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Subject:RE: Making them read the documentation From:"Padova, Kathleen" <kathleen -dot- padova -at- paytrust -dot- com> To:"TECHWR-L" <techwr-l -at- lists -dot- raycomm -dot- com> Date:Thu, 26 Apr 2001 19:08:45 -0400
Sella wrote:
<snip>
Lately I've been trying to get the documentation introduced in training. If
the trainer includes a short introduction to online help or written
documentation, or even better uses it (or encourages use) in class, people
become familiar and comfortable with it. Later, when a question forms in
their heads, they think they know right where to go for the answer, they'll
do that.
<snip>
I did that when I was involved in developing the training for scores of
field reps. Early on, I included an introduction to the help and online
reference. Later in the training manual I included looking up items in the
help as part of exercises (The customer wants to add hand-held scanners,
find the configuration script for this make and model in the online
reference and .... )
I also added margin notes when something could be looked up in the online
help such as obscure error codes or rarely used rate tables. I don't think
many of the reps ever looked at the training manual after training; but as
Sella said, it got them used to the idea of looking in the help.
Wherever I worked, I tried to grab the ear of a trainer to get "using the
available documentation" included in the training. I haven't encountered any
resistance yet. Most places have understood the benefit of freeing up the
engineer's time by "empowering" the field reps (installers, CSRs ...) with
knowledge, or at least getting them to try and solve issues before calling
an engineer.
As some posters have mentioned, even pointing out the documentation won't
work with all people. They just want to talk to a person.
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