A small team of both user and IS professionals can do wonders to unearth the issues. Depending on the type of system, the team will designate three to five areas on which to concentrate. If the new system involves workflow, for example, the team will need to explain to employees how documents and messages pass through the system. Citing real-life examples in the initial sessions is critically important. There's nothing like a visit from an expert to help users figure out important tips, tricks, and techniques.
Evangelists can make a big difference during the early months of any new system.
Finally, many organizations overlook the need for ongoing training. I call this ''extended therapy'' because it builds people's knowledge, adding tips and tricks in small increments. Ultimately, it makes users stronger, wiser, and more competent. There's only so much information anyone can absorb when a new computer system is installed. Follow-up training sessions can enhance retention of the basics and provide expanded techniques that people would otherwise never learn.