar Basics course
would get the webcams first. The plan worked like
a charm. In just a week, the completion rate of
the Gmail & Calendar Basics course jumped from
30% to 60%.
“We mapped out all the little things that
people wanted to know. We used that
information in our training so people
knew what to do on day one.”
—Andrew Kneebone, Project
Manager, Visy
Visy is a packaging and paper recycling